Acrobat freezing and crashing opening files without license / cannot install Reader and Acrobat

[Daniel28312817n4cp]

Hi,

We have Creative Cloud for Teams and have the whole suite installed on several machines, so people can move between machines and use them as required. Some people don't need the suite and just use Acrobat for reading PDF's and therefore don't have a license, but Acrobat is freezing and crashing the moment they try to open the PDF (even before it asks for a sign in).

We've found that Creative Cloud is installing Acrobat, not Acrobat Reader but we cannot install Acrobat Reader as well as it fails, saying that it's already installed when we attempt.

We've uninstalled the entire suite and have the same issue and have used the Creative Cloud Cleaner to remove too which still gives us the issue. When we install Reader first and then install Creative Cloud, Creative Cloud "takes ownership" of Reader and refuses to install Acrobat thinking that it's already there.

Please can anyone let us know the best way forwards?

[Amal.]

Hi @Daniel28312817n4cp 

Hope you are doing well and sorry to hear that.

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://get.adobe.com/reader/enterprise/ 

Also, please go through the help page https://helpx.adobe.com/acrobat/kb/about-acrobat-reader-dc-migration-to-64-bit.html

Regards
Amal

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