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A
Anonymous
April 26, 2015
Answered

adobe reader has stopped working

  • April 26, 2015
  • 24 replies
  • 300363 views

Everytime I try to open a pdf file or reader on its own I keep getting the following message.

Adobe Acrobat Reader DC has stopped working. Windows is checking for a solution to the problem and then it says A problem caused the program to stop working correctly. Windows will close the program and notify you if a solution is available.

The program was working fine last week so its only been happened recently.

I on windows 7 home premium 64 bit.

I have tried uninstalling & reinstalling but still get same message,

This happened last year aswell but cant remember how I fixed it.

Can someone help please.

    This topic has been closed for replies.
    Correct answer ashutoshmehra

    Sorry to repeat an earlier post, but I'm not sure if you tried it and if it didn't work.

    1. Do you have the Preview Pane enabled in File Explorer? If so, can you disable it temporarily to see if the problem goes away? On Windows 8, in Explorer go to the View tab, and if the "Preview Pane" button is pressed, un-press it. On Windows 7, towards the top-right (towards the left of the help icon) there's a "Show the preview pane" button; un-press it.

    2. Make sure the following directories exist on your machine. If not, please create them:

    C:\Users\USERNAME\AppData\Local\Adobe\Acrobat\DC\ToolsSearchCacheAcro

    C:\Users\USERNAME\AppData\Local\Adobe\Acrobat\DC\ToolsSearchCacheRdr

    replace USERNAME with your user name.

    Does doing 1 and/or 2 resolve this issue?

    24 replies

    Show previous replies
    A
    ardig
    Participant
    January 5, 2016

    I can't believe the company's lack of ownership and responsibility to its users to expect them investigate and fix problems

    S
    sdcinvan
    Participant
    November 3, 2015

    UPDATE:

    For some weeks now, I have not experienced any further issues with the Adobe Reader or Acrobat Pro. Since my post, about 2 months ago, Adobe has updated both applications several time. I believe one of those updates corrected the problem.

    My job involves daily use of many of the Adobe products (including Adobe Acrobat) so I can assure you that the crashing is definitely gone.

    BTW, Acrobat Pro version is: 2015.009.20077 and Reader XI is: 11.0.13.17

    DavidCiao
    DavidCiao
    Participant
    October 26, 2015

    Hi,

    I did step 1 and step 2, the problem still exist. Please advise anything else I can do to fix it. Otherwise, the only way I can do is go back to previous version.

    Thanks.

      H
      hbcfl
      Participant
      December 27, 2015

      I have the same problem.

      sweibley
      sweibley
      Participant
      December 31, 2015

      Adobe Acrobat Pro X, Windows 10.  When try to "Change", it says that the Word Creative Pack (Word for Windows, etc. online) is the problem somehow.

      lynns27581442
      lynns27581442
      Participant
      October 8, 2015

      How do you create the directories?

      C
      Adobe Employee
      Charlene_L_
      Adobe Employee
      September 16, 2015

      This issue is resolved in the public hot fix posted here:

      Acrobat Help | Release notes | Acrobat DC, Acrobat Reader DC | Update

      Please update your Reader install with the above patch to remedy the issue.

      Regards,

      Charlene

      J
      jody-searing
      Participating Frequently
      October 2, 2015

      Charlene,

      I just installed the first of the 5 patches you provided in the link above. The other 4 patches would not install. I have tried all other suggestions in this forum, and nothing has worked. I am hoping this works. I will report back as soon as I know.

      Thank you,

      Jody

      B
      barbtavares
      Participating Frequently
      July 29, 2015

      Count me in as having the same error warnings but I haven't tried any of the "fixes" mentioned here because I see responses that nothing has satisfactorily worked.  I would rather click one button that would fix the problem then go through a series of steps that takes me into areas of my computer that I am not familiar with or comfortable tinkering with.

      Can't Adobe CC just come up with an upgrade that fixes all of this for us?

      Radiant_intelligence98A2
      Radiant_intelligence98A2
      Participating Frequently
      July 30, 2015

      barbtavares‌, in a perfect world yes.  It is also possible that adobe will release a fix in the near or far off future but there is no way of telling when that will be.  The fix mentioned above to create 2 folders is actually a fairly simple fix.  I have faith that if you are able to find this website, sign up, and post a comment, then you will be able to add the 2 folders.  Just really read the directions and take it one step at a time.  You will not risk compromising your computer or OS by adding these folders.  If anything, the most that will happen is, nothing.

      That being said, if you know someone who is comfortable with navigating windows, you could ask them to follow the steps to add the folders.

      Other than that, we are stuck waiting for an update.

        T
        tiffanytodd
        Participant
        July 30, 2015

        barbtavares‌ I agree with JWaguespack‌, Adobe should fix this for us, but adding the 2 folders DID work and I was hesitant to do it, too, as it seemed like I should just be able to update the program or get a patch from Adobe.

