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Acrobat crashes using export function

Forum|Forum|3 years ago
January 13, 2023
8 replies
31710 views

Issue:

I've had this issue for a while now. The problem arises when I need to convert a PDF to, e.g., Word.
Tools > Export PDF > Open > [e.g.] Word Document > Export > Save as [e.g.] Desktop > Save As [Filename]
A popup window appears [Initializing export engine] and Acrobat freezes completely. No way to close it or cancel (except of course in the Task Manager). But another thing occurs when closing through the Task Manager: All file and folder names disappear on mouse rollover (and in document file names - even in Notepad documents). And in Task Manager all app names and processes running are blank - except the app icons are visible.

System:

Adobe Acrobat Pro | Version 2022.003.20310 | 64-bit

OS: Edition Windows 11 Pro
Version 22H2
Installed on ‎9/‎30/‎2022
OS build 22621.1105
Experience Windows Feature Experience Pack 1000.22638.1000.0

PC: Processor AMD Ryzen 9 3950X 16-Core Processor 3.49 GHz
Installed RAM 32.0 GB
System type 64-bit operating system, x64-based processor

Steps taken:

Restarted computer
Updated Acrobat to latest version
Repaired Acrobat installation [Help > Repair Installation]
Clean-installed Adobe suite
Run Acrobat as administrator

No luck... Any suggestions?

Crash or freeze

This topic has been closed for replies.

Correct answer Amal.

Hi there

The new version of Acrobat 23.08.2042X is now available, addressing the issue (Crash using export).

Please update the application from the help menu > Check for updates and reboot the computer once and check.

You may also download the patch manually from the link https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/index.html

Redards

Amal

Amal.

Correct answer

Community Manager

Hi there

The new version of Acrobat 23.08.2042X is now available, addressing the issue (Crash using export).

Please update the application from the help menu > Check for updates and reboot the computer once and check.

You may also download the patch manually from the link https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/index.html

Redards

Amal

Starfleet_007

Participating Frequently

There is no "check for updates" for my help menu. That version number doesn't jive with my version. Please be more clear on which type of Acrobat you are referring to. My system says I am up to date.

Amal.

Community Manager

Hi there

Please download the patch manually from the link https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/index.html and see if that works.

~Amal

Starfleet_007

Participating Frequently

Here we go again. My fonts are wiped out again. This is after using the online Acrobat to convert PDFs to Excel. WTH! My usual fix doesn't work so now a reboot of the PC.

S

Stephen24100533635b

Participating Frequently

It has been a year, and no fix. I have cancelled my Adobe subscription and started using another pdf edior. That was the only way to fix this. I doubt one subscription cancellation will make Adobe look any harder at this issue.

M

Mateusz289701345hb2

New Participant

Hi There,
I am having the same issue with PDF exporting still after the updates. I already tried re-installing Acrobat also with using the "AcroCleaner" tool from Adobe before starting the new installation but the problem remains on the freshly installed software.
I found a way that lets me export the PDF to Word correctly but only until the next PC restart. After the next boot, the problem appears again. It is clearing the fonts cache from Windows 10 directory:
C:\Windows\ServiceProfiles\LocalService\AppData\Local\FontCache

After wiping the font's cache, Acrobat exports the PDF to Word correctly until the next PC restart. Maybe this information will be helpful with finding the cause of this issue.

Amal.

Community Manager

Hi there

Our engineers are working on the issue and the fix will be available in the near future.

Thanks for your time and patience so far

~Amal

T

TollundiumAuthor

Participating Frequently

I don't mean to be disrespectful, but it has been almost a year...

Starfleet_007

Participating Frequently

I still have the exact issue. Coverting a PDF to Excel seems to wipe out all my fonts. When I go to the windows font folder, they have all vanished. After about 5 minutes they seem to return. I do go into font setting and tell it to go to default settings. I am not sure that is the momentary fix, but I do it anyways. This has been going on in my PC for a while. Interesting though, my laptop, does not have the issue. Same latest version of Acrobat and win 10. If I use the online coverter for Adobe Acrobat, it works fine. I have also wiped out all Adobe software and used the clean up tool. Reinstalled everything and still fails to work properly.

