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Tech-nol
Participant
July 30, 2020
Answered

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

  • July 30, 2020
  • 21 replies
  • 52419 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

    L
    Leon303489989q5c
    Participant
    August 1, 2023

    I have the same Acrobat Licensing Application issue upon install of Adobe Acrobat - I have done several wipes and re-installs of Creative Suite, used the Cloud cleaner tool (Acrobat cleaner tool link leads to a missing page, otherwise I would have loved to try that too). Clearly it is a remnant of my expired Acrobat CC 2017, hidden somewere deep and not removed after many uninstalls / running the cleaner tool, which keeps popping up. All other apps (Photoshop, Illustator) started working after a the first full wipe and reinstall, but not Acrobat. Acrobat will open once, briefly, after a fresh reinstall and running the AcroNGLEnablerTool via Terminal, after that it will not. If I manually remove the com.Adobe.Acrobat.Pro.plist and insert the new DC version, it will start up one more time, and then again result in the Licensing Application "sorry something went wrong" loop again. Help from someone at Adobe to trace down the hidden remnant of Acrobat CC 2017, as was done for Catherine in this thread, would be much appreciated. Thanks, Leon

    mariahweyne
    mariahweyne
    Inspiring
    August 1, 2023

    Have you tried this cleaner tool?   Creative Cloud Cleaner tool

    L
    Leon303489989q5c
    Participant
    August 2, 2023

    Thanks for the suggestion. I had tried it and it did not work - same with the Acro Cleaner tool that I located through a web search. Finally got everything to work, though. I was not replacing the com.Adobe.Acrobat.Pro.plist with the DC version in the System Library, but only in User library (similar to Halldor comment from 06 September 2022). In the System Library, I also deleted the com.adobe.acrobat.DC.WebResource.plist -- that finaly got rid of the licensing App pop up window shutting down Acrobat.

      T
      Tebukuro
      Participant
      January 19, 2022

      Hi,

       

      I am also having this problem. I bought a new Adobe Acrobat Pro 2020. I had the previous version before (Adobe Acrobat Pro 2017) which I first uninstalled from the computer. After uninstall, I restarted the computer, downloaded the new verion (2020) and installed it. Now, when I am trying to start the application, this "Sorry something went wrong. Please try launching Acrobat first or contact your administrator" message appears.

       

      I have tried sign out and sign in multiple times. I also tried to unistall the whole software and used the AcroCleaner also. Nothing helps.

       

      The software says, that the trial has expired and I should buy a new software. Once there was an activation link and the title there was "Adobe Acrobat 2017". So is there still some traces from the previous version (2017) on my computer even though I have unistalled it? How can I delete those?

       

      Do you have any advices? The OS of the computer is Windows 10 Pro. It was quite an expensve software, so it would be nice to get it work.

       

      Thanks!

      J
      johannar19886719
      Participant
      January 19, 2022

      Did you try what I wrote on Jul 19th?

       

      "The following helped me:

      - browse to the location: [System Drive]:\ProgramData\Adobe
      - Rename the 'SLStore' folder to 'SLStore_old'
      - browse to the location: [System Drive]:\Program Files (x86)\Common Files\Adobe
      - Rename the 'SLCache' folder to 'SLCach_old'
      Then try to launch the program"

        G
        Gavin22695076dhc0
        Participant
        January 17, 2022

        I am using Windows 10 and this happened to me too. Product in question is Adobe Acrobat 2020 Professional.

         

        Managed to get it resolved by reaching out to Adobe Support (Chat) and granting them remote access to my computer.

         

         

        X
        XEROX21969837w3hk
        Participant
        November 28, 2021

        Hi dear,

        i recieve notifications for failed payment. of course it is cause i am no more interested by adobe. you may notice that i didn't use it - or few - last year. So, i must delete these paiements and brlieve that i am very sorry.

         

         

        XEROX

        znlatif@yahoo.ca

        J
        johannar19886719
        Participant
        April 22, 2021

        I have the same problem on Windows 10... I don't know what to do. Version 2020.001.30020

          D
          defaultjqqdyaa7d0m3
          Participant
          July 19, 2021

          I have the same problem on Windows 10 too. Can somebody help me?