          D
          donnac29356033
          Participant
          July 27, 2015

          I am experiencing the same error message although I am perplexed as to why as I have Adobe Acrobat DC Pro (not Adobe reader).  At times the error message seems to pop up out of nowhere and no matter what I do it keeps coming back -- very frustrating & distracting!!!!

          K
          katym37303127
          Participant
          July 28, 2015

          I am having the same issue with the DC Pro as well. I am getting both of these error messages even when I do not have the program open. I have noticed it is popping up when I am viewing the pdf in Explorer.

          Now my InDesign CC 2015 keeps crashing. Not sure they have anything to do with each other or not. I am using Photoshop, InDesign and the Adobe DC Pro continually through the day with graphic intense projects. We are using Windows 7 Enterprise OS.

            ashutoshmehra
            Adobe Employee
            ashutoshmehraCorrect answer
            Adobe Employee
            July 28, 2015

            Sorry to repeat an earlier post, but I'm not sure if you tried it and if it didn't work.

            1. Do you have the Preview Pane enabled in File Explorer? If so, can you disable it temporarily to see if the problem goes away? On Windows 8, in Explorer go to the View tab, and if the "Preview Pane" button is pressed, un-press it. On Windows 7, towards the top-right (towards the left of the help icon) there's a "Show the preview pane" button; un-press it.

            2. Make sure the following directories exist on your machine. If not, please create them:

            C:\Users\USERNAME\AppData\Local\Adobe\Acrobat\DC\ToolsSearchCacheAcro

            C:\Users\USERNAME\AppData\Local\Adobe\Acrobat\DC\ToolsSearchCacheRdr

            replace USERNAME with your user name.

            Does doing 1 and/or 2 resolve this issue?

              ashutoshmehra
              Adobe Employee
              ashutoshmehra
              Adobe Employee
              July 21, 2015

              Questions to the users facing this issue:

              1. Do you have the Preview Pane enabled in File Explorer? If so, can you disable it temporarily to see if the problem goes away? On Windows 8, in Explorer go to the View tab, and if the "Preview Pane" button is pressed, un-press it. On Windows 7, towards the top-right (towards the left of the help icon) there's a "Show the preview pane" button; un-press it.

              2. Make sure the following directories exist on your machine. If not, please create them:

              C:\Users\USERNAME\AppData\Local\Adobe\Acrobat\DC\ToolsSearchCacheAcro

              C:\Users\USERNAME\AppData\Local\Adobe\Acrobat\DC\ToolsSearchCacheRdr

              replace USERNAME with your user name.

              Does doing 1 and/or 2 resolve this issue?

                skincareBMD
                skincareBMD
                Known Participant
                July 22, 2015

                I created the folder:

                C:\Users\USERNAME\AppData\Local\Adobe\Acrobat\DC\ToolsSearchCacheRdr


                Today I still got that pop up a couple of time, but not as much as before.

                skincareBMD
                skincareBMD
                Known Participant
                July 20, 2015

                Starting today I've been getting this message now too... pops up about every 45 minutes.

                I have done NOTHING different on my computer in months... this is just happening out of the blue.

                  Radiant_intelligence98A2
                  Radiant_intelligence98A2
                  Participating Frequently
                  July 20, 2015

                  Noetek‌  ,  That is crazy that you are getting two errors.  I hate to say to do this bc its usually the first thing anybody does.

                  Look in the task bar on the bottom right and click the little arrow to bring up active running background apps.  See if there is one for adobe reader / acrobat saying that it updated or needs to update.  If it needs to update go ahead and update and restart.. If it says it updated, to a restart.  Let us know if it comes back.

                  The update is separate from the Creative Cloud Desktop Manager (in case you have that installed).

                  Restarting solved my issue for local documents.  PDFs that I view on Sharepoint still prompt the error after closing the document.

                  skincareBMD
                  skincareBMD
                  Known Participant
                  July 20, 2015

                  Thx JW,

                  I don't have anything to update currently. I'm pretty on top of my updates usually anyhow.

                  Good looking though!

                  skincareBMD
                  skincareBMD
                  Known Participant
                  July 20, 2015

                  I have to say, this is ridiculous!

                  I get this popup every 2-6 minutes or so. I shouldn't have to go search forms and uninstall my program to fix this.

                  Adobe, we are paying you for a working program. You need to fix this!

                    HWB1912
                    HWB1912
                    Participant
                    July 22, 2015

                    Staff - I am having the same issue.  The only difference is that my Application Error Reads

                    The exception unknown software exception (0x40000015) occurred in the application at location 0x0012c31d 

                    Any help would be appreciated

                    Running:

                    Windows 7 Pro

                    64 bit

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