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M
mycarlady
Participant
May 19, 2020
Answered

blank box crashing adobe pdf upon opening

  • May 19, 2020
  • 5 replies
  • 5514 views

All of a sudden Adobe is crashing. I click on a pdf and as soon as it opens a blank box appears over it. Can't do anything but X out of the blank box, which closes the PDF. I can open a PDF through the chrome extension, but this deosnt help with editing and creating documents. Cloud or desktop, doesnt matter. I have uninstalled and "cleaned" it 100 times. Spent 1.1/2 hrs on hold 2x. Had 2 different chat staff spend a total of 5.5 hour and nothing. It's the same problem. Anyone?  HELP!!!

Thanks,

SARAH

 

This topic has been closed for replies.
Correct answer Josh34336543ko5m

Same thing happened to me, no fixes worked with cleaner, uninstall, reinstall. I just decided to try one more thing - went online and looked up my activated devices. I deactivated my device and then opened adobe again, problem seems to be gone!

5 replies

J
Josh34336543ko5mCorrect answer
Participant
February 18, 2024

Same thing happened to me, no fixes worked with cleaner, uninstall, reinstall. I just decided to try one more thing - went online and looked up my activated devices. I deactivated my device and then opened adobe again, problem seems to be gone!

    A
    Alex30016545ja3f
    Participant
    March 5, 2024

    Yes, this worked for me. Seemed to be an issue of having two installs and trying to use Acrobat on a third device.

    K
    Kompakt Lab34831911s6i9
    Participant
    September 17, 2024

    i have only 1 device connected. i tried everything mentioned above but the issue still persist. help! i pay to get nothing

    K
    Kitt Stone
    Participant
    January 19, 2024

    A reply for anyone still having this issue:

    If acrobat is closing after a blank popup comes up immediately after opening, it might be failing to load the "Too many devices" menu. An easy fix is to go into any other adobe suite app, you'll be met with the popup, make sure to disable one of the other active devices and once it accepts your changes you should be good to try acrobat again. Hope this helps, my issue was similar and this fixed it.

    J
    jack31369079q768
    Participant
    July 29, 2023

    I had the same problem, 4 seconds after trying to open a pdf file, a blank dialog box would appear for 4 seconds, then would disapear closing the app at the same time. Removed all Adobe apps, removed all certificates, used 2 uninstaller apps and Adobe cleaner tool several time but did not help...
    But what did work was go to https://account.adobe.com
    Login in

    Go to "Plans and Payments" tab
    Select "Activated devices" from the drop down box
    Deactivate all devices
    The PC you are currently using will come back as activated in a few seconds
    Try to open your pdf again, mine worked fine.
    Good Luck
    Adobe fix this blank dialog box issue!

    Amal.
    Amal.
    Legend
    May 20, 2020

    Hi Sarah

     

    we are sorry for the trouble and the experience. As described the application is crashing on opening.

     

    Would you mind sharing the version of the Adobe Acrobat DC you are using? To check the version go to Help > About Adobe Acrobat DC
    Make sure you have the latest version 20.009.20063 installed. Go to Help > Check for Updates

     

    Also, please try to repair the installation (For Windows Only) Go to Help > Repair Installation.

     

    If it still doesn't work, please try to turn off the protected mode for testing and see if that helps. Go to Edit > Preferences > Enhanced Security > Turn off the protected mode and uncheck the enhanced security.
    Note: please turn on the security after testing

     

    Let us know how it goes

     

    Regards

    Amal

    F
    Frank Burgum
    Participant
    May 29, 2023

    The problem is, none of the4se actions are possible because Acrobat crashes before I can click the Help menu or anything else.  Total time from launch to crash is about 4 seconds.

    F
    Frank Burgum
    Participant
    May 30, 2023

    Hi @Frank Burgum 

     

    Please remove the application using the Acrobat cleaner tool https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html , reboot the computer once and reinstall the application using the direct link
    https://helpx.adobe.com/acrobat/kb/acrobat-dc-downloads.html and check if that helps.

     

    Regards
    Amal


    Hi Amal,



    I had already uninstalled, cleaned and re-installed more than once.



    However, I have found a resolution that worked for me.



    Log on to Adobe website in the cloud.

    Download and reinstall Adobe Creative Cloud.

    Download and reinstall Acrobat.



    So far that has survived about 18hours without crashing.

    Thank you for your support.



    Best regards,

    Frank



    Frank Burgum

    [P.I removed by moderator]

    R
    Ravi.gour
    Participant
    May 19, 2020

    Hi Sarah,

     

    Apologies for the trouble you had using Acrobat.

    Could you please try login on www.adobe.com from your web browser, using the same Adobe ID you are using in Acrobat.

    If you see updated terms of use, please accept it and then try relaunching Acrobat.

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