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blank box crashing adobe pdf upon opening

New Here ,
May 18, 2020

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All of a sudden Adobe is crashing. I click on a pdf and as soon as it opens a blank box appears over it. Can't do anything but X out of the blank box, which closes the PDF. I can open a PDF through the chrome extension, but this deosnt help with editing and creating documents. Cloud or desktop, doesnt matter. I have uninstalled and "cleaned" it 100 times. Spent 1.1/2 hrs on hold 2x. Had 2 different chat staff spend a total of 5.5 hour and nothing. It's the same problem. Anyone?  HELP!!!

Thanks,

SARAHadobe error everytime.jpg

 

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Crash or freeze, General troubleshooting

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blank box crashing adobe pdf upon opening

New Here ,
May 18, 2020

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All of a sudden Adobe is crashing. I click on a pdf and as soon as it opens a blank box appears over it. Can't do anything but X out of the blank box, which closes the PDF. I can open a PDF through the chrome extension, but this deosnt help with editing and creating documents. Cloud or desktop, doesnt matter. I have uninstalled and "cleaned" it 100 times. Spent 1.1/2 hrs on hold 2x. Had 2 different chat staff spend a total of 5.5 hour and nothing. It's the same problem. Anyone?  HELP!!!

Thanks,

SARAHadobe error everytime.jpg

 

TOPICS
Crash or freeze, General troubleshooting

Views

245

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May 18, 2020 0
New Here ,
May 19, 2020

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Hi Sarah,

 

Apologies for the trouble you had using Acrobat.

Could you please try login on www.adobe.com from your web browser, using the same Adobe ID you are using in Acrobat.

If you see updated terms of use, please accept it and then try relaunching Acrobat.

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May 19, 2020 0
Adobe Employee ,
May 19, 2020

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Hi Sarah

 

we are sorry for the trouble and the experience. As described the application is crashing on opening.

 

Would you mind sharing the version of the Adobe Acrobat DC you are using? To check the version go to Help > About Adobe Acrobat DC
Make sure you have the latest version 20.009.20063 installed. Go to Help > Check for Updates

 

Also, please try to repair the installation (For Windows Only) Go to Help > Repair Installation.

 

If it still doesn't work, please try to turn off the protected mode for testing and see if that helps. Go to Edit > Preferences > Enhanced Security > Turn off the protected mode and uncheck the enhanced security.
Note: please turn on the security after testing

 

Let us know how it goes

 

Regards

Amal

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May 19, 2020 0
New Here ,
Aug 24, 2020

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I have ran into the same issue as Sarah above.  I am unable to do any of the solutions listed above because the box opens up over the program, rendering it useless.  I have to close the blank box, which then closes Acrobat Pro.  I have uninstalled, reinstalled, logged out, logged back in, installed from Adobe Creative Cloud...any other ideas?

 

Thanks,

Jeff

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Aug 24, 2020 0
Adobe Employee ,
Aug 27, 2020

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Hi Jeff,

 

We are sorry to hear that. Are you getting the blank box while opening the PDF file? If yes, please try the following preference setings and see if that works for you.

 

Go to Edit (Windows), Adobe Acrobat (Mac) > Preferences > General > Uncheck 'Show online storage when opening files' & 'Show online storage when saving files' > Click OK and reboot the application.

 

Let us know how it goes

 

Regards

Amal

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Aug 27, 2020 0
New Here ,
Aug 27, 2020

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Yes, the box pops up just after opening Adobe Acrobat.  Unfortunately, once the box pops up, I am unable to access any of the menus in Acrobat.  My only option is to close the box, which then closes Adobe Acrobat.

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Aug 27, 2020 0
Amal. LATEST
Adobe Employee ,
Sep 08, 2020

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Hi there

 

We are sorry for the delay in response.

 

Please try to create a new test user profile with full admin rights in Windows or enable the root account if you have Mac and try using the application there and check.

 

Let us know how it goes

 

Regards

Amal

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Sep 08, 2020 0