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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
  • 52418 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
    T
    Todd5E4F
    Participant
    October 15, 2020

    Solved my issue but the problematic plist file that needs to be replaced was in the Library - Preferences folder. Not the System - Library - Preferences.

      J
      Jennifer5E15
      Participant
      October 13, 2020

      Thanks Meenakski: Some good news: I was having the same problem recently on 2017 MacBook Pro running Mojave 10.14.6 (from Creative Cloud with a Named User (Subscription) License). When I looked for com.adobe.acrobat.pro.plist in [system]/Library/Preferences, there was no file there. I downloaded the file you linked to, and put it in the [system]/Library/Preferences directory, and now the latest Adobe Acrobat Pro DC is working and I don't get the "Sorry, Something Went Wrong" pop-up that I always got before. Hope this helps others....

      J
      James5C0E
      Participant
      October 9, 2020

      Hello MeenakshiNegi,

       

      I've tried replacing 'com.adobe.acrobat.pro.plist' and following those directions provided as the correct answer. However, I'm still seeing the same error.

       

      macOS Mojave Version 10.14.6

      Adobe version is the latest one from Adobe.com Creative Cloud.

       

      I can't seem to upload the zip or zxp file. Please advice on how to attach the logs.

       

      Thanks for your help.

      I
      IT5EEC
      Participant
      October 9, 2020

      I'm having the same issue but I'm using Windows 10 and Acrobat 2020

        D
        default9x9g1ndz4gfh
        Participant
        March 24, 2021

        I am as well and can't seem to fix this.  Did anyone get resolution on this issue?

         

        Meenakshi Negi
        Meenakshi Negi
        Legend
        March 25, 2021

        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

        L
        laurier36833624
        Participant
        October 6, 2020

        I've been exeriencing the same issue for a week (since updating to macOS Catalina Version 10.15.7). I do not have the file 'com.adobe.acrobat.pre.plist' in "Preferences". I only have 'com.adobe.acrobat.DC.WEbResource.plist' and 'com.adobe.acrobat.pdfviewer.plist',

        L
        Libby5FCA
        Participant
        October 27, 2020

        Did you find a solution? I have the same in my preferences file.

        L
        Libby5FCA
        Participant
        October 27, 2020

        Ok, I didn't delete anything and just added the new plist and it worked!

        A
        Anonymous
        September 14, 2020

        Hi, I happened to find this thread while searching for solution to my issue, which is basically the same but my system is Windows. The error pops when launching Adobe Pro DC and closes the app out once I click on the Dismiss button. this was upgraded from a previous version. I guess it should start the Adobe sign-in dialog, but this does not happen.

        Thanks for sharing if you have any ideas...

        Anton

          B
          Bryan5E1B
          Participant
          September 9, 2020

          Would you happen to have the link for the updated plist file as the link in this posting doesn't take me to anywhere. 

            K
            kellychenandres
            Participant
            August 31, 2020

            I tried these steps and it worked for me. I'm on MacOS Mojave 10.14.1, Macbook Pro mid-2015 version. I uninstalled and re-installed Acrobat to get the latest version.

            B
            BWKrupa
            Participant
            August 14, 2020

            I started having the same exact problem yesterday.  Thank you for the solution!

            D
            Diana5c26
            Participant
            August 12, 2020

            I had the exact same problem and have been unable to use my Adobe Acrobat for weeks. I tried these steps and it works now! Thank you, Meenakshi!

            Show more replies
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