Acrobat DC icon missing in TOOL tab

[marcoVolo]

Hi, 
after restart PC all the icons and graphic in ACROBAT PRO DC in the TOOL tab are missing
can't use it at all
I lready tried to uninstall, and using the cleaning tool already, 
also to reset the preference as in another post, but didn't solve.

please help

[Bernd Alheit]

Why can't you use the tools?

[marcoVolo]

Because, not only that is missing, 
as in the attachment picture, also the menu, and other details on the right side
thank you 

[Test Screen Name]

You are missing a number of tools completely (presumably you can use the ones listed by clicking where the icon would be).

- is this a company installation of Acrobat?

- what is the exact version of Acrobat (like 2016.124.98765)? (Not "latest" please)

[marcoVolo]

It's not only icons, 
it is unusable everywhere , like some formatting missing, also in the main page
Version: 22.1.20085.0
thank you 

[marcoVolo]

sorry,
version : 2022.001.20085.0 64 Bit

[MeenakshiNegi]

Hi MarcoVolo,

Could you please confirm the OS version on your machine?

Thanks,

Meenakshi

[marcoVolo]

Windows 11

[John236393570f4y]

I've got the same issue and it's driving me nuts.

No icons, task bar has no icons, tools icons are missing. It's crashes ans will not print.

John

[Anthony23966172o2yv]

i am having this same issue.

did anyone ever come up with a solution?

[John236393570f4y]

Yes, I did a clean uninstall of the 64bit and installed the 32bit.

Everyting work now until the 64bit is fixed.

John

[Anthony23966172o2yv]

how did you do that?

all i can find is to re download the 64 bit version

[MeenakshiNegi]

Hello,

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

The team is investigating the issue further.

Would it be okay if we schedule a session with you to investigate this issue further?

If yes, please share your preferred time frame in which we can schedule the session.

Thanks,

Meenakshi

[Amal.]

Hi there

++ Adding to the discussion

We also require the file  C:\Program Files\Adobe\Acrobat DC\Acrobat\cryptocme.sig

from the affected machine for further investigation of the issue.
You may share the file via document cloud as described here https://helpx.adobe.com/document-cloud/help/sharing-pdfs.html

Also, please collect the Adobe CC logs https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html, and procomon logs (Win)  https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html and share them via document cloud link

Regards

Amal

[Amal.]

Hi there

Please share the requested information via document cloud, upload the files to the document cloud, create the link and share the link in a private message.
For more information about how to share the files please check the help page https://helpx.adobe.com/document-cloud/help/sharing-pdfs.html

Regards

Amal

[marcoVolo · Accepted solution]

Hi, 
after reinstalling the SW with a stand alone file, the problem disappeared, 
so i can't upload the file you requested. 
thanks for helping me 

have a nice day

Marco

[Myriel Mitchell]

Hi, I have the exact issue, what was the outcome or fix for this?

[Amal.]

Hi @Myriel Mitchell 

Hope you are doing well and thanks for reaching out. Please remove the application using the Acrobat cleaner tool https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html , reboot the computer once and reinstall the application using the direct link

https://helpx.adobe.com/acrobat/kb/acrobat-dc-downloads.html

Regards

Amal

[Spooz]

sorry, but this did not help. The error is unchanged. I have Windows11 and 64bit.

Can somebody help?

[John236393570f4y]

Yes, I uninstalled the 64bit version and installed the 32bit version.

The was the recommendation from the support team.

Outlook<> for iOS

[Spooz]

thanks John, this helped even on my new W11 system... better 32 than nothing. But Adobe did not his masterpiece...

[Andy28776827ouc6]

Same issue after the March 2023 update.   Windows 11 64bit.

Also observing multiple “An internal error occurred" messages when attempting to access the menus.

Does anyone have a solution that doesn't involve the 32bit version?

[MeenakshiNegi]

Hi Andy28776827ouc6,

Thank you for reaching out.

Please confirm if the icons disappeared for you after updating the application.

Just to confirm, share the application version number.

Also, let us know if you have tried troubleshooting steps so far.

Thanks,

Meenakshi

[Andy28776827ouc6]

Thanks for getting back to me.

I'm on the continuous release cycle.  The version number is 2023.001.20064.

I've tried all the steps above, also using the AcroCleaner tool and the Creative Cloud Cleaner tool.   The only think I haven't tried is the 32bit but as I install via Creative Cloud, I am not given any option.

Thanks again.
Andy

[Ted29085131wnuh]

I have the same issue and the Acrobat is showing error.
All the tools are missing and cannot function.