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Complaints procedure

August 17, 2017, 11:58 am
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I was actually doing a test drive of Adobe Acrobat DC (the 7 day free trial) because I need to purchase 15-20 licenses for our small business.  I got the quote easy enough on line (isn't that always the way it is -- you can get them to sign you up, but then you can't get any customer service), but I had one issue with optimizing and was trying to find someone...ANYONE...to help.  I called the support line and got someone not in the US who proceeded to tell me there was no issue.  Really?  Then why does my Adobe Acrobat Pro 9 take 60 seconds to optimize a document, and DC takes 8 minutes to optimize the same exact document?  I tried calling back (for about 30 minutes) but got caught in 1-800 number automated selection hell and whenever I selected the option that I wanted....it would hang up on me.  I can't say that I'm impressed and, at this point, I'm looking into Nuance PDF as an alternative.

 

EDIT [branched from an old discussion already marked as answered – moderator]

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Cannot set the Arrow / Selection tool as default (Reader DC 2017)

August 20, 2017, 6:52 pm
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Is anyone able to help?

 

We're preparing to push out Reader DC 2017 (Version 2017.012.20095) to our users but have found that we're unable to make the Arrow/Text Selection tool stick as the default.

 

Opening a document, or opening the Application and opening a document both result in the Hand tool being selected.

 

Previously this behavior could be corrected using the aDefaultSelect registry key (as per Preference Reference for Acrobat and Adobe Reader) but this no longer seems to be the case.

 

It is hard to believe this is by design...

 

[Question moved to the Enterprise Deployment (Acrobat and Reader) forum. -Mod.]

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chrome_elf.dll missing error and HKCU registry keys

August 21, 2017, 5:18 am
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I have been trying to build a new install of Adobe Reader DC (17.012.20095) for deployment to our PC's using the customisation wizard and am experiencing a number of issues.

 

The first issue is that the customised install continuously throws errors when launched about chrome_elf.dll not existing, a full unaltered install places this file in C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AcroCEF

 

I assume something in my customisation removes this from being installed but how do i stop Reader from looking for it?

 

The only workarounds seem to be building in something to copy the file or by deleting RdrCEF.exe and RdrServicesUpdater.exe from the directory which will both resolve the issue but would i rather Adobe fixed the underlying issue with the installer or customisation tool.

 

The second issue relates to adding in HKCU entries into the customisation wizard and them not working and ending up in  HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Adobe\Acrobat Reader\[RegistryHiveName]\Installer\Migrate

 

This same issue was reported in 2015 but still does not seem to be fixed?

 

[Acrobat Reader DC] HKCU registry keys are not replicated for each user as for Adobe Reader

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How do I suppress the default prompt for Adobe Acrobat DC with enterprise deployment?

August 21, 2017, 9:35 am
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I am deploying via SCCM Adobe Acrobat DC enterprise wide.  I need to suppress the prompt to set Acrobat as default when the user 1st opens it.  I am in a mix environment of Windows 7 and 10. Even when user has admin rights, you can't set is default with this prompt.  It appears the only way to change the default in Win 10 is through the control panel so this prompt isn't useful at all.  I have tried suppressing the FTE but it still comes up.  I have tried various ways with Adobe DC Customization Wizard but no luck so far. 

 

I have set "Installer will decide which product will be the default" - this leaves Reader as the default. Which is preferable "Make Acrobat the default PDF viewer" changes it to Edge.

 

The DISM method sets the default for future profiles but not for current profiles, unless I am missing something. Has anybody been able to suppress the prompt in Windows 10?

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Adobe acrobat pro 2017

August 21, 2017, 9:36 am
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Hey all

 

I am lost, i tried to install a new license of Acrobat pro 2017 with a serial number, install completed but when i try to open it i am forced to sign in to adobe, obviously i don't have an adobe log in as this is a perpetual license and not part of the CC product range.

Can anyone tell me what i have done wrong?

 

Many thanks in advance.

