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PamelaGuy
Participant
May 21, 2020
Answered

An empty white box is blocking my PDF

  • May 21, 2020
  • 10 replies
  • 43650 views

Starting several days ago, an empty white box now blocks my PDF 1-2 seconds after I open Adobe Acrobat DC. Even when I open the desktop program by itself, without selecting a particular PDF, a large, empty, window blocks my Acrobat screen. The only option allowed by this box is to close it as a window. However, when I click to close the window, Adobe Acrobat closes entirely. 

 

I have tried:

1) logging out of my creative account and logging back in

2) going to "%appdata%\..\Local\Adobe\OOBE\" and deleting the "_LicenseAgreement.xml" file

3) uninstalling and reinstalling acrobat completely, several times

 

The blank, white box still persists. I am not sure how to proceed further.

    This topic has been closed for replies.
    Correct answer shaneh15886122

    Just in case anyone needs this for future reference.

    I had the issue recently and contacted Adobe support and got it fixed. The fix was simple, run Adobe Acrobat Distiller DC, sign-in via the login screen that pops up, and then open Adobe Acrobat DC.

    Hopefully this helps anyone else out there having this issue.

    10 replies

    ebriggs2
    ebriggs2
    Participant
    November 9, 2022

    Is there any help to fix this problem in reader? Adobe does not support it because it's free, the best they could tell me is that I can only get Adobe Acrobat Distiller DC (referenced above) is if I have the paid version of Adobe Acrobat which I do not need.

     

    3
    30986253594k
    Participant
    July 10, 2023

    I had this issue and right clicked the acrobat shortcut on the desktop, click properties, select compatibility, run compatibility troubleshooter.  It then ran in compatibility mode and we were able to log in without the white box freezing the software.  It seemed to relate to the pop up box for making the software as 'default PDF viewer' which kept freezing the software.

      gibi72
      gibi72
      Participant
      July 22, 2023

      Same issue here.

      Fresh Windows 11 Pro install

      fresh Adobe CC setup + Acrobat Pro.

      First run: bang!!! white box and spinning wheel

      Tried several workarounds but only this (so far.. seems to be working).

       

      Where are you, Adobe?

       

      Is that possible that in 2023 we must run "windows 8 compatibility mode" to run your freshly updated application?

      Come on...

        D
        danafton
        Participant
        September 6, 2022

        I just had this issue on a recently new install of Acrobat Pro DC. Was able to click on the white box and hit the escape button and that made it disappear. 

          D
          Debbie260106039m48
          Participant
          November 1, 2022

          I had the same issue. Closed Adobe, Opened Distiller, Logged in. It told me I had reached the limit of the amount of times I could be logged in on different devices. I signed out of an old device and it let me go ahead

          shaneh15886122
          shaneh15886122Correct answer
          Participant
          July 28, 2022

          Just in case anyone needs this for future reference.

          I had the issue recently and contacted Adobe support and got it fixed. The fix was simple, run Adobe Acrobat Distiller DC, sign-in via the login screen that pops up, and then open Adobe Acrobat DC.

          Hopefully this helps anyone else out there having this issue.

            cshoop1586
            cshoop1586
            Participant
            July 13, 2022

            Same issue

            Meenakshi Negi
            Community Manager
            Meenakshi NegiCommunity Manager
            Community Manager
            July 19, 2022

            Hi Cshoop,

             

            Sorry for the delay in response.

             

            Please try updating the application to the latest version and check if the issue still occurs.

            You may check the latest version details on the following page: https://helpx.adobe.com/acrobat/release-note/release-notes-acrobat-reader.html.

             

            If the issue persists, please share the screenshot of the window.

            Share the application and OS version on the machine.

             

            Let us know if the issue is already resolved.

             

            Thanks,

            Meenakshi

            J
            Joel22094953snhx
            Participant
            December 5, 2021

            MY SOLUTION

            Have the same issue, seem like a connection problem, so I need to logout to solve that. So I turned off wi-fi, entered offline, logout and then enter online. No more white box

              P
              PFL Desk
              Participant
              July 23, 2021

              I have seen so many of these posts in my searching and not a one of them gets resolved.  Apparently it just magically goes away at some point.  This is absurd.

