Re: Acrobat has been crashing recently when I open...

gauravs43202023 · ‎May 19, 2025

Sorry for contacting after weeks. To deep dive into the cause, can you please mention the step-by-step workflow you perform on Aspera ?? It will be helpful if you can share screenshots/video of your workflow on this software.

gauravs43202023 · ‎Apr 20, 2025

@Swinster Can you please uninstall / disable Aspera Connect software on your machine and check if it resolves the issue ??

gauravs43202023 · ‎Apr 15, 2025

We have already forwarded the issue to engineering team and they are investigating the cause. Will keep you updated.

gauravs43202023 · ‎Apr 09, 2025

The link shared by you has expired. Can you please put your dump/zip here https://drive.google.com/drive/folders/1zOW9MPs5_ib6a-v61Fp_nmMDIhC3bQ_h?usp=drive_link ??

gauravs43202023 · ‎Apr 09, 2025

Hello Swinster, Thanks for reporting the issue. Can you please share the crash logs with us ?? Pls follow the steps mentioned in https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html Go to section Collecting logs when Acrobat/Reader crashes -> On Windows -> Using Windows error reporting to collect Acrobat/Reader crash dumps

gauravs43202023 · ‎Mar 04, 2025

If possible, can you please try to crash Acrobat again(if crash is consistent) and share the screenshot of your Console app ?

gauravs43202023 · ‎Mar 04, 2025

This is related to different process. Can you please check again if any crash log file is created with Acrobat process(or name) ??

gauravs43202023 · ‎Mar 03, 2025

Hello laura_0835, Is your issue resolved or are you still facing the issue ??

gauravs43202023 · ‎Mar 03, 2025

Hello daryn_1360, Thanks for reporting the issue. Can you please share the crash logs with us ?? Pls follow the steps mentioned in https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html - On Win :- Follow section Collecting logs when Acrobat/Reader crashes -> On Windows -> Using Windows error reporting to collect Acrobat/Reader crash dumps - On Mac :- Follow section Collecting logs when Acrobat/Reader crashes -> On MacOs -> Using the Console Application Crash dumps are not enabled by default on Window

gauravs43202023 · ‎Mar 03, 2025

Hello Trevor22519877r356 Thanks for reporting the issue. Can you please share the crash logs with us ?? Pls follow the steps mentioned in https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html (Under section Collecting logs when Acrobat/Reader crashes -> On MacOs -> Using the Console Application)

gauravs43202023 · ‎Nov 22, 2023

Hello John33710950cjom Hope you are doing well and thanks for reaching out. Please collect the Crash/freeze logs https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html and share them via any cloud storage. Just upload the log file to the cloud and generate the link and share that link with us for further investigation. Thanks, Gaurav Sharma

gauravs43202023 · ‎Jul 19, 2023

Ok thanks for sharing OS details. We have tried at our end but issue is not reproducible. If possible, please share video of your workflow. That will be helpful to us in further debugging.

gauravs43202023 · ‎Jul 19, 2023

Hello Kevin, Can you please share the OS version ?? Thanks, Gaurav Sharma

gauravs43202023 · ‎Sep 11, 2022

Hi All This issue is fixed with the new release 22.2.20212, now available. Please update the application from the help menu > check for updates and reboot the computer once. For more information about the new release please go through the help page https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/index.html Thanks, Gaurav Sharma

gauravs43202023 · ‎Sep 11, 2022

Hi All This issue is fixed with the new release 22.2.20212, now available. Please update the application from the help menu > check for updates and reboot the computer once. For more information about the new release please go through the help page https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/index.html Thanks, Gaurav Sharma

gauravs43202023 · ‎Sep 11, 2022

Hi All This issue is fixed with the new release 22.2.20212, now available. Please update the application from the help menu > check for updates and reboot the computer once. For more information about the new release please go through the help page https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/index.html Thanks, Gaurav Sharma

gauravs43202023 · ‎Jan 18, 2022

Hello, Thanks for sharing the video representing the worklow and also the other details. As you mentioned that issue is reproducible with all files, if possible please share any sample file with us. -Gaurav

gauravs43202023 · ‎Jan 17, 2022

Hello, Thanks for contacting us. Can you please share more details to investigate further ? - Current Acrobat version - OS version - Video showing your issue. - Is issue reproducible only with this particular PDF ? Waiting for your inputs. Thanks, Gaurav

