No se descarga Acrobat Pro en mi 2º ordenador con Windows 11

[manuelc30404584]

Estando suscrito, no consigo descargar Acrobat Pro en mi 2º ordenador (portátil) con Windows 11. Comienza la descarga pero se bloquea y no temina.

[Kanikas]

Hi manuelc30404584, 

We're sorry about the experience. Are you trying to install Acrobat from the Creative cloud desktop app? Do you get any error message? It would be really helpful if you can share a screen-shot of the frozen screen. 

Thanks 
^KS

[kglad]

ie, this page explains how to install cc apps by first installing the cc desktop app. the links at the page bottom allow you to select the installer suitable for your os, https://helpx.adobe.com/download-install/kb/creative-cloud-desktop-app-download.html

[manuelc30404584]

Esta es la pantalla que informa de que, después de varias horas, sólo
se ha descargado el 83% de la aplicación Acrobat Pro. En los varios
intentos anteriores ha ocurrido algo parecido, pero con menos
porcentaje de dscarga.

[kglad]

you're having a problem with the cc desktop app?

[manuelc30404584]

NO

[Anshul_Nautiyal]

Hi @manuelc30404584,

Thank you for the update and for sharing the details regarding the download stalling at 83%. Based on the behavior you've described, I recommend the following troubleshooting steps:

Check network stability

Try switching to a different Wi-Fi network or using a wired connection, if possible.

Temporarily disable any VPNs, proxy settings, or firewalls that may interfere with Adobe downloads.

Clear the installer cache ( if this is a fresh install or no other Adobe apps are currently running)
If the installer is getting stuck, clearing the installer cache might help, especially if this is a fresh install or no other Adobe apps are currently running:

Navigate to:
C:\Program Files (x86)\Common Files\Adobe\OOBE\PDApp\core

Delete the contents of the core folder.

Restart your PC and attempt the installation again.

Use the Adobe Creative Cloud Cleaner Tool
If the issue persists, use the Creative Cloud Cleaner Tool to remove any corrupted installation remnants or registry issues. This tool is designed to clean up incomplete installations and resolve permission problems.

Download the tool:
https://adobe.ly/4nrpYeR

After running the cleaner, restart your computer.

Reinstall the Creative Cloud Desktop App, log in, and try installing Acrobat again.

Review the DLM log file
If none of the above steps resolve the issue, check the dlm.log file for any ERROR or FATAL entries:

Navigate to:
C:\Users<your-username>\AppData\Local\Temp\AdobeDownload\

Open dlm.log, scroll to the bottom, and search backwards for the terms ERROR and FATAL.

Please review and share any relevant log entries, or the full log, so we can assist further.

More information on reading Adobe installation logs is available here:
https://adobe.ly/4nvvJId

Let us know if you need further assistance or if you encounter specific error messages during the process. We're happy to help.

Regards,
^AN

[manuelc30404584]

He utilizado las recomendaciones de Anshul_Nautiyal hasta donde he
sabido o podido.

De momento sigo con el mismo problema, la instalación de Acrobat Pro
se sigue deteniendo en el 83%

Al utilizar el portal Adobe LogCollector se ha cargado el archivo:
AdobeLogs_20250702_085643_880 -win-GS.zxp. Pero no sé leerlo ni
interpretarlo.

Un saludo.

[Anshul_Nautiyal]

Hi @manuelc30404584,

Thank you for trying out the steps provided.

Could you please confirm whether you have tried using the Creative Cloud Cleaner Tool? This tool is useful for resolving installation issues by removing corrupted files and cleaning up previous installations.

Additionally, I would recommend locating and sharing the relevant log files so we can analyze the issue in more detail:

• dlm.log file:
  Navigate to the following path on your system:
  C:\Users\<your-username>\AppData\Local\Temp\AdobeDownload\

• PDApp.log file:
  Navigate to:
  C:\Users\<your-username>\AppData\Local\Temp\

Once located, please share the contents of these log files here. This will help us better understand the problem and assist you further. Let us know if you need help accessing these locations.

Regards,
^AN

[manuelc30404584]

Al final se solucionó mi problema gracias a la intervención de un técnico del servicio de atención al cliente de Adobe en España, que fue muy amable. Hablamos por teléfono y mediante el acceso remoto a mi ordenador consiguió encontrar la causa del problema, sin que yo entendiera del todo los movimientos que hizo. Pero creo que utilizó el Adobe LogCollector para encontrar la solución. 

Muchas gracias a todos por los consejos.

Un saludo.

[kglad]

good to hear