Opening Acrobat Pro in Creative Cloud Dashboard

[ronc67393635]

I have the full Creative Cloud program and have all apops loaded on my machine.  I prefer to use the hard drive cvs the cloud.  Anyway, I cannot click on Acrobat in the dashboard to open the program.  I can click on any other app and it opens immediately.  Acrobat will only open if I click on a saved PDF or open it from the Explorer folder.  Any ideas why this is happening?

[kglad]

reset the cc desktop app by making sure it's in the foreground, then press:

Win: Ctrl + Alt + R
Mac: Cmd + Opt + R

[ronc67393635]

Thanks for that tip. The tip basically relaunched the cloud program. This did nothing to help my issue, however. Still can't open Acrobat from the dashboard.

<info removed-kglad>

[kglad]

1. don't reply via email or remove your signature before sending

2. what dashboard? eg, are you trying to launch acrobat via the cc desktop app > acrobat > open ala

[ronc67393635]

Sorry.  The eMail said "reply here" so I did.  Anyway, yes, I referred to it as a dashboard.  You call it the desktop.  I am trying to opem Acrobat with exactly this OPEN icon.  Actually, there are a few other places in the desktop page where you can open the application, as well.  None of them work.

[kglad]

ok, then continue with the desktop app fixes:

repair per https://helpx.adobe.com/download-install/kb/creative-cloud-install-stuck.html

if that fails and you have windows, open your control panel > add/remove programs > cc desktop app > repair

if that fails, uninstall using the correct uninstaller from https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-mes... and then reinstall using*


if that fails, do a clean cc install carefully following each applicable step:

uninstall every cc app including preferences per https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html

then uninstall the cc desktop app, again using the correct uninstaller per https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-mes...

clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html

check for, and if available, update your os

if windows is your os, repair all ms visual c++ versions that can be repaired (use google if you don't know how to do this)

if windows is your os update your ms visual c++, if it can be updated (use google if you don't know how to do this)

restart your computer (don't skip this)

reinstall the cc desktop app using the "alternative download links" at the bottom of the page at https://helpx.adobe.com/download-install/kb/creative-cloud-desktop-app-download.html

use the desktop app to install your cc programs/trials>

if that fails, you probably have a corrupt user account. google your os and how to create a new one.

[ronc67393635]

Wow...that's a lot to just get the OPEN incon to work.  OK, wi,ll do and advise when done.  May be a day or two.

THANK YOU FOR YOUR HELP!  😉

[kglad]

the last step is a lot of work and, for me, wouldn't be worth the effort.  you should decide if it's worth any more effort for you.

[ronc67393635]

Well, maybe this will fix a couple other things.  This version is a 32 bit and I have a 64 bit machine.  It is a bit slow sometimes, especially when I am redacting.  It crashes a lot.  Thanks again!

[kglad]

you're welcome 

[ronc67393635]

Again, thank you for the help recently.  Still having issues. 

In my additional review, I found that Acrobat was not listed among the other CC apps in the C:\ Program Files folder.  I'm not even sure why those files are in Program Files anyway, as most apps load into the Program Files/x86 folder.  Acrobat DC was listed in that primary C:\Program Files X86 folder.  I attempted to delete the applciation from the CC but the uninstall option was not in the more actions tab, like all the other apps.

I then tried to cut and paste the entire Acrobat DC folder to the Program Files/Adobe folder.  Then I tried to delete it again through CC but it still wasn't an option.  So I deleted the Adobe App using the Windows App console, thinking that I could reload the app and put it where it belongs.

I found the download file in Adobe and attempted a download of Acrobat on Thursday night.  It gave me a page that said it was installing.  Friday morning, it was STILL insalling and probably never did.

Now the CC "thinks" it is still installed on my desktop and I still can't open it using CC.  Of course, I can't open it using anything else, becasue it isn't on my machine now.  I then did some additional research and it was suggested through Adobe that I use the Adobe Admin Console to clean all this up, using the Uninstall -Product option.  But I have now spent about 3 hours trying to get Adobe to allow me access as an Administrator. 

I am a small business with one computer and one admin - me.  No where can I find an option to allow me to be considered an Admin by Adobe.  URGH!!!

I had to re-load CC just to reach out today but I'm close to just blowing the whole thing up!  😉

Thoughts please?

[kglad]

did you carefully follow the clean install steps?

