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M
misa_2672
January 20, 2026
Question

Acrobat issue

  • January 20, 2026
  • 1 reply
  • 112 views

I have an active Creative Cloud All Apps subscription including Acrobat Pro.

Adobe Acrobat Classic crashes immediately after launch on Windows 11.
The app opens, shows the Home screen, and then closes.

I have:
- disabled GPU acceleration
- disabled New Acrobat experience via registry
- reset preferences
- verified WebView2

Photoshop and other Adobe apps work fine.
I need a working desktop Acrobat Pro or an official workaround.

1 reply

AnandSri
AnandSri
Legend
January 20, 2026

Hello @misa_2672

 

I hope you are doing well, and we're sorry for the trouble you had. 

 

If you have a Creative Cloud All Apps subscription, you will receive the Acrobat Pro Continuous version, which is a subscription-based product. An email is required to log in and activate the subscription.

Acrobat Classic is a perpetual/serial number-based product, which gets activated by entering a serial number. Check this article for the difference: https://adobe.ly/3ZqLi9e

 

Could you please check which version and track of Acrobat is installed? Please launch Acrobat > Menu > Help> About Adobe Acrobat. Please share a screenshot of the Window you get along with the version installed. 

If you are on the Continuous Track, please ensure you have the latest version of Acrobat installed on the machine: 25.001.21078. Planned update, Jan 12, 2026. Check for any pending updates by navigating to Menu > Help> Check for Updates. Install the updates, restart the app and the machine, and try again.

 

If you have the classic track, please ensure you have the 24.001.3030x Planned update, Dec 09, 2025 version installed for Classic 2024. 

 

If you are not able to launch the app at all and not able to install the updates, please close all the Adobe apps, restart the machine, create a test user profile with full admin rights, install Acrobat, and check the performance. To create a Test User account, see this Microsoft help article: https://adobe.ly/4pJgThd

 

You can also try the suggestions from this article about the Crash: https://adobe.ly/3YOnKek

 

If the issue continues, please provide the following information: the Crash logs and Diagnostic Tool logs from the affected machine. To collect the logs, download and run the Log Collector tool. Ensure that you select all log options and attempt to reproduce the issue. After that, download the Crash log collector tool and run it. Close the Log Collector tool; it will generate the logs along with a log ID. Please share these log IDs with us for further investigation.

 

Regards,

Anand Sri.

M
misa_2672Author
January 20, 2026
Hello, Anand

I am a paying Creative Cloud All Apps customer and I am entitled to *Acrobat
Pro (Continuous)*.

On my Windows 11 system, the *desktop Acrobat Pro application is unusable* due
to repeated crashes.

*Observed behavior:*

-

Acrobat launches successfully
-

The Home / Welcome screen appears
-

The application crashes after a few seconds
-

The crash also occurs when opening a PDF file directly (bypassing the
Home screen)

Because of this behavior:

-

I cannot sign in within Acrobat
-

I cannot access Help > About Acrobat
-

I cannot use required desktop-only features

*Troubleshooting already performed:*

-

Disabled GPU acceleration
-

Disabled New Acrobat experience via registry
-

Disabled Welcome / Home screen via registry
-

Tested opening PDF files directly
-

Restarted the system multiple times

Other Adobe applications (Photoshop, Illustrator, InDesign) work correctly
on the same machine.

*System details:*

-

Windows 11
-

Notebook from 2019 (Intel + NVIDIA GPU)
-

Creative Cloud All Apps subscription

This confirms that the issue is not related to sign-in, licensing, or
installation method, but to a *crash of the desktop Acrobat Pro application
on this configuration*.

I specifically require the *desktop Acrobat Pro feature “Convert text to
outlines”*, which is *not available in the web version*. This is a critical
part of my professional workflow.

Please advise on one of the following:

-

A known workaround or patched build
-

An offline / enterprise installer of Acrobat Pro Continuous
-

Confirmation that this is a known issue currently under investigation

Thank you for escalating this case to the appropriate technical team.

Best regards, Misa
AnandSri
AnandSri
Legend
January 20, 2026

Hello Misa,

 

Thank you for the detailed information and for trying all the steps. Could you please create a new test user profile with full admin rights, install Acrobat, and check if it still crashes? If the issue persists, please collect the logs and share them with us so that we can share the details with the Product team for further investigations of the root cause and a possible fix/workaround.

 

Thanks for your time and cooperation.

Regards,

Anand Sri.

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