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Question

Acrobat opening blank window, then showing "An Internal Error Occured" when clicking anything

Forum|Forum|2 years ago
April 13, 2023
4 replies
6582 views

I got an old employee's laptop and acrobat was giving me problems. I uninstalled and re-installed acrobat, and now when trying to launch, it just opens a blank window, and if I click in it or anything "An Internal Error Occured" appears and I have to use task manager to close Acrobat.

Using Completely up to date. I have uninstall/reinstalled Acrobat countless times. I have deleted app data and re-installed. I have checked for unknown or incorrect users having permissions in the adobe appdata. None of these are working and I'm contiuing to have the same problem.

Any assistance would be appreciated. This has made Acrobat unusable for more than a week.

General troubleshooting

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Bhawna29481033c2ab

Adobe Employee

Hi @C24617623ilt2

Please update if this is been resolved for you now.

J.J29871785k7n1

Participant

It didn't work either, I still have the same problem: internal error

Sergey26480072ym88

Participant

I have exactly the same issue.
I've created the dump file. It's size is 285 Mb. How can I send it to you?

Hina2662066298e0

Adobe Employee

Hi ,You may upload the logs to Adobe Send and share the link with us : How to share a file using Adobe Document Cloud

Community Manager

Community Manager

Hi C24617623ilt2,

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

Please try reinstalling the application using the following steps:

- Remove the application and run the cleaner tool (https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html).

- Reboot the machine.

- Reinstall Acrobat from the following page: https://helpx.adobe.com/acrobat/kb/acrobat-dc-downloads.html.

If the issue still occurs, we may need logs.

Let us know how it goes.

Thanks,

Meenakshi

C24617623ilt2Author

Participating Frequently

Hello,

I forgot to mention I had previously attempted this as well. I just tried it again just in case, and I'm still getting the same error.

I'm not sure how to provide logs.

Bhawna29481033c2ab

Adobe Employee

HI @C24617623ilt2

Please refer to helpx page: https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html to capture logs for the same.

Best,

Bhawna.