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Acrobat X Pro (10 and lower) won't start on Windows 7 (64-bit)

May 28, 2012 6:36 AM

Hello, does anyone know why Acrobat X Pro (10 and lower) won't start on Windows 7 (64-bit)? It just doesn't respond whether I try to open files with it or double-click to start the program. Re-installation and Repair doesn't help. I had the same issue with the previous versions of Acrobat on this computer. 

Thank you!

 
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  • Currently Being Moderated
    May 28, 2012 8:06 AM   in reply to Artsandbeauty

    Kindly try the cleaner tool available on http://labs.adobe.com/downloads/acrobatcleaner.html

    Reboot the machine

    Then try to install Acrobat

     

    Feel free to write back if it doesn't work.

     

    ~Sandeep V.

     
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  • Currently Being Moderated
    Jun 8, 2012 4:59 PM   in reply to Sandeep V.

    Hi Sandeep,

     

    The page for downloading the Cleaner warns me NOT to use it if Acrobat X was installed in a suite. Mine was installed with CS6 Master Collection. So I assume I shouldn't run it.

     

    Am I wrong? Will it be safe to run?

     

    Acrobat (both X and Reader X) appear in the task manager for a few seconds, and then disappear. Reboots don't help. The rest of CS6 MC works fine.

     

    Thanks in advance,

     

    Allen

     
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  • Currently Being Moderated
    Jun 9, 2012 10:35 AM   in reply to ashtangakasha

    Hi Allen,

     

    You are right. Don't use it. It doesn't work for Acrobat installed as a part of Creative Suite.

     

    To me it seems an issue with eir  licensing or  activation of  product. But, at  same time, it doesn't apply for Reader X. Have you installed Reader X or you are talking about AcroRD32.exe  appears under Processes?

    Was re an older version of Acrobat installed on this machine?

     

    Try to launch Acrobat and soon after it crashes, get se logs from temporary folder (%temp%):

    Alm.log

    amt3.log

    Attach these logs here using  'Advanced Editor'.

    http://dl.dropbox.com/u/60137234/AdobeForum/AdvancedEditor.PNG

    Or use any uploader (dropbox etc.)

     

    ~Sandeep V.

     
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  • Currently Being Moderated
    Jun 9, 2012 2:33 PM   in reply to Sandeep V.

    Hi Sandeep,

     

    Thanks for the response. In the meantime, I had tried "repairing" Acrobat X Pro from the control panel's Programs and Features applet, with no luck. I had previously found an Acrobat X Pro install in Programs and Features, and had uninstalled that. I also tried applying the Adobe Application Manager update, which gave me access to Creative Cloud install options, and both Acrobat and Photoshop were shown as "not installed," although they were (no problems with Photoshop). So I didn't try installing from the cloud, fearing it might tie my license to the subscription (which I haven't activated).

     

    In the end, I uninstalled from the CS6 Master Collection item in Programs and Features, and rebooted. There were reboots in between all these operations, by the way. After rebooting again, I re-installed from the CS6 Master Collection download, instead of from Programs and Features. This worked.

     

    The problem appeared quite suddenly a few days ago, when Acrobat simply disappeared while I was viewing a PDF file. The next time I tried it, the app just loaded and immediately unloaded. I can't help suspecting that something got "upgraded" in the background and damaged the install.

     

    In any case, it's working now. If it occurs again (and I've seen a few reports of the problem recurring), I'll send the logs to this thread.

     

    To answer your other questions: Reader X was indeed installed, and did still work. There had been an instance of AcroRD32 in Processes, but it is not there now. In fact, there are no visible Processes with "Adobe" in the description or "Ad*" in the image name (all users). The Services panel shows only AdobeARMservice and SwitchBoard (and Akamai). The item I was seeing appear and disappear was "Acrobat.exe" in Processes.

     

    Thanks again for getting back to me on this. Much appreciated.

     

    Allen

     
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  • Currently Being Moderated
    Jun 11, 2012 4:16 AM   in reply to Artsandbeauty

    Hi, I got the same problem, it just load for a few second then vanish. So I did some experiment with virtual PC. Clean install windows 7 then install CS6 suite, doesn't have this problem. Clean install windows 7 then install only acrobat x, uninstall acrobat x, then install CS6, this problem occur. Clean install windows 7, then install CS5.5, unistall CS5.5, then install CS6, this problem occur. Conclusion, once acrobat installed then uninstall, it wont start on cs6. Adobe should create clean util just for acrobat.

     
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  • Currently Being Moderated
    Jun 11, 2012 5:56 PM   in reply to Sandeep V.

    This is similar to the problem I am having. I have Creative Suite 5 and all of my other products work fine. I'm trying to use the Acrobat Pro 9.3 that came with this but I cannot get past the agreement screen. It locks up. It has a seperate serial number than the other things...could I use the uninstaller that you mentioned above? I really need this to work. Any other suggestions?

     
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  • Currently Being Moderated
    Jun 11, 2012 11:56 PM   in reply to Artsandbeauty

    exactly same issue here....

    all was working fine and some days ago, it sarted to not work anymore...

    reader works, all my CS6 standard works, but acrobat sarts and the vanishes....

    the only solution found is to remove   programfiles x86/commmon files/adobe/adobe pcd/cache directory    and then re insert serial number.  but the next day it begins to not work anymore...

    did adobe update something in background and it won't work now?

     

    thanks

     
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  • Currently Being Moderated
    Jun 12, 2012 7:57 AM   in reply to Artsandbeauty

    Ditto to all of the above. Acrobat Pro was working fine until a day or two ago, then kaput.  Reader still functions.  I have Win 7 (64bit), CS6 Design and Web Premium. Anyone with any new ideas? 

     

    I don't seem to have an alm.log file, but I do have the amt3.log, see below.

     

    amt3.log

    2012-06-12 07:54:34 [5740]  AMT: START SESSION, library version 3.5.0.34,3.5

    2012-06-12 07:54:34 [5740]  AMT: Initializing C:\Program Files (x86)\Adobe\Acrobat 10.0\Acrobat\

    2012-06-12 07:54:34 [5740]  AMT: Adobe License Manager version 3.5 (build 2.0) RELEASE

    2012-06-12 07:54:34 [5740]  AMT: Virtualization Turned off

    2012-06-12 07:54:34 [5740]  ServiceLoader: looking for library C:\Program Files (x86)\Adobe\Acrobat 10.0\Acrobat\adobe_caps.dll

    2012-06-12 07:54:34 [5740]  ServiceLoader: Found library C:\Program Files (x86)\Adobe\Acrobat 10.0\Acrobat\adobe_caps.dll

    2012-06-12 07:54:34 [5740]  PCDService: PCD Service in threaded mode

    2012-06-12 07:54:34 [5740]  performance: AMTPreObtainProductLicense took 4.550707 ms

