Hi
What is the exact version of Acrobat being used (Launch Acrobat>Help>About Acrobat and note the exact version , E.G. 10.x.x)
The OS (Windows), is it win 7, 8 ?
Do you get an error message?
Also, please go to the temp folder by typing %temp% in the RUN prompt and look for AMT3.LOG and attach it to the next post for further assistance.
Thanks,
Vikrantt Singh