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Participating Frequently
January 17, 2023
Question

Acrobat shows Installed and "up to date" in Desktop Creative Cloud, but "Open" is Greyed Out

  • January 17, 2023
  • 4 replies
  • 3666 views

I'm burning through my 1-week trial and still cannot actually use Acrobat desktop.  A half-dozen times, I have tried downloading Acrobat from different screens and options (VERY confusing) and was getting CC, but with no progress bars and no identifiable progress after overnight tries.

 

Finally, miraculously, CC was suddenly installed, while I wasn't trying to download it.  Then, I tried to use that to download Acrobat.  A spectacularly opaque process followed, but I later stumbled onto a CC listing of desktop apps and Acrobat was there.  It was in the "Installed" section with a status of "up to date," but the "open" button was greyed out.

 

I have tried the CC uninstaller to repair and later, to uninstall it.  I reinstalled and ultimately reached the same point.  Acrobat installed and up-to-date, but not open-able.

 

One of my PCs still has Acrobat Pro 2017, and I didn't have anything NEAR this much problem getting it set up and working.

 

4 days to go on free trial, and so far, I haven't been able to "trial" anything.

 

ANY help would be welcome, as almost ANYTHING will be more than I've figured out on my own at this point.

 

4 replies

Participant
September 11, 2024

For whomever needs this information, I had this same exact issue on a brand new windows 11 pc part of our default build is acrobat reader so that existed.  For our accounting manager she needed acrobat pro.  After adding her to our company account and stepping through the get started email cloud was installed and if you hovered over the acrobat desktop icon it said installed and up to date however would not open and did not show up in a search.  Solution: 1 uninstalled both cloud and reader, removed adobe key from hklm software in the registry if you don't know the registry do not venture in, then to be thorough made sure even empty adobe folders were deleted emptied trash then shut down and powered back up as I didn't even want it to be in memory.  Using the get started email I went straight to the acrobat download and install forsaking cloud.  It installed as it should have the first time with no more issues. Hope this helps some one I spent 4 hours following adobes steps before making my own.

S_S
Community Manager
Community Manager
February 3, 2025

Hi @Texas IT Guy

 

Hope you are doing well. Sorry for the trouble, and the delayed response.

 

It is advisable in such cases to directly install the application using the link: Download Acrobat installer for Enterprise term or VIP license


-Souvik

kglad
Community Expert
Community Expert
January 17, 2023

if your computer meets specs, https://helpx.adobe.com/creative-cloud/system-requirements.html

 

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

Win: Ctrl + Alt + R
Mac: Cmd + Opt + R


if that fails, repair per https://helpx.adobe.com/download-install/kb/creative-cloud-install-stuck.html


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-messaging and then reinstall using*


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

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

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

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

NOTE: win 11 users that have trouble with the latest win 10 installer often have success with the older win 10 installer.

Eddi-WanAuthor
Participating Frequently
January 17, 2023

Kglad -- thanks. 

 

I'll wander off now and start working through the steps that you've liad out.

 

FWIW, I'm trying to get the trial going on either of two systems right now.  One is Win10 and one is Win11, and so far, I'm having the same dead-ends on both.  Thanks for mentioning it though.

kglad
Community Expert
Community Expert
January 17, 2023

it's pretty unclear what's happened on your computer.  but cleaning and reinstalling should get us to the same spot.  don't forget to check if your win 10 computer is compatible with the cc desktop app.

Nancy OShea
Community Expert
Community Expert
January 17, 2023

Assuming your computer meets the current system requirements:

  • Windows 11 (64-bit), Windows 10 versions 22H2, 21H2, 21H1;
  • MacOS 13 (Ventura), 12 (Monterey), macOS 11 (Big Sur).

- https://helpx.adobe.com/creative-cloud/system-requirements.html
- https://helpx.adobe.com/acrobat/system-requirements.html

 

Go to your Windows Start Menu.

Right Click on Acrobat icon. 

Select More > Run as Administrator.

 

Hope that helps.

 

Nancy O'Shea— Product User & Community Expert
Eddi-WanAuthor
Participating Frequently
January 17, 2023

Nancy --

 

Thanks, but the Actobat Icon on my Start menu brings up Acrobat READER.  The only other Acrobat icon I have in start is for a pre-existing copy of Acrobat Pro 2017 from ... well, 5 years ago, that I still use.  I wanted to use the free trial to see if the CC version of Acrobat Pro was worth going from an already-paid-for copy to the brand new version with all the upgrades and enhancements that I ASSUME Adobe has added in the meantime.

 

Thanks, though.

Legend
January 17, 2023

Can you run it from the Start menu?

Eddi-WanAuthor
Participating Frequently
January 17, 2023

In the Start menu, I have the option of my pre-existing installation of Acrobat Pro 2017 and "Adobe Acrobat," but the latter only takes me to a copy of Adobe Reader that I use for reviewing files created through Acrobat to make sure they display and perform OK.  That's it for Acrobat options from the Start menu, I'm afraid.

 

Worth a try.

Legend
January 17, 2023

Wait, what are you trying to install anyway? Acrobat Pro or Reader?