    2012-06-12 07:54:34 [5740]  PCD thread: PCD thread started

    2012-06-12 07:54:34 [5740]  ServiceLoader: looking for library C:\Program Files (x86)\Adobe\Acrobat 10.0\Acrobat\Adobe_OOBE_Launcher.dll

    2012-06-12 07:54:34 [5740]  ServiceLoader: Found library C:\Program Files (x86)\Adobe\Acrobat 10.0\Acrobat\Adobe_OOBE_Launcher.dll

    2012-06-12 07:54:34 [5740]  AMT: App Product Locale [0] = en_US

    2012-06-12 07:54:34 [5740]  config: Loading configuration for C:\Program Files (x86)\Adobe\Acrobat 10.0\Acrobat\AMT\application.xml

    2012-06-12 07:54:34 [5740]  config: Found payload code {AC76BA86-1033-F400-7760-000000000005}

    2012-06-12 07:54:34 [5740]  PCDService: found driver code {402F6F2E-5683-491C-977D-0CA599A07CAF}

    2012-06-12 07:54:34 [5740]  config: config: Host app was installed, using installed license configuration.

    2012-06-12 07:54:34 [5740]  PCDService: No value for key [FLMap] in hive [AcrobatPro-AS1-Win-GM{|}ALL] in cache.

    2012-06-12 07:54:34 [5740]  config: Setting current license to the driver at startup because no mapping was found.

    2012-06-12 07:54:34 [5740]  config: Setting current license to DesignWebSuitePremium-CS6-Win-GM [ALL]

    2012-06-12 07:54:34 [5740]  config: payload code: {AC76BA86-1033-F400-7760-000000000005}

    2012-06-12 07:54:34 [5740]  config: driver payload code: {402F6F2E-5683-491C-977D-0CA599A07CAF}

    2012-06-12 07:54:34 [5740]  config: driver licensing code: DesignWebSuitePremium-CS6-Win-GM

    2012-06-12 07:54:34 [5740]  config: current licensing code: DesignWebSuitePremium-CS6-Win-GM

    2012-06-12 07:54:34 [5740]  config: current locale code: ALL

    2012-06-12 07:54:34 [5740]  config: Done loading configuration

    2012-06-12 07:54:34 [5740]  AMT: Locale from PCD [0] = en_US

    2012-06-12 07:54:34 [5740]  AMT: Reordered Installed App Product Locale [0] = en_US

    2012-06-12 07:54:34 [5740]  config: Setting insalled locales

    2012-06-12 07:54:34 [5740]  config: Changing locale to "en_US" because old locale "" is not in the new list of installed languages

    2012-06-12 07:54:34 [5740]  ServiceLoader: looking for library C:\Program Files (x86)\Adobe\Acrobat 10.0\Acrobat\asneu.dll

    2012-06-12 07:54:34 [5740]  ServiceLoader: Found library C:\Program Files (x86)\Adobe\Acrobat 10.0\Acrobat\asneu.dll

    2012-06-12 07:54:34 [5740]  AMT: config: Finding license info for payload: {402F6F2E-5683-491C-977D-0CA599A07CAF}

    2012-06-12 07:54:34 [5740]  AMT: config: PayloadCode: {AC76BA86-1033-F400-7760-000000000005}

    2012-06-12 07:54:34 [5740]  AMT: config: Driver PayloadCode: {402F6F2E-5683-491C-977D-0CA599A07CAF}

    2012-06-12 07:54:34 [5740]  AMT: config: Installed LicensingCode: DesignWebSuitePremium-CS6-Win-GM

    2012-06-12 07:54:34 [5740]  PCDService: No value for key [AdobeUpdaterCodeV2] in hive [{AC76BA86-1033-F400-7760-000000000005}] in master.

    2012-06-12 07:54:34 [5740]  PCDService: No value for key [BridgeTalkCode] in hive [{AC76BA86-1033-F400-7760-000000000005}] in master.

    2012-06-12 07:54:34 [5740]  PCDService: No value for key [AdobeUpdaterCodeV2] in hive [{402F6F2E-5683-491C-977D-0CA599A07CAF}] in master.

    2012-06-12 07:54:34 [5740]  PCDService: No value for key [BridgeTalkCode] in hive [{402F6F2E-5683-491C-977D-0CA599A07CAF}] in master.

    2012-06-12 07:54:34 [5740]  PCDService: No value for key [ISO_TAGGING_DISABLED] in hive [AcrobatPro-AS1-Win-GM] in master.

    2012-06-12 07:54:34 [5740]  PCDService: No value for key [EULA] in hive [{402F6F2E-5683-491C-977D-0CA599A07CAF}] in master.

    2012-06-12 07:54:34 [5740]  PCDService: No value for key [Registration] in hive [{402F6F2E-5683-491C-977D-0CA599A07CAF}] in master.

    2012-06-12 07:54:34 [5740]  PCDService: No value for key [Registration] in hive [{AC76BA86-1033-F400-7760-000000000005}] in master.

    2012-06-12 07:54:34 [5740]  PCDService: No value for key [Growl] in hive [{402F6F2E-5683-491C-977D-0CA599A07CAF}] in master.

    2012-06-12 07:54:34 [5740]  PCDService: No value for key [Growl] in hive [{AC76BA86-1033-F400-7760-000000000005}] in master.

    2012-06-12 07:54:34 [5740]  PCDService: No value for key [Updates] in hive [{402F6F2E-5683-491C-977D-0CA599A07CAF}] in master.

    2012-06-12 07:54:34 [5740]  PCDService: No value for key [Updates] in hive [{AC76BA86-1033-F400-7760-000000000005}] in master.

    2012-06-12 07:54:34 [5740]  AMT: config: No BridgeTalkCode found in configuration; Bridgetalk will be disabled.

    2012-06-12 07:54:34 [5740]  PCDService: No value for key [SuiteFeatureCount] in hive [DesignWebSuitePremium-CS6-Win-GM] in master.

    2012-06-12 07:54:34 [5740]  AMT: Application can be serialized (sif file found).

    2012-06-12 07:54:34 [5740]  PCDService: No value for key [SN] in hive [AcrobatPro-AS1-Win-GM{|}en_US] in cache.

    2012-06-12 07:54:34 [5740]  config: No en_US licensed serial number found in AcrobatPro-AS1-Win-GM

    2012-06-12 07:54:34 [5740]  PCDService: No value for key [SN] in hive [DesignWebSuitePremium-CS6-Win-GM{|}ALL] in cache.

    2012-06-12 07:54:34 [5740]  config: No ALL licensed serial number found in DesignWebSuitePremium-CS6-Win-GM

    2012-06-12 07:54:34 [5740]  PCDService: No value for key [AMTConfigPath] in hive [{402F6F2E-5683-491C-977D-0CA599A07CAF}] in cache.

    2012-06-12 07:54:34 [5740]  PCDService: No value for key [LineCV 6] in hive [DesignWebSuitePremium-CS6-Win-GM{|}ALL] in cache.