gauravs43202023 · ‎Jan 17, 2022

Hello, Thanks for reporting the issue. We have forwarded to engineering team to investigate it further. Will update you whenever the patch with fix is available. Sorry for the incovenience caused. Thanks, Gaurav

gauravs43202023 · ‎Jan 17, 2022

Hello, Thanks for reporting the issue. We have forwarded to engineering team to investigate it further. Will update you whenever the patch with fix is available. Sorry for the incovenience caused. Thanks, Gaurav

gauravs43202023 · ‎Jan 15, 2022

Hello, Thanks for reporting the issue. We have forwarded to engineering team to investigate it further. Will update you whenever the patch with fix is available. Sorry for the incovenience caused. Thanks, Gaurav

gauravs43202023 · ‎Jan 15, 2022

Hello, Thanks for reporting the issue. We have forwarded to engineering team to investigate it further. Will update you whenever the patch with fix is available. Sorry for the incovenience caused. Thanks, Gaurav

gauravs43202023 · ‎Jan 13, 2022

Hello, Thanks for contacting us and sharing the issue video. Unfortunately, we are unable to reproduce this issue at our end. Can you please share few details to investigate this issue further ?? - OS detail - Acrobat version - Is issue reproducible with particular or for all images ? Thanks, Gaurav

gauravs43202023 · ‎Jan 13, 2022

Hello Karen, Thanks for contacting us. In order to investigate further, Please share below details :- - Are you on latest Acrobat version(21.11.20039 ) ? - Whether you are facing this issue recently from 11th Jan (with the new Acrobat update) ? - OS details ? Thanks, Gaurav

gauravs43202023 · ‎Sep 29, 2021

Hello, Thanks for your time and patience. The fix is available with the latest update of Acrobat & Reader DC Continuous track: Adobe Acrobat and Reader - 21.007.2009x Optional update. Please install the latest patch, and let us know if you experience any issues. See this article for detailed information about this release, bug fixes and how to update the app: https://community.adobe.com/t5/acrobat-discussions/adobe-acrobat-and-reader-21-007-2009x-optional-up... Regards, Gaurav Sharma

gauravs43202023 · ‎Sep 29, 2021

Hello, Thanks for your time and patience. The fix is available with the latest update of Acrobat & Reader DC Continuous track: Adobe Acrobat and Reader - 21.007.2009x Optional update. Please install the latest patch, and let us know if you experience any issues. See this article for detailed information about this release, bug fixes and how to update the app: https://community.adobe.com/t5/acrobat-discussions/adobe-acrobat-and-reader-21-007-2009x-optional-up... Regards, Gaurav Sharma

gauravs43202023 · ‎Sep 29, 2021

Hello, Thanks for your time and patience. The fix is available with the latest update of Acrobat & Reader DC Continuous track: Adobe Acrobat and Reader - 21.007.2009x Optional update. Please install the latest patch, and let us know if you experience any issues. See this article for detailed information about this release, bug fixes and how to update the app: https://community.adobe.com/t5/acrobat-discussions/adobe-acrobat-and-reader-21-007-2009x-optional-up... Regards, Gaurav Sharma

gauravs43202023 · ‎Sep 29, 2021

Hello, Thanks for your time and patience. The fix is available with the latest update of Acrobat & Reader DC Continuous track: Adobe Acrobat and Reader - 21.007.2009x Optional update. Please install the latest patch, and let us know if you experience any issues. See this article for detailed information about this release, bug fixes and how to update the app: https://community.adobe.com/t5/acrobat-discussions/adobe-acrobat-and-reader-21-007-2009x-optional-up... Regards, Gaurav Sharma

gauravs43202023 · ‎Sep 21, 2021

Hello, We are able to reproduce the issue on Windows platform. Issue has been forwarded to the engineering team for fixing in upcoming releases. Sorry for the incovenience caused. Workaround:- - Select single BBox/image by clicking on BBox boundaries or clicking on image. - Select multiple BBox by clicking on BBox boundaries using Ctrl key. Thanks, Gaurav Sharma

gauravs43202023 · ‎Sep 21, 2021

Hello, We are able to reproduce the issue on Windows platform. Issue has been forwarded to the engineering team for fixing in upcoming releases. Sorry for the incovenience caused. Workaround:- - Select single BBox/image by clicking on BBox boundaries or clicking on image. - Select multiple BBox by clicking on BBox boundaries using Ctrl key. Thanks, Gaurav Sharma

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