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First-Expression
Participant
June 5, 2018
Answered

Adobe Reader DC opens OK but additional blank screen which prevents accessing Reader. Cannot close the blank screen

  • June 5, 2018
  • 1 reply
  • 2788 views

Recently when i launch Reader DC it opens fine and I can see recent files etc.. However, a second screen opens on top of first and appears blank. I am unable to close this second screen and am unable to do anything with Reader DC. Not even quit so i have to Force Quit.

I have tried putting the app to trash and re downloading but the prob remains. I cannot find any other way to completely uninstall it.

I am running OS 10.13.4 - Mac High Sierra.

Appreciate any ideas to resolve this.

Thanks

David

    This topic has been closed for replies.
    Correct answer First-Expression

    Hi Anand Sri

    Thank you for your suggestions.

    In the intervening time since posting, I have continued to try various ways of uninstalling and reinstalling Adobe Reader. On most occasions the problem remained. In the end I shut down all other programs and uninstalled Adobe Reader, cleared the trash, restarted the mac and this time it worked.

    what is interesting that the blank screen that came up did have information on it, but it only became visible for a split second when moving the cursor on it. I was wondering what that screen's purpose was as now it does not appear.

    For the moment the issue seems resolved. I will continue to monitor it for the next few days in case it reappears.

    Thanks

    David

    1 reply

    AnandSri
    Community Manager
    AnandSriCommunity Manager
    Community Manager
    June 6, 2018

    Hello David,

    We apologize for the inconvenience caused, as per the description above, you are getting a blank screen when you open the Adobe Reader DC, is that correct?

    What is the dot version of Adobe Reader installed? To identify, please refer to the steps mentioned in the Adobe article Identify the product and its version for Acrobat and Reader DC

    Please check for any pending updates of Adobe Reader from help>check for updates, reboot the machine after updating Adobe Reader and see if this brings any difference.

    Try resetting the Reader's Preferences once and reboot the machine, to reset the Preferences, please refer to the steps in the article How to reset Acrobat Preference settings to default.

    Is it possible to share a screenshot of the error/blank screen you get? To share the screenshot, please refer to https://forums.adobe.com/docs/DOC-7043#jive_content_id_How_do_I_attach_a_screenshot

    let us know how it goes and share your findings.

    Regards,

    Anand Sri.

    F
    First-ExpressionAuthorCorrect answer
    Participant
    June 6, 2018

    Hi Anand Sri

    Thank you for your suggestions.

    In the intervening time since posting, I have continued to try various ways of uninstalling and reinstalling Adobe Reader. On most occasions the problem remained. In the end I shut down all other programs and uninstalled Adobe Reader, cleared the trash, restarted the mac and this time it worked.

    what is interesting that the blank screen that came up did have information on it, but it only became visible for a split second when moving the cursor on it. I was wondering what that screen's purpose was as now it does not appear.

    For the moment the issue seems resolved. I will continue to monitor it for the next few days in case it reappears.

    Thanks

    David

    AnandSri
    Community Manager
    AnandSriCommunity Manager
    Community Manager
    June 6, 2018

    Glad to hear that it worked and you are back on track David, Nice job troubleshooting that. Feel free to update this discussion for any further assistance.

    Regards,

    Anand Sri.

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