    2012-06-12 07:54:34 [5740]  PCDService: No value for key [LineCV 7] in hive [DesignWebSuitePremium-CS6-Win-GM{|}ALL] in cache.

    2012-06-12 07:54:34 [5740]  AMT: First launch (serial [90148700767331006075]).

    2012-06-12 07:54:34 [5740]  AMT: Application state initialized.  Obtaining Product License.

    2012-06-12 07:54:34 [5740]  AMT: Obtaining client features from cache.

    2012-06-12 07:54:34 [5740]  AMT: Obtaining client product info from cache.

    2012-06-12 07:54:34 [5740]  AMT: Forcing first launch workflow because product is not licensed from previous launch.

    2012-06-12 07:54:34 [5740]  AMT: AMT: Obtaining Product License.

    2012-06-12 07:54:34 [5740]  AMT: Launch Workflow not yet done in foreground in this session.

    2012-06-12 07:54:34 [5740]  AMT: Starting First Launch Workflow

    2012-06-12 07:54:34 [5740]  AMT: Running in PROV_APP

    2012-06-12 07:54:34 [5740]  PCDService: No value for key [EULADelay] in hive [{402F6F2E-5683-491C-977D-0CA599A07CAF}] in master.

    2012-06-12 07:54:34 [5740]  PCDService: No value for key [EULADelay] in hive [{402F6F2E-5683-491C-977D-0CA599A07CAF}] in master.

    2012-06-12 07:54:34 [5740]  PCDService: No value for key [MediaTag] in hive [{402F6F2E-5683-491C-977D-0CA599A07CAF}] in master.

    2012-06-12 07:54:34 [5740]  config: No media tag found for payload {402F6F2E-5683-491C-977D-0CA599A07CAF}

    2012-06-12 07:54:34 [5740]  config: Using default media policy RET

    2012-06-12 07:54:34 [5740]  uiswitch: EULA has already been accepted.

    2012-06-12 07:54:34 [5740]  AMT: Starting ALM workflow.

    2012-06-12 07:54:34 [5740]  AMT: Initializing ALM for serialized activation.

    2012-06-12 07:54:34 [5740]  ALMService: Initializing as licensed app

    2012-06-12 07:54:34 [5740]  ALM: _info_: Start ALM 3.5 Release (build 3.5.2.0)

    2012-06-12 07:54:34 [5740]  SLCoreService: Starting up SLCore 1.5 Release (build 1.5.21.224873).

    2012-06-12 07:54:34 [5740]  SLCoreService: Service construction took 0.0 ms and succeed.

    2012-06-12 07:54:34 [5740]  ALM: _info_: LEID passed DesignWebSuitePremium-CS6-Win-GM is used to configure SLCore = 0

    2012-06-12 07:54:34 [5740]  ALM: _info_: Host app is Licensable App

    2012-06-12 07:54:34 [5740]  PCDService: No value for key [AcrobatPro-AS1-Win-GM{|}16] in hive [SSC-AS1-LE-Dominance] in master.

    2012-06-12 07:54:34 [5740]  config: SSC LEID dir not found: C:\Program Files (x86)\Common Files\Adobe\ssc\TechnicalCommunicationSuite-TS3.5-Win-GM

    2012-06-12 07:54:34 [5740]  config: SSC LEID dir not found: C:\Program Files (x86)\Common Files\Adobe\ssc\TechnicalCommunicationSuite-TS3.5-Win-GM

    2012-06-12 07:54:34 [5740]  ALM: _info_: Found LEID AcrobatPro-AS1-Win-GM with AMT Path C:\Program Files (x86)\Adobe\Acrobat 10.0\Acrobat\AMT

    2012-06-12 07:54:34 [5740]  ALM: _info_: Found LEID AcrobatSuite-AS1-Win-GM with AMT Path C:\Program Files (x86)\Common Files\Adobe\ssc\AcrobatSuite-AS1-Win-GM

    2012-06-12 07:54:34 [5740]  ALM: _info_: Found LEID FrameMakerServer-TS3-Win-GM with AMT Path C:\Program Files (x86)\Common Files\Adobe\ssc\FrameMakerServer-TS3-Win-GM

    2012-06-12 07:54:34 [5740]  ALM: _info_: Found LEID TechnicalCommunicationSuite-TS3-Win-GM with AMT Path C:\Program Files (x86)\Common Files\Adobe\ssc\TechnicalCommunicationSuite-TS3-Win-GM

    2012-06-12 07:54:34 [5740]  ALM: _info_: Found LEID DesignSuiteStandard-CS5.5-Win-GM with AMT Path C:\Program Files (x86)\Common Files\Adobe\ssc\DesignSuiteStandard-CS5.5-Win-GM

    2012-06-12 07:54:34 [5740]  ALM: _info_: Found LEID WebSuitePremium-CS5.5-Win-GM with AMT Path C:\Program Files (x86)\Common Files\Adobe\ssc\WebSuitePremium-CS5.5-Win-GM

    2012-06-12 07:54:34 [5740]  ALM: _info_: Found LEID DesignSuitePremium-CS5.5-Win-GM with AMT Path C:\Program Files (x86)\Common Files\Adobe\ssc\DesignSuitePremium-CS5.5-Win-GM

    2012-06-12 07:54:34 [5740]  ALM: _info_: Found LEID MasterCollection-CS5.5-Win-GM with AMT Path C:\Program Files (x86)\Common Files\Adobe\ssc\MasterCollection-CS5.5-Win-GM

    2012-06-12 07:54:34 [5740]  ALM: _info_: Found LEID ELearningSuite-ES2.5-Win-GM with AMT Path C:\Program Files (x86)\Common Files\Adobe\ssc\ELearningSuite-ES2.5-Win-GM

    2012-06-12 07:54:34 [5740]  ALM: _info_: Found LEID TechnicalCommunicationSuite-TS3.5-Win-GM with AMT Path

    2012-06-12 07:54:34 [5740]  ALM: _info_: Found LEID V6{}TechnicalCommunicationSuite-TS4-Win-PR with AMT Path C:\Program Files (x86)\Common Files\Adobe\ssc\V6{}TechnicalCommunicationSuite-TS4-Win-PR

    2012-06-12 07:54:34 [5740]  ALM: _info_: Found LEID V6{}FrameMakerServer-TS4-Win-PR with AMT Path C:\Program Files (x86)\Common Files\Adobe\ssc\V6{}FrameMakerServer-TS4-Win-PR

    2012-06-12 07:54:34 [5740]  ALM: _info_: Found LEID DesignWebSuitePremium-CS6-Win-PR with AMT Path C:\Program Files (x86)\Common Files\Adobe\ssc\DesignWebSuitePremium-CS6-Win-PR

    2012-06-12 07:54:34 [5740]  ALM: _info_: Found LEID DesignSuiteStandard-CS6-Win-PR with AMT Path C:\Program Files (x86)\Common Files\Adobe\ssc\DesignSuiteStandard-CS6-Win-PR

