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Jen3887003659ug
Participant
July 29, 2024
Question

Abobe Acrobat instantly crashing when opening PDFs with comments in

  • July 29, 2024
  • 3 replies
  • 4521 views

Hi, have an issue with Adobe Acrobat which has been installed with the latest version, repaired, reinstalled etc. When opening a PDF with comments in, it will flash open for a split second and then immediately close.

 

Event viewer is showing a faulting modile path of : \Adobe\Acrobat DC\Acrobat\Acrobat.dll

Fault code: 0x35f4

 

Colleagues are also having the same issue. The only work around we have found is to open a PDF document with no comments, and then open the one with comments and we can then work on it. This is not idea and there is a fault somewhere causing this to happen.

 

We have already worked through a few articles which suggest changing settings in preferences (unticking options for show online storage etc)  as well as disabling security options etc which have had no effect.

 

Please advise.

    3 replies

    A
    alexis_5864
    Participant
    April 10, 2025

    Hi @Tariq Ahmad ,

    We have users experiencing this issue.  Will there be a software fix available for this?   None of the suggested solutions in this chat have worked to resolve the issue. 

    T
    Community Manager
    Tariq AhmadCommunity Manager
    Community Manager
    April 10, 2025

    Hi @alexis_5864, 

     

    Sorry for the troubled experience, and thanks for reaching out. 
    If you had a chance to read through this discussion, we have been trying to get logs and more details about this issue. Sadly, we have not been able to reproduce it in-house. 

     

    Let me know if you and your affected user will be available for a debugging session next week?

     

    Thank you for your patience and support. 


    ~Tariq

    D
    dawson_8105
    Participant
    August 8, 2024

    Same issue, PDFs with comments will not open unless Adobe is open already. Any fix yet?

      T
      Community Manager
      Tariq AhmadCommunity Manager
      Community Manager
      July 29, 2024

      Hi @Jen3887003659ug 

      Sorry for the trouble you and your colleagues are experiencing.
      Please share a screenshot of the error. Use this link: https://helpx.adobe.com/acrobat/kb/acrobat-diagnostics.html to collect crash logs and share the unique ID of the log. It would be helpful if you could also share the following:

      • OS name and version
      • Acrobat version installed. 
      • Screenshot of the error.
      • A screen recording, if possible, of how this crash occurs. 

       

      Will be waiting patiently to look for more information.

      ~Tariq

      J
      Jen3887003659ugAuthor
      Participant
      July 29, 2024

      Hi Tariq,

      There is no error that is given for this, when you open the PDF it opens for a split second and then closes there is no error what pops up and the event log just shows this which is listed under an "application error" Event ID 1000.

       

      Version: Adobe Acrobat (64-bit) 24.002.20965

      OS: Microsoft Windows 11 Pro, 64-bit

       

      I will run the diagnostics and upload as well, thanks.

      T
      Community Manager
      Tariq AhmadCommunity Manager
      Community Manager
      July 29, 2024

      Thanks for the swift response, @Jen3887003659ug 
      When you run the diagnostic, please provide the logs and let us know when this issue started.

       

      Before you run the diagnostic, try the following - 

      • Launch Acrobat.
      • Click on the Hamburger icon (New UI) or Help. > Repair installation
      • Once the repair is done, try restarting if possible.
      • Try reproducing the issue if it is reproducible. Please run diagnostics. 


      ~Tariq

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