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Bill31480004u3ct
Participant
October 11, 2023
Frage

Acrobat Pro opens to completely blank window

  • October 11, 2023
  • 3 Antworten
  • 4181 Ansichten

The initial problem was that when the user opened a PDF, Acrobat Pro showed white bars on the top, left, and right of the window, hiding all the functions, and about 15 dialogs popped up saying, "An internal error occurred."

 

As a result, I completely removed Adobe Acrobat, Creative Cloud, etc, and reinstalled it from scratch by downloading the Creative Cloud app at https://www.adobe.com/creativecloud/desktop-app.html.

 

After reinstall, any attempt to open Acrobat shows the below window, and nothing responds in the window except the close (X) button.

 

 

I've searched online for similar issues and haven't found anything that helps.

 

What can I do to assist the user? - nbb

    3 Antworten

    JADA@TXRESTO
    JADA@TXRESTO
    Participant
    July 22, 2024

    I had the same issue and spent over a week uninstalling and reinstalling and cleaning and diagnosing, etc., all to no avail. Finally I cleaned everything with the cleaner, restarted, and installed only the free adobe reader. Once it installed it opened up perfectly and within minutes it let me know I have a subscription and if I wanted to upgrade to access all of my options. After clicking yes, it upgraded and installed the necessary files within the app while it was open. It had me restart my system and everything has worked fine since then. SMH What a cluster F and a waste of time it was just to be fixed in such a simple way.  Adobe needs to step up their game in regards to troubleshooting and customer support.

      C
      Carlos24316819gpu6
      Participant
      July 26, 2024

      This worked for me! Thank you so much—you're a lifesaver.

        B
        Bill31480004u3ctAutor
        Participant
        November 13, 2023

        I recreated the user's Windows profile (renamed old User folder to "user - backup", deleted user registry keys, had user log back in), and Acrobat Pro is working normally again.

        Meenakshi Negi
        Community Manager
        Meenakshi NegiCommunity Manager
        Community Manager
        October 16, 2023

        Hi Bill31480004u3ct,

         

        Thank you for reaching out.

         

        As you get a blank screen, ensure the application is updated to the latest version.

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

         

        If the issue still occurs, share the Acrobat and OS version numbers.

        Share the process logs for further investigation. You may use the steps suggested in the following help document: https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html. 

         

        Let us know how it goes.

         

        Thanks,

        Meenakshi

        B
        Bill31480004u3ctAutor
        Participant
        October 23, 2023

        As directed, I removed Acrobat, cleaned with the cleaner tool, rebooted the machine, and installed Acrobat Standard freshly downloaded from Adobe.

         

        I didn't install via DC/CC installer, but the install worked fine on my (admin) account. However, when I had the user log in and try to launch Acrobat Standard himself, it threw an error similar to the one initially described.


        I've reinstalled from a freshly downloaded copy of Acrobat Standard multiple times now, and it still won't launch for the user properly.

         

        Version 202306.20360

         

        What part of the data in the AcroLogs folder should I provide? The data is 454 MBs, so I'm unable to upload all of it to this post.

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