Adobe Acrobat Won't Load Premium Features / Install

[sarah_5270]

Hello, I am an IT administrator working with an end-user who is unable to access premium features, (specifically the Organize Pages tool), despite having a valid Acrobat Standard license. This end-user is running Windows 11 Pro 10.0.26100 on their PC.

When trying to access this tool, we receive the message, "Organize Pages is getting installed. Please wait to use this tool." Additionally, when closing out of Acrobat completely and re-opening it, Acrobat will prompt to install premium features but eventually fail. It gives the error "there were some installation issues we're trying again" repeatedly, without end.

To troubleshoot, I tried uninstalling Acrobat directly and reinstalling it through Adobe Creative Cloud. When I try to install Acrobat on their PC through CC, it fails and provides this error log:

Exit Code: 7
Please see specific errors below for troubleshooting. For example, ERROR: DW003, DW071 ...


-------------------------------------- Summary --------------------------------------

- 0 fatal error(s), 2 error(s)



----------- Payload: Adobe Acrobat 25.1.20693.0 Adobe Acrobat\Setup.exe_25.001.20693 -----------

ERROR: DW071:

ERROR: DW003: Third party payload installer Adobe Acrobat\Setup.exe failed with exit code: 1603

Also, I ensured JavaScript was turned off as per suggestion of this support article. Reinstalling Acrobat directly (not through Adobe CC) works fine, but the premium feature upgrades still fail. 

Any thoughts on this issue would be greatly appreciated.

[Randy Hagan]

It sounds like you've got a scrambled install. You may want to:

1. Uninstall Acrobat, then use the Acrobat Cleaner Tool to remove any remaining remnants of previous Acrobat install(s).

2. Reinstall Acrobat DC Standard from scratch. 

Hopefully a fresh install will get y'all up and running smoothly, quickly.

Hope this helps,

Randy

[Randy Hagan]

Please let us know if this worked for you. Or if it hasn't, for that matter. 

We won't let you go down in flames alone. If you need us, sound the alarm and we'll do what we can to help.

Randy

[sarah_5270]

Hi Randy,

Thank you very much for the quick reply.

I uninstalled Adobe Acrobat and used the Cleaner Tool as suggested. When I tried again, Acrobat's installation features became stuck on 90% and did not proceed.

I then uninstalled Acrobat again with the Cleaner Tool, deleted all Adobe credentials in Credential Manager, rebooted, and deleted these folders as per suggestion of this forum post:

C:/Program files/Adobe
C:/Program files/Common files/Adobe
C:/Programx86/Adobe
C:/Programx86/Common files/Adobe
C:/Programdata/Adobe
C:/Local/Adobe
C:/LocalLowAdobe
C:/Roaming/Adobe

Afterwards, I rebooted again, grabbed a fresh installation of Acrobat from https://get.adobe.com/reader/, and tried installing premium features again, but it failed to update. Here are the errors I received directly in Acrobat:

Do you have any ideas on how to proceed? I appreciate all your help!

[jennifer_6698]

Also a licensed user.  I am following this, as I am having a somewhat similar issue when attempting to use a tool it  saying something like "installing...please wait and retry".  Our IT company did an uninstall/reinstall, adobe cleaner (excuse my not knowing the terminology), and gave me info to copy/paste to adobe to get help.  I spent two days on the phone trying to troubleshoot what my IT guy already did, then they scheduled a phone call for me to speak with someone.  The claim was canceled by Adobe with no call, so I called again and asked to be put back on the list. They repeated the BS and closed the claim.  So, I hope someone here finds a solution I can limp through! My issue is with the tool required to protect a document as pdf/a (a legal requirement when filing court papers)

[sarah_5270]

Jennifer, I am wondering if you can access the protect document feature online: https://acrobat.adobe.com/link/acrobat/protect-pdf?x_api_client_id=adobe_com&x_api_client_location=p...

I am going to test this with my org's affected user to see if Acrobat's online version works without issues.

[sarah_5270 · Accepted solution]

Hello everyone!

I believe the issue is related to having too many active sign-ins on Adobe Acrobat. The end user received a new PC, and Acrobat previously never prompted them to log out of an old device. In other words, the notification window alerting about these two sign-ins failed to appear.

I got in contact with an Adobe technician, and we resolved the issue using the following steps:

1. Uninstall Adobe Acrobat via the Add or Remove Programs setting in Windows’ System Settings.
2. Run x64 version of the Acrobat Cleaner Tool (AcroCleaner) to remove remnant files: https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html
3. Reinstall Acrobat from https://trials.adobe.com/AdobeProducts/APRO/Acrobat_HelpX/win32/Acrobat_DC_Web_x64_WWMUI.zip and sign into your account once more