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hugor23000132
hugor23000132
Participant
July 12, 2024
Question

Acrobat Crashes

  • July 12, 2024
  • 1 reply
  • 745 views

When I attempt to compare 2 seperate PDFs, Acrobat completes the comparison but crashes before I am unable to see the results.

 

Any suggestions are appreciated. Thanks.

This topic has been closed for replies.

1 reply

Souvik Sadhu
Community Manager
Souvik SadhuCommunity Manager
Community Manager
July 23, 2024

Hi @hugor23000132,

 

Hope you are doing well. Sorry for your experience with Acrobat!

 

Do you see this with every instance you try to compare the files? Is it with specific files? 

 

Also, I remember we had an issue earlier around the same issue which was fixed with an update a while back. Would you mind sharing more details with me so I can circle back with the team to get this checked again:

1. The app version number (go to Help-> About Acrobat Pro);

2. Please collect the  the Adobe CC logs (How to use the Creative Cloud Log Collector tool (https://adobe.ly/3WzPTFG), Procmon logs (Win Only)  (Adobe Acrobat Diagnostics) and crash/freeze logs (How to collect logs when Acrobat crashes, hangs or freezes (https://adobe.ly/3WzPTFG) and share them via any cloud storage. Just upload the log file to the cloud and generate the link and share that link with us for further investigation.


-Souvik

hugor23000132
hugor23000132Author
Participant
August 9, 2024

Hi Souvik,

 

The crashes happen with every instance. It doesn't seem to matter the file. I attempted a compare and the same resulted as any time before. I attached the log which I hope captured the error. My Acrobat is fully updated so the issue could be something else.

 

Thank you for looking into this.

 

Hugo

Souvik Sadhu
Community Manager
Souvik SadhuCommunity Manager
Community Manager
August 9, 2024

Thanks @hugor23000132 for sharing this.

 

I have forwarded the crash logs to the dev team for further investigation.

 

-Souvik

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