User reports their 64 bit adobe pro crashes to desktop and relaunching it as 32bit

[daniel_4163]

I have a user with Adobe acrobat installed, stated it was previously 64 bit but has crashed and now only a 32 bit program, which they cannot seem to change, and report it creates more issues.

They did have Adobe reader installed at some point, it has since been removed via control panel. I've ran the repair tool and updates from the help menu. Everything appeared fine. I have the sysinfo too if that could help.

Should a fresh uninstall of all adobe products be done and the AcroCleaner run before reinstalling Adobe Acrobat ? I Would love to get this on sorted as its been installed 3 times before it ended up in my queue and people keep doing the same thing over & over.

[kglad]

in the future, to find the best place to post your message, use the list here, https://community.adobe.com/

p.s. i don't think the adobe website, and forums in particular, are easy to navigate, so don't spend a lot of time searching that forum list. do your best and we'll move the post (like this one has already been moved) if it helps you get responses.

<"moved from using the community bugs">

[Anshul_Nautiyal]

Hi @daniel_4163 ,

Thank you for reaching out. I couldn’t find an active subscription associated with the Adobe ID used to post your query. Based on your description, the issue likely stems from misconfiguration or remnants of conflicting installations. To resolve this, please follow the steps below:

Uninstall Using the Adobe Creative Cloud Cleaner Tool:

The Cleaner Tool can resolve common issues by removing old Adobe software and fixing corrupt installations. Download and instructions are available here.
Remove Residual Files: Windows: Delete folders in C:\Program Files\Adobe, C:\Program Files (x86)\Adobe, C:\ProgramData\Adobe, and %AppData%\Adobe.
macOS: Remove ~/Library/Application Support/Adobe.
Reinstall Adobe Acrobat Pro (64-bit): Download the latest version from Adobe's website or the Admin Console for team/enterprise customers.

If the issue persists, check Windows Event Viewer or the PDApp.log for further diagnostics.

Please let us know if you need additional assistance.

Regards,

AN

[daniel_4163]

The link for the cleaner tool looks like it is for Creative Cloud and apps, please note Adobe acrobat was installed not through creative cloud. Do you still recommend the above cleaner tool ?

[Anshul_Nautiyal · Accepted solution]

Hi @daniel_4163,

Since Acrobat is the only application installed on your machines, without any other Creative Cloud applications, I recommend using the AcroCleaner Tool to perform a thorough uninstallation.

After completing the uninstallation, please check for and remove any residual files as outlined in the previous message.

Should you encounter any issues or errors during this process, please let us know, and we will provide further assistance.

Regards,
^AN