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

Report · Nov 16, 2021

Hi,

Trying to do a new install of Acrobat Pro 2020 (license purchased from Staples) on a Windows 10 machine. After installation and asked to sign-in, and getting an ambigious: "Error: Sorry something went wrong. Please try launching Acrobat first or contact your administrator.".

Tried uninstalling all Adobe products, as well as, the Adobe Cleaner, no luck. Also have the logs for the Log Collector tool if needed (won't let me attach zxp file type).

Thanks,

Rob

Report · Nov 16, 2021

Hi Rob,

Thank you for reaching out and sorry about the trouble.

As you get the error message, could you please confirm if you were previously using any other version of Acrobat on the machine?

If not, please try removing the application and Adobe folders on the machine. Reboot the machine and then install Acrobat 2020 from this link: https://helpx.adobe.com/download-install/kb/acrobat-2020-downloads.html.

If the issue persists, try creating a new user account on your machine and install Acrobat 2020 there. Then check if you experience the same behaviour.

Let us know how it goes.

Thanks,

Meenakshi