A white box shows on the screen a few seconds after I open Acrobat, Then It gets stuck

[Yaffa27001781khqh]

A white box shows on the screen a few seconds after I open Acrobat. Then It gets stuck, and I have to crush the program. It happens on every document; I have already tried to reinstall it. There is no way to work like that...

[Amal.]

Hi @Yaffa27001781khqh 

Hope you are doing well.

This is a known issue and our engineering team is working on it.

The fix will be available in the future updates.

Thanks for your time and patience.

~Amal

[CG1965]

Hey Amal - this issue has just started occuring for me as well. Any news yet on when an update is expected?

[Amal.]

Hi there,

We do not have a fixed timeline. We will share the info. as soon as we get any update.

Thanks for your time and patience.

~Amal

[Yaffa27001781khqh]

The program was updated, and it's still appearing.

I don't have access to Adobe Acrobat for more than two months!

[Amal.]

Hi there,

Our engineers are still working on it, we will share the update as soon as we get any input.

~Amal

[Vasil352318276bsj]

Hi,

I updated to the newest version of Acrobat Reader Pro and now I experince crushes everytime I start the program. Is there any solutions to this problem? If I click on menu the program is working but when I close Preferences it closes. Any ideas?

[Amal.]

Hi there

Please try updating the application to the new version 23.08.20470 from the help menu > check for updates and reboot the computer once.

~Amal

[Yaffa27001781khqh]

After the last update, the white screen was gone, but I couldn't do anything but watch the document; editing didn't work. This morning, I was notified that a new version was being updated. and now- it's back! The white screen is showing up again!! I already reboot my laptop. 

It's already six months since my Acrobat has been out of order!!! 

[Amal.]

Hi there,

Would you mind sharing the steps you are doing and getting this issue, a small video recording of the workflow would be very helpful to further narrow down the issue. 

Also, share the Adobe CC logs https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html  , Procmon logs (Win Only) https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html  and share them via any cloud storage. Just upload the log file to the cloud and generate the link and share that link with us for further investigation.

Regards
Amal

[Yaffa27001781khqh]

All the files are in the link

https://shared-assets.adobe.com/link/7bbd3b50-4af3-4d23-5f4d-e83ed9293533

[Amal.]

Thanks for sharing the logs, please give us some time to get it checked by the engineering team

Regards

Amal

[Amal.]

Hi @Yaffa27001781khqh 

I hope this message finds you well. Our engineering team has thoroughly investigated the issue and has determined that a repair to the installation is necessary. Upon reviewing the attached video and logs file, it appears that you dismissed the alert dialog box prompting for repair. It's crucial that in the future, you pay close attention to any alert dialogs requesting repairs, as they indicate that one or more required files are missing from the installation.

Could you please give repairing the installation another try? Your cooperation in resolving this matter is greatly appreciated.

Let us know if you encounter any further difficulties.

~Amal

[Yaffa27001781khqh]

Of course, I have tried that so many times! It did nothing. I also tried to reinstall the program manually. This needs a more profound solution. I'm really stuck with it for so long!

[Amal.]

Hi @Yaffa27001781khqh 

Please enable MSI logging before trying app repair.

Steps to enable MSI logging: https://learn.microsoft.com/en-us/troubleshoot/windows-client/application-management/enable-windows-...

Let us know how it goes.

~Amal

[Yaffa27001781khqh]

Hi,

I've tried, but it didn't work. The repair message and the white box showed up again.

[Amal.]

Hi there

Thanks for sharing the observation, please give us some time to get it checked by the engg. team.

~Amal