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katef93810831
katef93810831
Participant
April 6, 2024
Answered

Newly-installed Acrobat Pro not working at all on brand-new MacBook Air M3

  • April 6, 2024
  • 1 reply
  • 1991 views

After letting it lapse for 1 year, I just re-subscribed to Acrobat Pro 2 weeks ago. It mostly works on my iMac. Wouldn't work at all on my iPad. 

 

But now I can't get anything to work on my new MacBook Air M3 (just simple selecting/copying, highlighting, commenting, etc.), and it's not showing all my Dropbox files. 

 

Just spent an incredibly frustrating 10 mins with the Virtual Assistant, and all I've learned is that no Customer Support staff are available until Sunday morning. Any suggestions (besides waiting until Sunday morning)?

 

tia!

 

    This topic has been closed for replies.
    Correct answer Amal.

    Hi there

     

    Hope you are doing well and thanks for reaching out.

     

    What happens when you try to open the application, do you get any error message, If yes, please share the screenshot of the same for more clarity.

     

    What is the version of the Acrobat DC you are using? To check the version go to Help > About Acrobat and make sure you have the recent version 24.02.20687 installed. Go to Help > Check for updates and reboot the computer once.
     
    Please try to reset the Acrobat preferences as described here https://adobe.ly/49Cm3Un
     
    You may also try to create a new test user profile with full admin rights or enable the root account in MAC https://adobe.ly/3xGVnEq and try using the application there and check.
     
     
    If it still doesn't work, please remove the application using the Acrobat cleaner tool https://adobe.ly/49yJZYH, reboot the computer and reinstall the application using the direct link https://adobe.ly/3xHgtT7 and see if that works.

     

    ~Amal

    1 reply

    Amal.
    Community Manager
    Amal.Community ManagerCorrect answer
    Community Manager
    April 12, 2024

    Hi there

     

    Hope you are doing well and thanks for reaching out.

     

    What happens when you try to open the application, do you get any error message, If yes, please share the screenshot of the same for more clarity.

     

    What is the version of the Acrobat DC you are using? To check the version go to Help > About Acrobat and make sure you have the recent version 24.02.20687 installed. Go to Help > Check for updates and reboot the computer once.
     
    Please try to reset the Acrobat preferences as described here https://adobe.ly/49Cm3Un
     
    You may also try to create a new test user profile with full admin rights or enable the root account in MAC https://adobe.ly/3xGVnEq and try using the application there and check.
     
     
    If it still doesn't work, please remove the application using the Acrobat cleaner tool https://adobe.ly/49yJZYH, reboot the computer and reinstall the application using the direct link https://adobe.ly/3xHgtT7 and see if that works.

     

    ~Amal

      katef93810831
      katef93810831Author
      Participant
      April 12, 2024

      Hello, Amal, thank you for your response. I did finally connect with customer support, and they uninstalled and re-installed the whole package. it still wasn't working, but once they reset the UI to the older version, it started working just fine. So, perhaps a faulty/corrupt package installation, and incompatibility between the  new Acrobat UI and the latest MacOS.  All good now!

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