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Acrobat x stopped working....

Forum|Forum|13 years ago
June 12, 2012
26 replies
90357 views

A few days ago while viewing a .PDF Acrobat Pro X abruptly disappeared. Since then, it will no longer start under any circumstance. Win 7 x64

Tried the following.

1.) Control Panel, Programs, Programs and Features, Adobe Acrobat X Pro - English, Francais, Deutsch, Change, Repair. - *No Change in Behavior. Program will not start *

2.) Attempted the following suggestions found here:

http://helpx.adobe.com/acrobat/kb/error-pdf-creation-cannot-continue.html

Solution 2 did nothing. Solution 3 prompted me to enter my Acrobat X Pro serial number. I entered my CS6 Master Collection serial number that was emailed to me by Adobe. It told me I have an incorrect serial number and would not allow me to continue.

Adobe - I ask that you please look into this issue as soon as possible and post a fix. I have almost 3 hours tied up into trying to resolve this issue as I can no longer open any .PDF file on my machine. I also see countless other posts on the same issue with no permanent resolve.

Thank you.

This topic has been closed for replies.

Correct answer Amrita Chakrabarti

I spoke too soon. It's happening again. "NOT RESPONDING"

I really don't like Adobe right now. I cannot imagine how painful it is for you guys with multiple seats.

I'm posting on their fanpage right now.

For all the users who have faced a problem where Acrobat did not launch after 30 days of serializing with a suite serial number, please execute the following workaround:

Make sure you are connected to the internet.
Launch a regular CS6 product other than Acrobat or Flash Builder (for example: Photoshop, After Effects, Premier Pro, InDesign, Flash Professional, Illustrator, Dreamweaver.)
Click on Help->Deactivate .
Deactivate the application. Quit application.
Launch a regular CS6 product other than Acrobat or Flash Builder (for example: Photoshop, After Effects, Premier Pro, InDesign, Flash Professional, Illustrator, Dreamweaver.)
Accept Eula.
Register trial by signing in. Let the app launch.
Quit and relaunch the app. Wait for UI to come.
Click on License This Software button on the UI.
Click on Sign in .
Serial number screen will come
Enter the serial number in the serial number screen and click Next.
Quit app and relaunch the app while connected on the internet .

After this if you launch Acrobat it will launch and run forever without trouble. In case you still face a problem , try relaunching the other CS6 app once more and then launch Acrobat.

This will fix the problem and if done correctly by following the steps, you will NOT need to repeat the steps after 30 days

Please note:

1.Uninstall and reinstall will NOT fix the problem.

2.Deleting cache or renaming is NOT a solution as it will cause unintended side effects.

In case you face a problem like recurrence after 30 days, please send me a message so that I can help you get the steps corrected.

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Robert A Wallace

Participating Frequently

I am having exactly the same problem......................only noticed when I tried to open a PDF that someone sent me. Acrobat X is simply not responding. This is very irritating to quite a number of people by the sound of things...............I have not seen any comments from Adobe (have I missed something?)

Creative Suite Design & Web

Windows 7 64

Bob W

I now have an answer that works for me for the Creative Suite Design & Web Premium - CS 6 (I cannot speak for other variuations).

It was thanks to a nice Man in India somewhere (Adobe Technical Support)

1 Open Photoshop (or other Application in the Suite)

2 De-activate Photoshop (or opened Suite Application)

3 Close Photoshop........you know the drill

4 Re-open Photoshop (or other Suite Applicatioin) ........You might be asked to Log On or enter the "Activation Key" for the Suite

5 Open Acrobat Pro X..............You will be asked to Log On or enter the "Activation Key" for the Suite

6 The problem has gone..................for now!!

7 It works, but I have no idea what comes next..................Good Luck to all who have encountered this problem.

Bob W

Message was edited by: Robert A Wallace

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rrkaiser704

Participating Frequently

The irony is that someone has posted a reply dated June 15 as "Correct".

See the post immediately following the parent of this thread.

Don't know who decides on "Correct" or why they would think the "solution" posted would be considered correct.

I sure don't. "Correct" is for a CS6 bug to be corrected, that is, fixed.

