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Daniel Skula
New Participant
July 13, 2023
Answered

Adobe Acrobat only shows grey rectangle with loading icon.

  • July 13, 2023
  • 1 reply
  • 3844 views

Hello, I've been having problems acessing the Adobe Acrobat program. When I open the app, after a few seconds it shows me a grey rectangle with a loading icon spinning, I cannot click away, cannot move the window and when I click it makes a sound from windows like and error kinda sound. I have no idea how to fix this as I have tried uninstalling and reinstalling the program, resetting my pc and yeah, since I can't get to anything else past that grey rectangle I don't know how to try to fix this. Also, I  recently reinstalled my windows 10, don't know if that could be the issue, other Adobe apps work just fine tho. Thanks for any help or advice, Daniel.

Correct answer tom.seky

Hi @tom.seky, 

 

 

Sorry for the delayed response and troubled experience. 
You can try collecting logs from the machine: https://adobe.ly/4gUFw6f and share the log ID with us.
Ensure your copy of Acrobat is updated, to check for pending updates, launch Acrobat > Help > Check for Updates.  


~Tariq


Hello Tariq, 

I managed to solve the problem. I previously had an Acrobat Reader version downloaded from the web (recently, so should have been updated), but since I now have Creative Cloud, I uninstalled my previous Acrobat Reader and installed it directly from Creative Cloud. It is a bit strange, but now it works fine. Anyway, thanks for trying to help!

Tom 

1 reply

mariahweyne
mariahweyne
Inspiring
July 14, 2023

Edit-Preferences

Try these 

 

    D
    Daniel SkulaAuthor
    New Participant
    July 14, 2023

    Yes, this actually solved it. I changed the "Enable Protected Mode at startup" and after reopening the app the grey box acutally loaded to a window asking if I want to keep using chrome as default app for .pdf files or change to adobe reader. Thanks for the help, Daniel.

      M
      Marek Oko
      New Participant
      October 13, 2023

      That also worked for me. I just unchecked the checkbox next to 'Enable Protected Mode at startup', and manually restarted the application. It turns out that the problem was the modal information window about new features that have been installed in the latest update. There just caonnot be loaded with that checkbox checked. Wierd. 😕😕

       

      But hey, it works now! 😄

      Thanks for help. 🙂

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