Acrobat Pro won't install. CC "think's" it is installed.

[ole_christian_5320]

Hi Community, hope you can help.

I have issues with Acrobat Pro with Adobe CC.

Once i download Adobe CC, it looks like it's preinstalled with Acrobat. But the button for "Open" does not do anything. Nothing starts. I have beein informed that it should not be an "Open" button once CC is installed, but rather an "Install" button. This is not the case for me. It's like Adobe CC thinks that Acrobat is installed on my PC. I cannot find the program in the program files folder either. 

• I have recently retanked my corp PC, so it has a fresh install.
• Adobe Acrobat Reader comes preinstalled in from the image, but should not interfere with Adobe CC.
• I have tried downloading Adobe Pro from the webpage, but nothing happens when im prompted in the download page where it says "open in Adobe CC" or something similar. 
• Acrobat Pro is not installed in "Add/remove programs"
• I am signed in with corp user on Adobe CC and the Adobe webpage. I have valid Adobe Pro licence .
• My corp Adobe Administrator had to give up, as be both were out of options.

[Kanikas]

Hi, 

We hear you. Are you on a Mac or Windows? What version of Os are you using?

^KS

[ole_christian_5320]

Windows 11

[kglad]

is acrobat pro installed on your computer?

if it is, how was it installed?

was anything adobe (other than reader, which is problematic) "moved" to this computer via an "image"?

[ole_christian_5320]

Acrobat Pro is NOT installed on my computer. 

No other Adobe programs (other than reader) were installed with the image. 

Step by step by my admin is:

Install Adobe CC

Press Install on Acrobat in Adobe CC once installation is finished. 

But the install button is not there, it's just Open. And the Open button does not work. 

I'm completely out of ideas. 

[kglad · Accepted solution]

you'll probably need to do a clean install (last fix listed below), but try the simpler fixes first if acrobat is the only problem:

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reset the cc desktop app by making sure it's in the foreground, then press:

Win: Ctrl + Alt + R
Mac: Cmd + Opt + R
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if that fails, repair per https://helpx.adobe.com/download-install/kb/creative-cloud-install-stuck.html

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if that fails and you have windows, open your control panel > add/remove programs > cc desktop app > repair

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if that fails, uninstall using the correct uninstaller from https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-mes... and then reinstall using*

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if that fails, do a clean cc install carefully following each applicable step:

uninstall every cc app per https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html

then uninstall the cc desktop app, using the correct uninstaller per https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-mes...

clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html

run the acrobat cleaner per https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html

check for, and if available, update your os

if windows is your os, repair all ms visual c++ versions that can be repaired (use google if you don't know how to do this)

if windows is your os update your ms visual c++, if it can be updated (use google if you don't know how to do this)

restart your computer (don't skip this)

reinstall the cc desktop app using the "alternative download links" at the bottom of the page at https://helpx.adobe.com/download-install/kb/creative-cloud-desktop-app-download.html

use the desktop app to install your cc programs/trials>

if that fails, you probably have a corrupt user account. google your os and how to create a new one.

[ole_christian_5320]

Thank you! This helped. 

I had admin run the cleaner tools for me, and this resolved the issue. 

[kglad]

that's good news!  (and thank you for the follow-up.)

[hbs_2267]

This just happened to me on the Mac version and I found an easy workaround for anyone who doesn't want to go through the pain of doing a clean install. Install the free Adobe Reader. Log in with your licensed adobe account. It'll let you know you have access to the paid version and it'll ask if you'd like to upgrade. Say yes. It'll install the full version and it'll behave normally through CC.

[kglad]

@hbs_2267 

thanks for that info.

[Dave Creamer of IDEAS]

@hbs_2267 's method worked for me in the past but recently did not when rebuilding a system.

I uninstalled and reinstalled. No good.

I tried the Adobe CC Cleaner to remove everything. No Good. 

I ended up using the Adobe AcroCleaner.

https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html