    2012-06-12 07:54:34 [5740]  ALM: _info_: Found LEID MasterCollection-CS6-Win-PR with AMT Path C:\Program Files (x86)\Common Files\Adobe\ssc\MasterCollection-CS6-Win-PR

    2012-06-12 07:54:34 [5740]  ALM: _info_: Found LEID V6{}ELearningSuite-ES6-Win-PR with AMT Path C:\Program Files (x86)\Common Files\Adobe\ssc\V6{}ELearningSuite-ES6-Win-PR

    2012-06-12 07:54:34 [5740]  ALM: _info_: Found LEID CreativeCloud-CS6-Win-GM with AMT Path C:\Program Files (x86)\Common Files\Adobe\ssc\CreativeCloud-CS6-Win-GM

    2012-06-12 07:54:34 [5740]  ALM: _info_: Found LEID DesignWebSuitePremium-CS6-Win-GM with AMT Path C:\Program Files (x86)\Common Files\Adobe\Adobe Creative Suite 6 Design and Web Premium\AMT

    2012-06-12 07:54:34 [5740]  PCDService: No value for key [MediaTag] in hive [{402F6F2E-5683-491C-977D-0CA599A07CAF}] in master.

    2012-06-12 07:54:34 [5740]  config: No media tag found for payload {402F6F2E-5683-491C-977D-0CA599A07CAF}

    2012-06-12 07:54:34 [5740]  config: Using default media policy RET

    2012-06-12 07:54:34 [5740]  ALM: _info_: MediaTagPolicy is RET

    2012-06-12 07:54:34 [5740]  PCDService: No value for key [NTL_WO_SN] in hive [DesignWebSuitePremium-CS6-Win-GM] in master.

    2012-06-12 07:54:34 [5740]  ALM: _info_: Canonical LEID is AcrobatPro-AS1-Win-GM

    2012-06-12 07:54:34 [5740]  ALM: _info_: Driver LEID is DesignWebSuitePremium-CS6-Win-GM

    2012-06-12 07:54:34 [5740]  PCDService: No value for key [901487007673310060752956] in hive [RejectedSNDomain_CS5] in cache.

    2012-06-12 07:54:34 [5740]  SLCoreService: Reading product config [C:\Program Files (x86)\Common Files\Adobe\Adobe Creative Suite 6 Design and Web Premium\AMT\SLConfig.xml]

    2012-06-12 07:54:34 [5740]  ALM: _info_: alm::IsLangPackForLocaleInstalled - Checking if lang pack is installed for ALL

     

     

    2012-06-12 07:54:34 [5740]  ALM: _info_: alm::IsLangPackForLocaleInstalled - Lang pack is not installed

    2012-06-12 07:54:34 [5740]  ALM: _time_: (func: ALM_Initialize, duration: 0.016 sec)

    2012-06-12 07:54:34 [5740]  AMT: Performing ALM silent license verification.

    2012-06-12 07:54:34 [5740]  PCDService: No value for key [EncryptedSerial] in hive [{402F6F2E-5683-491C-977D-0CA599A07CAF}] in cache.

    2012-06-12 07:54:34 [5740]  PCDService: No value for key [Serial] in hive [{402F6F2E-5683-491C-977D-0CA599A07CAF}] in cache.

    2012-06-12 07:54:34 [5740]  config: No pre-serial number found in {402F6F2E-5683-491C-977D-0CA599A07CAF}

    2012-06-12 07:54:34 [5740]  PCDService: No value for key [PSN] in hive [DesignWebSuitePremium-CS6-Win-GM{|}en_US] in cache.

    2012-06-12 07:54:34 [5740]  config: No en_US provisional serial number found in DesignWebSuitePremium-CS6-Win-GM

    2012-06-12 07:54:34 [5740]  PCDService: No value for key [PSN] in hive [DesignWebSuitePremium-CS6-Win-GM{|}ALL] in cache.

    2012-06-12 07:54:34 [5740]  config: No ALL provisional serial number found in DesignWebSuitePremium-CS6-Win-GM

    2012-06-12 07:54:34 [5740]  ALM: _info_: Validate license at Pre-Chrome time

    2012-06-12 07:54:34 [5740]  ALM: _info_: Searching license for locale en_US ...

    2012-06-12 07:54:34 [5740]  PCDService: No value for key [SN] in hive [AcrobatPro-AS1-Win-GM{|}en_US] in cache.

    2012-06-12 07:54:34 [5740]  config: No en_US licensed serial number found in AcrobatPro-AS1-Win-GM

    2012-06-12 07:54:34 [5740]  PCDService: No value for key [970787040936944783527623] in hive [RejectedSNDomain_CS5] in cache.

    2012-06-12 07:54:34 [5740]  SLCoreService: Reading product config [C:\Program Files (x86)\Adobe\Acrobat 10.0\Acrobat\AMT\SLConfig.xml]

    2012-06-12 07:54:34 [5740]  ALM: _info_: alm::IsLangPackForLocaleInstalled - Checking if lang pack is installed for ALL

     

     

    2012-06-12 07:54:34 [5740]  ALM: _info_: alm::IsLangPackForLocaleInstalled - Lang pack is not installed

    2012-06-12 07:54:34 [5740]  ALM: _info_: alm::IsLangPackForLocaleInstalled - Checking if lang pack is installed for ALL

     

     

    2012-06-12 07:54:34 [5740]  ALM: _info_: alm::IsLangPackForLocaleInstalled - Lang pack is not installed

    2012-06-12 07:54:34 [5740]  ALM: _info_: Found existing serialization under LEID AcrobatPro-AS1-Win-GM, the serial number locale is ALL

    2012-06-12 07:54:34 [5740]  PCDService: No value for key [970787040936944783527623] in hive [RejectedSNDomain_CS5] in cache.

    2012-06-12 07:54:34 [5740]  ALM: _info_: alm::IsLangPackForLocaleInstalled - Checking if lang pack is installed for ALL

     

     

    2012-06-12 07:54:34 [5740]  ALM: _info_: alm::IsLangPackForLocaleInstalled - Lang pack is not installed

    2012-06-12 07:54:34 [5740]  PCDService: No value for key [970787040936944783527623] in hive [RejectedSNDomain_CS5] in cache.

    2012-06-12 07:54:34 [5740]  ALM: _info_: alm::IsLangPackForLocaleInstalled - Checking if lang pack is installed for ALL

     

     

    2012-06-12 07:54:34 [5740]  ALM: _info_: alm::IsLangPackForLocaleInstalled - Lang pack is not installed

    2012-06-12 07:54:34 [5740]  ALM: _info_: Cached license is expired for locale en_US, continue the search to next locale

    2012-06-12 07:54:34 [5740]  ALM: _info_: No valid license found, fall back to the most preferred locale: en_US

    2012-06-12 07:54:34 [5740]  PCDService: No value for key [SN] in hive [AcrobatPro-AS1-Win-GM{|}en_US] in cache.

