Boxes and menu aren't visible

New Here ,
Dec 02, 2021 Dec 02, 2021

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Unfortunately I'm having trouble with the visablity of Adobe Acrobat Reader.

This is what I get when I just downloaded it: 

Kelsey220496483fx7_0-1638441172197.png

Can somebody tell me what to do? 

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Crash or freeze , Download and install , Windows

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Adobe Employee ,
Dec 02, 2021 Dec 02, 2021

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Hi Kelsey

 

Hope you are doing well and sorry for the trouble. As described, boxes and menu aren't visible

 

Please try to repair the installation form the help menu (Win only) and reboot the computer once and see if that helps.

 

You may also try to remove the appliction 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 ,
Dec 02, 2021 Dec 02, 2021

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Hi Amal, 

 

Thank you for your tips, but it didn't work.. I have no idea where I need to search to get this problem fixt. 

I hope you have more tricks for me to try? 

 

Gr.

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Adobe Employee ,
Dec 03, 2021 Dec 03, 2021

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Hi there

 

We are sorry to hear that. Have you tried to remove the application and then reinstall as described above.

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

 

Regards

Amal

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New Here ,
Dec 06, 2021 Dec 06, 2021

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Hello, 

 

This also didn't work. So I've tried to remove the application as you recommended, and reinstall of course but no success. Neighter a success with the test profile. 

 

Gr.

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Adobe Employee ,
Dec 06, 2021 Dec 06, 2021

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Hi there

 

We are sorry to hear that. Would you mind collecting the Procmon logs - https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html and Adobe CC logs https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html of the affected machine and share them with us via document cloud https://helpx.adobe.com/document-cloud/help/sharing-pdfs.html so that we can isolate the issue for the fix.

 

Regards

Amal

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New Here ,
Dec 06, 2021 Dec 06, 2021

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Hi Amal, 

 

Here you go: 

 

https://documentcloud.adobe.com/link/track?uri=urn:aaid:scds:US:c9297ac6-dd14-4604-966b-d347d2d965a0

But I can't send you the AdobeLogs. It looks like I need to take an upgrade to do this... 

Is there another way to send you these logs?

 

Gr.

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Adobe Community Professional ,
Dec 06, 2021 Dec 06, 2021

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@Kelsey220496483fx7 wrote:

This is what I get when I just downloaded it: 


 

Hi

As I understand it, you just downloaded Adobe Acrobat Reader and it has never worked. Can you tell us your system information including version of Windows OS?

Jane

 

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New Here ,
Dec 06, 2021 Dec 06, 2021

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Hello Jane, 

 

Yes I'm working with Windows 10 Pro, version 20H2. 

 

Gr.

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Adobe Community Professional ,
Dec 06, 2021 Dec 06, 2021

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I don't know if this will work, but I found a post on another thread where one user reported on 11 August 2021:

"By right clicking on Adobe Acrobat Reader Icon, selecting properties, then Compatibility and then selecting to execute this program in compatibility mode for Windows 8 works great for me."

https://community.adobe.com/t5/acrobat-reader-discussions/acrobat-reader-dc-will-not-open-on-windows...

 

Also, to confirm: did you download Adobe Acrobat Reader from this website?

https://get.adobe.com/reader/

 

~ Jane

 

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New Here ,
Dec 06, 2021 Dec 06, 2021

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Hi, 

 

I've tried what you suggested but unfortunately it didn't work. 

I can confirm you I've downloaded the application from this website https://get.adobe.com/reader/enterprise/

 

Gr.

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Adobe Community Professional ,
Dec 06, 2021 Dec 06, 2021

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Do you need Enterprise  or are you a single user?

 

"Both Acrobat Reader DC and the Acrobat Reader mobile app are free and available for volume distribution. A Distribution License Agreement is required for:
 

  • "Corporations and organizations that want to distribute Acrobat Reader or the Acrobat Reader mobile app on a company intranet site or local network.

  • "Commercial vendors that want to bundle Acrobat Reader or the Acrobat Reader mobile app on physical media such as a CD or DVD, on OEM hardware such as computers and mobile devices, or with OEM hardware such as scanners.


"Individuals interested in the software for personal use can download it free without applying for a Distribution License.
"

https://www.adobe.com/acrobat/pdf-reader/volume-distribution.html

 

Jane

 

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New Here ,
Dec 07, 2021 Dec 07, 2021

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Hi Jane, 

 

Well I'm a single user at the moment, but I need to get the Enterprise also. We're about to roll out Adobe in our whole organization. But neighter is working. I'm having this problem from the beginning and it looks like I can't fix it. 

Even when I try to print a PDF-file, opened up in Adobe Acobat, then he closes the whole application when he should be printing of course... 

It's very weird!

 

Gr.

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