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Delightful_art298b
Participant
September 9, 2026
質問

Hello, I have been having a problem with the application over the past week. The file opens for a split second and then closes immediately. I cannot attach it to an email, nor can I manage to view it in time. Please help me. Best regards,

  • September 9, 2026
  • 返信数 3.
  • 15 ビュー
Hello, I have been having a problem with the application over the past week. The file opens for a split second and then closes immediately. I cannot attach it to an email, nor can I manage to view it in time. Please help me.Best regards,

    返信数 3

    Delightful_art298b作成者
    Participant
    September 10, 2026

    Thank you for your prompt reply. The phone runs on Android, and this happens with all the files I try to open, regardless of where they are stored (e.g., Google Drive). The file simply disappears without any error message.Version 25.12.0.42491.

    Thank you in advance.

    Amal Jaiswal
    Community Manager
    Amal JaiswalCommunity Manager
    Community Manager
    September 10, 2026

    ​Hi @Delightful_art298b ,

    Thanks for confirming those details, that's genuinely useful. Since this happens with every file regardless of where it's stored, including Google Drive, this points to something in the app build itself (version 25.12.0.42491) rather than a specific file or storage location, which matches a pattern that's happened before with certain Android releases, where a crash-on-open issue affecting all files was later resolved by a follow-up app update.

    A few things worth doing:

    1. Check the Play Store for a pending update beyond 25.12.0.42491, since a hotfix build may already be available even if it hasn't auto-installed yet

    2. If no update is available yet, try clearing the app's cache: Settings > Apps > Acrobat > Storage > Clear Cache (not Clear Data, which would remove your sign-in)

    Given the file disappears instantly with no error message at all, if none of the above resolves it, please share a small video recording of the steps you are taking and the issue as it occurs for further investigation. 

     

    ~Amal

    Amal Jaiswal
    Community Manager
    Amal JaiswalCommunity Manager
    Community Manager
    September 10, 2026

    ​Hi @Delightful_art298b ,

    Hope you are doing well and thanks for reaching out, and sorry for the trouble, that sounds genuinely frustrating especially since it's blocking you from even attaching the file.

    A few things would help pin this down: are you using an iPhone/iPad or an Android device, and what version of the app do you have installed? Does this happen with one specific file, or every file you try to open? And where does this file come from, was it scanned, downloaded, or received as an email attachment itself?

    Also, when it closes, does it show any error message at all in that split second, or does it just disappear with nothing shown?

    While waiting to hear back, a few general things worth trying:

    • Check for a pending app update

    • Restart your device fully, then try again

    • If it's one specific file, try opening a different, unrelated PDF to see if the same crash happens, that would tell us if it's the app itself or something about this particular file

    Let us know your device, app version, and whether it's one file or all of them, that'll help confirm the cause.

     

    Regards
    Amal

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