    2012-06-12 07:54:34 [5740]  config: No en_US licensed serial number found in AcrobatPro-AS1-Win-GM

    2012-06-12 07:54:34 [5740]  PCDService: No value for key [970787040936944783527623] in hive [RejectedSNDomain_CS5] in cache.

    2012-06-12 07:54:34 [5740]  ALM: _info_: alm::IsLangPackForLocaleInstalled - Checking if lang pack is installed for ALL

     

     

    2012-06-12 07:54:34 [5740]  ALM: _info_: alm::IsLangPackForLocaleInstalled - Lang pack is not installed

    2012-06-12 07:54:34 [5740]  ALM: _info_: alm::IsLangPackForLocaleInstalled - Checking if lang pack is installed for ALL

     

     

    2012-06-12 07:54:34 [5740]  ALM: _info_: alm::IsLangPackForLocaleInstalled - Lang pack is not installed

    2012-06-12 07:54:34 [5740]  PCDService: No value for key [970787040936944783527623] in hive [RejectedSNDomain_CS5] in cache.

    2012-06-12 07:54:34 [5740]  ALM: _info_: alm::IsLangPackForLocaleInstalled - Checking if lang pack is installed for ALL

     

     

    2012-06-12 07:54:34 [5740]  ALM: _info_: alm::IsLangPackForLocaleInstalled - Lang pack is not installed

    2012-06-12 07:54:34 [5740]  SLCoreService: Syncing to license store...

    2012-06-12 07:54:35 [5740]  SLCoreService: Found server mkey.

    2012-06-12 07:54:35 [5740]  SLCoreService: Loading license references...

    2012-06-12 07:54:35 [5740]  SLCoreService: Found 4 license file(s)

    2012-06-12 07:54:35 [5740]  SLCoreService: Parsing license file [20566957.lic] succeed.

    2012-06-12 07:54:35 [5740]  SLCoreService: Parsing license file [226832637.lic] succeed.

    2012-06-12 07:54:35 [5740]  SLCoreService: Parsing license file [28738525.lic] succeed.

    2012-06-12 07:54:35 [5740]  SLCoreService: Parsing license file [7412525.lic] succeed.

    2012-06-12 07:54:35 [5740]  SLCoreService: License store synchronization took 32.2 ms and succeed.

    2012-06-12 07:54:35 [5740]  SLCoreService: Query license: type = 2, duration = 30 days, remaining = expired.

    2012-06-12 07:54:35 [5740]  config: Setting current license to AcrobatPro-AS1-Win-GM [ALL]

    2012-06-12 07:54:35 [5740]  PCDService: No value for key [LoadTrial] in hive [{402F6F2E-5683-491C-977D-0CA599A07CAF}] in master.

    2012-06-12 07:54:35 [5740]  PCDService: No value for key [LoadTrial] in hive [{AC76BA86-1033-F400-7760-000000000005}] in master.

    2012-06-12 07:54:35 [5740]  PCDService: No value for key [PDApp_WF] in hive [AcrobatPro-AS1-Win-GM] in cache.

    2012-06-12 07:54:35 [5740]  PCDService: No value for key [ALM_Info_S1] in hive [AcrobatPro-AS1-Win-GM{|}ALL] in cache.

    2012-06-12 07:54:35 [5740]  ALM: _info_: Performing Block Check

     

     

    2012-06-12 07:54:35 [5740]  SLCoreService: Query license: type = 2, duration = 30 days, remaining = expired.

    2012-06-12 07:54:35 [5740]  PCDService: No value for key [Subscription] in hive [{402F6F2E-5683-491C-977D-0CA599A07CAF}] in master.

    2012-06-12 07:54:35 [5740]  PCDService: No value for key [Subscription] in hive [{AC76BA86-1033-F400-7760-000000000005}] in master.

    2012-06-12 07:54:35 [5740]  PCDService: No value for key [ACT_NOINTERNET] in hive [AcrobatPro-AS1-Win-GM] in cache.

    2012-06-12 07:54:35 [5740]  PCDService: No value for key [SERVICE_ONLINE] in hive [AcrobatPro-AS1-Win-GM] in cache.

    2012-06-12 07:54:35 [5740]  SLCoreService: Query license: type = 2, duration = 30 days, remaining = expired.

    2012-06-12 07:54:35 [5740]  ALM: _time_: (func: ALM_License_SilentValidate, duration: 0.046 sec)

    2012-06-12 07:54:35 [5740]  ALM: _info_: ALM_License_SilentValidate return license status: Invalid

    2012-06-12 07:54:35 [5740]  AMT: License check shows product is unlicensed.

    2012-06-12 07:54:35 [5740]  AMT: Product is not activated.  Starting ALM launch-time product licensing UI.

    2012-06-12 07:54:35 [5740]  SLCoreService: Query license: type = 2, duration = 30 days, remaining = expired.

    2012-06-12 07:54:35 [5740]  PCDService: No value for key [PDApp_WF] in hive [AcrobatPro-AS1-Win-GM] in cache.

    2012-06-12 07:54:35 [5740]  SLCoreService: Query license: type = 2, duration = 30 days, remaining = expired.

    2012-06-12 07:54:35 [5740]  ALM: _info_: Entered ALM_NeedANAG

    2012-06-12 07:54:35 [5740]  SLCoreService: Query license: type = 2, duration = 30 days, remaining = expired.

    2012-06-12 07:54:35 [5740]  PCDService: No value for key [ADOBEID_EXT_PROFILE] in hive [970787040936944783527623] in cache.

    2012-06-12 07:54:35 [5740]  ALM: _info_: Exiting ALM_NeedANAG

    2012-06-12 07:54:35 [5740]  AMT: NAG Ignored!!.

    2012-06-12 07:54:35 [5740]  AMT: Licensing has been refused.  Application must exit.

    2012-06-12 07:54:35 [5740]  AMT: Starting Data Collection for SWTag_Init()

    2012-06-12 07:54:35 [5740]  AMT: DoISOTagging() productCanonicalLEID = AcrobatPro-AS1-Win-GM;outMappedLEID =  AcrobatPro-AS1-Win-GM, unused =

    2012-06-12 07:54:35 [5740]  AMT: DoISOTagging() productPayloadCode = {AC76BA86-1033-F400-7760-000000000005};driverPayloadCode =  {402F6F2E-5683-491C-977D-0CA599A07CAF}

    2012-06-12 07:54:35 [5740]  PCDService: No value for key [EPIC_APP_543] in hive [AcrobatPro-AS1-Win-GM] in master.

