4 Replies Latest reply on Nov 15, 2017 2:02 AM by pierrebear

    Acrobat Reader

    pierrebear Level 1

      As plug ins went missing again to the Reader I have uninstalled and reinstalled the Acrobat Reader.  It works fine in my wife's ID on the PC [Windows 10] and I can open bills etc.  When I try in my ID on the PC nothing happens and bills etc won't open up.  I can't work out why. Many thanks.

        • 1. Re: Acrobat Reader
          AnandSri Adobe Employee (Admin)

          Hello Pierrebear,

           

          As per the description above, you are not open any PDF file in Acrobat Reader on Windows machine when you are logged in with your Adobe ID, Is that correct?

           

          Please sign in with your Adobe ID and password in Acrobat Reader, and then reset the preferences of the Acrobat Reader, to reset the preferences, refer to the following KB doc How to reset Acrobat Preference settings to default.  Link: https://forums.adobe.com/docs/DOC-8511

           

          If the issue persists, please use the Adobe Acrobat cleaner tool to remove the Reader, Cleaner tool: Download Adobe Reader and Acrobat Cleaner Tool - Adobe Labs  Link: http://labs.adobe.com/downloads/acrobatcleaner.html

          Restart the computer, and reinstall the Reader from Adobe - Adobe Acrobat Reader DC Distribution  Link: https://get.adobe.com/reader/enterprise/

           

          Hope this helps, and let us know how it goes.

           

          Regards,

          Anand Sri.

          • 2. Re: Acrobat Reader
            pierrebear Level 1

            I've not got very far, possibly because my IT skills aren't that good.  I've followed your links to find the preferences folder  but cannot find it, Windows keeps telling me it cannot locate it.  I tried the link to the cleaner tool but nothing would download.

             

            When in Internet Explorer I've clicked on Tools and View Downloads but I don't get the downloads window and C+J doesn't work either.  I've cleared my download history as help for this suggested but still can't get the window.

             

            The only part left to try is find out if the Preferences folder is hidden but I would have thought by typing in the command the PC would locate it.

             

            So I'm still unable to open PDF files.

             

            Many thanks, Alan.

            • 3. Re: Acrobat Reader
              AnandSri Adobe Employee (Admin)

              Hello Alan,

               

              We apologize for the inconvenience caused. The "Preferences" folder is hidden in C:\Users/<USERNAME>

              You have to unhide the hidden folders from VIEW> Select Hidden Items.

               

              Hope this helps, and let us know how it goes.

               

              Regards,

              Anand Sri.

              • 4. Re: Acrobat Reader
                pierrebear Level 1

                Thank you so much for solving the problem, it was easy after I started thinking logically.  I was typing in the command and trying to search for it rather than drop down 'C', so when I realised this it was straightforward.  As the instructions said I created a 'temp' folder and dragged the preferences folder into it.  I then opened Adobe and went to a website to open a PDF file and it opened without a problem.

                 

                The one thing in the instructions I didn't do was drag the preferences folder back as when I went back into 'C' it had re-created itself automatically.

                 

                So once again many thanks for your help it has been much appreciated.

                 

                Alan Bocking.

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