can't open acrobat

[mokahya]

I can't use any acrobat feature I can't even open it. When I open it it shows a gray box with a blue circle that keeps spinning. I waited for a long time for it to disappear, but it remains the same.
What is the solution to this problem.

[mariahweyne]

Try unistalling using this tool - AcroCleaner — Acrobat Desktop Tools and Utilities (adobe.com) 

After uninstalling try reinstalling - you can use this link How to download and install Acrobat DC subscription on your computer (adobe.com) or by installing the CC desktop app -How to download the Creative Cloud desktop app (adobe.com)

[mokahya]

I did it like you said and it still same. I am using CC in my PC. A video about the problem  

[mariahweyne]

Maybe you can try contacting Adobe through their chat. Contact Customer Care (adobe.com)

[Serene_nature15C3]

Hi @mokahya 

++ Adding to the discussion

Would you mind collecting the Adobe CC logs https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html , Procmon logs (Win Only) https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html  and Adobe freeze logs https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html  and share them via any cloud storage. Just upload the log file to the cloud, generate the link, and share that link with us for further investigation.

Regards
Amal

[mokahya]

Thank you @Serene_nature15C3 
I did what did you ask me. the link https://drive.google.com/drive/folders/1S29YEUhcXywZIYPKko-hznWVPLGV41yg?usp=sharing .  If it is incomplete or wrong, please inform me. and thank you I still can't use Acrobat.

[Serene_nature15C3]

Hi there

Thanks for sharing the details. Also, please make sure you have the application updated to the recent version 23.03.20244 installed. Go to Help . Check for updates and reboot the computer once.

Let us know how it goes.

Regards

Amal

[mokahya]

Hi,
It is the latest version of AA

[Serene_nature15C3]

Hi there

Thanks for sharing the details. i have raised this issue to the engineering team for their review,will share the update as soon as we get any info.

Thanks for your tie and patience

~Amal

[mokahya]

@Serene_nature15C3 thank you.
By the way, the problem is still the same and I still can't use Acrobat. Acrobat is one of the most used apps by me for my university life.

[mariahweyne]

Can you use it online?  https://acrobat.adobe.com/ 

[mokahya]

@mariahweyne I think yes the same window didn't appear in the online version. 

[mariahweyne]

Check to see what happens when you click on Open Desktop version from the online version.

[Serene_nature15C3 · Accepted solution]

Hi there

The new version of Acrobat (23.03.20269) is now available to address this issue. Please update the application from the help menu > Check for updates and reboot the computer once.

You may also download the patch manually from the link https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/index.html and see if that works.

Regards

Amal