    2012-06-12 07:54:35 [5740]  AMT: SWTag_Init() Tags Arguments CS6 Design and Web Premium; AcrobatPro-AS1-Win-GM;

    2012-06-12 07:54:35 [5740]  AMT: DoISOTagging() License Status = unlicensed

    2012-06-12 07:54:35 [5740]  AMT: DoISOTagging() Tags 970787040936944783527623; 10.0; TRIAL

    2012-06-12 07:54:35 [5740]  AMT: DoISOTagging() Product Version 10; 0

    2012-06-12 07:54:35 [5740]  performance: AMTObtainProductLicense took 117.355057 ms

    2012-06-12 07:54:35 [5740]  PCDService: No value for key [AdobeUpdaterCodeV2] in hive [{402F6F2E-5683-491C-977D-0CA599A07CAF}] in master.

    2012-06-12 07:54:35 [5740]  PCDService: No value for key [AdobeUpdaterCodeV2] in hive [{AC76BA86-1033-F400-7760-000000000005}] in master.

    2012-06-12 07:54:35 [5740]  PCDService: No value for key [Updates] in hive [{402F6F2E-5683-491C-977D-0CA599A07CAF}] in master.

    2012-06-12 07:54:35 [5740]  PCDService: No value for key [Updates] in hive [{AC76BA86-1033-F400-7760-000000000005}] in master.

    2012-06-12 07:54:35 [5740]  AUMService: config: No AdobeUpdaterCode found in configuration; AUM will be disabled.

    2012-06-12 07:54:35 [5740]  ServiceLoader: looking for library C:\Program Files (x86)\Adobe\Acrobat 10.0\Acrobat\updaternotifications.dll

    2012-06-12 07:54:35 [5740]  ServiceLoader: looking for library C:\Windows\system32\updaternotifications.dll

    2012-06-12 07:54:35 [5740]  ServiceLoader: Failed to find updaternotifications.dll

    2012-06-12 07:54:35 [5740]  ALMService: Terminating

    2012-06-12 07:54:35 [5740]  SLCoreService: Shutting down SLCore 1.5 Release (build 1.5.21.224873).

    2012-06-12 07:54:35 [5740]  SLCoreService: Service destruction took 0.6 ms and succeed.

    2012-06-12 07:54:35 [5740]  ALM: _info_: End ALM

    2012-06-12 07:54:35 [5740]  performance: AMTReleaseProductLicense took 5.815388 ms

    2012-06-12 07:54:35 [5740]  AMT: END SESSION.

     
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  • Currently Being Moderated
    Jun 12, 2012 7:59 AM   in reply to rkdarwin13

    seems to be a widespread issue.

    i phoned adobe this morning and all i could get for a solution is to uninstall completely then clear the install with two adobe cleaners then reinstall which, according to the interlocutor, is supposed to work. I'll test this tonight.

     
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    Jun 13, 2012 2:43 AM   in reply to bagou001

    i did yesterday evening what i was told in the email, uninstall, clean, reinstall,   and for now it seems to be working...

    let's wait and see.

    in the mean time, here's the email content sent from the adobe support crew (sorry it's in french)

     

    A) Ouvrez le Panneau de configuration Ajout/Suppression de programmes (Windows XP) ou le Panneau de configuration Programmes et Fonctionnalités (Windows Vista/Windows 7).

    Sélectionnez le produit Adobe Creative Suite et cliquez sur Supprimer ou sur Désinstaller.

    Suivez les instructions à l’écran pour effectuer le processus de désinstallation.

    Redémarrez votre système et fermez toutes les applications ouvertes.

     

    B) 1.Téléchargez l’outil Adobe CS5 Cleaner Tool pour Windows.

    http://download.macromedia.com/pub/creativesuite/cleanertool/win/adobe _creative_suite_cleaner_tool.zip

    2.Décompressez le fichier AdobeCreativeSuiteCleanerTool.zip. 

    3.Cliquez deux fois sur le fichier AdobeCreativeSuiteCleanerTool.zip pour l’ouvrir.

    4.Cliquez avec le bouton droit sur InstallerDatabaseUtility.exe et sélectionnez Exécuter en tant qu’administrateur.

     

    Remarque : si la commande Exécuter en tant qu’administrateur n’est pas disponible, cliquez deux fois sur InstallerDatabaseUtility.exe.

    5.Suivez les invites pour compléter le script :

     

    Remarque : vous pouvez utiliser les caractères minuscules ou majuscules dans le script.

    •Sélectionnez votre langue en tapant e pour anglais ou j pour japonais.

    •Lisez l’accord de licence de l’utilisateur final Adobe et tapez y pour accepter ou n pour refuser. Refuser ferme le script.

    •Sélectionnez la version de Creative Suite que vous souhaitez nettoyer.

    •Sélectionnez le produit à supprimer en saisissant son numéro, puis appuyez sur Entrée.

    •Pour confirmer que vous voulez supprimer le produit, tapez y, puis appuyez sur la touche Entrée. Pour revenir à la liste des produits installés, tapez n, puis appuyez sur la touche Entrée.

     

    Remarque : si vous choisissez l’option de suppression Clean All (Nettoyer tout), tous les produits et fichiers liés au programme d’installation seront supprimés pour la version de Creative Suite spécifiée.

    •A la fin du script, appuyez sur Entrée pour quitter.

     

    C) Appliquer l'outil de nettoyage Acrobat Cleaner Tool :

    http://labs.adobe.com/downloads/acrobatcleaner.html

     

    D) Dès que les 3 premières manipulations ont été faites, merci de bien vouloir refaire l'installation de la suite entière.

     
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    Jun 13, 2012 10:31 AM   in reply to Artsandbeauty

    Same problem here as well. Couple of days ago went to open a file in Acrobat Pro, blinked and went away. Has not worked at all since....  Came here to see if there might be a solution and just found this and plenty of other having the same issue all of the sudden. I'm assuming something updated that has totally broken Acrobat Pro. If I try to open a file or just opening Acrobat Pro no blink, nothing. Just does nothing at all. This is installed as part of the CS6 Suite and a production machine in use all day every day with a lot of custom color settings, plugins, etc. I refuse nor have the time to uninstall the entire suite and re-install everything. This needs a fix ASAP. Acrobat Reader does still work and I can still open PDF files in Illustrator as well but I really need this fixed. System is Windows 7 X64 if that matters.

     
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    Jun 13, 2012 10:33 AM   in reply to bagou001

    After a brief detour to google translate - this worked. 

     

    Granted it was a time consuming pain in the neck.. but, it worked

     

    Thanks Bagou001

     
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    Jun 13, 2012 10:47 AM   in reply to MixManSC1

    I was able to correct the situation by uninstalling Acrobat X Pro via Programs and Features in Control Panel. Then I unselected the app in the Adobe CS6 Master Collection applet in Programs and Features. And then I rebooted and reinstalled from Adobe CS6 Master Collection applet.

     

    I believe that's the sequence that worked. The main thing was that Acrobat appeared to have been installed both as a part of CS6 MC, and as a standalone app, and I had to get both of them uninstalled.

     

    Hope this helps.

