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Dawna28307502dt7x
Participant
February 8, 2023
Answered

Blue Screen of Death during installation of acrobat pro 2017

  • February 8, 2023
  • 4 replies
  • 3391 views

I installed Acrobat Pro X1 accidentally, then I uninstalled it and downloaded Acrobat Pro 2017. I had a Serial number. I tried to install 2 times and each time I got BSOD. Stop Code Kmode_Exception_Not_Handled, What failed: CI.dll. My laptop is literally 3 days old. This is the first and only issue I have had. 

I cannot even uninstall it as it is not showing in Programs, but there are components installed that I want to get rid of. How can I safely remove these? And is this a common issue?

 

      This topic has been closed for replies.
      Correct answer WhileIHaveYou

      IT guy. We are running into the same issue. We found that update KB5022360 for Windows 11 has been causing the issue. If you updated to it and try to install Adobe Acrobat 2020, you'll get the BSOD as soon as it gets to the point of installing the Print to PDF portion. If you install Adobe Acrobat 2020 prior to updating and then install the update, you will enter into a BSOD loop that can only be broken by entering safe mode and uninstalling Acrobat.

      4 replies

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      defaultiw4qe362mefv
      Participating Frequently
      February 8, 2023

      Edit: I work in IT and my coworker just installed Adobe Acrobat Pro 2020 on three PC's without error and the last 3 he set up all blue screened with this same error.

        W
        WhileIHaveYouCorrect answer
        Participant
        February 9, 2023

        IT guy. We are running into the same issue. We found that update KB5022360 for Windows 11 has been causing the issue. If you updated to it and try to install Adobe Acrobat 2020, you'll get the BSOD as soon as it gets to the point of installing the Print to PDF portion. If you install Adobe Acrobat 2020 prior to updating and then install the update, you will enter into a BSOD loop that can only be broken by entering safe mode and uninstalling Acrobat.

        D
        Dawna28307502dt7xAuthor
        Participant
        February 9, 2023

        I was reading back on what I wrote and, just to clarify, you want to uninstall the KB5022360 update. I didn't  want you running into that BSOD loop. It's quite annoying!


        Should I not install the KB even after the install Adobe?

        Thanks again

        T
        Test Screen Name
        Legend
        February 8, 2023

        CL.DLL is part of your graphics driver. So the first thing to do is update your graphics driver - these are a common source of issues.

        D
        defaultiw4qe362mefv
        Participating Frequently
        February 8, 2023

        Thank you, I will give that a shot!

        try67
        Community Expert
        try67Community Expert
        Community Expert
        February 8, 2023

        What's your OS version? Be aware this version of Acrobat (not to mention XI!) are no longer supported by Adobe.

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        defaultiw4qe362mefv
        Participating Frequently
        February 8, 2023

        OS is Windows 11. Brand new Laptop. I understand X1 and 2017 are no longer supported, but I work for local Govt and we are always behind.

        kglad
        Community Expert
        kgladCommunity Expert
        Community Expert
        February 8, 2023

        @defaultiw4qe362mefv 

         

        uninstall

        clean

        restart computer

        re-install using compatibility mode, win 10

        kglad
        Community Expert
        kgladCommunity Expert
        Community Expert
        February 8, 2023

        use the acrobat cleaner tool.

         

        https://helpx.adobe.com/download-install/kb/uninstall-reinstall-acrobat.html

         

         

        in the future, to find the best place to post your message, use the list here, https://community.adobe.com/

         

        p.s. i don't think the adobe website, and forums in particular, are easy to navigate, so don't spend a lot of time searching that forum list. do your best and we'll move the post if it helps you get responses.

         

        <moved from using the community>

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          defaultiw4qe362mefv
          Participating Frequently
          February 8, 2023

          I used the tool, but still have an entire folder for Adobe in C:\Program Files(86) so I am not positive it all got cleaned up. I read it could be a hardware issue, but the laptop is brand new and Dell just replaced the original one due to faulty usb ports. I am hoping it isn't that or the OS. Thank you for the advice. I will do that next time.

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