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AI Assistant suddenly disappeared

Community Beginner ,
Jan 27, 2025 Jan 27, 2025

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I have the latest version (Windows 11, 64-bit 2024.005.20392)

 

Some weeks ago, my (paid) AI Assistant suddenly disappeared. I can’t say whether it’s due to an update or not. I use the app in English and the new UI. Switching from old to new UI didn’t bring it back. I also don’t have the settings option, so I can’t dis- or enable it. I did a repair and a full reinstallation (with the AcroCleaner). It’s just gone.

 

The app is installed on my second PC. My primary PC also lost the AI Assistant, but I managed to get it back (after full reinstallation).

 

What caused it to get removed in the first place?

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1 ACCEPTED SOLUTION
Community Beginner ,
Jan 30, 2025 Jan 30, 2025

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Due to me not being in the office for a while, I would suggest we try it with the logs first. If there isn’t any solution, then I’ll actually try to delete more files after uninstall and perform a clean install again. It worked for my primary PC at least.

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Community Expert ,
Jan 28, 2025 Jan 28, 2025

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There have been a few posts on here reporting on this issue. Haven't seen a reason for the cause. May have been an update. The reccomended fix is a clean install. Full details can be seen in the discussion below:
https://community.adobe.com/t5/acrobat-discussions/ai-assistant-not-visible-on-acrobat-desktop/m-p/1... 

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Community Beginner ,
Jan 28, 2025 Jan 28, 2025

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Thanks for the heads-up. I did read through that thread prior to my post. I got it working on my primary PC, but not with the second one. Maybe I should try to delete other Adobe files as well.

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New Here ,
Jan 28, 2025 Jan 28, 2025

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Hi @reminiscience 

Sorry for the inconvenience caused. Please let me know the below for further debugging.

  • Are you not seeing AI Assistant and summaries option itself which you can click to open or
  • On clicking AI Assistant or summaries you are seeing the panel where content should appear as blank?
  • Did you change the sign in account for login to Acrobat?
  • Are you able to view the AI Assistant opetions in Home View or any other place within Acrobat?
  • Please share the snapshot of the view.
  • Please also share the diagnostic logs using Adobe Acrobat Diagnostics

 

Thanks,

Shakti K

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Community Beginner ,
Jan 29, 2025 Jan 29, 2025

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Hello @shakti_7156 
I’ll answer your points one by one:

  • no
  • it isn’t even available
  • I logged off and logged in again, didn’t change anything
  • there aren’t any options in the app itself, but I can use the browser version
  • vivaldi_2025.01.29−12꞉51꞉41.png











  • Log ID: 40509ca4-141b-4d50-9ff7-725ea6293296

Thanks for helping!

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Adobe Employee ,
Jan 30, 2025 Jan 30, 2025

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Thanks @reminiscience 

Let us investigate the logs at our end and we'll update you with next steps soon. 

Also, will you be avaialble for a call/meeting to discuss the issue in detail and resolve it.

 

Thanks,

Shakti K

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Community Beginner ,
Jan 30, 2025 Jan 30, 2025

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Due to me not being in the office for a while, I would suggest we try it with the logs first. If there isn’t any solution, then I’ll actually try to delete more files after uninstall and perform a clean install again. It worked for my primary PC at least.

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New Here ,
Feb 05, 2025 Feb 05, 2025

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Hi @reminiscience 

Logs didn't help much. If possible, can we connect over a session with you to understand your issue in detail and help to provide a solution.

Thanks,

Shakti K

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