What happened to Adobe Acrobat?

Community Beginner ,
Jul 18, 2022 Jul 18, 2022

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On Thursday my Acrobat was working just fine. I send out contracts to be electronically signed.  Today is will attempt to open then the screen closes out.
I uninstalled it and reinstalled it. Restarted my computer. NOTHING IS WORKING!!!!

I looks like there was an update on the 13th I saw in another post. I'm guessing that this update was a bad one or did not fully download. HELP PLEASE.

 

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General troubleshooting , Install update and subscribe to Acrobat , Standards and accessibility

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Adobe Employee ,
Jul 19, 2022 Jul 19, 2022

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Hi Becky

 

Hope you are doing well and sorry to hear that.

 

As described the application is crashing when you try to send the document for signature after the recent update.

 

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 22.1.20169 installed. Go to Help > Check for updates and reboot the computer once.

 

Also, try to repair the installation from the help menu (Win Only) and see if that works.

 

If it still doesn't work, please remove the application using the Acrobat cleaner tool https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html , reboot the computer once, and reinstall the application using the link https://helpx.adobe.com/acrobat/kb/acrobat-dc-downloads.html and see if that helps.

 

Regards

Amal

 

 

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Community Beginner ,
Jul 19, 2022 Jul 19, 2022

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I am not able to open the program where I can even fill in the spots to have them sign. I am able to open Creative Cloud and there is a screenshot of all those things. However, for Adobe Acrobat DC, I am not able to open the program at all. 
 
I uninstalled and reinstalled 3 times yesterday. I would assume it would be downloading the latest version. Nothing is working. If I hit the open button then a new screen opens up for about 3 seconds, is blank then closes right away.
 

We have uninstalled both Acrobat DC and Creative Cloud. It is still having issues. We also tried the destill Acrobat along with the cleaner. Very frustrating that we are paying for a service that we can't even use. This has been going on for a few days. Please Help!

 

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Adobe Employee ,
Jul 19, 2022 Jul 19, 2022

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Hi there

 

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

 

Also please try to create a new test user profile with full admin rights in Win or enable the root account in Mac and try using the application there and check.

 

Regards

Amal

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Community Beginner ,
Jul 19, 2022 Jul 19, 2022

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I have done that and it is still not opening. 

Any other work around?

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Adobe Employee ,
Jul 20, 2022 Jul 20, 2022

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Hi there

 

Would you mind collecting the Adobe CC logs https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html , procmon logs https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html and share them via document cloud as described here https://helpx.adobe.com/document-cloud/help/sharing-pdfs.html for further investigation of the issue.

 

Regards

Amal

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Community Beginner ,
Jul 21, 2022 Jul 21, 2022

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I have done all of that and it is still messing up. 

Hopefully a new update will come out soon and fix it.

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Community Beginner ,
Jul 21, 2022 Jul 21, 2022

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Tue Jul 19 09:30:35 2022 ** Info : Log Started : Acrobat Cleaner Tool.
Tue Jul 19 09:30:43 2022 ** Info : Product available for upgradeCode {AC76BA86-0000-0000-7760-7E8A45000000}:
Tue Jul 19 09:30:43 2022 ** Info : Installed products found #1:
Tue Jul 19 09:30:43 2022 ** Info : Manufacturer: Adobe
Tue Jul 19 09:30:43 2022 ** Info : Product: Adobe Acrobat DC (64-bit)
Tue Jul 19 09:30:43 2022 ** Info : Version: 22.001.20169
Tue Jul 19 09:30:43 2022 ** Info : GUID: {AC76BA86-1033-FFFF-7760-BC15014EA700}
Tue Jul 19 09:30:43 2022 ** Info : Cached MSI location: C:\Windows\Installer\1337d75.msi
Tue Jul 19 09:30:43 2022 ** Info : Install location: C:\Program Files\Adobe\Acrobat DC\
Tue Jul 19 09:30:45 2022 ** Info : Product to clean : Acrobat
Tue Jul 19 09:30:45 2022 ** Info : Initialized Acrobat Configurations .
Tue Jul 19 09:30:45 2022 ** Info : Clean level : All
Tue Jul 19 09:30:45 2022 ** Info : Product available for upgradeCode {AC76BA86-0000-0000-7760-7E8A45000000}:
Tue Jul 19 09:30:45 2022 ** Info : Installed products found #1:
Tue Jul 19 09:30:45 2022 ** Info : Manufacturer: Adobe
Tue Jul 19 09:30:45 2022 ** Info : Product: Adobe Acrobat DC (64-bit)
Tue Jul 19 09:30:45 2022 ** Info : Version: 22.001.20169
Tue Jul 19 09:30:45 2022 ** Info : GUID: {AC76BA86-1033-FFFF-7760-BC15014EA700}
Tue Jul 19 09:30:45 2022 ** Info : Cached MSI location: C:\Windows\Installer\1337d75.msi
Tue Jul 19 09:30:45 2022 ** Info : Install location: C:\Program Files\Adobe\Acrobat DC\
Tue Jul 19 09:30:45 2022 ** Info : Product available for upgradeCode {AC76BA86-0000-0000-7760-7E8A45000000}:
Tue Jul 19 09:30:45 2022 ** Info : Installed products found #1:
Tue Jul 19 09:30:45 2022 ** Info : Manufacturer: Adobe
Tue Jul 19 09:30:45 2022 ** Info : Product: Adobe Acrobat DC (64-bit)
Tue Jul 19 09:30:45 2022 ** Info : Version: 22.001.20169
Tue Jul 19 09:30:45 2022 ** Info : GUID: {AC76BA86-1033-FFFF-7760-BC15014EA700}
Tue Jul 19 09:30:45 2022 ** Info : Cached MSI location: C:\Windows\Installer\1337d75.msi
Tue Jul 19 09:30:45 2022 ** Info : Install location: C:\Program Files\Adobe\Acrobat DC\
Tue Jul 19 09:31:22 2022 ** Info : Uninstallation return code : 1641
Tue Jul 19 09:31:22 2022 ** Info : Uninstallation message : The requested operation completed successfully. The system will be restarted so the changes can take effect.

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Adobe Employee ,
Jul 25, 2022 Jul 25, 2022

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Hi there

 

Thanks for sharing the information and sorry for the delay in response.

 

Also, please try to request signatures via Document Cloud https://acrobat.adobe.com/link/home/ and see if  that helps.

 

Regatrds

Amal

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Community Beginner ,
Jul 25, 2022 Jul 25, 2022

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It finally let me get it downloaded and working. Thank you for all your help

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New Here ,
Jul 25, 2022 Jul 25, 2022

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How did you get it working? Having the same issue.

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Community Beginner ,
Jul 26, 2022 Jul 26, 2022

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I uninstalled it and then used the link that was left in the comments https://helpx.adobe.com/acrobat/kb/acrobat-dc-downloads.html

I hope this works for you. It took me 3 days to get it up and running.

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