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C
Carole_Mcc
Participating Frequently
March 17, 2017
Question

Adobe Acrobat DC Shared Review crashes repeatedly

  • March 17, 2017
  • 1 reply
  • 1271 views

Using Adobe Acrobat Pro DC v 2015.006.30280 on Windows 10. Since this latest update was installed, I am having problems when working in shared reviews.

Shared reviews are stored on our company's network drive. While working with the shared review file, things are fine for about 15-20 minutes, then I MAY get a message such as "Could not get new comments. Adobe Acrobat DC did not get a response from the server..." (sometimes I don't get any message). At any rate, Acrobat just stops working and I can't close the app without using Task Manager. This must have happened at least 20 times yesterday and besides the frustration of having to close and reopen the app continuously, it is wasting a lot of time!  I have contacted our IT department and they ran some diagnostics to see if it was a problem with our network - their diagnosis was that the network connectivity was working correctly.

This problem does not seem to be associated with using any of the features in Acrobat. Sometimes, the crash occurs when I am in another program, such as FrameMaker (the source document for the shared PDF).  In Acrobat, the action bar turns black, then all of the comments in the Commenting panel disappear as the crash occurs.

Adobe: I have a crash dump file I can send...

This topic has been closed for replies.

1 reply

T
Tariq Dar
Legend
April 10, 2017

Hi Carole_Mcc,

Sorry for the delay in response.

Looking at the version number you have mentioned it clearly seems you are missing latest updates. Adobe - Acrobat : For Windows you may install the latest updates first. Restart the machine and try again.

Also, how is your machine connected to your office network? Have you tried changing the connection from Wifi to hardwire connection just for the testing purposes?

Let us know if that makes any difference.

-Tariq Dar.

C
Carole_MccAuthor
Participating Frequently
April 11, 2017

Tariq - I checked for updates as part of my troubleshooting process. While in Acrobat Pro DC, I used the "Check for Updates" option in the Help menu. The response then was "No updates available." I tried that again this morning and got the same response, although when I follow the link that you sent to the latest updates, I see an update dated 4/11/2017 for "Version 2015.006.30306" (not sure I understand the WHICH update I should download, but assuming the "Version 2015.006.30306" update though).  Of course, that update was NOT available when I originally posted this in March.

So, perhaps the application is not finding available updates?

As for the suggestion to use a hardwired network connection, I am already using a hardwired connection.

T
Tariq Dar
Legend
April 11, 2017

Carole_Mcc,

Thank you for your response.

You may install the update you have mentioned and was released today. Once you install it restart the machine and try again.

If the issue persists, Launch Acrobat>Edit>Preference>Security Enhanced. Try turning off "Protected view" This step is strictly for troubleshooting purposes. If that makes a difference you may visit this thread: Text is garbled in converted file | ExportPDF

Let us know if that makes any difference.

-Tariq Dar.

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