Product FAQ
Common questions about our Adobe Acrobat plugins — compatibility, installation, licensing, and troubleshooting.
Compatibility & Requirements
Which version of Adobe Acrobat do I need?
Mapsoft plugins require a full version of Adobe Acrobat (Standard or Pro). They are compatible with Acrobat DC (continuous release), Acrobat 2020, and Acrobat 2017. Check the individual product pages for specific version requirements.
Can I use the plugins with the free Adobe Acrobat Reader?
No. Adobe Acrobat Reader does not support third-party plugins — this is an Adobe platform limitation. You need a paid version of Adobe Acrobat (Standard or Pro) to install and use any Acrobat plugin.
Do your plugins work on macOS?
Our plugins are currently available for Windows only (Windows 10 and Windows 11). We support both 32-bit and 64-bit versions of Adobe Acrobat on Windows. macOS versions are not available at this time.
Do you support 64-bit Adobe Acrobat?
Yes. All current versions of our plugins are available in both 32-bit and 64-bit editions. The installer detects your Acrobat installation and places the correct version automatically. See our 64-bit release announcement for more details.
Will the plugins work with other PDF applications (Foxit, Nitro, PDF-XChange)?
No. Our plugins are built using the Adobe Acrobat SDK and are designed exclusively for Adobe Acrobat. They are not compatible with third-party PDF applications.
Evaluation & Purchase
Do you offer free trial versions?
Yes. Trial versions are available for all of our Acrobat plugins. Trials are fully functional for a limited evaluation period, allowing you to test the software with your own documents and workflows before purchasing. Visit the relevant product page to download a trial.
Is technical support available during the trial period?
Yes. We provide complimentary support during the evaluation period to help you assess whether the product meets your needs. Contact us at support@mapsoft.com with any questions.
How do I purchase a licence?
Licences can be purchased through our online store. We accept major credit cards and offer volume pricing for multi-seat purchases. For enterprise or volume licensing enquiries, contact us directly.
Do you offer volume or site licences?
Yes. We offer volume discounts for multi-seat purchases and site licences for larger deployments. Contact us with details about the number of seats you need and we will provide a quote.
What is your refund policy?
We offer refunds within a reasonable period after purchase if the software does not meet your requirements. Because free trials are available for all products, we encourage you to evaluate thoroughly before buying. See our refund policy for full details.
Installation
How do I install a Mapsoft plugin?
Download the installer from the relevant product's download page. Close Adobe Acrobat completely, then run the installer. The plugin files will be placed in Acrobat's plug-ins folder automatically. When you next open Acrobat, the plugin's menu items will appear under the Plug-Ins menu or a dedicated product menu.
Do I need administrator rights to install?
Yes. Because the plugin files are placed in Adobe Acrobat's program folder (typically under C:\Program Files\), the installer requires administrator privileges. Right-click the installer and select Run as administrator if you encounter permission errors.
Can I install the plugin silently for enterprise deployment?
Yes. Our installers support silent (unattended) installation for enterprise deployment via command-line switches. Contact us for silent setup documentation and deployment guidance for your environment.
How do I reinstall after a system rebuild or new machine?
Download the latest version from the product's download page and install it. Enter your existing licence key when prompted. If your maintenance is active, you will receive the latest version. If you have lost your licence key, contact support@mapsoft.com to have it resent.
How do I uninstall a plugin?
Use the standard Windows Settings > Apps > Installed apps to uninstall. Alternatively, delete the plugin files manually from Acrobat's plug-ins folder, typically at C:\Program Files\Adobe\Acrobat DC\Acrobat\plug_ins\.
Troubleshooting
I can't find the plugin menu after installing
First, ensure Acrobat was fully closed before installation and has been restarted since. If Acrobat was recently updated by Adobe, the update may have cleared the plug-ins folder — reinstall the plugin. In newer Acrobat versions, also check under All Tools or the Menu icon (three horizontal lines), as Adobe has reorganised the interface in recent releases.
The plugin menu items are greyed out
Menu items are greyed out when no PDF document is open or when Acrobat is running in a restricted mode. Open a PDF document first. If items remain greyed out, check whether Acrobat is in Protected View mode under Edit > Preferences > Security (Enhanced). Setting Protected View to "Off" and restarting Acrobat typically resolves this.
Acrobat becomes unresponsive during plugin operations
Common causes and solutions:
- Protected View/Mode: Disable both Protected View and Protected Mode in Edit > Preferences > Security (Enhanced), then restart Acrobat.
- Large documents: Very large PDFs (thousands of pages, many embedded images) require more processing time. Allow the operation to complete before assuming it has frozen.
- Memory: Close other applications to free system memory when processing large files.
- Antivirus: Some antivirus software can interfere with plugin operations. Try temporarily disabling real-time scanning to test.
I get file permission errors when saving output
This typically occurs when:
- Protected Mode is enabled in Acrobat — disable it in Edit > Preferences > Security (Enhanced).
- The output folder is read-only, on a network drive with restricted permissions, or managed by a cloud sync service (OneDrive, Dropbox). Try saving to a local folder first.
- Another application has the output file locked. Close any other programs that may have the file open.
The plugin stopped working after an Acrobat update
Adobe Acrobat updates occasionally change the plug-ins folder location or internal APIs. First, try reinstalling the plugin. If the issue persists, check whether a newer version of the plugin is available on the download page. If your maintenance is active, download the latest version. If expired, contact us about a maintenance renewal.
I see an error message during installation
Common installation issues:
- "Access denied" or permission errors: Right-click the installer and select Run as administrator.
- "Acrobat not found": Ensure Adobe Acrobat (not Reader) is installed. The installer looks for Acrobat's installation path in the registry.
- Installation completes but plugin doesn't appear: Check that you installed the correct version (32-bit or 64-bit) for your Acrobat installation. Recent Acrobat DC installations are typically 64-bit.
Licensing & Upgrades
What type of licence do you offer?
Mapsoft licences are perpetual — you pay once and can use that version indefinitely. Each licence includes a maintenance period that covers free updates, new versions, and compatibility patches. See our licensing page for full details on licence types and terms.
Can I move my licence to a new computer?
Yes. Uninstall the plugin from your old machine, then install and activate it on the new one using your existing licence key. If you encounter any difficulty, contact our support team and we will help you transfer the licence.
I've lost my licence key
Contact us at support@mapsoft.com with the email address or order reference used at the time of purchase and we will resend your licence details.
How do upgrades and maintenance work?
During your active maintenance period, all updates and new versions are free to download. After the maintenance period expires, your licence continues to work — you can use your current version forever. To access newer versions (including compatibility updates for new Acrobat releases), purchase a maintenance renewal at a discounted rate. See our upgrades page for details.
Do I need to upgrade when Adobe releases a new version of Acrobat?
Not necessarily. If your current plugin version works with the new Acrobat release, no action is needed. However, major Acrobat updates sometimes require a plugin update for compatibility. If your maintenance is active, these updates are free. If expired, you may need to renew maintenance to get the compatible version.
Can I use one licence on multiple computers?
Each licence is for a single installation. If you need to use the software on multiple machines, you will need additional licences or a volume licence agreement. Contact us for multi-seat pricing.
Still Have Questions?
Our support team is happy to help with any product questions not covered here.