Participating Frequently

Question

Acrobat stürzt ständig ab. Support will nicht helfen.

Forum|Forum|1 month ago
June 22, 2026
7 replies
99 views

Hallo zusammen,

mein Acrobat stürzt sofort ab und ich kann keine PDF-Dateien öffnen. Stürzt auch sofort ab. Ich habe es heute 8 Stunden mit dem Support versucht, aber die machen nichts. Sie loggen sich per Adobe Remote Support auf meinen Computer und lassen mich stundenlang warten und melden sich dann nicht mehr. Ich habe es ca. 10 Mal mit AdobeAcroCleaner_DC2021 deinstalliert und wieder installiert. Nichts hilft.

Vielleicht hat jemand von euch eine Idee?

MikaG.Author

Participating Frequently

I've had enough. You have 24 hours to fix this. I'm going to call in my lawyers! I'm paying for a service I'm not getting, and your support team has been stringing me along for four days! On top of that, I'm going to contact all the major tech blogs and send them all the evidence.

You don't want to solve my problem! A billion-dollar company with $0 support!

Anand Sri Bhattacharya

Community Manager

Hello @MikaG.

I hope you are doing well, and I am sorry for the trouble.

The issue has been brought to the attention of the product team, and they are currently working on identifying the problem. Please be aware that the team needs time for a thorough investigation, and we cannot guarantee that it will be resolved within 24 hours. However, I will do my best to expedite the investigation and provide a possible workaround or solution as soon as possible.

I really appriciate your patience, and cooperation on this. Please allow us to get this checked internally, and we’ll get back to you with an update.

Regards,

Anand Sri.

[Edited response]

MikaG.Author

Participating Frequently

I'VE BEEN WAITING FOR 4 DAYS ALREADY!!!!!!!!!!!! 4 DAYS!!! 4 DAYS! If the problem isn't resolved within the next 24 hours, I'm going to notify all the major tech blogs.

MikaG.Author

Participating Frequently

With every PDF file. EVERY SINGLE ONE!!! ALWAYS.

Are you trying to mess with me by mentioning the reinstallation in every one of your replies?

I'VE DONE THAT AT LEAST 10 TIMES!!!!!!!!!!!!!

It crashes so fast I can’t even take a screenshot!

I SENT YOU THE TICKET ID!!!!!!!!!!!!!!!!!!!!

Please use the ticket ID listed below as a reference:

dbec974a-f960-4436-9830-91af101d2229

T

Tariq Ahmad Dar

Community Manager

Hi @MikaG.,

Since we dont have access to the machine and not all users are experiencing crash, it is almost impossibe to find the root cause of the issue.

We would require crash logs:

Instructions: https://adobe.ly/44afCIz
Once collected, upload the logs to any cloud drive (e.g., OneDrive, Google Drive, Dropbox) and share the link with us.

Also, you may try Enable a new user account:

Assuming you are using a Windows machine: https://support.microsoft.com/en-us/windows/manage-user-accounts-in-windows-104dc19f-6430-4b49-6a2b-e4dbd1dcdf32 unless your machine is an office-managed machine.

~Tariq

MikaG.Author

Participating Frequently

Are you kidding me? YOU HAD ACCESS TO MY COMPUTER TWICE!!!!!!!!!!!!! See the attached evidence!
And I've sent you the crash log twice!!!!!!!!!

MikaG.Author

Participating Frequently

Are you kidding me????????????? You haven't solved anything and you haven't helped me at all!!!!!!!!!!!!! I received this email from you:

Your Adobe support case has been closed

Hello,

Your case is now closed. The details of the closed case are as follows:

Case number: ADB-45845066-Y0L6

Issue: Crash/Loading issue

Meenakshi0101

Community Manager

Hi MikaG.,

The message you received in email was from the call/ chat support team, whom you might have reached out to.

We have received your logs and will share them with the product team to further investigate the behaviour. We will keep you updated here with the latest information.

We appreciate your patience.

Thanks,

Meenakshi

MikaG.Author

Participating Frequently

1. This is a computer managed by the office. No new user account will be activated.

2. I had already disabled the third-party security software and tried to use Acrobat and open PDF files. Acrobat/PDF also crashes immediately or freezes. Today is the fourth day it hasn't been working!!!!! I have to work!!!!!

MikaG.Author

Participating Frequently

Use the below Log ID for your reference:

dbec974a-f960-4436-9830-91af101d2229

T

Tariq Ahmad Dar

Community Manager

Hi @MikaG.

Thanks for sharing the log ID.
While @Meenakshi0101 discusses this internally with the product engineering, would you try the following, assuming you are using a windows machince:

Enable a new user account: https://support.microsoft.com/en-us/windows/manage-user-accounts-in-windows-104dc19f-6430-4b49-6a2b-e4dbd1dcdf32 unless your machine is office managed machine.
If you have a third-party security software installed, try adding Acrobat exception to it for troubleshooting purposes only

Let us know how it went.

~Tariq

MikaG.Author

Participating Frequently

I've followed the suggested steps 10 times!!!!!!!!!!!!! I also created and sent crash logs!!!!!!!!!!!!

IT'S NOT WORKING!!!!!!!!!!!! What am I supposed to send screenshots of? It freezes or crashes immediately!!!!!!

IT'S NOT WORKING!!!!!!!!!!!! IT'S NOT WORKING!!!!!!!!!!!! IT'S NOT WORKING!!!!!!!!!!!!

Meenakshi0101

Community Manager

Hi MikaG.,

We're sorry to hear that the suggestion didn’t resolve the issue. As you mentioned that you’ve sent the crash logs, could you please provide us with the log ID? This will help us locate the specific crash logs.

You can follow the steps outlined here: Adobe Acrobat Diagnostics. You can skip the first two steps and directly run the diagnostic tool. At the end, please share the log ID that is generated. It will help the team to investigate this behaviour.

Let us know if you encounter any issues.

Thanks,

Meenakshi

Meenakshi0101

Community Manager

Hi MikaG.

Thank you for reaching out, and sorry for the trouble caused.

Regarding the application crashing when you open a PDF, could you please confirm if this issue occurs with PDFs from a specific location? Do you see any error messages before the application crashes? If so, please share a screenshot.

Please try the troubleshooting steps outlined in the following help document: Adobe Acrobat crashes. You mentioned that you have already tried reinstalling. If the troubleshooting steps do not help, please try once using the steps suggested below:

Remove the application and run the cleaner tool (https://adobe.ly/4xGnpdM).
Reboot the machine
Install Adobe Acrobat from the following page: https://adobe.ly/4eVXp6W.

If you continue to experience the same behaviour, please collect the crash logs using the steps outlined here: Adobe Acrobat Diagnostics. Share the log ID that is created with us.

Let us know if you need any help.

Thanks,

Meenakshi

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