An empty white box is blocking my PDF

[pamguy]

Starting several days ago, an empty white box now blocks my PDF 1-2 seconds after I open Adobe Acrobat DC. Even when I open the desktop program by itself, without selecting a particular PDF, a large, empty, window blocks my Acrobat screen. The only option allowed by this box is to close it as a window. However, when I click to close the window, Adobe Acrobat closes entirely. 

I have tried:

1) logging out of my creative account and logging back in

2) going to "%appdata%\..\Local\Adobe\OOBE\" and deleting the "_LicenseAgreement.xml" file

3) uninstalling and reinstalling acrobat completely, several times

The blank, white box still persists. I am not sure how to proceed further.

[sangrover]

Hi,

Could you please provide the following details :

1. Are you able to access the Document cloud/My Computer tab under Home view or do you observe blank screens in those views as well?
2. Version of your Acrobat./OS.
3. Also could you please share a screenshot of your issue.

Regards,

Sandeep Grover

[pamguy]

1. I am unable to access the Document cloud/My Computer tab under Home view. The blank overlay window prevents access to any features of Acrobat.

2. My version of Acrobat DC appears to be (20.0). My operating system is:

3. Here is a screenshot of the box:white box screenshot

[sogoel]

Hi,

To investigate the issue further we would need logs using CC Log collector Tool :-

1. Windows     Windows (32 bit) | Windows (64 bit)

2. Double Click to open exe.
3. Run the Log Collector tool application
4. Follow the instructions shown on the screen.

If possible can you also please share fiddler logs with us :-

1. Quit Acrobat
2. Install fiddler from https://www.telerik.com/download/fiddler
3. Enable HTTPS decryption https://docs.telerik.com/fiddler/Configure-Fiddler/Tasks/DecryptHTTPS
4. It should throw a dialog to trust fiddler root certificate - https://docs.telerik.com/fiddler/Configure-Fiddler/Tasks/TrustFiddlerRootCert
5. Quit & Re-launch fiddler
6. Launch acrobat and wait for bank screen to come up.
7. You will see many network calls made by Acrobat in fiddler now. Wait for a minute so that all the required network calls are made.
8. Go to File->Save->All sessions to save the file and share with us.

Share the *.zxp file created by the tool and *.saz created by fiddler in a Private message. Click on the message icon on the top right corner to start the private message.

Thanks,

Somya Goel

[sogoel]

Hi,

In order to resolve this, can you please provide us logs by performing the below steps:

1. Download the tool - Windows (32 bit) | Windows (64 bit)
2. Double Click to open exe
3. Run the Log Collector tool application
4. Follow the instructions shown on the screen
5. Share the *.zxp file created by the tool

Thanks

Somya Goel

[Chandresh5CEF]

Did this get resolved as we are seeing the same issue on various PCs in our college on both Windows 7 and Windows 10

[AlexZG24]

I have exactly the same issue as descibed above - i.e. recently installed Adobe Acrobat DC (on Windows Server 2016) is NOT usable due to the "... large, empty, window blocks my Acrobat screen. The only option allowed by this box is to close it as a window. However, when I click to close the window, Adobe Acrobat closes entirely." Acrobat Reader DC works ok. Tried to remove/re-install Adobe Acrobat DC several times, the same issue occurs again. What should I do? Send the logs using CC Log collector Tool to sopmeone at Adobe? Thanks! 

[peterg30495205]

I've just installed CC on a Windows PC, after having used it for years on a Mac and have exactly this same issue. It looks as though a dialogue box is appearing, but never completes and as previously stated, the only action possible is to close the box, but this closes the application altogether?

[Niesha5CCA]

I'm having the same issue !!

[Automation5E93]

You need to log out of Creative Cloud on the other PC/Mac your license is installed on. You are allowed to install onto more than one device, but not use both devices simultaneously. Once you've logged out, the white box will disappear. Once you've done this, you can proceed as expected.

[Chelsea5CD9]

Signing out of the other sessions hasn't helped me.  Any other solutions?

[Keith32138489ika8]

Man that sucks. My other device is desktop at home and I am in the office which isn't even in the same State.

[robotomato]

Yes same issue. Adobe help assistant also couldn't help.

[PFL Desk]

I have seen so many of these posts in my searching and not a one of them gets resolved.  Apparently it just magically goes away at some point.  This is absurd.

[Chelsea5CD9]

Mine still hasn't gone away. I created a ticket with Adobe and after 4 hours including 3 representatives sequentially "going off shift" I have given up using it on the affected computer.  Incredibly annoying.

[Joel22094953snhx]

Same issue here and no solution

[Joel22094953snhx]

MY SOLUTION

Have the same issue, seem like a connection problem, so I need to logout to solve that. So I turned off wi-fi, entered offline, logout and then enter online. No more white box

[cshoop1586]

Same issue

[MeenakshiNegi]

Hi Cshoop,

Sorry for the delay in response.

Please try updating the application to the latest version and check if the issue still occurs.

You may check the latest version details on the following page: https://helpx.adobe.com/acrobat/release-note/release-notes-acrobat-reader.html.

If the issue persists, please share the screenshot of the window.

Share the application and OS version on the machine.

Let us know if the issue is already resolved.

Thanks,

Meenakshi

[shaneh15886122 · Accepted solution]

Just in case anyone needs this for future reference.

I had the issue recently and contacted Adobe support and got it fixed. The fix was simple, run Adobe Acrobat Distiller DC, sign-in via the login screen that pops up, and then open Adobe Acrobat DC.

Hopefully this helps anyone else out there having this issue.

[danafton]

I just had this issue on a recently new install of Acrobat Pro DC. Was able to click on the white box and hit the escape button and that made it disappear. 

[Debbie260106039m48]

I had the same issue. Closed Adobe, Opened Distiller, Logged in. It told me I had reached the limit of the amount of times I could be logged in on different devices. I signed out of an old device and it let me go ahead

[barry300817243561]

Genius!!

[Linus22995343q22p]

This is the answer

[ebriggs2]

Is there any help to fix this problem in reader? Adobe does not support it because it's free, the best they could tell me is that I can only get Adobe Acrobat Distiller DC (referenced above) is if I have the paid version of Adobe Acrobat which I do not need.