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Adobe Pro fails to connect

New Here ,
Aug 17, 2021 Aug 17, 2021

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One of my users I support in the company is having a new issue with Adobe.  It currently gives the error "something went wrong, probably us, check your internet."  We have checked firewall settings.  Attempted to connect with the firewall off.  Worked with networking to allow it through.  uninstalled/reinstalled and updated.  Nothing changes.  Followed the steps for troubleshooting connections from this site.  Everything pings out. cleared the host file.  Nothing seems to be blocking it but still won't connect.  I did manage to collect some logs, though. 

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General troubleshooting

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Adobe Employee ,
Aug 17, 2021 Aug 17, 2021

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Hi Brian,

 

Hope you are doing well.

Thanks for sharing the troubleshooting steps performed so far. We appreciate that!

Please look into this official help article for the error: something went wrong  and follow the step-by-step suggestion same https://helpx.adobe.com/acrobat/kb/troubleshoot-activation.html#error-opening-acrobat-mac 

 

Let us know if you still experience the same issue. 

 

Thanks,

Akanchha 

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New Here ,
Aug 17, 2021 Aug 17, 2021

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Thanks but this is a Windows 10 PC.

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Adobe Employee ,
Sep 01, 2021 Sep 01, 2021

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Hi Brian,

 

sorry for the delay in response.

In case of Windows machine, please use this cleaner tool for the removal of the application and its traces: 

https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html 

Once done, try installing it fresh: https://helpx.adobe.com/acrobat/kb/acrobat-dc-downloads.html 

 

Let us know if you still experience the same issue. 

 

Thanks.

Akanchha 

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