Free version of Acrobat literally won't open

[DirtDiver09]

The issue began a couple of weeks ago when I started getting an internal error.  I did the uninstall, reinstall thing.  Now, Adobe won't even open.  When I click on a PDF or click on the program, I'll get a white full-screen window for a few seconds, then it vanishes.  I've tried uninstalling, reinstalling, tried editing the registry when it claimed another copy of Adobe was already opened as I tried to open a PDF.  

Nothing at all has worked.  

[S. S]

Hi @DirtDiver09,

Hope you are doing well. Sorry for your experience!

Hope you are doing well. Sorry for the trouble.

Would you mind trying out the steps mentioned below:

Go to Start Menu-> Registry Editor-> below location:

Computer\HKEY_CURRENT_USER\Software\Adobe\Adobe Acrobat\DC\Privileged

Computer\HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Policies\Adobe\Adobe Acrobat\DC\FeatureLockDown

Once there, create a Dword bEnableProtectedModeAppContainer

and Value: 0.

Once done, try to launch Acrobat again.

Let me know if this helps.

-Souvik

[DirtDiver09]

I can't do that because I can't find what you're talking about.  This is a screenshot of what my registry looks like going to where you said.

[S. S]

Hi @DirtDiver09,

The path is HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Policies\Adobe\Adobe Acrobat\DC\FeatureLockDown

You missed the Policies folder and went into Software-> Adobe.

-Souvik

[DirtDiver09]

I think I did it right this time.  It still didn't help.

[try67]

You're under the "10" folder, instead of "DC".

[DirtDiver09]

No, your instructions are confusing & crap.  You're telling me two different paths to follow, then telling me I didn't go to the right spot, when I followed your instructions to the best of my ability.  I've tried running the cleaner again and reinstalling also.  IT WON'T OPEN.  White, full-screen window, then nothing.  

[DirtDiver09]

I just did it actually & it still didn't work.

[try67]

I didn't give you any instructions, just pointed out you were looking in the wrong place (again).

Good luck with your problem.

[S. S]

@DirtDiver09 When looking for the location, you can simply copy it from here and paste it on the registry top location bar.

It should save you from the hassle of trying and navigating through.

-Souvik

[DirtDiver09]

Like I said, I actually figured out how to do what you instructed.  It didn't work.

[S. S]

@DirtDiver09 Can you try right-clicking the app icon to run as administrator? 

Let me know if you see any error messages.

-Souvik

[DirtDiver09]

Makes no difference.  A white, full-screen window for a few seconds, then nothing.  FWIW: I'd tired it before replying but did so again just to confirm.

[S. S]

Thanks, @DirtDiver09, for trying out the steps.

We would need to get this investigated with the product team.

Please help us gather the logs from your machine: https://helpx.adobe.com/acrobat/kb/acrobat-diagnostics.html. Please make sure Procmon is selected. You can upload logs using this tool and share your Unique log ID with us. 

-Souvik

[DirtDiver09]

I would love to do that for you.  But I can't get the menu to open enough to do that.  As stated before, when I try to open Acrobat, when I try to open any PDF, I get a white full-screen window for a few seconds, then it goes away.  

[S. S]

@DirtDiver09 We have received the Log ID for the issue and shared this with the devs. 

Please allow me some time to get back to you with the findings.

-Souvik

[S. S]

@DirtDiver09,

Would you mind deleting the below file:

HKCU\SOFTWARE\Adobe\Adobe Synchronizer\DC\SophiaDTNotifications

Let me know if this works.

-Souvik

[DirtDiver09]

Please tell me where to find it?  

[S. S]

@DirtDiver09,

This should be in the Registry.

Simply open the Registry Editor, and paste the above path.

-Souvik

[DirtDiver09]

I think it worked?  Only confusing thing now is the option to copy file to clipboard isn't there.  Maybe that's because I did a free trial of premium because I had soe PDF's I needed converted to pictures?  Should I try uninstalling and reinstalling again?  How do I keep the same error from happening?  Please note I'm talking about the free version where there was an option to copy the file to clipboard.

[S. S]

@DirtDiver09,

Thanks for the confirmation. 

Would you mind getting a screen recording of the workflow you are referring to? 

Copying to a clipboard is a feature, that should be available across all versions and is a Windows feature.

You might want to try the steps mentioned in this Microsoft forum thread: Clipboard problem: Copy/Paste not working on Windows Apps - Microsoft Q&A.

-Souvik

[DirtDiver09]

I'm not exactly sure what you're asking for.  This is what an oppened file looks like.

There is no option to copy flie to clipboard.  I will run scannow as suggested in the other thread.  But the only issue this is happening with is Adobe Acrobat.  Which again makes me wonder if the issue is happening because I'm not using the free version?

[S. S]

Hi @DirtDiver09,

Hope you are doing well. Thanks for the response. 

From the screenshot, you are in edit mode. Would you mind clicking on the All tools tab from the top menu (below the home icon) and see if the options are available for you there?

-Souvik

[DirtDiver09]

As you can see, it makes 0 difference.

[S. S]

@DirtDiver09 Would you mind trying:

Go to Menu-> Disable New Acrobat-> Restart.

Once there, and if you see the option, please share a screenshot of the feature here too, so I can get it checked with the team.

-Souvik