A

Andretti22261046bhfl

New Participant

Good day,

I am having the same issue.

We are paying hectic monthly fee's, can your developers comeback with a respected timeline as to the issue at hand?

T

TollundiumAuthor

Participating Frequently

It IS quite extraordinary that so many people have this issue for this long... the least Adobe could do is to offer some kind of discount. I think I pay some $60 per month. I mean, Acrobat is a pretty central component in the general suite of apps.

Amal.

Community Manager

Hi All

The new version of Adobe Acrobat (23.01.2006x) is now available, addressing this issue.

Please update the application from the help menu > check for updates and reboot the computer once.

You may also download the patch manually from the link https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/index.html

Regards

Amal

Got your issue resolved? Please label the response as 'Correct Answer' to help your fellow community members find a solution to similar problems.

T

TollundiumAuthor

Participating Frequently

Hi Amal,

I updated Acrobat and restarted. The issue has not been fixed. It no longer hangs in quite the same way after initiating conversion, but the following happens:

(1) Tools > Export PDF

(2) Export your PDF to any format (selected Microsoft Word, Word Document, English US) > Export

(3) Save as ... [File name] (Desktop) > Save

[Completes the conversion but the Microsoft 365 program image just "hangs" on the screen for an extended period and all file and folder names disappear (just like before). When the document finally opens in Word after a couple of minutes, you can't access the document -- completely frozen.

In order to close the Word document and have the file and folder names return, I need to use the Task Manager to close Word to restart. See the screen grab - weirdly enough, judging from the two processes opened under Microsoft Word under Apps in the Task Manager, the "Print driver host for applications" has also been initiated.]

Now, when I restart my computer the converted Word document appears intact and all folder and file names have returned. Of course, when opening Word, I get a message "Word couldn't start last time. Safe mode could help you troubleshoot the problem, but some features might not be available in this mode. Do you want to start in safe mode?"
I click No, and Word opens up the converted document.

I think Adobe and you'd agree that it'd be preferable and more practical if I didn't have to restart my computer every time I need to convert a document.

In other words, the fix doesn't fix the issue.

S

Stephen24100533635b

Participating Frequently

A great discription above and for us, the same thing happens. The fix is not working

Amal.

Community Manager

Hi @Tollundium

Hope you are doing well and sorry to hear that

Is this an issue with a particular PDF file or with all the PDFs? Please try with a different PDF file and check. If the file is stored on a shared network/drive please download it to your computer locally and then try again.

As you have the latest version please try to repair the installation from the help menu (Win Only) and see if that works.

Please try to reset the Acrobat preferences as described here https://community.adobe.com/t5/acrobat-discussions/how-to-reset-acrobat-preference-settings-to-default/td-p/4792082

You may also try to create a new test user profile with full admin rights in Win and try using the application there and check.

Regards

Amal

T

TollundiumAuthor

Participating Frequently

Hi Amal,

Thanks so much for your response and suggestions.

PDF: No, the issue persists with all PDF-file conversions. I've tried PDFs with 200+ pages of text, image-heavy PDFs, text-only PDFs, one-page PDFs. All have the same issue of freezing up everything. So no luck.

Repair installation: I already tried to repair the installation from the the Acrobat Help menu (see above). No luck. I've also tried to repair the installation in Windows (i.e., Apps > Installed apps > Adobe Acrobat (64-bit)) > Modify > Next > Repair Installation. No luck.

Restoration od Acrobat Prefences Folder: Windows Preferences
C:\Users\User(me)\AppData\Roaming\Adobe\Acrobat contents moved to temporary folder on desktop. Restarted Windows. No luck and restored files to the original folder.

Test user: Settings > Accounts > Other Users > Add other user > Created Standard User account type. Set up Acrobat there... no luck.

Any other suggestions?

Amal.

Community Manager

Hi @Tollundium

Would you mind collecting the Adobe crash logs as described here https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html and share the logs via any cloud storage? Just upload the logs to any cloud storage > create the link and share that link with us for further investigation.

~Amal

T

TollundiumAuthor

Participating Frequently

I forgot to attach an image of what it looks like when file and folder names disappear...

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