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Acrobat 11.0.09 With IE11 - Not Compatible With Enhanced Security

April 2, 2015, 1:45 pm
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We've packaged Acrobat 11.0.09 for deployment with the Customization Wizard and the install goes fine.  We are having issues when try to view linked PDF files in Internet Explorer 11 (Enhanced Security is on) on Win7 64-bit PCs.  We are receiving prompts asking us to allow opening of these files.  I was under the impression that starting with Acrobat 11.0.07 IE11 Enhanced Security was fully supported?  One thing I did notice is while viewing the IE11 add-ons, the "Adobe PDF Reader" add-on shows as 32-bit, any way to load the 64-bit version of this?  Thank you.    

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How to uncheck "Rely on system fonts only" via GPO or .BAT?

August 21, 2017, 1:46 pm
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Where are the configuration settings saved for the Adobe PDF printer saved?  I need to uncheck a preference setting on the document options so that local fonts are not enforced.  We are running into issues where printing an email to PDF is failing due to font errors.  Would love to make this change universal as part of the enterprise deployment.

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Adobe Pro DC Default PDF Application Prompt

August 21, 2017, 1:58 pm
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Using the Adobe Customization Wizard, I am trying to remove the "Make Adobe Acrobat my default PDF application"  prompt on program start.  I have tried adding the Feature Lockdown "bDisablePDFHandlerSwitching" Dword to the package, but am still prompted to set after install.  The default PDF application is currently set to Reader DC in Windows (though not enforced through policy).  Windows 10 LTSB if that makes any difference.

 

The reason for this is I am trying to create an Adobe Pro DC App Volume for use in our VDI environment.  These non-persistent machines are destroyed on logout and a new machine is provisioned each time the user logs in.  I would like to avoid having the user prompted every day.

 

Alternatively, if someone knows where the setting is actually written were I to click "Don't ask me again" (registry, %programdata%, user profile, etc), that would be a big help.

 

Cheers.

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ID Deletion

August 21, 2017, 1:12 pm
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I made the mistake of signing into about 12 new units with my user id that dell distributed via digital download. All of a sudden last week issues started popping for the people to sign in. They have been using all along. It is an issue with my user id now also of too many sign in. How do I delete my user id and install another? I did not get any of the serial numbers during the downloads for Dell. Support advised me on the serials I have but not to identify and change on each unit. Thank you in advance.

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Help! acrobat model tree

August 24, 2017, 3:40 am
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Hello guys,
can you help me with this type of problem i need to have only one part number in the model tree.
i know you can rename part number in 3d reviewer but i cannot do one by one renaming if i have hundreds of part to rename.
help guys. picture for reference

 

Thanks and regards,
ian

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Reader DC - Bad Quality (Icons, Images, ...)

May 15, 2017, 5:05 am
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Hello,

 

I have installed latest Adobe Reader DC in my test-Environment running on Windows Server 2016 and Citrix XenApp 7.13.

 

The graphic-quality is bad in Reader. Especially the Icons in the main toolbar look shabby.
Have a look at the screenshot:

 

AdobeDC.png

 

I tried some settings like "bAntialiasGraphics", "bAntialiasImages" and so on, but there was no improvement.

I did also open up a few PDFs and noticed, that the Image quality is also bad.

Does anybody have an idea on how to improve this?

 

Additional I noticed, that Adobe Reader DC uses ist own mouse-cursor-set. (black-cursor, hand, ...)

Is it possible to prevent the Reader to change the cursors?

 

Thank you!

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Creative Cloud Packager Will Not Install .msi of Acrobat

August 12, 2017, 5:50 am
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Hi there,

 

I am a frustrated new customer and just got out of a bad chat experience with a technician so hoping the community can be a bit more helpful.

 

I have created several different creative cloud packages. One with ALL Adobe products and another one with just Adobe Acrobat. I have tried 32 bit and 64 bit and tested over 3 Windows 10 machines which includes a machine that was just reformatted and contained no history of Any Adobe products. Unfortunately, Adobe Acrobat is never installed on any of these packages; regardless of the configuration I select.

 

I should say it works perfectly fine for MAC packages. In addition, if I manually go to a computer and run the .exe package to install Adobe Acrobat it will work. However, who wants to do that on a several hundred computer network?

 

I could use some help on how to get a .msi package to correctly start to deploy Adobe Acrobat as part of my bundled package or a standalone.

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Mobile phone activation

August 27, 2017, 4:10 pm
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I am using an organization wide license for adobe reader dc Pro. I am unable to use the Licence to activate the same product on my iPhone. Please what must I do?