[ronc67393635]

That was my intent.  In fact, I printed out your instructions.  But when I went to CC to uninstall each app, that's where I discovered that the Acrobat was not Uninstallable?  At least it did not allow the uninstall on the CC "more actions" tab.  So I did not do the other uninstalls because they are all fine.  My hope was to clean up the Acrobat problem without uninstalling everything else, as they all work fine and I really don;t want to have to reset all my preferences, especially on InDesign.  I'm thinking that I may have had Acrobat DC before I bought the CC Suite.  Don't remember to be honest.  So I wonder if the CC install that I did a couple years ago just disregarded Acrobat becasue I already had it.  ???  Anyway, now I need to figure out how to reload Acrobat, whteher I do it in the CC Suite or not, at this point,  doesn't matter.  Having to use the new default MS Edge PDF is a pain!!

[kglad]

in the cc app what does it show for acrobat?

open, install, trial something else?

[ronc67393635]

See attached printscreens.  The more actions and the screent hat says this will work on this device.

[kglad]

you can skip to the cleaner tool stage and see if that works, 

clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html

[ronc67393635]

Well, new twist...

I followed the instructions for the cleaning and it worked great, kind of.  The instructions don;t say where to put the directory for the cleaner, so I put it in the C:\ root directory.  WHen completed, there were still many Adobe folders left in the C:\Program Files (x86)/Adobe folder.  I went back and put the cleaner into the C:\Program Files (X86) directory and ran it again.  No change.  So, I just deleted the Adobe folder and it went away.  The one Adobe folder that was in the C:\Program Files was still there but empty.  I deleted that too.  I went to the Windows APPS folder in the control panel and all the Adobe apps were gone.  I then restarted the computer and reinstalled the CC. 

When the CC opened up, I expected it to have no apps loaded.  And, sure enough, all the apps had an INSTALL icon necxt to them.  EXCEPT Acrobat.  It gave me the OPEN icon.  As before, the CC indicated that the app was already loaded on this device.  So I'm back to where I was, but now have NO apps!  I don't want to install the others until I figure out why I can't load Acrobat.  Thoughts please?

[kglad]

read https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html

[ronc67393635]

Good day.  Thanks again for your continued help on this project.  I tried to use the Acrobat cleaner you just sent.  The program indicated that it could not find the app on the computer, but I ran it anyway.  After reboot, I ran the REPAIR program in the CC Uninstaller again.  CC Desktop STILL shows that Acrobat is loaded and works on this device!!  URGH!!  Any other ideas?  Should I go to Adobe and have them do the work for me via remote?  I see that a couple of people have had success with that option.  Now I am into the work week and losing production time playing with this.  I guess I will have to use the online Acrobat to keep moving forward.  Assuming it will let me.  Thanks again!

[kglad]

yes, use chat.

there are 2 ways to contact adobe support; chat and twitter (now x):

chat:
if you have or want to purchase a subscription, use a browser that allows popups and cookies
and click here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human.

twitter/x:
tweet @AdobeCare

p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative.

[ronc67393635]

Wanted to thank you again and give you an update.  The agent was able to download Acrobat for me, but had to completely wipe all reference to Adobe from my computer first.  There were a few issues, but he got it loaded.

He did tell me something that was a surprise.  You can't open or uninstall Acrobat from the CC, even though it has an icon allowing you to do that.  It is a stand-alone application. 

Anyway, thank you so much for your assistance and have a great day!

[kglad]

yikes.  glad they got it installed and running.

[jordan_9647]

Do you know where the agent received this download from for you? I have this exact same issue but I am IT for a company who has several users having the exact same issue in the past week, myself included, and I need to be able to resolve for all of them on my own without having to wait for Adobe support for each individual.

[kglad]

@jordan_9647 

links aren't public.

contact your admin.

[ronc67393635]

I'm not sure where he got it.  During the session, he just started loading Acrobat_DC_Web_x64_WWMUI and then extracted and installed it.  It wouldn't install, becasue I had so many other issues, so he had to wipe all Adobe files form my machine and start over.  It was painful and I think my recycle bin has 200,000 files in there!  But he got it to work and then loaded the CC separately.  I am not sure why they even put Acrobat in the CC, as - according to this agent - it is a stand alone product and can't be controlled by CC.  Maybe you can go through the process and then share the files with your team.  not sure though.  It really was very easy to hook up with this agent.  I thought it would take hours.