Ansh

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  1. 8 votes
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    Ansh commented  · 

    That's great you had got it resolved.

    I checked for the root cause and the problem comes when the licensing application tries to write the data into a folder requiring the special privileges and somehow that folder permission is overridden by an application or user or some other factor.

    Ansh commented  · 

    Seems like the application is facing an issue while writing tokens in one of the installation directories. It can be caused due to permission issues on your system. Could you please try the below and confirm if the issue is resolved:

    Mac:

    Quit the Acrobat.
    Delete the OOBE folder by navigating to /Library/Application Support/Adobe/
    Launch Acrobat and sign in.

    Windows:

    Quit the Acrobat
    Delete the OOBE folder by navigating to \AppData\Roaming\Adobe
    Launch Acrobat and sign in.

    Ansh commented  · 

    Thanks for reaching to us. The actual problem is that Acrobat 2017 is not having sufficient permission. Could you please give a try by running the application using super-user access.

    For that, you need to open the terminal and run the following command: sudo /Applications/Adobe\ Acrobat\ 2017/Adobe\ Acrobat.app/Contents/MacOS/AdobeAcrobat

    If prompted for the password, enter the user account one. This is just the one-time activity, post that you can launch the Acrobat from Application folder or Dock.

    Please let us know if it didn't work.

  2. 4 votes
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    Ansh commented  · 

    Can you please confirm that if you have multiple partitions on your system. And whether Acrobat is installed in more than 1 partitions.

    Ansh commented  · 

    This probably will be the case when you have multi partitions on your system and one of the partition already had the Adobe Acrobat/ Adobe Reader.

    Can you please check other partitions and remove the Adobe Reader/Adobe Acrobat.

    Ansh commented  · 

    We are really sorry that you had to face this. In order to isolate the root cause can you please help me with the below info:

    1. Acrobat version you are trying to install.
    2. For uninstalling Acrobat - Are you dropping it to trash or using the Acrobat Uninstaller or Cleaner tool?
    3. Can you provide install logs.

  3. 2 votes
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    Ansh commented  · 

    apologies for the inconvenience caused, could you please provide below info in order to better understand the issue:

    1. Which product you have installed on your machine, is it Adobe Reader DC or Adobe Acrobat DC
    2. What is the version of product installed
    3. What is Mac OS Mojave version
    4. Could you please try updating the product to the latest version and check again
    5. Did you try with AcroCleaner tool available on adobe labs to clean your product and reinstall it

  4. 1 vote
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    Ansh commented  · 

    Thank you for bringing this to our notice. we have raised this issue with our development team and it will be addressed in coming updates.

  5. 1 vote
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    Ansh commented  · 

    Thanks for bringing this issue to our notice. Right now we are unable to reproduce the issue on same mac model and OS version with Adobe Acrobat version 19.011.20091.315611. Can you please provide us the further details in order to isolate the root cause:

    1. Acrobat version. You can check it from Acrobat Pro DC>About Adobe Acrobat Pro DC
    3. Do you have installed other Adobe products also and are they working fine
    4. Elaborate the exact steps you are performing. We want to know what operation you was performing before opening the recent files.

  6. 7 votes
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    Ansh commented  · 

    Thanks for providing your suggestion. It seems like a valid one and we will definitely try to address this in future Acrobat updates.

  7. 1 vote
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    Ansh commented  · 

    We are really sorry for the problem faced by you. In order to resolve this issue please provide us more details:

    1. Exact Mac OS version
    2. Acrobat Version
    3. Please elaborate the exact steps you are performing
    4. Provide the install and system logs
    5. Do you have other Acrobat products on your system and are they working good.

  8. 3 votes
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    Ansh commented  · 

    We are really sorry for the problem faced by you. In order to resolve this issue please provide us more details:

    1. Are you on Win/Mac platform
    2. Win/Mac OS version
    3. Acrobat Version
    4. Is this activation key is Volume or Retail
    5. Please elaborate the exact steps you are performing

    Ansh commented  · 

    It's really sad to hear about. In order to resolve this problem could you provide us the following details:

    1. Are you on Win/Mac platform
    2. Win/Mac OS version
    3. Acrobat Version
    4. Is this activation key is Volume or Retail
    5. Please elaborate the exact steps you are performing

  9. 1 vote
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    Ansh commented  · 

    Hi,

    I am really sorry that you had faced this issue with our product. In order to reproduce this issue at our end could you please provide the below details:

    1. Mojave exact version
    2. Acrobat version
    3. Do you have installed other Adobe products also and are they working fine
    4. Elaborate the exact steps you are performing.

  10. 1 vote
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    Ansh commented  · 

    Hi,

    Sorry about your problem. At now, we are unable to reproduce the crash on same Mac model. Could you please provide us the below information, so that we can reproduce and further isolate the root cause:

    1. Mac OS version
    2. Acrobat version
    3. Do you have installed other Adobe products also and are they working fine
    4. Elaborate the exact steps you are performing which causing the crash.

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