Acrobat Pro missing many tools (e.g. fill & sign) and gives internal error

[Lois29222031udta]

Dear all,

I recently swapped out to a new machine, and installing the same Acrobat Pro again surprised me in the sense that many tools I use on a daily basis were not available anymore - despite me using the exact same subscription.

My computer is a Microsoft Surface Laptop 5, with Windows Home 11, and 64-bit system.

My Adobe Acrobat Pro version is the latest downloaded from the Creative Cloud desktop app. My subscription is Acrobat Pro.

I've already tried deinstalling and reinstalling, as well as the AcroCleaner recommended in this thread: 

https://community.adobe.com/t5/acrobat-discussions/fill-amp-sign-tool-missing/m-p/11868911

Still no good result. Actually, since I re-installed after using AcroCleaner, Acrobat doesn't even work anymore: it shows "internal error". 

Could anyone help me?

[Meenakshi Negi]

Hi Lois29222031udta,

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

As you have tried reinstalling, install Acrobat from the following help page: https://helpx.adobe.com/acrobat/kb/acrobat-dc-downloads.html. Use the same steps to remove and run the cleaner tool. Before reinstalling, reboot the machine. Then reinstall the application. Check if that makes any difference.

If the error still appears, create a new user profile and install Acrobat from the above link. Check if it works there.

Let us know if the error appears on launch or with some workflow. We may require logs for further investigation f the issue persists.

Thanks,

Meenakshi

[Lois29222031udta]

Hi @Meenakshi Negi , sorry but none of this works. I installed using your link (after cleaning and rebooting, and creating new user). But the result is now even worse: Acrobat launches and shuts down automatically.

I kept the logs of the Cleaner (which I attach here). 

What else could I do?

[Amal.]

Hi @Lois29222031udta 

Would you mind collecting the logs as requested below so that we can isloate the issue for the fix

1. AccessEnum Tool
a. Download the Tool https://learn.microsoft.com/en-us/sysinternals/downloads/accessenum
b. Run AccessEnumTool
c. Go to Options
d. Click on “File display options”

e. Select “Display files with permission that differ from parent”
f. Click OK
g. Choose folder “C:\Users\<username>\AppData\Local\Adobe” in dialog box and press enter.
h. Save the result (Adobe_Local.txt)
i. Choose folder “C:\Users\<username>\AppData\LocalLow\Adobe” in dialog box and press enter.
j. Save the result (Adobe_LocalLow.txt)
k. Choose folder “C:\Users\<username>\AppData\Roaming\Adobe” in dialog box and press enter.
l. Save the result. (Adobe_Roaming.txt)
2. ProcessMonitor tool
a. Download from here https://learn.microsoft.com/en-us/sysinternals/downloads/procmon
b. Run ProcessMonitor (Procmon.exe)
c. Start capture on ProcessMonitor.
d. Perform the workflow where error occurs.
e. Stop capture on ProcessMonitor
f. Save the logs (Adobe_ProcMon.pml)
3. Copy these folder into Adobe_AppData :-
a. C:\Users\<username>\AppData\Local\Adobe
b. C:\Users\<username>\AppData\LocalLow\Adobe
c. C:\Users\<username>\AppData\Roaming\Adobe
4. Compress the folder Adobe_AppData to Adobe_AppData.zip
Send us :-
1. Adobe_AppData.zip
2. Adobe_Local.txt
3. Adobe_LocalLow.txt
4. Adobe_Roaming.txt
5. Adobe_ProcMon.pml

Please share the logs 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

[Lois29222031udta · Accepted solution]

In the end I reformatted my computer, and started from scratch. It now works.