Acrobat DC "lost" after Microsoft update

[joannes55828365]

After a recent Microsoft Update (approx 17 Mar 2021), Acrobat has been "disconnected" and cannot be reinstalled on my computer. I deleted existing Acrobat files, downloaded and tried reinstalling. Reinstallation is very slow, and when it attempts to launch, nothing happens.

Also, I cannot connect to chat for technical assistance.

I'm not a technical person and appreciate any help. Thank!

[kglad]

which acrobat dc?  subscription or perpetual license?

[joannes55828365]

annual subscription


Joanne Stournara

[kglad]

uninstall every cc app including preferences, https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html
then uninstall the cc desktop app, https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html
clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html
check for, and if available, update your os
restart your computer (don't skip this)
reinstall the cc desktop app, https://helpx.adobe.com/uk/download-install/kb/creative-cloud-desktop-app-download.html

if you're unable to install the cc desktop app at this stage, use the link at the bottom of the page at https://helpx.adobe.com/uk/download-install/kb/creative-cloud-desktop-app-download.html

use the desktop app to install your cc programs/trials

[joannes55828365]

Thank you very much for replying. Since I am not a technical person, I will
ask my son to help me, following the instructions you have so kindly
provided.

I really appreciate your help. Keep safe and healthy!
Joanne Stournara

[kglad]

you're welcome.

[Nancy OShea]

1. With a browser that accepts cookies and does not have script blockers, please log-in to your account portal below.

https://account.adobe.com/plans
2. Scroll down to Contact Adobe on the same page.
3. Online chat is available in English 24/7.
4. In the chat box, type AGENT followed by enter key and wait for a human.
5. Alternately, phone customer service M-F during normal business hours.
https://helpx.adobe.com/contact/phone.html

[joannes55828365]

Thanks for the advice. I was unable to connect to online chat for some
reason -- in the past, I have been able to do this.

I haven't changed any of my computer settings recently -- the whole
situation started when I received an automatic Microsoft update.

Thanks again!
Joanne

[kglad]

try a different browser.

[joannes55828365 · Accepted solution]

Thanks again for your interest. In the end, I was able to contact an Adobe
technical support agent today, who managed to solve the problem.

I would like to thank everyone in the support community for their help.
Best wishes to all of you!
Joanne

[kglad]

good to hear.