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Bilalb31
Participant
March 31, 2023
Question

Adobe Acrobat Pro black screen and crashing

  • March 31, 2023
  • 3 replies
  • 11094 views

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

This topic has been closed for replies.

3 replies

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Bilalb31Author
Participant
April 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

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Maggie23389154zq9r
Participant
April 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! 

Meenakshi Negi
Adobe Employee
Meenakshi Negi
Adobe Employee
March 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

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Bilalb31Author
Participant
April 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.

 

M
Maggie23389154zq9r
Participant
April 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!!)


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. 😞

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