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R
Ryan5FDF
Participant
August 25, 2020
Answered

Error: Sorry something went wrong. Please try launching Acrobat first or contact your administrator.

  • August 25, 2020
  • 4 replies
  • 14183 views

Similar to this thread (now marked as resolved)

 

I am unable to launch Adobe Acrobat DC, all other Adobe apps work fine. I have uninstalled/reinstalled without any difference. On first launch, Acrobat will briefly launch and then crash, and the "Adobe Licensing Application" launches the error in the subject line.

 

I followed the advice in the above-mentioned thread, downloading & replacing the new com.adobe.acrobat.pro.plist file but this does not work.

 

The only thing I have not done is completely uninstall Adobe Creative Cloud and re-install all apps. Since I can see I am not the only one with this problem, I don't think it requires reinstallation. Using Adobe Cleaner, Acrobat does not show in the list of apps to be cleaned.

This topic has been closed for replies.
Correct answer Dotoki2

I solved the issue with this document

https://helpx.adobe.com/acrobat/kb/troubleshoot-activation.html#error-opening-acrobat-mac 

and solution with the app AcroNGLEnableTool executed in terminal.

4 replies

Dotoki2
Dotoki2Correct answer
Inspiring
February 4, 2021

I solved the issue with this document

https://helpx.adobe.com/acrobat/kb/troubleshoot-activation.html#error-opening-acrobat-mac 

and solution with the app AcroNGLEnableTool executed in terminal.

N
Nellie5E80
Participant
October 13, 2020

I'm also getting this error too, it started when I signed out of the app. Ever since it won't open. Have also tried all the steps listed in the responses. Please can this be looked into? I can use the web version but that is very time-consuming. All other adobe apps work as well.

Meenakshi Negi
Meenakshi Negi
Legend
August 25, 2020

Hi Ryan!

 

Thank you for reaching out and sharing the logs with us.

 

Please share the Acrobat and Creative Cloud application version installed on your Mac.

Also, share the the Mac OS version.

 

Thanks,

Meenakshi

 

 

 

Thanks,

Meenakshi

 

R
Ryan5FDFAuthor
Participant
August 25, 2020

Thank you!

 

Acrobat DC (20.0)

 

Adobe Creative Cloud 5.2.1.441

 

Mac OS Catalina | Version 10.15.6 (19G2021)

R
Ryan5FDFAuthor
Participant
August 26, 2020

 

Thank you for the information. We are looking into this issue and will keep you updated on this.

 

In the meantime, please would you mind removing 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 on this thread: https://community.adobe.com/t5/acrobat/error-sorry-something-went-wrong-please-try-launching-acrobat-first-or-contact-your-administrator/m-p/11389650?page=1#M273152

 

Check if that helps.

 

Regards,

Meenakshi

 


Thank you. I have already completed uninstalled Creative Cloud and rebooted. I tried to use the Cleaner Tool, but Acrobat does not display in the cleaner tool. So after I uninstalled Creative Cloud, I used the Cleaner Tool to remove EVERYTHING.

 

I then reinstalled Creative Cloud Desktop and Acrobat Pro DC. The same problem persists. I then replaced the .plist file as described in your link, this didn't do anything. The file mentioned above has "DC.PLIST" in the filename whereas the default preference file does NOT have "DC" in the filename. If you leave the file named as-is, Acrobat will just create a new pro.plist file. I renamed the new .plist file to remove DC from the filename but still, no difference. Acrobat launches for about 2 seconds and then crashes with this error.

 

This is completely stopping my ability to work.

    R
    Ryan5FDFAuthor
    Participant
    August 25, 2020

    Adobe Log Filename: AdobeLogs_20200825_114116_552-mac.zip

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