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Arsebarser
Participant
December 17, 2018
Question

Reader DC Constant Crash

  • December 17, 2018
  • 3 replies
  • 1127 views

I'm experiencing a crash after 15 seconds whenever Reader DC (version 2019.010.20064) is opened - whether it's by opening a PDF file, or opening reader from the start menu or desktop shortcut. No error message is given - it just closes. I can scroll through an open document, but after exactly 15 seconds the program crashes.

Attempted updates - it's updated and same problem.

Attempted reinstall - successfully removed, restarted and reinstalled. Same problem.

Attempted registry fixes as suggested by others - didn't work.

Attempted compatibility fixes - none fixed problem.

Attempted deleting temporary files as suggested by others - didn't work.

Windows 10 and MS Office 365 are present - all updated.

This happened back in October and I was able to fix it based on solution from a google search - but I didn't save it and can't find the solution. I know, I should have seen this coming.

I know there's a conflict happening somewhere - i just don't know where or how to identify/fix it. Any help would be greatly appreciated.

Thanks

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    3 replies

    AnandSri
    AnandSri
    Legend
    December 17, 2018

    Hello Arsebarser,

    We're sorry for the trouble you had with Adobe Reader, please reboot the machine once and navigate to Adobe Reader's preferences from Edit>Preferences>Security(Enhanced)>and try disabling 'Enable Protected Mode at startup'>Click OK and restart the application and check.

    Note: disabling the Protected Mode is only for testing purpose, please enable it back.

    If a security software is installed, for testing purpose, please disable it, reboot the machine and check.

    If you have any third party plug-ins for Adobe Reader installed, please disable it, reboot the machine and check.

    Also, collect the log files of the machine on which Adobe Reader is crashing and share it with us on private/direct message. I have shared the steps to collect the log files by direct message, please check your email inbox.

    Create a test user profile with full admin rights, install Adobe Reader from Adobe - Adobe Acrobat Reader DC Distribution and check the functionality.

    Let us know how it goes and share your observation.

    Thanks,

    Anand Sri.

    dshand70
    Participant
    September 12, 2019

    I am having the exact same issue. Following your troubleshooting steps I have found that when I disable "Enable Protected Mode as startup" Adobe Reader works perfectly. If I re-enable Protected Mode, Reader crashes again. Since disabling Portected Mode is only for testing and I can't leave it that way forever, how do I fix the issue?

     

    Thanks,

    Dave

    Meenakshi_Negi
    Meenakshi_Negi
    Legend
    September 12, 2019

    Hi Dave,

     

    As you are experiencing the constant crash issue, please try the troubleshooting steps provided in the following help document.

    For Windows - https://helpx.adobe.com/in/acrobat/kb/acrobat-dc-crashes-on-windows-os.html

    For Mac - https://helpx.adobe.com/in/x-productkb/global/troubleshoot-system-errors-freezes-mac.html

     

    Also, try to reset the application preferences with the help of the steps provided here https://community.adobe.com/t5/Acrobat/How-to-reset-Acrobat-Preference-settings-to-default/td-p/4792082

     

    If the issue still persists, please confirm the application and OS version you are currently working on. To check the application version, take help of the steps proivded here https://helpx.adobe.com/acrobat/kb/identify-product-version.html

    Also, let us know if you have made any recent changes after which you have started experiencing the issue.

     

    Let us know how it goes.

     

     

    Regards,

    Meenakshi

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