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Acrobat DC "lost" after Microsoft update

Community Beginner ,
Mar 20, 2021 Mar 20, 2021

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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!

 

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correct answers 1 Correct Answer

Community Beginner , Mar 22, 2021 Mar 22, 2021
Thanks again for your interest. In the end, I was able to contact an Adobetechnical 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

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Adobe Community Professional ,
Mar 20, 2021 Mar 20, 2021

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which acrobat dc?  subscription or perpetual license?

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Community Beginner ,
Mar 20, 2021 Mar 20, 2021

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annual subscription


Joanne Stournara

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Adobe Community Professional ,
Mar 20, 2021 Mar 20, 2021

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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

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Community Beginner ,
Mar 20, 2021 Mar 20, 2021

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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

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Adobe Community Professional ,
Mar 20, 2021 Mar 20, 2021

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you're welcome.

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Adobe Community Professional ,
Mar 20, 2021 Mar 20, 2021

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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

Nancy O'Shea, Adobe Product User & Community Professional
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

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Community Beginner ,
Mar 20, 2021 Mar 20, 2021

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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

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Adobe Community Professional ,
Mar 22, 2021 Mar 22, 2021

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try a different browser.

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Community Beginner ,
Mar 22, 2021 Mar 22, 2021

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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

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Adobe Community Professional ,
Mar 22, 2021 Mar 22, 2021

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good to hear.

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