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Frezerino
Participating Frequently
August 20, 2024
Question

Adobe Reader crashes or is not responding

  • August 20, 2024
  • 7 replies
  • 8170 views

Hi,
we have currently a big Problem with using the Adobe Reader Version 24.2.20991 (Update to current Version 24.2.21005 shows the same Issue).
If you try to use the AdobeReader, the performance and loading time, (only to view the document) is exordanary bad.
If the Users try to edit an document, the Reader shows no response and crashes or remain in this status.
We found a workaround to "solve" this issue.
-> deactivate the Protected Mode At Startup
Since this is manual fix, we get a lot of Tickets about this Issue.
Is there any Global fix or a fix planned for an upcoming version?
Thanks in advance.

    This topic has been closed for replies.

    7 replies

    JR Boulay
    Community Expert
    JR BoulayCommunity Expert
    Community Expert
    October 14, 2024

    [MOVED TO THE ACROBAT READER DISCUSSIONS]

    Acrobate du PDF, InDesigner et Photoshopographe
    M
    MrRosso123
    Participant
    October 4, 2024

    Crashes are also happening while using "Digitally sign" option in 64-bit 2024.003.20112 version, when you highlight where the sign should be located reader just closes. Also there is an issue with printing, after hitting print, the printer is displaying an error like as if something is wrong with the document, on another workstation the preview doesn't work, the preview is just blank and the printer is putting out a blank piece of paper as well.

    S_S
    Community Manager
    S_SCommunity Manager
    Community Manager
    October 4, 2024

    @MrRosso123 Sorry to hear about it.

     

    Would you mind sharing a few details for further investigation:

    1. The app version of Acrobat you are using (go to Menu-> Help-> About Acrobat Pro DC);

    2. The Windows version of your system;

    3. A screen recording of the issue you experience;

    4. Would you mind sharing the log files with me so I can share them with the team to investigate further?

    Please use this link: https://adobe.ly/46V1xyv to collect crash logs and share the unique ID of the log.

     

    -Souvik

    D
    default5wgg43h8qwsi
    Participant
    September 11, 2024

    Had same issue, resolved it by changing the number of documents in recently used list. Preferences > Documents > Documents in recently used list. The default is 100, changed to 10 and its now ok.
    Adobe why on earth would any user need to see the last 100 documents in a recent file list? The program has to generate thumbnails for these every time too. 

    T
    Community Manager
    Tariq AhmadCommunity Manager
    Community Manager
    September 11, 2024

    Hi all, 

     

    We have released an update for the app. Please update your app to the latest version. 
    Let us know how it works on your end. 


    To update, launch the app, and help> check for updates. 


    ~Tariq

     

    Jakob Berget
    Jakob Berget
    Participating Frequently
    September 12, 2024

    Hi Tariq,

    I have updated to 2024.003.20112 and the issue is still there. We can open one or two documents okay, and then suddenly ww get " Not responding".

    Kr 

    Jakob

    F
    FrezerinoAuthor
    Participating Frequently
    September 12, 2024

    Hi @Tariq Ahmad ,

    same here...

    Jakob Berget
    Jakob Berget
    Participating Frequently
    August 23, 2024

    Hi all,

    We are experiencing exactly the same with all users (18) - started like 5 or 6 days ago.

    Is there any update on the way?

    KR

    Jakob

    S
    scott_6059
    Participant
    August 22, 2024

    Any updates on this as I have an entire network of users in the same situation. Intermittent freezing all of a sudden and we have done everything from running repairs to complete new installs. Obviously, any form of a manual process to fix this on over 100 machines is a non starter for me. Hoping Adobe has a hotfix for this as it is happening to all of our adobe products. End users are about to revolt and force me to move to another more stable pdf product.

    S_S
    Community Manager
    S_SCommunity Manager
    Community Manager
    August 22, 2024

    @scott_6059 

    Would you mind getting on a call with the dev team and me? 

     

    We cannot reproduce this error in-house, and seeing it in real time would give us a good idea of the root cause and help expedite the fix.

     

    If yes, please let me know if the email address registered in the community is your preferred mode of communication. I will share a link with you over email so you can schedule the call according to your preference.

     

    -Souvik

    S_S
    Community Manager
    S_SCommunity Manager
    Community Manager
    August 20, 2024

    Hi @Frezerino,

     

    Hope you are doing well. Sorry for your experience with Acrobat!

     

    We are aware of the issue and are working on a fix. Would you mind sharing the log files with me so I can share them with the team to investigate further?

    Please use this link: https://adobe.ly/46V1xyv to collect crash logs and share the unique ID of the log.


    -Souvik

    M
    Maribel35577192gn3f
    Participant
    August 21, 2024

    Hi @S. S ,

     

    Is this also affecting Adobe Acrobat? We are seeing crashes as well even after deactivating the Protected Mode At Startup

    S_S
    Community Manager
    S_SCommunity Manager
    Community Manager
    August 21, 2024

    @Maribel35577192gn3f Yes. This was first observed with Acrobat, later cascaded to Reader.

     

    We are working to get this fixed with the next update. 

    Meanwhile, if you could share the crash logs with me, it would be of great help.

     

    Thanks,

    Souvik

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