Adobe Acrobat Error "Sorry an Error Occurred"

[harry_2676]

A user is having issues opening PDFs, everytime they a PDF it shows this error message. Can anyone help?? I have uninstalled, repaired, updated etc.

[Tariq Ahmad]

Hi @harry_2676, 

Sorry for the troubled experience, and thanks for reaching out. 

Let’s try a few steps to narrow down and hopefully resolve the issue.

1. Disable Protected Mode at Startup(temporarily - To test the issue)

   Sometimes, Protected Mode can interfere with Acrobat’s ability to open or render certain files. To disable it:

   • Open Acrobat (if it allows you to reach the Home screen).

   • Go to Edit > Preferences > Security (Enhanced)

   • Uncheck the option that says Enable Protected Mode at startup

   • Click OK and then restart Acrobat

2. Repair the Installation

   If Acrobat is still throwing the error:

   • Go to Help > Repair Installation

   • Follow the prompts to complete the repair and restart the app

3. Check for Updates

   Make sure you’re running the latest version:

   • Go to Help > Check for Updates and install any available updates

4. Try launching Acrobat without opening a file

   If the error happens when launching Acrobat with a specific file, try opening the app directly without loading a file to see if the error persists.

If the issue continues, please let us know:

• When exactly does the error appear (on startup, opening a file, etc)

• Your operating system and Acrobat version

• Any recent changes or updates made before this started

Also, please share the crash logs: https://adobe.ly/43h4l7R. Upload the logs to any cloud drive and share a downloadable link. 

Also, the diagnostic logs: https://adobe.ly/3GMuu6w share the log ID.

We’re here to help you get this resolved as quickly as possible.

~Tariq

[harry_2676]

Hi @Tariq Ahmad,

I have tried all of these and unfortantly it still is not working.

The Error happens randomly there is no similarity it can happen if a PDF is opened by email, desktop etc, The error even happens when she tries to close some PDFs.

The OS is Win 11 and the version of Acrobat is 25.001.20474 also doesnt say "Adobe Acrobat Reader" just "Adobe Acrobat"

No changes have been made

[Tariq Ahmad]

Hi @harry_2676, 

Sorry for the delayed response. 
We can try the following, if that doesn't fix, please contact our assisted support team:

- Try uninstalling Acrobat using the cleaner tool: https://adobe.ly/459FDse

-  Restart the machine and try installing again.  

- If the issue persists, if possible, open a new user profile and try again. 

Also, it seems you have not collected the logs I requested earlier. 

~Tariq

[Susan355779077yg9]

My colleagues and I are having the same issues running Windows 11 Enterprise (version 24H2) and Acrobat 25-.001-20474) as well. 

I can get the Acrobat Printer to work briefly if I do a "Repair Installation" which reinstalls it.  But then within a few days it stops working again.  

[AnandSri · Accepted solution]

Hello @Susan355779077yg9!

I hope you are doing well. Thanks for reaching out. We're sorry for the trouble you had with the app.

Could you please install the latest build of Acrobat: 25.001.20531 (Win),  planned update June 10, 2025. Please check for updates from the Menu > Help > Check for updates, restart the machine, and try again.

If the issue continues with the latest build, please collect the logs from the affected machine and share them with us. Please first collect the Crash logs using the Log collector tool, run it, and try to reproduce the issue. Close the Crash log collector tool; it will generate the logs and a log ID. Share it with us.

Then download and run the Acrobat Diagnostic tool, Make sure to select all log options and attempt to reproduce the issue. After that, close the Log Collector tool; it will generate the logs along with a log ID. Please share this log ID with us for further investigation.

Thanks,

Anand Sri.

[Susan355779077yg9]

The system seems to be functional again after downloading the update yesterday morning and rebooting my computer.

Susan

Susan Cao, Proposal Manager - 

{Personal info remoed by Adobe employee and moderator]

[AnandSri]

Hello @Susan!

I hope you are doing well, and we're glad to know that the issue got fixed after downloading the latest build.

Thanks for your time and cooperation.

Regards,

Anand Sri.