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kcelsi1999
Inspiring
March 18, 2020
Question

Adobe Acrobat Pro DC Crashing

  • March 18, 2020
  • 5 replies
  • 12960 views

In the past couple of days, Acrobat has been crashing multiple times while I'm working in it. I have Version 2020.006.20042 for PC. I noticed that if I go into Task Manager and shut down "Adobe Collaboration Synchronizer" if running or "Adobe AcroCEF" I am then able to work again without shutting down the program. When this happens, everything on my computer freezes in addition to Acrobat so Ctrl+Alt+Delete is my only option at that point. Is there a fix for this glitch?

 

Also for some reason, even though I have Adobe Collaboration Synchronizer set to be disabled in Services, it is still running at various times which seems to cause the crash. Not sure how this is possible. Any suggestions for a fix are welcome. Thank you!

5 replies

Stefano Poggioli
Stefano Poggioli
Participant
October 26, 2023

I have the same problem: Adobe Acrobat PRO DC crashes and freeze in a few seconds after opening every file.
I tried to repair the installation, but Acrobat still freeze. The PC is new, with only Adobe Creative Cloud softwares installed.
In the screenshot you can see the window popup that opens and freeze the software

 

What can I do? The software is paid but unusable in this way.

Amal.
Community Manager
Amal.Community Manager
Community Manager
October 26, 2023

Hi there

 

Thanks for reaching out.

 

This is a known issue and our engineers are working on it for the fix.

 

The fix will be available in the future updates.

 

Thanks for your time and patience

 

Regards

Amal

Stefano Poggioli
Stefano Poggioli
Participant
October 30, 2023

Ok,

and... what are Adobe's decisions regarding the fact that I pay an annual subscription to use this software?

And that it's unusable right now, but I'm paying for it?

 

I hope that partial compensation is provided.

    A
    AndMcT
    Known Participant
    September 3, 2020

    Acrobat has just crashed on me for the 5th or 6th time this morning whilst looking at PDF drawings.  (Polite) words fail me to describe just how useless Acrobat is.  Anyone thinking about buying Adobe Acrobat should seriously consider one of the alternative PDF softwares.

    M
    melissad42080045
    Participant
    September 17, 2020

    I have Adobe Pro (not DC) and it constantly crashes since install. Today I must've tried 8 different times to optimize a pdf  before giving up. I've talked to so many adobe techs and all they do is pass me along to someone else.

      R
      Adobe Employee
      Rohit_Anand
      Adobe Employee
      March 19, 2020

      Hi kcelsi1999,

       

      Sorry for the inconvenience.

      To help us investigate this issue can you please share the following details

      1. From the details provided by you it appears that Acrobat hangs/freezes and when you kill the synchronizer/CEF process Acrobat is responsive again.

      2. When Acrobat is in hang state can you please share process dump( from task manager) for the following processes:

         i. Adobe Acrobat process

         ii. Adobe Collaboration Synchronizer (both instances)

         iii. All Adobe AcroCEF processes

       

      Thanks,

      Rohit

       

      You can take process dump via Task manager by following steps:

      1. Launch task manager

      2. Go to details tab

      3. Right click on a process and select "create dump file"

      4. Dump file is create at: C:\Users\{username}\AppData\Local\Temp

       

       

      For sharing files using Adobe Document Cloud

      Please follow the steps to share the file using Adobe Document Cloud - https://documentcloud.adobe.com/link/send/

      1. Open this link
      2. Click on “Select files to Send”
      3. Click link "Choose file from my computer" and select the file
      4. Click on "Add Files", if you have more files to add
      5. Click on Create link
      6. Share this link with us

      K
      kcelsi1999Author
      Inspiring
      March 19, 2020

      Here are links to the dump files for the two processes that I suspect may be causing the problem:

      https://documentcloud.adobe.com/link/track?uri=urn%3Aaaid%3Ascds%3AUS%3A9aba3788-b97e-4a7c-afd7-6d91bf550bea

      https://documentcloud.adobe.com/link/track?uri=urn%3Aaaid%3Ascds%3AUS%3A9aba3788-b97e-4a7c-afd7-6d91bf550bea

       

      Here is the Acrobat one too if it helps.

      https://documentcloud.adobe.com/link/track?uri=urn%3Aaaid%3Ascds%3AUS%3A97f3fbff-aad5-4ba7-8ef8-4d8728cf66ca

       

      R
      Adobe Employee
      Rohit_Anand
      Adobe Employee
      March 20, 2020

      Thanks kcelsi1999  for the sharing the dumps.

       

      The dumps were investigated by the concerned team and Acrobat / synchronizer process seems to be running fine when this dump was taken.

      Can you please try again and share the dumps when Acrobat process is stuck or unresponsive.

      When a process goes in not-responding state, Task manager -> Details tab -> Status column next to the process shows it as not-responding.

      Please capture process dump when it shows the process as not-responding and share it with us.

       

      Thank you for your patience.

       

      Regards,

      Rohit

      P
      ProlificUser
      Participating Frequently
      March 18, 2020

      Press Win+R to open the Run Dialog box. Type "msconfig" and press enter. 

      In the system configuration window that opens, select the Startup tab. Scroll down to find the "Adobe Acrobat Synchronizer" and uncheck that box. Then click apply and ok. 

      Amal.
      Community Manager
      Amal.Community Manager
      Community Manager
      March 18, 2020

      Hi Kcelsi, 

       

      We are sorry for the trouble and the experience.  Is this a behavior with a particular PDF file or while doing a specific function or is it crashing randomly?

      As you have the latest version of  Adobe Acrobat DC please try the following steps and see if that helps:

      • Try to repair the installation while no other application is running. Close all open applications > Open Acrobat DC  >  Go to Home > Repair Installation > Restart the computer.
      • You may also try to turn off the protected mode for testing. Go to Edit > Preferences > Enhanced security > Turn off the Protected Mode and uncheck the Enhanced Security > Click OK and restart the application.
        Note: Please turn on the security after testing.

       

      You may also refer to the steps provided in the help article (https://helpx.adobe.com/in/acrobat/kb/acrobat-dc-crashes-on-windows-os.html#SendthecrashreportstoAdobe) 

       

      Let us know how it goes.

       

      Regards

      Amal

      K
      kcelsi1999Author
      Inspiring
      March 19, 2020

      Thank you. I've tried all of the above suggestions, but it's still happening. One new thing I noticed. When everything freezes, once I hit Ctrl+Alt+Delete to open the task manager, everything starts working again. I don't need to end task any processes. Just the act of opening the Task Manager, unfreezes everything. This happens while I'm working in Acrobat and InDesign at the same time. I am using the pdf for reference to make edits to my InDesign document so I'm going back and forth between the two programs. I'm in Comments mode clicking on and checking comments as I go along. This happens after I've gone into InDesign and then need to go back into Acrobat to check off the completed comment. This does not happen unless I'm using Acrobat so I don't think it is an issue with any other program. 

      Also, I have diabled Adobe Collaboration Synchronizer in services and it is not in Start Up. However, it keeps running anyway. This may be part of the problem and I have no idea how to shut it off. I have also uninstalled Acrobat and re-installed/restarted.

      P
      ProlificUser
      Participating Frequently
      March 19, 2020

      Go to C:\Program Files (x86)\Adobe\Acrobat DC\Acrobat and rename or delete AdobeCollabSync

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