Participant

Question

Acrobat Reader DC Crashes During Save As on Windows 10

Forum|Forum|3 years ago
March 9, 2022
3 replies
2666 views

I have a persistent and repeatable problem. I am no longer able to save a PDF document -- any PDF document.

When I attempt a Save As operation, click of a recent folder or select browse, and the Windows Save As dialog appears, Acrobat Reader will crash within about 1 or 2 seconds. No other actions are necessary. If the Windows Save As dialog appears, Reader will crash within a second or two. Every time.

I have uninstalled and reinstalled Reader using the latest download available today. I have checked and installed updates. I have repaired the installation. I have verified that Protected View is Off. I have verified that the same problem exists in more than one account on the computer. And I have rebooted multiple times in this process. Windows is Windows 10 Home, Version 20H2, OS Build 19042.1586.

Any ideas?

Crash or freeze

This topic has been closed for replies.

Barwick Green

Participant

This has been happening to me and many other users for months, despite numerous updates to the app. No, I am not going to edit my registrey to send Adobe crash reports, it is such a common problem Adobe must be able to reproduce it. Makes pdf forms completely unusable.

AnandSri

Community Manager

Hello,

I hope you're doing well. We apologize for the delayed response and trouble.

Please ensure that you have the latest version of Acrobat installed on your machine: 24.005.20320 Planned Update, Dec 10, 2024. To check for updates, go to Menu > Help > Check for Updates, install any pending updates, restart the app and your machine, and then test again. For more information, refer to the Acrobat Release Notes.

If the issue persists, consider performing a clean installation. Use the Cleaner Tool to remove the currently installed version of Acrobat Reader. Afterward, restart your machine and reinstall Acrobat Reader using this guide: Get Started with Acrobat Reader.

Let us know how it goes.

Thanks,
Anand Sri.

A

Amboo Srivastava

Adobe Employee

Hi,

Is this still happening or resolved for you? If still happening, could you please share procmon logs (upload to an online storage like onedrive/googledrive) and send its link to us?

thanks,

-amboo

Amal.

Community Manager

Hi Blaine

Hope you are doing well and sorry to hear that.

Would you mind sharing the version of the Adobe Acrobat DC you are using? To check the version go to Help > About Acrobat and make sure you have the recent version 22.1.20085 installed. Go to Help > Check for updates and reboot the computer once.

Also try to repair the installation from the help menu (Win Only)

You may also try to reset the Acrobat preferences as described here https://community.adobe.com/t5/acrobat-discussions/how-to-reset-acrobat-preference-settings-to-default/td-p/4792082

Also try to create a new test user profile with full admin rights in Win and try using the application there and check.

Also please go through the help page https://helpx.adobe.com/acrobat/kb/acrobat-dc-crashes-on-windows-os.html

Regards

Amal

B

Blaine23499745g7mpAuthor

Participant

Amal,

Thank you for the response.

Acrobat Reader Version:

Check for updates:

Repairing the installation does not resolve the issue. I have done that multiple times, including once again in response to your message.

Resetting the Acrobat preferences as described in the link you provided did not resolve the issue.

All items listed in https://helpx.adobe.com/acrobat/kb/acrobat-dc-crashes-on-windows-os.html were previously tried except Acrodist. I am using Acrobat Reader, not Acrobat. Acrodist is not installed on my computer.

I have run Acrobat Reader from more than one account already, in accounts both with and without admin privileges and, in an account without admin privileges, both as administrator and not as administrator.

The results is consistently the same. Within 1-2 seconds of a Windows Save As dialog box appearing, Acrobat Reader DC will crash. Every time. I am not prompted to send a crash report, but I also have not hacked the registry as described here: https://helpx.adobe.com/acrobat/kb/acrobat-dc-crashes-on-windows-os.html .

Amal.

Community Manager

Hi Blaine,

We are sorry to hear that. Have you started observing this issue with the recent release of version 22.1.20085 for Acrobat/Reader DC application or was this issue present earlier as well?

Also please collect the crash logs as described here https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html and the procmon logs as described here https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html and share them via Document Cloud link as described here https://helpx.adobe.com/document-cloud/help/sharing-pdfs.html so that we can isolate the issue for further investigation.

Regards

Amal

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