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davidm90055481
Inspiring
November 29, 2023
Answered

Acrobat Pro stopped working...

  • November 29, 2023
  • 3 replies
  • 1774 views

So this morning Acrobat Pro just stopped working properly.  One minute Im working on a file, next it wouldnt open it properly - the UI was all different - and now there really is no UI its just a blank box with the close window icons see attache dimage.

 

I have uninstalled and reinstalled several times with PC restarts etc.

 

I installed a patch AcrobatDCx64Upd2300620360.msp

which did nothing.

 

Running upto date Win 10.  Desktop version of Creative Cloud.

 

InDesign, Illustrator, Photoshop all work normally.

This topic has been closed for replies.
Correct answer davidm90055481

PROBLEM SOLVED.

Im replying to myself here because there is no support on Adobe products.  As good as 'community' help maybe it has been totally unhelpful on this issue.  There does not seem to tbe any support by Adobe staff which is very disappointing.

 

Tthe issue with Acrobat got worse over a period of many months. 

 

Odd error messages like Acrobat closed unexpectedly when it hadn't. Unexpected Internal errors, and maybe a few more.

 

Although I can't be absolutely certain its caused by CANVA only,  I am fairly sure that the preferences were being over written when opening files created by CANVA.  I know for a fact that the colour profile settings were being changed. I only found this out when working on clients files, getting them to proof it and they mentioned the colour had changed. Trying to figure out what was going on I noticed that colour management preferences had changed and when I change them back opening a canvas file would change them back again.  CANVA has some explaining to do maybe.

 

Acrobat was at least functioning... until very recently the user interface because totally dysfunctional.  Opening a file directly resulted in an internal error message.  Opening Acrobat left me with a blank window.

 

I got in touch with an Acrobat representative via Twitter now known as X. They suggested I delete the preferences folder.  This I did with absolutely no change. The issue was exactly the same.

 

The suggestion however prompted me to go hunting for old Acrobat files.

 

I uninstalled Acrobat, cleared the registry with CCleaner, restarted the computer.  Cleared registry again.

 

Then I went hunting for Acrobat files on my hard drive.  There were still many files in all kinds of places.  I deleted them all and anything that vaguely looked like it was related.

 

Clear the registry again, restart, clear the registry again.

 

Reinstalled Acrobat.

 

The problem is now fixed

 

All the little error messages have now stopped as well.  It's early days I have no idea if this is going to last but right now it's running extremely well

3 replies

davidm90055481
davidm90055481AuthorCorrect answer
Inspiring
December 1, 2023

PROBLEM SOLVED.

Im replying to myself here because there is no support on Adobe products.  As good as 'community' help maybe it has been totally unhelpful on this issue.  There does not seem to tbe any support by Adobe staff which is very disappointing.

 

Tthe issue with Acrobat got worse over a period of many months. 

 

Odd error messages like Acrobat closed unexpectedly when it hadn't. Unexpected Internal errors, and maybe a few more.

 

Although I can't be absolutely certain its caused by CANVA only,  I am fairly sure that the preferences were being over written when opening files created by CANVA.  I know for a fact that the colour profile settings were being changed. I only found this out when working on clients files, getting them to proof it and they mentioned the colour had changed. Trying to figure out what was going on I noticed that colour management preferences had changed and when I change them back opening a canvas file would change them back again.  CANVA has some explaining to do maybe.

 

Acrobat was at least functioning... until very recently the user interface because totally dysfunctional.  Opening a file directly resulted in an internal error message.  Opening Acrobat left me with a blank window.

 

I got in touch with an Acrobat representative via Twitter now known as X. They suggested I delete the preferences folder.  This I did with absolutely no change. The issue was exactly the same.

 

The suggestion however prompted me to go hunting for old Acrobat files.

 

I uninstalled Acrobat, cleared the registry with CCleaner, restarted the computer.  Cleared registry again.

 

Then I went hunting for Acrobat files on my hard drive.  There were still many files in all kinds of places.  I deleted them all and anything that vaguely looked like it was related.

 

Clear the registry again, restart, clear the registry again.

 

Reinstalled Acrobat.

 

The problem is now fixed

 

All the little error messages have now stopped as well.  It's early days I have no idea if this is going to last but right now it's running extremely well

davidm90055481
Inspiring
December 1, 2023

I should also add that the first thing I did was create a new Admin user on my Win 10 PC.  In this account Acrobat was working fine  (hence the suggestion by Adobe on X to remove preferences files).  This told me that the issue was not with the Acrobat install or my PC per se but files to do with Acrobat and Windows user account.  Oddly the ICONs in the interface was all low resolution.

JR Boulay
Community Expert
Community Expert
November 30, 2023
jane-e
Community Expert
Community Expert
November 29, 2023

@davidm90055481 

 

I've moved your post to the Acrobat forum.

 

Jane

davidm90055481
Inspiring
November 29, 2023

Is there any help on this...?