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Adobe Licensing information - "Sorry something went wrong"

Forum|Forum|5 years ago
January 21, 2021
2 replies
6700 views

Company purchased Acrobat 2020 tool, I've installed it and after logging in I'm constantly getting a message - "Sorry something went wrong - Please try launching Acrobat first..."

Install update and subscribe to Acrobat

Correct answer AnandSri

Hello Ramesh!

I hope you're doing well, and we apologize for the delayed response and the trouble.

Please try the suggestion shared in this article and let us know how it goes: https://adobe.ly/4kHCmWw

If the issue persists, please use the Acrobat Cleaner tool to remove the installed app, restart the machine, and install Acrobat. For serial number-based Acrobat 2020, check this article.

Thanks,

Anand Sri.

R

ramesh_tn

New Participant

I am having the same problem after installing Acrobat 2020 on Windows 11 24h2. Can somebody please help.

Ramesh

AnandSri

Correct answer

Community Manager

Hello Ramesh!

I hope you're doing well, and we apologize for the delayed response and the trouble.

Please try the suggestion shared in this article and let us know how it goes: https://adobe.ly/4kHCmWw

If the issue persists, please use the Acrobat Cleaner tool to remove the installed app, restart the machine, and install Acrobat. For serial number-based Acrobat 2020, check this article.

Thanks,

Anand Sri.

R

ramesh_tn

New Participant

Hi Anand,

Thank you for responding, even if a bit late.

In the meanwhile I had almost lost hope of getting direct support and swept the acrobat forums for all possible solutions.

With the result: I have tried all the possible solutions including the ones you have listed. I have installed, un-installed, cleaned and re-installed several times.

Sorry, but none of them work.

Please tell me what else to try.

Thank you,

Ramesh.

PS: Your AI-bot support refused to even find the licence for my product and kept asking me to register it, despite the licence being visible under my account.

Karl Heinz Kremer

Community Expert

Is your computer's clock set correctly?

Is it possibe that you are using a volumen license version? If so, get in touch with your system administrator and see if they can straighen things out. If it's a normal license, this should not happen, and you may want to get in touch with Adobe's support. They should provide support for licensing issues.

If that does stil not work, then I would try to uninstall and re-install, potentially after running the Acrobat Cleaner.(http://labs.adobe.com/downloads/acrobatcleaner.html)

E

EMIL5FC7Author

New Participant

TNx, I'll try that out!

E

Emil5C0A

New Participant

Computer clock's set correctly. I'm using license 24-digit for 1 PC. I've contacetd Adobe support and I've been told that 2020 Pro's acting unstable and that I'd should cancel order for 2020 and order 2017 permanent license... 2020 accoding to support is not bug-free.. well that's not really a good response for me. From my side it looks like there's some licensing issuse.

Btw. I've tried deinstalling SW with Acrobat Cleaner. No luck. I've also deinstalled Reader. No luck . Only if i install 2020 Pro as a trial then I can use it, but in that way i cannot activate my license. 😞

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