Maybe if the post were titled "Ugly work-around that sometimes works"...

Anybody got pull with Adobe powers that be?

Posting pleas in this thread... looks futile...

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BrightlandCo

Known Participant

I uninstalled CS5.5 and CS6, then reinstalled CS6- problem still occurs. Ugly work around is to keep replacing the DB file EVERY DAY. Adobe are you going to fix this bug?

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Paul_Boland

Participating Frequently

That's what I'm doing, replacing the DB file with a good copy every day or two. It's a pain!! I'm stunned that there is no official word from Adobe on this issue and what they are doing to resolve it.

T

thevmd

Participant

I also have the same problem. This is the 3rd time since I installed CS6 that it just stopped working. The first two times I had to uninstall, this last time I tried the suggestion of deleting the cache database file (located in C:\Program Files (x86)\Common Files\Adobe\Adobe PCD\cache) and Acrobat fired right up afterwards. I still had to re-enter my serial number, which is a major pain, but at least I didn't have to re-install again which is more of a pain!

ADOBE - Fix this!!!

**UPDATE** Less than 30 minutes after posting this, Adobe Acrobat Prp stopped working again!

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rrkaiser704

Participating Frequently

Thank you, Rog

Good work and good information.

Now, to Adobe...

You have a known problem

with severe effects... on people who rely on your products...

Why not post prominently what Rog posted?

Seems like a no-briainer...

if you want to give good - no make that - adequate customer service.

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rmloeb

Participating Frequently

After much complaining, and some emails directly to Adobe execs, I got a call yesterday from a most helpful (and very knowledgeable) Adobe support person. There are multiple versions of this problem, with different causes, so it's difficult to create a "onse-size-fits-all" fix. The root cause of one variant of the problem is that if you open CS5 after you have installed and opened CS6, the licensing information from CS6 gets over-written. (CS6 uses a different licensing mechanism.) The solution in my case was to uninstall Acrobat, re-install from the distribution media, open Photoshop (somehow triggers the licensing mechanism), then open Acrobat. I got a delightful message, almost humorous, "Master Collection Trial -- You can try this product for 32767 days" On the bottom of that screen there's a control "Licensing" that looks like it's grayed out, but clicking it produces a dialog asking you to enter the serial. (When you re-installed Acrobat the installer already located the serial number, but the left hand doesn't know what the right hand is doing.) Entering the serial number got everything activated and (apparently) running just fine. Note, however, that there are other variants of this problem, and that this approach may not work for you.

Incidentally, when Acrobat does "nothing," you can look in your %TEMp% directory and find amt3.log. There's a bunch of cryptic stuff in here, but eventually you'll find where it couldn't find the license and decides to quit (without telling you).

Rog

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Anonymous

Thank you Rog, good work indeed and thank you for the information.

The ball is in Adobe's court now. I hope they will fix this since I can imagine quite a number of customers purchased CS6 as an upgrade instead as a full product. Let's wait and see.

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Paul_Boland

Participating Frequently

I bought CS6 as a complete standalone product, my first time investing in the software (Master Collection CS6). Love the software but not happy at all with Acrobat keep stopping to work . Come on, Adobe, release a patch, get it sorted!!

Gigi_C

Participating Frequently

I am having the same problem, Adobe Acrobat will not open any documents, it tells me it is a trial, I click on license product and get a thank you for your Adobe Cloud subscription... but then when I try to open a pdf I get the same message it just keeps looping from trial will run out in 7 days to trial will run out in 13 days and I can never open a pdf. It seems like this issue has gone on for months... it is July now, and still not a reply from any Adobe Help in this forum... going to try and uninstall and reinstall. For most of us, not being able to open a pdf is comparable to not being able to work. This is totally UNacceptable. Clients and bosses are counting on my being able to do my job, I can't say to them, "Oh well the dog "Adobe" ate my homework." PLEASE fix this Adobe! Thank you.

Here is a screen shot of the messages...

Gigi_C

Participating Frequently

Uninstalled, rebooted, reinstalled from Adobe Application Manager, thought all was great when it asked for my user name and password, then when I clicked Launch... same issue. FRUSTRATING!