     
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    Jun 13, 2012 7:28 PM   in reply to ashtangakasha

    Stuck in the same mudhole. I really don't want to uninsall/reinstall. Please somebody tell me Adobe has a fix on this.

     
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    Jun 13, 2012 10:15 PM   in reply to Sandeep V.

    Same story here.  Design & Web Premium CS6 on Windows 7 Ultimate 64 bit.  Acrobat X Pro doesn't even start up any more.

     

    Complete uninstall/reinstall?  Do you know how long that takes including the installation of the updates?

     

    Great job, Adobe.  The more we pay the less reliable software we get from you.

     

    And no thanks, I'm not gonna call in because I don't want to talk to anyone in India.

     
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    Jun 13, 2012 10:28 PM   in reply to 818g

    Just to be sure I wasn't misleading anyone -- I only uninstalled Acrobat, not the whole suite. In Win7 it only took about 5 minutes.

     

    Obviously, though, Adobe needs to get this situation taken care of asap.

     
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    Jun 14, 2012 12:34 AM   in reply to Artsandbeauty

    just about the india call center thing, i don't know in US, but here in belgium, as far as i know, the call center is located in the Netherlands and the guy i talked to was indeed perfect french speaking if not belgian, i know this because a friend of mine has worked there... so for us at least it's not an indian call center ...

     
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    Jun 14, 2012 5:14 AM   in reply to bagou001

    same thing - It's happened to everyone in the office on Adobe CS6 Web premuim at the same 2 days ago. None of us can start Acrobat 10 or even AcroRd32.exe at all. no errors, just nothing happens.

     
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  • David Kastendick
    3,264 posts
    Apr 7, 2010
    Currently Being Moderated
    Jun 14, 2012 10:16 AM   in reply to timmyh00p

    Hello everyone,

     

    Could you please try the following steps based on your operating system:

     

    Windows:

    • Uninstall Acrobat (either as a stand-alone installation or as a component of your Creative Suite installation)
    • Run the Acrobat Cleaner Tool to remove any remnants of the application.
    • Reinstall Acrobat X through either your CS6 installer or the Adobe Application Manager (Creative Cloud subscribers)

     

    Mac:

    • Uninstall Acrobat (please check both Applications\Adobe Acrobat\Uninstall and Applications\Utilities\Adobe Installers for available Acrobat uninstallers)
    • Run the CSCleaner Tool and Remove Acrobat.
    • Reinstall Acrobat X through either your CS6 installer or the Adobe Application Manager (Creative Cloud subscribers)

     

    -David

     
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    Jun 14, 2012 11:35 AM   in reply to ashtangakasha

    Was your system MAC or PC?

     
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    Jun 14, 2012 11:37 AM   in reply to David Kastendick

    Clarification please.  If I have a creative suite, am I suppose to uninstall acrobat from within that?  If so, how do you uninstall one program within the suite? (I have Master Collection CS6).

     

    What I see in my windows uninstall software window is Acrobat X Pro as a seperate line item program to uninstall.  Then on a seperate line is CS6.

     

    Thanks.

     
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    Jun 14, 2012 11:39 AM   in reply to David Kastendick

    You do realize the Acrobat Cleaner Tool specifically says to NOT use it on a creative suite installation, right?  So if we have a suite, do we just skip this step?

     

    Thx.

     
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    Jun 14, 2012 11:58 AM   in reply to TheBitBug

    The previous instructions specifically stated NOT to use the cleaner tool. Do we take the advice of the previous instructions or toss those away and follow the advice of the adobe forum admin?

     

    FYI - I ran repair in the Win uninstall control panel on Adobe Reader X and at least I can open .pdfs in Reader.

     

    C'mon Adobe, how about a better explanation than reinstall? With this many people having the exact same issue in the exact same timeline, it's not a stretch to think that a recent update broke the app. Push out a rollback app or something.

     
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    Jun 14, 2012 12:45 PM   in reply to chrispopovic

    Agreed!

     
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    Jun 14, 2012 12:54 PM   in reply to David Kastendick

    FOR ALL:

     

    I'm losing money on this fourth day of this crap, so I have to experiment with fixing this even though I don't want to, think I should have to, nor have the time to.

     

    Regardless.  I did the following (NOTE: I did NOT use the cleaner recommended above as that program specifically says NOT to use it on a Master Collection install).

     

    I am running Master Collection CS6 on a Windows 7 Professional 64bit OS.

     

    I removed Acrobat X Pro from the windows control panel>uninstall a program

     

    After removal, I rebooted my system.

     

    I then launched the Adobe CS6 Master Collection set-up.exe file from my downloaded CS6 original install files.

     

    Within the Setup Program:

    Click Install

    Accept License Agreement

    Enter serial number, click next

    The Options Dialog box should come up.  I checked ONLY the Acrobat X Pro box.

    Click through the install from there.

     

    Since doing this about two hours ago I have viewed a few .pdf's and saved a Illustrator CS6 file as a PDF and an illustrator CS4 file as a PDF.

     

    So far, so good.... if anything changes I'll post an update.

     

    Good luck to all with whatever you decide to do... hopefully Adobe will release a fix soon!

     
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    Jun 14, 2012 5:16 PM   in reply to TheBitBug

    TO ALL:  There is another thread going on here->http://forums.adobe.com/message/4493641#4493641

     

    I am pretty sure this has been happening to everyone at the 30 day mark (30 days after your installation).  If I am right about this, please post on the thread http://forums.adobe.com/message/4493641#4493641 and reply post 39 to David (Adobe Employee) to help Adobe see this is happening at 30days.  It gives them a place to focus there efforts.

     

    According to David's post Adobe is unable to replicate the problem, so we can help them fix this by confirming it is happening at the 30 day mark.

     

    Thank you!

     
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  • Currently Being Moderated
    Jun 14, 2012 6:34 PM   in reply to David Kastendick

    Hi David,

     

    I was assured a couple of days ago (in this thread, by an Adobe employee) that I should NOT use this cleaner tool with a Suite installation, as the red full-caps warning on the cleaner page says:

     

    IMPORTANT: THIS TOOL IS NOT FOR USE WITH ANY CREATIVE SUITE PRODUCTS INCLUDING SUITES THAT CONTAIN ACROBAT. IT CAN ONLY BE USED WITH STANDALONE VERSIONS OF ACROBAT AND ADOBE READER.

     

    So I'm not at all sure if this is safe to do or not. Since fully uninstalling standalone and suite versions, and then re-installing, without running cleaner, has worked on my Master Collection, I don't think I'll try this unless the whole thing dies again. I think if you're asking everyone to ignore the above warning, you should probably explicitly mention that they should ignore it.

