Participant

Question

My Adobe Pro crashes after Win11 update because of "terms and conditions"

Forum|Forum|1 year ago
December 10, 2024
2 replies
1215 views

I have the problem, after updating my Win11, that my adobe pro, after I have opened the program, that it always crashes on the message that appears about "that I must accept the terms and conditions".
This message does not appear immediately. I can still open my pdf documents and work on them or adjust them for x-time, but then this message keeps popping up and I cannot continue until I have accepted these conditions.
The problem is that I want to accept these conditions, but when I press the accept button, the screen flashes and nothing else happens.
I can then only close the program via the task manager.

Does anyone know what is wrong and how to solve this please?

This topic has been closed for replies.

S_S

Community Manager

Hi @Jarud,

Hope you are doing well. Sorry for the trouble.

When you launch Acrobat, could you check for any possible updates? We are live with a new release (2024.005.30320).

To do so, go to Menu-> Help-> Check for Updates.

If you experience the issue on the latest version, please help us gather the logs from your machine: https://adobe.ly/3Bpt1B6. Please make sure Procmon is selected. You can upload logs using this tool and share your Unique log ID with us.

Look forward to hearing from you.

-Souvik

J

JarudAuthor

Participant

Hi Souvik,

I followed your instructions about the logs and I have send the log report.

ID#4ecd6f60-a8c5-4a98-a1f6-0323f7d48b70

I looked also for which version I work, it is still a version from 2023.005.50233, i cannot make printscreen then the info dissepears.

When I try to click the update button failure message pops up. See pictures.

Regards

Rudi

S_S

Community Manager

Thanks, @Jarud, for the details.

Also, please run the Acrobat cleaner tool https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html, reboot the computer once, and install the application using the direct link https://helpx.adobe.com/acrobat/kb/acrobat-dc-downloads.html and see if that works for you.

-Souvik

R

ravinderg62643219

Adobe Employee

Hi @Jarud

Apologies for the trouble you had using Acrobat. Could you please try signing out and signing back in again in app.

Or you can try signing in with your Adobe ID on Adobe.com once.

Regards

Ravi

J

JarudAuthor

Participant

Hi Ravi

Thx for the reply.

I can login and logout, in the normal site and at the .com site. That works but still is the failure message coming.

Regards

Jarud

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