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A
Anonymous
June 29, 2016
Answered

Adobe Acrobat Pro 11.0.x shut-down itself

  • June 29, 2016
  • 3 replies
  • 11837 views

Adobe Acrobat Pro XI (11.0.x) is shutting down 15 seconds after launch from Windows 7 Desktop in Enterprise Environment.  We started seeing the issue on a Tuesday of this week.  The day before, there were no issues or explanation for root cause.  The symptom is that Adobe Acrobat Pro XI can only stay up and running for 10 - 15 seconds; behind the scenes, it appears that the Enterprise license check fails and the results in Acrobat Pro XI aborting and closing with no message or error prompts.

  1. This is occurring with 2% of the Adobe Acrobat Pro installation base at this time.
  2. Confirmed that the issue is not related to Adobe Acrobat Pro XI Patch Level
  3. The problem was recreated with Acrobat Pro XI base version 11.0.0, version 11.0.13 and the latest version, 11.0.16.
  4. There are abnormal Adobe Acrobat Pro license activation activities:
    1. We have a volume license; the activation should not happen.  this is a primary investigation focus.
      1. We received the license and serial code in 2014.
      2. Adobe Acrobat Pro XI is running in our environment since 2015.
    2. From observation is looks as though license activation cannot recognize the license key.
This topic has been closed for replies.
Correct answer Rave

Please follow the steps in the KB: https://helpx.adobe.com/acrobat/kb/AcrobatXIcrash.html

Regards,
Rave

3 replies

KendallCenter
KendallCenter
Participating Frequently
June 30, 2016

the fix provided worked for me; however I didnt need to re-enter my SN. Running Citrix XenApp 7.6.

F
franks7137847
Participant
June 29, 2016

We are experiencing the same issue. This started on 6/28 for us as well. My machine was fine yesterday but today it is happening to me. To check to see if everyone is having the same issue follow these steps.

     1. Open up task manager and watch the processes (in Win 10 click on the Details tab) and sort by name.

     2. Launch Acrobat

     3. Watch for a process called adobe_licuitl.exe. It will only be there for a second or two. Right after it shows up and disappears Acrobat should close.

We believe this is a licensing issue. If people could confirm that the same is happening to them maybe it will help them resolve the issue.

    Rave
    RaveCorrect answer
    Participating Frequently
    June 29, 2016

    Please follow the steps in the KB: https://helpx.adobe.com/acrobat/kb/AcrobatXIcrash.html

    Regards,
    Rave

    F
    franks7137847
    Participant
    June 30, 2016

    Thank you for this hotfix but there are some things that need to be cleared up. Is the issue resolved for future installs or will we have to run this for fresh images as well? What about the machines that are not experiencing this at the moment? Do we run this now or wait and see if it happens?

    Rave
    Rave
    Participating Frequently
    June 29, 2016

    Hi Jack,

    Can you please use the Log Collector tool from: Adobe Creative Cloud Log Collector Tool  and send us the log files along with the serial number you are using at trkumar@adobe.com so that we can investigate further.

    Regards,
    Rave

    KendallCenter
    KendallCenter
    Participating Frequently
    June 29, 2016

    We are experiencing the same symptoms Adobe Pro XI closes after 15-20 seconds? This was first reported 6/28/2016 to me.
    Is there a license server that the application looks for when launched?

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