     

    Thanks,

     

    Allen

     
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    Jun 14, 2012 6:59 PM   in reply to ashtangakasha

    I went ahead and ran the cleaner (on my CS 6 MC install) after removing Acrobat. Then I reinstalled Acrobat from the Suite installer. I knew it was a risk to run the cleaner given the incomplete and contradictory messages we're getting... but so far, Acrobat is working an the other components seem to be fine. Obviously I don't know what the heck the cleaner is doing... and I can't guarantee that it didn't screw something (subtle) up... but for the moment, everything looks fine.

     

    Not an endorsement. Just wanted to relay my experience.

     

    Clear direction from Adobe would be helpful...

     

    John

     
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  • Currently Being Moderated
    Jun 14, 2012 8:18 PM   in reply to john4243

    Hi John,

     

    Use of Acrobat Cleaner tool is not recommended with Creative Suite because it may remove common files/preferences/settings used by other suite products. If you think that there are not any, you can use it. It was just to keep the users safe. There is no point of breaking one thing to get other thing to work.

     

    This forum discussion was started with, i believe, standalone version of Acrobat 9/X on Windows 7. And the very first reply worked for the user. Now, with different users working in different environment, obviously, there may not be one solution for every user. There may be upgrades, fresh installations, unsuccessful updates or anything. It can be a perpetual installation of Acrobat or via Adobe Creative Cloud (CCM). With minimum information about everything mentioned above, David had provided the generic steps to get a clean copy of Adobe installed on the machine(post 21). I appreciate that you tried those steps and many thanks for sharing your results.

     

    Issues mentioned by acik84 (Post 9)- I tried 2-3 times but could not reproduce them on a fresh VM.

     

    In addition to this-

    You don't really need to uninstall the entire suite to uninstall Acrobat. It always appear as a seperate product in Control Panel->Programs and Features. You can remove it from there. If in any case you don't find it there, start the uninstallation process of Master Collection and SELECT ACROBAT. You can also check the box to remove preference (just to make it cleaner).

    If it is through CCM, you need to use Adobe Application Manager to uninstall Acrobat.

     

    I hope this will help.

     
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    Jun 14, 2012 9:24 PM   in reply to Sandeep V.

    Thanks Sandeep,

     

    I'd just point out that it's been 10 hours since David posted those instructions... and numerous users have asked repeatedly if they should just ignore the warning about not using the 'cleaner' with CS. ... Knowing that there was a serious problem, it would have been nice for someone from Adobe to have been monitoring this forum and have responded soon after TheBitBug asked the question 9 hours ago. Some users have been dealing with this for over 2 weeks... and we really just need information (... and to know the problem is being worked on.)

     

    In fact, as soon as you know whether or not we'll see this again in another 30 days, it would be great to tell us. Even if you haven't solved the problem at that point, keeping us informed can ease a lot of tension.

     

    I know companies don't want to admit their mistakes and don't want to draw extra attention to problems... but transparency goes a long way toward earning some points with your customers.

     

    Thanks,

    John

     
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    Jun 15, 2012 8:52 AM   in reply to Artsandbeauty

    The solution that Jimbo7777 suggested on the parallel thread does work:

    • start up Photoshop
    • Help/Deactivate
    • close application
    • start up Photoshop or Acrobat (it is now running in trial mode)
    • go through the activation process giving the serial

     

    It's much faster and less painful than uninstalling/reinstalling the whole suite.

     
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    Jun 15, 2012 10:29 AM   in reply to Sandeep V.

    No idea if it's related but I checked my system and I installed CS6 Design Premium Suite on May 12th at 11:30AM (based on the folder creation date for most of the programs folders). I'm thinking it actuaally was Tuesday this week, 30 days after install that it died on this machine. So throw me in the right at 30 day boat as well. All other parts of the suite continue to work fine. I have not had time to try uninstalling/rebooting, etc to fix it. Aside from that why should I have to? There needs to be a proper FIX for this ASAP.

     
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  • Currently Being Moderated
    Jun 18, 2012 9:57 AM   in reply to 818g

    818g got it right... i deactivated, and voila!  launched right away!  wonder if i need to do this every 30 days now?

     
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    Jun 18, 2012 7:27 PM   in reply to MixManSC1

    Well I had the same problem and followed 818g,s solution by deactivating and and then reactivate and it now all works fine. However I also checked as to when it was first installed and yes it happened right at 30 days! Hopefully in 30 days this is not gooing to happen again...

     
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    Jun 19, 2012 11:16 AM   in reply to Artsandbeauty

    Hi!

    I've just finished my chat session with an Adobe tech, who helped me to quickly solve my issue with Acrobat. Like all of you, my copy of CS6 Acrobat X Pro has stopped working. It just wouldn't launch at all, and I could not open ANY pdf file.

    They asked me if my computer is 32 or 64 bit. Mine is 64 bit, so I'm posting this to "only" those who have the same criteria.

    The solution they gave me was to follow this path: Start > Computer > C:\\ drive > Program Files (x86) > Common Files > Adobe > Adobe PCD > Cache > Cache.db

    Once you're there, you have to RENAME Cache.db as "Cache.old.db"

    Now you can launch the appliation. It will give you the software license agreement. Accept it.

    It will tell you it's a trial, so you have to click on "License this software"

    You must sign in to your Adobe account.

    Then enter your license number. And that's it!

    They told me I wouldn't encounter any further issues. I expressed my serious concerns of having this same issue 30 days from today, but they reassured me that I wouldn't face this issue again. So, let's keep our fingers crossed

    I hope this helps those of you with 64 bit PCs

    (I did ask for their permission to post this solution here, FYI)

     
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    Jun 19, 2012 5:43 PM   in reply to Evadobe1

    This did actually work....for a short while. Acrobat closed on it's own after working for an hour or so. I've applied the solution 3 times and it appears to work each time, then when opening a new file, it opens, then after a few moments, closes again.

     
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    Jun 19, 2012 5:51 PM   in reply to MSHarris13

    Oh Gosh!!! ... YES!!! ... Same thing again ... I can't believe this!!! ... Can anybody from Adobe please DO something about this issue??? It's getting frustrating being unable to work on my files like this! After paying so much money for these software programs, locking us out like this is ridiculous!!!

     
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    Jun 19, 2012 5:54 PM   in reply to Artsandbeauty

    I had the same problem today (with the same OS) and used the "Cach.db" rename as a fix.

     

    I'm curious to know if others had the same original installation problem I had, and if this may be the cause.  When you install a new version of CS such as CS6, it doesn't automatically uninstall the prior versions (unlike most other software applications).  So when you go to uninstall the prior version (CS5.5 in this case), it AUTOMATICALLY removes Acrobat (v10 in this case) because Acobat is part of CS5.5.  This requires Acrobat be reinstalled on its own. I'm wondering if the reinstallation is causing this problem.  When I installed CS5.5 I had to unistall v4.0 which also automatically removed Acrobat (v9 at the time).  While I didn't get this strange problem of the program not loading, I recall it caused problems with Acrobat updates because it assumed Acrobat had been installed separately from the suite and so it wasn't recognizing the CS serial number.

     
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