Acrobat - White box after install

[Zac38169401nqgk]

I originall was having an issue where many of the buttons for tools and navigation were invisible. I was able to use Acrobat without issue yesterday but starting today the buttons were there but the icons never loaded. I was able to hover over the icons and see a box surround where the button should be and if I hovered there the tooltip would appear explaining what the button did. Clicking the space also worked so this looked to be a purely visual bug. 

I ran a repair. No change

Rolled back to the classic UI and many of the icons were still missing but now when I try to click on anything I saw a warning saying  "an internal error occurred".

For example if I selected 'File' at the top left I would get that error and after selecting Ok the box reappeared. If I selected Ok ~10 times the error box eventually stopped appearing and the File menu would drop down but I was unable to interact with it without it causing the error to reappear.

I uninstalled Acrobat, restarted, reinstalled from the Download link on Adobe.com

This installed Acrobat and CC

after the re-install Acrobat opens to this page which is mostly a white box

I uninstalled Acrobat and CC then ran the creative cloud cleanup tool then restarted

https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html

I then downloaded the standalone Pro copy for acrobat since I don't want or need CC

https://helpx.adobe.com/acrobat/kb/download-64-bit-installer.html

I am getting the same issue with this install as well

After opening the app and letting it sit for 5ish mins I got a prompt to sign into my Adobe profile which I was able to do without issue. This prompt appeared in a separate box like normal and there were no visual bugs on the popup.

I tried opening a .pdf instead of the app itself to see if maybe opening a file would work but I see this error saying "There was an error opening this document. An internal error occurred."

The attachment is a screen recording of what the experience looks like in the current situation

Edition Windows 11 Pro N
Version 23H2
Installed on ‎4/‎7/‎2023
OS build 22631.3737
Experience Windows Feature Experience Pack 1000.22700.1009.0

I've checked my update history and haven't had any new installs/updates to the rest of my environment in the last week.

[Zac38169401nqgk]

I opened Acrobat via the "Notification Manager" app and was able to see a window that looks normal in the foreground. I don't think this will really add any additional context but thought I would share the screen recording.

[Meenakshi Negi]

Hi Zac38169401nqgk,

Thank you for reaching out.

Please let us know if you have started experiencing this behavior recently. Try once reinstalling the application using the steps suggested below: 

-Remove the application and run the cleaner tool (https://adobe.ly/4ewwrka).
-Reboot the machine
-Install Adobe Acrobat from the following page: https://adobe.ly/4eva1Qj.

Check if you get the same results. If yes, share the Acrpobat and OS version numbers. Share the process logs using the steps suggested here: https://adobe.ly/3VR4wE3. 

We will get this checked.

Thanks,

Meenakshi

[Zac38169401nqgk]

As previously mentioned there were no issues Jun 19 or prior. When attempting to use Acrobat on Jun 20 I started having the issues mentioned in the original post. 

I followed the steps you mentioned and verified Acrobat was removed by the cleaner prior to the restart. 

After completing the install I am seeing the same issue. 😞

Windows reports the version of Acrobat as 24.002.20857

I also have attached the log from running the cleaner in case that helps.

I submitted my diagnostic logs using ID a6ded45f-7fa5-472e-8806-5088bcee291b

[Zac38169401nqgk]

This issue is still ongoing 😞

[Meenakshi Negi]

Hi Zac38169401nqgk,

Thank you for sharing the logs. We will get this checked and update you.

We appreciate your patience.

Thanks,

Meenakshi

[Zac38169401nqgk]

I have not seen any communication regarding this issue. This is still unresolved 

[Meenakshi Negi]

Hi Zac38169401nqgk, 

Thank you for your patience.

We have shared the information with the team to get the logs checked. We will update you once we have more information from the team.

Thanks,

Meenakshi

[Meenakshi Negi · Accepted solution]

Hi Zac38169401nqgk,

Thank you for your patience.

Please try the below suggestion and let us know if that helps.

Ensure that Acrobat is not running. Try to delete Acrobat’s app data folders mentioned:

• “C:\Users\<USER NAME>\AppData\Roaming\Adobe\Acrobat\DC”
• ‘C:\Users\<USER NAME>\AppData\Local\Adobe\Acrobat\DC”

Then, check if you can use the application.

Let us know how it goes.

Thanks,

Meenakshi

[Zac38169401nqgk]

I am now able to get past the error. I'll let you know if that changes but so far it looks promising. 

[Meenakshi Negi]

Hi Zac38169401nqgk,

Glad to know the suggestion helped. 

Let us know if you need any help.

Thanks,

Meenakshi

Got your issue resolved? Please label the response as 'Correct Answer' to help your fellow community members find a solution to similar problems.

[DavidMTI · Accepted solution]

Hello.

I just had the same issue this morning after installing version 24.002.20857 yesterday afternoon.

Please be advised that the correct procedure is to do ALL the steps outlined, not just the deltion of the DC information whcih is currently marked as the solution. I tried this and it did not work.

So, the correct "fix" for this bug / error is:

1. Remove the application (and adobe cloud) using windows | settings | apps
2. Run the cleaner tool (https://adobe.ly/4ewwrka).
3. Reboot the machine
4. Install Adobe Acrobat (Pro) from the following page: https://adobe.ly/4eva1Qj.
5. Ensure that Acrobat is not running (including all integrated products from Microsoft which may automatically load on startup).
6. Delete Acrobat’s app data folders (entire folder, not contents):

• “C:\Users\<USER NAME>\AppData\Roaming\Adobe\Acrobat\DC”
• "C:\Users\<USER NAME>\AppData\Local\Adobe\Acrobat\DC”

7. Open Adobe Acrobat and log in. 

Thanks. 

[Zac38169401nqgk]

I changed this to be the correct answer. Thank you