Why does Adobe make it so difficult to get help?

Report · May 30, 2017

I recently downloaded Reader DC - subscription (not free) and am having an issue. But there is no choice in the Support Section that enables me to get chat help - even though it's for a paid product.

First - It would be nice if the software didn't take control as the default software for all PDFs (after I made the mistake of selecting "make this the default") and won't let me change back to Adobe?

Second: Why is it so hard to get help?

I am an active Adobe subscriber: Photoshop Cloud, CS5, Lightroom Cloud, Lightroom 15, Adobe Acrobat, and now Reader DC. - come on guys, Can you make my life a little easier here...

Report · May 30, 2017

Hi Kurt,

Sorry to hear the inconvenience caused to you.

As mentioned above, that you have subscribed for the Adobe Reader DC subscription. So accordingly I have checked your account but couldn't find any subscription under it.

However, Adobe Reader DC is a free desktop application for which you do not need to subscribe.

I assume, that you might have subscribed for the Adobe Acrobat DC (Paid subscription) which is not registered to your current Adobe account or it could be a possibility that you have purchased that under a different email address.

Also, support for the free application is only available on Adobe forum and that is one of the reason when you have selected the product as Adobe Reader DC you were directed to the Forums not to the Chat or Phone help.

Please share your purchased order number via private message with us. We will go ahead and help you with the activation.

We would be looking forward for the update on this.

Regards,

Akanchha

Report · May 31, 2017

Hi Akanchha

Thanks for getting back to me - I've been tasked with helping the account owner resolve an issue with Reader DC - it's become the default program for pdfs and I can't change it back to Acrobat.

It's not an installation or activation issue. Its a tech support issue.

If you can help with this or have any ideas (I've reported the problem to the Community for guidance as well) I'd be very appreciative.

Regards,

Report · May 31, 2017

Why do you have both Acrobat and Reader installed? The former can do everything the latter can, and much more...

Report · May 31, 2017

I added on the feature that allows her to create word documents (that's the subscription part) which her version of Adobe isn't very good at. If not for that feature she would've just used Acrobat.

Report · May 31, 2017

Acrobat can convert PDF files to Word files just fine...

Report · Jun 02, 2017

Hi Kurt,

To make Acrobat your default PDF handler, please follow below steps -

1. Launch Acrobat.

2. Go to Edit -> Preferences or press (Ctrl+k).

3. Go to General tab and click on "Set As default PDF handler". (see below)

4. Now try to launch a PDF, it should get opened in Acrobat.

Please try and let us know your observations.

Thanks,

Gagan

Report · Jun 02, 2017

Hi Gagan –

The instructions you sent below -

3. Go to General tab and click on "Set As default PDF handler". (see below)

My Preferences -> General only has

· Basic Tools

· Warnings

· Print

· Application Set Up

The PDF handler is not included on the page.

None of which gives me the option of choosing a default program for pdf files.

Kurt OHare

[Personal info removed by moderator]

Report · Jun 10, 2017

Hi Kurt,

We apologize for the delay in response

Could you please share the screenshot of the menu that you see when you go to Preferences>General

For windows- https://helpx.adobe.com/acrobat/kb/not-default-pdf-owner-windows10.html

Also, to change the default app to open .pdf you may try the steps mentioned below-

Select any random .pdf file>Right Click>Open With> Choose another app> Check "Always use this app to open .pdf file">OK

-Akanchha

Report · Dec 11, 2023

I despair! I am glad I hope I cancel my account as I have just spent 4 hours trying to work out how to edit my work. Having a PhD doesn't help. I don't know who can use this site. I want to do something relatively simple and it's turnmed into a nightmare. The app constantly asked me to provide a password supposedly from the authors, but no password was set by them. Too awful for words and I'm working towards a publication deadline. I just need a simple app that allows me to edit...nothing more. Someone please help!! not the robot though.

Report · Dec 12, 2023

If it's asking for a password it means the file is protected. It won't let you edit it without it, although other apps might. And only the author of the file will know the password (hopefully).

The real question is why are you trying to edit a PDF file in the first place? All edits need to be done in the original file format.