appcrash when opening file from documentcloud in desktop version

Question

Hello,

we are storing some files in a sharepoint online library and have a specific workflow established:

1. Opening the file with documentcloud (this one works).

2. Then opening the file in adobe reader via the "Desktop" button.

This worked really well and could initiate the sharepoint check out process.

However, I have some users reporting errors since friday, saying they can't open the files.

What can I do to resolve this problem?

Thanks for your help!

Souvik Sadhu · Accepted Answer

Thanks, Daniela @daniela_viktoria_8142, for the response.

We are live with the new update (25.1.20643), which addresses the issue.

Could you please check for updates by going to Menu > Help > Check for Updates?

If not available, you can manually do so from here: https://adobe.ly/3VbvoxL

Let us know how it goes.

Regards,
Souvik.

Souvik Sadhu · Answer

Hi @daniela_viktoria_8142,

Hope you are doing well. Sorry for the trouble with opening PDF files on Acrobat.

Going by the screen recording, this issue occurs only when trying to open the files from SharePoint?

To test, have you tried adding the SharePoint account directly to Acrobat and checking?

If that isn't a possibility, please help us gather logs from your machine: https://adobe.ly/4l1gBRA. Please make sure Procmon is selected. You can upload logs using this tool and share your Unique log ID with us.

Also, ensure that you are on the latest version of Acrobat (25.1.20630) for the best experience.

Regards,
Souvik.

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