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how to change the serial number in SCCM packages?

August 15, 2017, 11:54 pm
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We are using several packages for Adobe DC with different Serial numbers. When one package is installed but we have to change the package, deinstallation and Installation of the other packages doesn*t change the Serial number. We found to delete the cache DB but on restart the Cache DB reappears with the license Information of the former package.

 

How can that be solved?

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Remove Tracker from the View Menu in Adobe Acrobat Pro DC & Reader DC

August 29, 2017, 1:18 pm
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Through the customization wizard, I checked "disable all services" for all cloud services and I thought by doing this it would remove Tracker functionality. Can anyone tell me how to remove Tracker from the View Menu either through the registry or the customization wizard. Thanks.

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Base Acrobat Pro DC MSI fails to install on Windows 10 1703

August 30, 2017, 2:11 pm
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Hello,

 

We have been deploying Acrobat Pro DC successfully via SCCM. It has been working on endpoints with Windows 7 SP1, Windows 8.1 and Windows 10 (up until 1607).

 

But since we added Windows 10 1703, the base installer (15.007.20033) fails to install immediately with error code 1603. It was working fine in Windows 10 1607 and older versions.

 

I even tried downloading the latest Acrobat Pro DC and manually executing the same command line string:

 

msiexec.exe /i "AcroPro.msi" /qn TRANSFORMS=AcroPro.mst /norestart /l*v "C:\Windows\SysTools\Logging\SoftwareDeployment\AcroProDC_install.log" /qn

 

Same result: 1603.

 

Is this a known bug?

Is there a fix for it?

 

 

Sincerely,

Jose

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No dictionaries were found. Your installation might be corrupted. Citrix XenDesktop Named user deployment.

July 14, 2017, 7:54 am
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We are having an issue with Acrobat DC Pro setup using Creative Cloud Teams. We are using a roamed named user license. The switches for the install used are below:

 

Setup.exe /sALL /msi ROAMIDENTITY=1 ROAMLICENSING=1

 

This is using an adobe supported configuration on an image with Citrix XenDesktops (also fully patched Windows 7 with newest Adobe Acobat DC Pro Continuous Build). Everything is working correctly (and well) when deployed to users except the spelling feature. When doing the compare feature, you will receive at times receive a "No dictionaries were found. Your installation might be corrupted." In addition when going to preferences and checking spelling you will receive the error as well. No languages are available after clicking add. Unfortunately, even though this is the only issue, it's a large issue for our Legal Team.

 

The issue is this install was done very cleanly on a sanitized image. So I'm looking to see if anyone else has seen this or steps we could use to hone in on the issue. Could it be a registry entry, files that aren't being referenced? Where should we be looking to fix this?

 

Regards,

Chris

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Acrobat Reader & Enterprise ID's

August 31, 2017, 6:33 am
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Our company has Acrobat Reader and Photo Shop.  Does this mean we are able to sue the enterprise ID function?

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Can't suppress Acrobat DC chrome extension first launch popup

September 6, 2017, 5:57 pm
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We are licensed for an deploy Acrobat DC to all of our PC's. Staff and Student.

The staff users only see this poppup about the extension when they first launch chrome, but students get a new profile each time they log into a PC so they see this intrusive poppup every time they launch chrome on a PC which could be many times a day.

 

I've read the documentation and there a reg key to suppress this poppup for Acrobat Reader DC but not Acrobat!

For reference, the extension opens this page: Adobe Acrobat extension for Google Chrome

Why create a paid product that is less customizable than the free version!

 

Has anyone figured a way to suppress this maddness before I log a support ticket with Adobe?

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Activating Adobe Acrobat 7.0 Professional

September 7, 2017, 7:28 am
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I had Adobe Acrobat 7.0 Professional installed on my system and had to replace the hard drive, so required a re-install.

 

I have the original CD, serial number, and manual that came with it years ago when I bought it.

 

I am running Windows 7 Professional, which is the same OS I had previously before I had to replace the hard drive and had Adobe Acrobat 7.0 Professional installed.

 

Issue here is activation? When I start it, says can't activate, call Adobe Customer Service. I call and has a recording that refers me to a web link that says the activation servers have been retired.

 

How do I activate my software?

 

Bruce

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