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Alperian

Known Participant

Yes. This is recurring. This is maddening. this is unacceptable. Especially when I get one of those greedy get your free gift [which is usually as useful to me as a wheel on a walking stick] offers from adobe through acrobat and are sent to my profile for the 10,000th time and are offered nothing, before acrobat imposes industrial action again.*

This even makes Microsoft competent and altruistic.

*acrobat and adobe iare in lowercase intentionally: not a typo.

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Anonymous

The strange thing is that Desktop Search (searchfilterhost.exe) also has problems ever since this started. I keep getting an error message about memory not being read. It could be a coincidence but my machine has been a reliable and stable one until this strange Acrobat thing reared it's ugly head. I tried to reinstall Desktop Search but this did not solve the problem. The two seem to be going together, at least it seems so to me.

I also notice that the Desktop Search problem seems to occur when I have a browser open. The browser uses the Acrobat plugin... I am not sure but could there be a relationship here? I don't want to cause confusion mind you, just wondering what the link could be.

I use Bullzip printer to create PDF's since Acrobat would often crash when printing many pages, Bullzip works just fine. But since this problem, the PDF will not be opened after printing. The default setting is viewing in Acrobat and now that that is acting up, the printed file is very silent. Seems to me many processes are interacting here.

This is a big problem. I hope Adobe will take this seriously and at least alert people that there could be a problem.

I am interested to find out what we all have in common. Could there have been a bug in a recent update?

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Anonymous

Same here... Two days ago, Acrobat suddenly stopped functioning. I do not understand Adobe not taking this seriously. I own a suite, it's not like I payed 0.99 for it. I hope the patch will be available soon since I work with certified documents that I have to be able to open even months later, sometimes over a year. If anything goes wrong here... I am very dissatisfied.

ada_mju

Known Participant

I join you guys. I don`t remember since when, but my pdfs don`t open at all either. Even scanned documents as pdf do not open after all. No reaction.
I`m Windows 7 64bit user with installed Adobe Creative Suite 6 Design & Web Premium

It looks like I have to re-install Foxit again.

Is here anyone from Adobe who can answer?

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rrkaiser704

Participating Frequently

Me too. Same problem. Acrobat X Pro working fine, used often. Yesterday, would not start up.

I was scanning forums and was offered "chat technical assistance" by Adobe. I accepted. Took more than 30 minutes but was effective. "Savaran" (spelling?) ultimately asked for "remote control" which I gave. He deleted "cache.db" Had to re-enter the product key. Acrobat was working again. All appears well. I asked for an explanation of the problem - "license corruption or cache.db problem" is what I got. (I have no knock on Savaran, he fixed a problem.)

Entry 11 suggested a 30 day licensing issue associated with CS6. I checked my CS6 Design Premium install date. Exactly 30 days prior so...

Will definitely try 7.818 if it happens again.

Not being able to read/modify PDF's... that's a show-stopper in my work.

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rmloeb

Participating Frequently

Where, pray tell, does cache.db hide? Scanned my entire machine and can't find it.

I'm on the road and don't have access to the serial number, so none of this will work until I get back to the office.

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BrightlandCo

Known Participant

On Windows 7x64, cache.db is here:

C:\Program Files (x86)\Common Files\Adobe\Adobe PCD\cache

My solution until Adobe fixes this bug:

1. Delete cache.db and follow Adobe directions to get working again.

2. Copy the new cache.db to _cachegood.db.

3. Create a link on the Desktop to the above path.

4. Create a file in the cache dir: fixdb.bat. Edit and paste in this code, then save the file:

copy _cachegood.db cache.db

pause

5. Each time the bug returns (and it will return frequently, perhaps every day), use the shortcut to get to the cache dir, then run the batch file.

Apparently this bug is not an easy fix: major flaw and hopefully a patch will be available soon.

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Michaeltm-T7FupN

Participating Frequently

Same issue for me. Was working this morning now nothing.....

Also what's allways been a challenge in Acrobat is deleting a pdf is sometimes not possible after closing acrobat, unless you go into the task manager and end acrobat manually. For some reason Acrobat does not let go and likes to thinks it open even when closed.

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