Unable to open a PDF

Forum|Forum|18 days ago
April 12, 2026
4 replies
87 views

Bonjour,

J'aimerais savoir pourquoi je n’arrive pas à utiliser la version payante avec mon abonnement ?

Mon problème est que quand j’ouvre un PDF, c'est parfait, mais dès que je veux utiliser des outils qui nécessitent un abonnement, il ouvre le pop-up qui me demande de m'abonner, mais sans rien afficher dessus, puis je dois fermer l'application avec le gestionnaire des tâches.

Correct answer Meenakshi0101

Hi InèsL,

Thank you for reaching out, and sorry for the trouble.

We have checked that you have just purchased the subscription. If you were using the trial version before, we suggest trying it again after reinstalling the application. Please use the steps suggested below to reinstall the application:

Remove the application and run the cleaner tool (https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html).
Reboot the machine.
Install Adobe Acrobat from the following page: https://helpx.adobe.com/acrobat/kb/acrobat-dc-downloads.html.

Once the application is reinstalled, try signing in with your Adobe credentials to check if you experience the same behaviour.

Let us know how it goes.

Thanks,

Meenakshi

InèsL

Participant

Bonjour,
j’ai exactement le même problème, dès que j’ouvre acrobat cela reste 3 seconde et ensuite j’ai ce carré gris qui apparaît et je ne peux rien faire.

Meenakshi0101

Correct answer

Community Manager

Hi InèsL,

Thank you for reaching out, and sorry for the trouble.

We have checked that you have just purchased the subscription. If you were using the trial version before, we suggest trying it again after reinstalling the application. Please use the steps suggested below to reinstall the application:

Remove the application and run the cleaner tool (https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html).
Reboot the machine.
Install Adobe Acrobat from the following page: https://helpx.adobe.com/acrobat/kb/acrobat-dc-downloads.html.

Once the application is reinstalled, try signing in with your Adobe credentials to check if you experience the same behaviour.

Let us know how it goes.

Thanks,

Meenakshi

sebastien lambourdeAuthor

Participant

Bonjour,

Ça a bien marché, merci beaucoup

M

Manan Joshi

Community Expert

Check if you are logged in via the correct Adobe ID using which you subscribed for the app. The link given by @kglad lets you see what plan are you subscribed to. Also, try logging out and then logging back in

-Manan