Acrobat Pro Installation Broken

[gwfrydg48]

I have Windows 11 and Acrobat Pro was working fine. Suddenly one day I went to export to a PDF file to a TIFF image and got the error "Creation of rasterizer port failed".  Now I am unable to see any tools and if I do anything in Pro I get the error "Adobe Acrobat has encountered an unknown error".

This is prohibiting me from doing my job and I will have to look for another PDF tool if I can't get this resolved.

[Amal.]

Hi @gwfrydg48 

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://helpx.adobe.com/acrobat/kb/acrobat-dc-downloads.html and see if that helps.

Regards
Amal

[gwfrydg48]

Hi Amal,

Thanks, I tried a cleaner previously but it was not the same as the link that you provided. I will try that and let you know how it goes.

Regards,

DS

[gwfrydg48]

Hi Amal,

The link was different but the download, AdobeAcroCleaner_DC2021.exe is that same as the cleaner I used previously so I don't believe this will resolve my issue.

Regards,

DS

[Amal.]

Hi there

Please try to create a new test user profile with full admin rights in Win or enable the root account in MAC and try installing the application there from the direct link shared earlier and see if that helps.

Regards

Amal

[gwfrydg48]

Hi Amal,

Unfortunately I do not have sufficient Admin privileges to creat an accout. I can run programs as Administrator but that's about it.

Regards,

DS

[Amal.]

Hi there,

If its a IT-managed work machine, please try to contact the IT admin at your end and see if that helps.

Regards

Amal

[gwfrydg48]

Hi Amal,

I am pursuing this with our Admins also but not really getting anywhere. I was hoping someone in the community had seen this issue and could suggest a fix.

Regards,

DS

[Amal.]

Hi there

Is the application crashing with the error message? If yes, please collect the crash logs https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html else collect 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, generate the link, and share that link with us for further investigation.

Regards
Amal

[gwfrydg48]

Hi Amal,

I have a crash dump and I can upload it using Accenture's External File Share. I need to add an email address so someone gets a SharePoint email aloowing access to the file. What email address should I use?

Thanks,

DS

[Amal.]

Hi @gwfrydg48 

Please try to share the logs as described above and share the link via private message. Click on the envelope icon in the top right corner of this page to initiate the private message.

Regards

Amal

[try67]

What version of Acrobat Pro are you using, exactly?

[gwfrydg48]

23.001.20174

[erickSkull18]

Did you have any luck solving your problem? The same thing is happening to me, I've done everything they recommended you to do and it's still the same. I find it unbelievable that the licensed program is more unstable than a cracked one

[Amal.]

Hi @erickSkull18 

Would you mind collecting the logs as mentioned earlier and sharing them with us for further investigation?

~Amal

[erickSkull18]

Hello Amal, good afternoon

I just sent you in private message the logs you are asking for

[Amal.]

Hi @erickSkull18 

Thanks for sharing the information. Would you mind sharing the version of the Acrobat/Reader DC and the OS you are using? To check the version please take help from the help page https://helpx.adobe.com/acrobat/kb/identify-product-version.html

Also, we would require a small video recording of the steps you are following and the issue occurring.

Regards

Amal

[erickSkull18]

Hello Amal, good morning

The version I have is 23.001.20174, my OS is Windows 11 (22H2, build: 22621.1778) and I just sent you the link to the video you are asking for.

[S. S]

Hi @erickSkull18,

Thank you for sharing the details.

We have logged a bug on the issue and I will update the thread as soon as I hear from the team.

-Souvik

[S. S]

Hi @erickSkull18,

Please try updating to the latest version and check if it fixes the issue.

-Souvik

[gwfrydg48]

The issue magically disappeared. I was on a call with our local tech support and I opened Adobe Pro and everything is working. I can only think that an update came through from Creative Cloud and it fixed the issue.

Thanks to everyone who assisted me!

[S. S]

@gwfrydg48 Thank you for taking the time and letting us know that it worked for you.

-Souvik

[erickSkull18]

Thanks for your help, acrobat is working again.