                C
                Chelsea5CD9
                Participant
                July 28, 2021

                Mine still hasn't gone away. I created a ticket with Adobe and after 4 hours including 3 representatives sequentially "going off shift" I have given up using it on the affected computer.  Incredibly annoying.

                  J
                  Joel22094953snhx
                  Participant
                  December 5, 2021

                  Same issue here and no solution

                  peterg30495205
                  peterg30495205
                  Participant
                  April 30, 2021

                  I've just installed CC on a Windows PC, after having used it for years on a Mac and have exactly this same issue. It looks as though a dialogue box is appearing, but never completes and as previously stated, the only action possible is to close the box, but this closes the application altogether?

                    N
                    Niesha5CCA
                    Participant
                    May 5, 2021

                    I'm having the same issue !!

                    A
                    Automation5E93
                    Participant
                    May 5, 2021

                    You need to log out of Creative Cloud on the other PC/Mac your license is installed on. You are allowed to install onto more than one device, but not use both devices simultaneously. Once you've logged out, the white box will disappear. Once you've done this, you can proceed as expected.

                    S
                    Adobe Employee
                    sogoel
                    Adobe Employee
                    May 22, 2020

                    Hi,

                    In order to resolve this, can you please provide us logs by performing the below steps:

                    1. Download the tool - Windows (32 bit) | Windows (64 bit)
                    2. Double Click to open exe
                    3. Run the Log Collector tool application
                    4. Follow the instructions shown on the screen
                    5. Share the *.zxp file created by the tool

                     

                    Thanks

                    Somya Goel

                    C
                    Chandresh5CEF
                    Participant
                    December 15, 2020

                    Did this get resolved as we are seeing the same issue on various PCs in our college on both Windows 7 and Windows 10

                    S
                    Adobe Employee
                    sogoel
                    Adobe Employee
                    May 22, 2020

                    Hi,

                    To investigate the issue further we would need logs using CC Log collector Tool :-

                    1. Windows     Windows (32 bit) | Windows (64 bit)

                    2. Double Click to open exe.
                    3. Run the Log Collector tool application
                    4. Follow the instructions shown on the screen.

                     

                    If possible can you also please share fiddler logs with us :-

                    1. Quit Acrobat
                    2. Install fiddler from https://www.telerik.com/download/fiddler
                    3. Enable HTTPS decryption https://docs.telerik.com/fiddler/Configure-Fiddler/Tasks/DecryptHTTPS
                    4. It should throw a dialog to trust fiddler root certificate - https://docs.telerik.com/fiddler/Configure-Fiddler/Tasks/TrustFiddlerRootCert
                    5. Quit & Re-launch fiddler
                    6. Launch acrobat and wait for bank screen to come up.
                    7. You will see many network calls made by Acrobat in fiddler now. Wait for a minute so that all the required network calls are made.
                    8. Go to File->Save->All sessions to save the file and share with us.

                     

                    Share the *.zxp file created by the tool and *.saz created by fiddler in a Private message. Click on the message icon on the top right corner to start the private message.

                     

                    Thanks,

                    Somya Goel

                    S
                    Adobe Employee
                    sangrover
                    Adobe Employee
                    May 22, 2020

                    Hi,

                     

                    Could you please provide the following details :

                    1. Are you able to access the Document cloud/My Computer tab under Home view or do you observe blank screens in those views as well?
                    2. Version of your Acrobat./OS.
                    3. Also could you please share a screenshot of your issue.

                     

                    Regards,

                    Sandeep Grover

                    P
                    PamelaGuyAuthor
                    Participant
                    May 22, 2020

                    1. I am unable to access the Document cloud/My Computer tab under Home view. The blank overlay window prevents access to any features of Acrobat.

                    2. My version of Acrobat DC appears to be (20.0). My operating system is:

                    3. Here is a screenshot of the box:

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