A

Anonymous

Question

Adobe Reader DC 2019.008.20071 Crashing on multiple PC's after update

Forum|Forum|7 years ago
October 2, 2018
5 replies
8563 views

Adobe Reader DC automatically updated on systems overnight to version 2019.008.20071. Reader is constantly freezing up when view and scrolling in PDF's. PDF Forms are also crashing. Reader DC also freezes when opening application without PDF loaded (at recent files list). I uninstalled Reader and reinstalled with latest installer provided by Adobe website and rebooted the PC. We are still having significant issues. No users are able to work with any PDF Document.

We have a Mix of Windows 7 32 & 64-bit, and Windows 10 64-bit. Issue happening on all PC's with latest Adobe Reader DC Update 2019.008.20071.

This topic has been closed for replies.

M

markd9939

Participant

I think we've identified our freezing issue. When opening and saving files Adobe Acrobat Reader 20074 tries to contact files.acrobat.com which is blocked by our firewall under the file sharing category. Even though we don't store any files with Adobe it still seems to contact that site. We have contacted our network team to whitelist files.acrobat.com and I will report back once that's completed.

M

markd9939

Participant

We followed the instructions in this post How do I stop "files.acrobat.com" and it worked for us.

H

heathf95796440

Participating Frequently

this did not work for me

V

vdobhal

Adobe Employee

Can you share the pdfs as links instead of the attachments? It has got blocked.

Thanks,

Vinod

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michaels36203033

Participant

Can you please make an earlier version of the adobe reader available until all the glitches are removed from this 2019.008.20071 which is obviously not functioning properly for many people? It is constantly crashing nearly as soon as the documents are read. That's without even mentioning the printer issues which, if we were able to keep the document up long enough...might also be a problem. Hard to believe they made this release without even testing it. We should be able to roll back to a previous version until it is fixed.

V

Vishal@PDF

Adobe Employee

Hi michaels36203033, markd22651134, jtginnh

Adobe Acrobat and Reader official update (19.008.20074) containing the fix for this issue and other fixes is now available. This update will be automatically pushed to all existing installations of Acrobat and Reader. If you want, you may also manually trigger the update early by opening the application and going to Help > Check for Updates.

More information about this release is here: 19.008.20074 Optional update, October 08, 2018 — Release Notes for Acrobat DC Products

Please try it out and let us know your feedback.

Thanks for your patience and support!

-Vishal

A

Anonymous

Thank you very much for looking into this issue. To answer your question, I was able to create a registry key that blocked Adobe Readers ability to connect to "Cloud" content when opening a PDF file to Sync Settings. The below registry key fully resolved the issue by enabling "Feature Lock Down". More information about feature lock downs can be found in this link: Lockable Settings

Registry Key:

Windows Registry Editor Version 5.00

[HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Adobe\Acrobat Reader\DC\FeatureLockDown\cServices]

"bToggleAdobeDocumentServices"=dword:00000001

"bToggleAdobeSign"=dword:00000001

"bTogglePrefSync"=dword:00000001

"bUpdater"=dword:00000000

I was able to import this key on the PC's experiencing the issue to correct the problem.

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vdobhal

Adobe Employee

Hi markd22651134 ,

Could you pls. send us the crash/hang logs in order to investigate the issue? Also, do you see the issue with Doc cloud or with local files as well? It would be great if you can share the crash logs with only Reader and no files open.

Thanks,

Vinod

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vdobhal

Adobe Employee

Hi Mark,

Has the issue been fixed for you? If not then pls. send us the crash dumps so that we can investigate this at the earliest.

For Getting the Crash Logs:

a. When Acrobat Reader Crashes , Open Windows Task Manager

b. -> Got To Processes, There you can see a process "Adobe Acrobat Reader DC" / AcroRd32.exe

c. Right Click on this process and click "Create Dump File"

d. Dump file will be created in the Temp folder of user (as specified on the dialog you get after creating dump files).

e. Save this DMP file on any Cloud Storage and Share the link.

Thanks,

Vinod

jtginnh

Participant

I have a similar problem WITH Reader DC 19.008.20071. Reader DC closes spontaneously after 15 seconds. There is no error message. The process in task manager disappears so there is no way to send a dump. Also, I checked and protected mode is OFF and I have executed EULA.EXE and accepted the agreement without changing the problem behavior. I uninstalled and reinstalled Reader DC - same problem. There is no previous version available for Windows 7, 8, and 10.

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Atul_Puri

Adobe Employee

Hi Mark,

We're sorry for the trouble you're having with Adobe Acrobat Reader. We will reach out off-line to get this issue resolved as soon as possible.

thanks

-atul

A

Anonymous

Atul,
What do you mean, off-line? Has this been identified as a larger issue?

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