          J
          johannar19886719
          Participant
          July 20, 2021

          The following helped me:

          - browse to the location: [System Drive]:\ProgramData\Adobe
          - Rename the 'SLStore' folder to 'SLStore_old'
          - browse to the location: [System Drive]:\Program Files (x86)\Common Files\Adobe
          - Rename the 'SLCache' folder to 'SLCach_old'
          Then try to launch the program

          D
          defaultforr6saw2ndz
          Participant
          March 19, 2021

          I am having this error on a Windows 10 computer when trying to install Acrobat 2020. I have uninstalled and reinstalled many times. I have tried rebooting at every step (after uninstall, after reinstall), no success. I tried the adobe acro cleaner several times now and then trying to reinstall. Nothing works. I have read every post that I could find on the topic. I have WASTED 3 hours on this now and I am very frustrated. It should not be that hard to install a software that I paid a lot of money for. Please give me a solution.

          D
          defaultforr6saw2ndz
          Participant
          March 19, 2021

          Finally resolved the issue. Figured it out on  my own. I turned off Windows Defender Firewall before attempting to open Acrobat the first time after the installation.

          C
          Carla5C37
          Participant
          March 8, 2021

          Meenakshi,

          Your original answer to the first question solved my same problem. Thank you so much.

          Carla

          M
          Mendel5ECF
          Participant
          December 24, 2020

          I have the exact same issue when opening on my Windows PC. What can I do?

          H
          Hanneke5F8F
          Participant
          January 22, 2021

          Error: Sorry something went wrong. Please try launching Acrobat first or contact your administrator. All other apps are workin;

          company licence.
          I have the exact same issue when opening Acrobat DC on my Macbook Pro 13" 2018.
          1) Updated the OS to Big Sur hoping to be able to open Acrobat DC. Nope.

          2) Reinstalled several times, threw away every file with Acrobat mentioned in its name.

          3) Adobe cleaner, app cleaners. 
          4) I downloaded the com.adobe.acrobat.pro.DC.plist and placed it on my computer (and removed the old plist). Unfortunately, I still get an Sorry, something went wrong warning.

          5) ICT helpdesk of our company tried a their best, no solution

           

          It just happened a few weeks ago. 
          What can it be?

            H
            Hanneke5F8F
            Participant
            January 22, 2021

            It works now.
            I deleted 2 files from the preferences folder 

            • com.adobe.acrobat.pro.plist
            • com.adobe.acrobat.DC.WebResource.plist

            I downloaded and added com.adobe.acrobat.pro.DC.plist
            found in above correct answer from MeenakshiNeegri             
            - 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

             

            Now it is working.

            C
            Caroline5C1D
            Participant
            November 24, 2020

            Dear Meenakshi,

            I have just renewed and paid my Adobe Creative Cloud membership, and all Apps are working again, except Adobe Acrobat DC. I downloaded the com.adobe.acrobat.pro.DC.plist and placed it on my computer (and removed the old plist). Unfortunately, I still get an Sorry, something went wrong warning.
            I have a MacBook Pro and I'm running McOS Mojave, 10.14.06.
            Any clue what I can do? I am rather hesitant to use the Adobe Creative Cloud Cleaner tool, since I'm not sure how that will affect all my other Adobe Apps, like Photoshop, Illustrator, InDesign etc. And ideas what I can do to fix this problem?
            All the best, Caroline

            R
            realistic_Moonlight5E8E
            Participant
            January 20, 2021

            Caroline,

            Hopefully you resolved this by now, but just in case you haven't wanted to let you know what worked for me.

            I didn't find the .plist named 'com.adobe.acrobat.pro.plist' file in System>Library>Preferences as recommended, but rather I found a file called 'com.adobe.acrobat.DC.WebResource.plist' and it was located in Library>Preferences on my computer.  I removed that and downloaded the 'com.adobe.acrobat.pro.DC.plist' file and it does work for me.  I didn't use the CC Cleaner either.  Hope you were able to resolve your issue.

            Best,

            ~michael

            L
            Leon5D99
            Participant
            October 19, 2020

            Yes! It works, problem resolved!

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