Participant

Answered

Adobe Reader x64 2023.008.20421 Crashes when entering form data

Forum|Forum|2 years ago
January 5, 2024
9 replies
11796 views

Adobe Reader 2023.008.20421 64-bit on Windows 10 Pro

I have removed and re-installed. Also rebooted.

Multiple users

Multiple workstations

Multiple documents

But not every user or document

Open a form document that we've used for years, click field to enter data and it crashes. Event Viewer details below:

Faulting application name: AcroRd32.exe, version: 23.8.20421.0, time stamp: 0x65738350
Faulting module name: AcroRd32.dll, version: 23.8.20421.0, time stamp: 0x6573834c
Exception code: 0xc0000005
Fault offset: 0x00d28d0c
Faulting process id: 0x44e0
Faulting application start time: 0x01da400e9680e8da
Faulting application path: C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AcroRd32.exe
Faulting module path: C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AcroRd32.dll
Report Id: 93ba94c2-790b-454f-9436-b0613558c3a7
Faulting package full name:
Faulting package-relative application ID:

This topic has been closed for replies.

Correct answer API_Matt

I have the same issue here and can replicate across multiple computers.

The tip about waiting for the "Start your free trial advert", that a few people have posted works.

What I have been telling my users is to open files by performing
Menu > Open...
This provides the application enough time to present us with the opportunity to see the advert and avoid the issue.

I also recommend for them to keep the application open if they want to open files using shortcuts.

J

Jesse351424237xvd

Participant

A good work around for now tell Adobe fixes the issues is to change to the old layout.

Menu > Disable New Acrobat Reader.

It'll restart but now you can open fillable PDF's and DO NONT have to wait for anything.

T

T35923169ui3v

Participant

Same Issue here,

another Workaround is to enter the first formula field with the TAB

A

API_Matt

Participant

I worked with Adobe support earlier today in an effort to put the issue on their radar. The tech I worked with seemed to think that it was related to a similar bug in the 64-Bit Pro version that will crash in other scenarios.

Another workaround that I found while working with that tech was to perform the following:

Menu > Disable New Acrobat

I have tested and was unable to crash adobe before the Free Trial Advert loads.

This still isn't a fix, but another easier to explain workaround for your users.

P

PATRICK369286370n5z

Participant

Hello,

I fixed another problem with the same procedure "Disable New Acrobat". For me, Adobe Acrobat Reader always crashed after opening and closing a file. The support team didn't want to help me and referred me to the forum.

A

API_MattCorrect answer

Participant

I have the same issue here and can replicate across multiple computers.

The tip about waiting for the "Start your free trial advert", that a few people have posted works.

What I have been telling my users is to open files by performing
Menu > Open...
This provides the application enough time to present us with the opportunity to see the advert and avoid the issue.

I also recommend for them to keep the application open if they want to open files using shortcuts.

J

Jamie34669969018e

Participant

This is a work around but how do we get Adobe to acknowledge the problem and plan a fix?

A

API_Matt

Participant

I agree! Their known issues page doesn't seem to reflect this. This is a bug that is easilly replicated for me, so I would assume that others can as well at Adobe.

M

Matthew286538823jwtAuthor

Participant

This continues to be an issue. I really am at a loss. So far nothing resolves the issue. It's extremely frustrating because these forms are a daily requirement.

J

Jamie34669969018e

Participant

I'm hoping the more people that generate noise here the better and maybe someone at Adobe will hear us.

S

Stephane23783402im0m

Participant

We have the same problem within our organisation with the latest update I saw being January 5th on one computer. Has the issue been reported to Adobe Support?

J

Jamie34669969018e

Participant

I tried to upchannel it to support and they want me to send them logs. I was frustrated and told them to let their developers know. Support claimed they tested it and it worked fine on their system but I have doubts.

T

TarpinLumber

Participant

Having the same issue with multiple staff, but not everyone even though everyone was updated/patched. In 1 case, the problem cleared itself for 2 days then returned. Out of 15 staff, only 2 reporting the issue currently.

F

FusionIT32467529zvby

Participant

Running into the same exact issue here with one of our clients - I've been able to narrow it down the file only crashes within the first 5-10 seconds before the "7-day free trial" appears - once that shows up, the file is editable without any issues

Adobe help us out with the fix please and thank you!

J

Jamie34669969018e

Participant

Same Issue. Definately caused by an the update. Found a computer without the update and it worked fine but auto updated a few minutes after and the issue started happening.

JR Boulay

Community Expert

[MOVED TO THE ACROBAT READER DISCUSSIONS]

Acrobate du PDF, InDesigner et Photoshopographe

A

Ashok34633170dj0v

Participant

Exactly the same problem.

Windows 10 Pro, 32GB memory, 1TB SSD

Acrobat Reader 2023.008.20458

Crash happens as soon as I click on a form field to enter data. If I wait for a few seconds after Reader starts (until the 7-day free trial ad for Acrobat pops up at the bottom left) before I click, then it appears there is no issue. All seems to work fine.

Also there is no issue with filling the forms using Firefox or Edge.

A

Ashok34633170dj0v

Participant

A bare bones file demonstrating the issue is attached. Clicking on the editable field right after the page is displayed results in a crash. If you wait a few seconds (use the 7-day trial Acrobat ad at bottom left as a marker), there is no crash and the field is editable.

Document-1.pdf