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TLD12345
Participating Frequently
August 7, 2023
Question

White box spinning loader, cant use software

  • August 7, 2023
  • 2 replies
  • 1168 views

Hello,

 

I get the attached white box almost immediately when opening the program, it locks up the computer, and I have to ctl alt delete to get rid of the programme. It displays a constant loading circle moving around but never loads anything. It happens. However, I try and open the software. 

 

I upgraded again to use the pro version again over the weekend, and since then, this has been happening. 

 

I noticed this on a few forums happening to others over the years, which is frustrating to see this issue dating back 3 or more years and still being a problem for your customers. However, none of the proposed fixes worked. As I run a small business I do not have time to be endlessly troubleshooting and either need this simply resolved ASAP or the subscription refunded and cancelled so I can purchase software fit for purpose without intervention from myself to make it so.

 

I look forward to a swift and decisive resolution and not endless troubleshooting as a response. 

Thanks,

 

    This topic has been closed for replies.

    2 replies

    mariahweyne
    mariahweyne
    Inspiring
    August 7, 2023

    These settings solves this for some users.

     

    T
    TLD12345Author
    Participating Frequently
    August 8, 2023

    Hi thanks, sadly I cannot get enough time to get to these options before the issue occurs and locks up the program.

      mariahweyne
      mariahweyne
      Inspiring
      August 8, 2023

      Try this:

      Go to https://account.adobe.com/security and end all active sessions.

      Go to https://acrobat.adobe.com/link/home  and see if you open/edit, in fact work with a document.

      If all is well, try opening you desktop version and see if the problem disappears.

      Amal.
      Community Manager
      Amal.Community Manager
      Community Manager
      August 7, 2023

      Hi @TLD12345 

       

      Hope you are doing well and thanks for reaching out.

       

      This issue is already reported to our engineering team and being worked upon. The fix will be available in the future updates

       

      ~Amal

      T
      TLD12345Author
      Participating Frequently
      August 8, 2023

      Well, that would be fine to hear. If you had not got me on a locked-in monthly subscription for a year, for a piece of software that CURRENTLY is not working at all. I do not intend to me sat paying for something that has a known issue that makes me unable to utilise the product I am paying for. Especially as the term 'future updates' doesn't exactly give me much of a timescale. What would you like me to relay to customers for not being able to carry out required tasks due to not having the software working?  How do you wish to correct this predicament I am in with yourselves? I optimistically assume that you will cancel my subscription and contract, as well as refund me this month's fee paid, due to not being able to provide a service or product that is usable.

       

      An apology for the huge time and inconvenience this has been, and the frustration its caused might go down well also. You know for customer retention or good customer service etc etc - although this appears to not be on the Adobe priority list.

       

      I look forward to understanding how Adobe proposes to correct the current situation.

      Thanks 

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