reader xi does not work

Report · Feb 12, 2015

I just bought Adobe Reader XI (or-not sure "Adobe ExportPDF Annual") January 21, 2015 to allow me to convert PDF's to "Word" and "Excel".

Several times I have tried to convert a PDF to Word or XL, and failed EVERY TIME.

A week ago about 2/5/15, I got the following error message when trying to convert:

"ACROMISSINGCOMPWCLASS:ACRORD32.EXE - APPLICATION ERROR

THE EXCEPTION UNKNOWN SOFTWARE EXCEPTION (0X40000015)

OCCURRED IN THE APPLICATION AT LOCATION 0X01D2F57.

CLICK ON OK TO TERMINATE THE PROGRAM"

OK

This message occurred several times. During one of those times, my attempts

to follow Adobe's suggested corrections to the problem, made me consider

changing Adobe Reader XI "compatibility" to my OS Windows 7.

My attempts at that also failed.

I hope someone can enable my Adobe Reader XI to work ok.

Andy Montagnolo

FORUM RESPONSE 2/10/15 from pwillener

His suggestion is: "Try to disable Protected Mode in Adobe Reader

No help.

At one point your online "help" site suggested ensuring "activation".

I tried but could not find how to do it.

There are other examples, but essentially I am unable to get your program to work.

Report · Feb 12, 2015

Hi andy2850m,

I'm sorry that you're having such a hard time converting files with ExportPDF. I think the issue is more with Reader, than with the service. But we definitely need to get Reader working for you.

For starters, you can access ExportPDF using a web browser: Just log in to https://cloud.acrobat.com with your Adobe ID and password.

As for Reader, if you haven't already, I would remove it, run the Download Adobe Reader and Acrobat Cleaner Tool - Adobe Labs, and then download and install Reader from this page: Adobe Reader Install for all versions. When you install, make sure that antivirus software is disabled, and then you're logged in as an administrator.

Please let us know how it goes.

Best,

Sara

Report · Feb 12, 2015

Hello Sara,

I did not want to bother you this time. But I'm glad you saw my question. I am about ready to give up and cancel my purchase. I'll let you know how things work out following you suggestions.

(I wish you (&me) happiness)

Andy M.

Report · Feb 12, 2015

Hi Andy!

You're not bothering us--I didn't recognize your user name, but I remember you. Please let us me know if you're able to get Reader up and running.

Best,

Sara

Report · Feb 21, 2015

Dear Dear Sara (don't worry, I'm 83 and harmless)

Thanks for trying to help. I'm not optimistic, but here goes. I started to follow your guidance message (see attachment-"Guidance….etc). That MS Word document was an attempt to journalize my experience while following your guide. The other attachment is a "GIF" error msg about being unable to open the "cleaner tool". Your instructions were easy to follow, but problems occurred. (Admittedly some caused by me.) In any case, I concentrated on Web site you suggested,

"https://cloud.acrobat.com" . It worked, but with many missteps. It worked but was cumbersome and not clearly presented by the web site; finally frustration set in, and I quit.

Later I tried to convert a PDF file. A message came up reading something like, "Use Reader with or without security setting". I selected "Always without security" and the file was successfully converted.

Today, while working on another matter, the ability to download Adobe Reader XI came up; so I downloaded it. Then I tried it with another PDF file and it still did not work.

I had great expectations when I subscribed, but clearly this is not what I expected or want; so I am not optimistic.

(I wish you happiness)

Andy M.

Report · Feb 21, 2015

What is your installed Reader XI version? If less than 11.0.10, please update to this latest version, then try again.

Report · Feb 23, 2015

Thanks for your response (second). Here is my "READER XI" information. I

am not optimistic that you can help, but I do appreciate your interest.

Adobe 'system info'

Andy Montagnolo