Adobe Reader DC - Freezing with "Preparing to install..." prompt

New Here ,
Apr 12, 2021 Apr 12, 2021

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I'm trying to save some files in Adobe Reader DC v. 2100120145 but everytime I select "save as..." it pompts with a Windows installer "Preparing to install..." prompt and just hangs there.

 

Program have been uninstalled > Rebooted > reinstalled again

Repair option have been tried

Ran Adobe cleanup tool > reboot

Windows installer started/stopped (no effect)

 

Running on Windows v. 20H2

 

Anyone has any ideas for a fix ?

 

Thanks for your help.

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Crash or freeze , Download and install , Windows

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Adobe Employee ,
Apr 13, 2021 Apr 13, 2021

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Hi there

 

Hope you are doing well and sorry for the trouble. As described, everytime you select "save as..." it prompt with a Windows installer "Preparing to install..." prompt and just hangs there

 

As you have already tried most of the troubleshooting steps, please try to create a new test user profile in Windows with full admin rights and try using the application there and check.

 

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, and reinstall the application using the link https://get.adobe.com/reader/enterprise/

 

Regards

Amal

 

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New Here ,
Apr 13, 2021 Apr 13, 2021

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nothing else to fix this besides new windows profile ? doesn't sound right.

 

The cleanup tool/reinstall doesn't help this issue.

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