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Tech-nol
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July 30, 2020
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Error: Sorry something went wrong. Please try launching Acrobat first or contact your administrator.

  • July 30, 2020
  • 21 replies
  • 52417 views

Acrobat DC stopped working. Every time I try to open it, I get an error message saying "sorry something went wrong. Please try launching Acrobat first or contact your administrator". I have tried uninstalling and reinstalling all apps and creative cloud itself and updated my Mac OS, all to no avail. I also contacted my administrator and we tried using the Adobe cleaner and that didn't help either. I have been unable to open the application at all.

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    Correct answer default9x9g1ndz4gfh

    Hello!

     

    Thank you for reaching out and sorry for the trouble.

     

    Could you please confirm if you are still experiencing the issue? If yes, would you mind sharing more details about the issue?

    1. Acrobat version you are using.

    2. OS on the machine.

    3. Share the screenshot of the error message.

     

    Thanks,

    Meenakshi


    Hi and thanks for helping,

    I called adobe support and the problem is resolved. From my understanding there were traces of my previous purchased 2017 version in my system.

    Thank you again,
    Catherine

    21 replies

    Show previous replies
    Meenakshi Negi
    Community Manager
    Meenakshi NegiCommunity Manager
    Community Manager
    July 30, 2020

    Hi there,

     

    Thank you for reaching out and sorry about the trouble.

     

    As per your description, the error message appears when you try to launch the application on your Mac. Please try the troubleshooting steps suggested below:

    - On your machine, go to [system]/Library/Preferences 

    - Look for 'com.adobe.acrobat.pro.plist' and move this file to the desktop. 

    - Download the new 'com.adobe.acrobat.pro.DC.plist' file from this link: https://documentcloud.adobe.com/link/track?uri=urn%3Aaaid%3Ascds%3AUS%3A3c25d893-57bd-4166-8e37-10c1c89d05b9

    - Then place this new file to the [system]/Library/Preferences 

    - Now launch the Acrobat application.

     

    Hope it resolves the issue.

    Let us know if you need any help or experience any issue.

     

    Thanks,

    Meenakshi

      A
      Andrew5ce4
      Participant
      August 23, 2020

      Unfortunately I am having the same problem, but this solution did not work for me. I am using Adobe Creative Cloud through work, and all of the other Adobe apps are working well. I have tried uninstalling and reinstalling Acrobat, but the same error message keeps occurring. 

       

      Thank you for any help you can give me!

       

      All best wishes,

       

      Andrew

        Meenakshi Negi
        Community Manager
        Meenakshi NegiCommunity Manager
        Community Manager
        August 26, 2020

        Thank you for sharing the details and log files. We are looking into this issue.

         

        In the meantime, please try once to remove the application using the cleaner tool: https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html and reboot the machine.

        Then re-install the application and try the steps suggested in reply 1.

         

        Check if that helps.

         

        Thanks,

        Meenakshi

         

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