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A
AValkauskas
Participant
May 30, 2021
Answered

Adobe Acrobat crashes after opening or loading a PDF

  • May 30, 2021
  • 2 replies
  • 7677 views

I am running Adobe Acrobat DC on Windows 10. It has been updated to the latest version as has creative cloud desktop (file version 21.1.20155.39962). Just starting the Acrobat DC without loading a file results in a crash within 2-3 seconds. If I load a PDF, there is a chance it won't crash, but if it's a PDF that ahs been shared with someone over CC, then it insta-crashes. I suspect this may be some authentication issue with a login server maybe? I have a annually prepaid Creative Cloud All Apps plan.

What I have tried and that hasn't worked:

- uninstall + reinstall of Acrobat DC

- rebooting my pc

- Creating a registry entry for  bDisableFrequentSignInWorkflow  in  HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Policies\Adobe\ that I saw on another support ticket

- running the app as an administrator

 

Need urgent help please!

 

Correct answer AValkauskas

SOLVED!

 

I am posting this to help anyone who may have similar problems. After talking with level 1 tech support, they escalated to level 2 and they found that my user preferences were corrupted. They created a new account on my PC and everything worked fine with the new account. So they closed the ticket, leaving me to figure out if I will migrate everything to the new account or call Microsoft (I wish they would have gone the extra mile and applied the fix I did).

So after getting off the call, I googled "corrupted user preferences acrobat" and it turns out you simply need to rename the folders that are:

  • C:\Users\[user name]\AppData\Roaming\Adobe
  • C:\Users\[user name]\AppData\Local\Adobe

well I renamed the subfolders named "Acrobat" and voila - everything WORKS! Funny thing is I did this step already, so I'm guessing that a fresh install that they did and a repair contributed to the eventual fix. They also did a repair on all Microsoft C++ libraries. Anyhow, back to work...

2 replies

derekwatson
Community Expert
derekwatsonCommunity Expert
Community Expert
June 3, 2024

I am having an issue on MacBook with a specific PDF. I have been sent 8 PDFs in a series from a client, all open excelpt one. it crashed Acrobat each time, they have no issues. It does open in Preview without issues, what can cause this?

Derek Watson
    Meenakshi Negi
    Community Manager
    Meenakshi NegiCommunity Manager
    Community Manager
    May 31, 2021

    Hello,

     

    Thank you for reaching out and sorry for the trouble.

     

     

    As you are experiencing the crash issue on a Windows machine, please try the troubleshooting steps suggested in the following help document: https://helpx.adobe.com/acrobat/kb/acrobat-dc-crashes-on-windows-os.html.

    Also, try to recreate the application preferences using the steps provided in the following community thread: https://community.adobe.com/t5/acrobat/how-to-reset-acrobat-preference-settings-to-default/td-p/4792082 

    Check if that helps.

     

    If the issue still occurs, try removing the application using the Creative Cloud Cleaner tool (https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html). Then reboot the machine and install Acrobat directly from this link: https://helpx.adobe.com/download-install/kb/acrobat-downloads.html

     

    Let us know if the issue still persists.

     

    Thanks,

    Meenakshi

     

     

    A
    AValkauskasAuthor
    Participant
    June 14, 2021

    The first 2 links were tried before I posted, and the second link doesn't work to get a file dump. the app insta-crashes without any screens post-crash. The registry edits don't work sadly.

    The 3rd link for the Cleaner Tool doesn't show an option for Acrobat DC... no acrobat options are shown for CC options.

     

    Still need help, Acrobat isn't working at all.

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