Adobe Acrobat Pro black screen and crashing

Report · Mar 31, 2023

Hi everyone,

I am working at an IT Helpdesk service. I have here a client that has an issue that I can not solve with standard solutions. The issue is that the Acrobat Pro version is not working, when trying to open it, a black screen appears and then is closing automatically after 3 seconds. The Acrobat Reader DC is working fine.

What I tried:

Uninstalled Adobe and reinstalled it
Also reinstalled Creative cloud
Deleted all the directories after uninstalling
Tried to install via the Creative cloud and via the browser.

Do you have any ideas I could try ? You can find a screenshot of how it shows up.

Thanks in advance for your help,

Bilal

Report · Mar 31, 2023

Hi Bilalb31,

Thank you for reaching out, and sorry about the trouble caused.

As the application hangs, please try the troubleshooting steps suggested in the following help document: https://helpx.adobe.com/acrobat/kb/acrobat-dc-crashes-on-windows-os.html.

If that does not help, try removing the application and running the cleaner tool (https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html). Reboot the machine and install Acrobat Pro DC from the following page: https://helpx.adobe.com/acrobat/kb/acrobat-dc-downloads.html.

If the issue still occurs, share the Acrobat and OS versions on the machine.

We may require logs for the crash.

Let us know how it goes.

Thanks,

Meenakshi

Report · Apr 17, 2023

Hi @Meenakshi Negi,

Thanks for the fast reply, and sorry for the late response.

Unfortunately, none of these solutions worked. Here is what I tried:

Deleted manually the Adobe directories after uninstall.
Used AcroCleaner after uninstall
Downloaded Acrobat DC Pro via the website instead of Creative Cloud
It works when she connects on my laptop (So the issue is on her laptop locally)
Everything is updated

OS : Windows 10 22H2
Adobe Acrobat pro 64bit version

Concerning the logs I couldn't find any, when it crashes the app just disappears without any error message also.

Many thanks for your support.

Report · Apr 20, 2023

Hi,

Exactly the same problem arose for me today. Earlier there were no problems. Today it suddenly stopped working not sure why.
I went through all the steps listed above. but it did not help.
Have you perhaps found a solution?
I have Windows 11 64 bit
Adobe Acrobat pro version 64 bit

Sorry for the language, I use translator.

Report · Apr 20, 2023

HI!

I have it!!!
I installed Adobe Acrobat Reader DC, then from the DC level I did an upgrade to the pro version.
And it works!

Report · Apr 20, 2023

I've had a similar issue with Acrobat Pro hanging - no black screen, but "Acrobat not responding" just after opening, either from Creative Cloud or from a document or from creating a PDF from a Word or other doc. Spinning blue circle. Windows 10 Pro. Uninstalled and Reinstalled and same issue. I'm going to try installing Acrobat DC from the web and see if I can upgrade to Pro from there (this is a work computer and I don't want to wait for IT if I can fix it myself - I use Acrobat Pro all the time and need it!!)

Report · Apr 20, 2023

Well, I'm not an admin so I can't install Acrobat DC. Or Cleaner. So I guess I have to wait for IT to get around to it. 😞

Report · Apr 21, 2023

Let us know if using Adobe DC was successful!

Report · Apr 21, 2023

Hi @Daria Kalamarska ,

Thanks for that. Just wanted to be sure. Is there a specific way to upgrade to the Pro version ? Is it from DC application, or do we download the pro version on top of it ?

Many thanks !!!

Report · Apr 21, 2023

I downloaded the free version of Adobe DC (https://get.adobe.com/pl/reader/download?os=Windows+10&name=Reader+DC+2023.001.20064+Polish+Windows%...), after opening it I wanted to turn on editing and it offered me the full version, this is what I downloaded and it works.

Report · Apr 21, 2023

Alright, thanks a lot. I will try this next week and update it here.

Have a nice day !

Report · Apr 21, 2023

Yes, you download the pro versions

Report · Apr 21, 2023

Our IT person finally fixed mine by uninstalling and reinstalling Adobe Creative Cloud, which meant reinstalling all of the apps, too. Nothing else fixed it, including the cleaner, etc Hope that helps someone else with this issue!

Report · Apr 26, 2023

Hello everyone,

So I tried to uninstall everything and delete all the files that have something to do with Adobe. And also installed the pro on top of the DC version, but still does not work.

But I have noticed something new. Is that Adobe has this black screen issue only on the user's account. If I try it on my admin account and open the same application, it works fine.

Does someone still have a suggestion in stock ?

Thanks and have a nice day,

Bilal