Participant

Answered

Adobe Acrobat Pro Not Responding and constanly crashing (windows 11)

Forum|Forum|3 years ago
March 10, 2022
17 replies
148435 views

I have 5 computers all with 12th gen i9 CPUs and EVGA 3080 Ti GPUs with each holding 64-128 GB of G. Skill RAM. Out of all 5 computers Adobe Acrobat is Not Responding and crashes. I have updated each computer, followed ALL of your troubleshooting methods on your website and in these forums. Accumilated 10-12 hours of my own time following Adobe guidelines to "fix" their program. Yet, the program is unusable. I even spent my own money to have two SEPERATE IT companies remote in on all FIVE of my computers to try and find the problem. $617 later they can't even find the problem to make Adobe not crash. I am paying to use your software and paid a 3rd party to try and find out why its crashing. Still, I am left with a non functioning software. How is this even possible?

Correct answer jonbjork

After navigating the Adobe website multiple times I finally found the correct place to download the app, and it now works. The URL is https://get.adobe.com/reader/download?os=Windows+10&name=Reader+2024.001.20615+English+Windows%2864Bit%29&lang=en&nativeOs=Windows+10&accepted=mss&declined=&preInstalled=&site=landing

Perhaps I was having a slightly different not-responding problem, but I carefully went through all the settings and turned off anything that would require a ping to the internet. I haven't had the problem since doing that. I turned off perhaps 4-5 different settings that looked to be on by default. I wish I could tell you which one was causing the hanging, but I haven't had the time.

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rhonda_9559

Participant

When the Acrobat Reader is open, I went to File and saw Disable New Reader. I clicked on this and now it's not acting unresponsive!!! It wants to offer to upgrade to the new Acrobat Reader, but I just close it. Maybe this will help some...

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Peteris23470238x3vw

Participant

I used everything available on this Community page, several times contacted support, and they remotely reinstalled adobe several times - nothing worked. Finally in the settings I choosed 'disable the new acrobat' and that was the thing which solve my case. Old, but stable. Otherwise - the programme was crap and unusable. Crashed on every single file

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Chetan23677088sx52

Community Manager

Hi @Peteris23470238x3vw

Apologies for the problem being faced. can you please turn back new acrobat and share us the logs so that we can look into the issue

Steps

Close Acrobat
Download and run Diagnostics utility https://helpx.adobe.com/acrobat/kb/acrobat-diagnostics.html
Select Start Diagnostics.
Now Open Acrobat and reproduce the issue.
Select Stop Monitoring, and share the log ID with us.

Thanks

Chetan

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rodrigo_9812

Participant

I'm in the same situation, don't know what else to do. Changed to a thinkpad laptop much more powerful and now everytime I need adobe it just crashes.

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Chetan23677088sx52

Community Manager

Hi @rodrigo_9812

Apologies for the problem. can you please share us the logs so that we can investigate this issue further

Steps

Close Acrobat
Download and run Diagnostics utility https://helpx.adobe.com/acrobat/kb/acrobat-diagnostics.html
Select Start Diagnostics.
Now Open Acrobat and reproduce the issue.
Select Stop Monitoring, and share the log ID with us.

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C D220961859js0

Participant

Hi. We fixed this problem by uninstalling then installing an older version of Adobe Acrobat Pro.

2020 Release (Classic) Version 2020.005.30655

Good luck!

Rgds

Chris T

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Jack157F

Inspiring

I'm having a similar problem. Until a few weeks ago, everything was fine. Now when I bring up Adobe, after a few seconds, I get a mysterious grey box (see attached) and then the Adobe crashes.I've gone through normal uninstalls and the uninstalls on this thread, no luck. I'm running Windows 11. I suspect that a recent Windows update broked something.

This situation is extremely urgent since I can't get any work done on the fillable forms.

HELP!!

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Thomas34460330xri9

Participant

Did you try downgrading to 2020 version as was suggested above? That fixed all of my problems.

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scotts54962872

Participant

Lately, Acrobat PC has been nothing but issues. Harder to add text to a .pdf, have to go to a second menue to combine .pdfs and at lease twice a day it just stops allowing me to open .pdfs. Is there a fix in place for all of this?

Amal.

Community Manager

Hi there,

What is the version of the Acrobat DC you are using? To check the version go to Help > About Acrobat and make sure you have the recent version 23.08.20533 installed. Go to Help > Check for updates and reboot the computer once.

Try to repair the installation from the help menu (Win Only) and see if that works.

Also collect the Crash/freeze logs https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html and share them via any cloud storage. Just upload the log file to the cloud and generate the link and share that link with us for further investigation.

Regards
Amal

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Johannes224655633yj7

Participant

Solved. Out of pure frustration I abanoned forever Acrobat and now have Foxit Pro and it works magically. Thank you Adoe for giving me the final nudge

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C D220961859js0

Participant

Same problem, Adobe Pro hanging on opening .pdfs - 'not responding' message. windows 11. No problems prior to latest Adobe update. This is an expensive program, should be fixed by Adobe. Disappointing customer service

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RobLeisure47

Participating Frequently

Menu in top left corner, and select "Disable new acrobat."

Change 3 settings.
Disabling page cache
Disabling signature verification while document is opened
Turn off “enable protected mode at startup.”

restart

"re-enable New Acrobat"

Seems to be working better for me, but time will tell....

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RobLeisure47

Participating Frequently

I also cleared the Recent List prior to executing the changes.

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Electrijay

Participant

Same problem.. Regardless of what file I open.

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RobLeisure47

Participating Frequently

Same. I ended all sessions of Adobe. Logged into account on-line and end all Active Sessions under "Account and Security" and rebooted system. It's now working better, but it still hangs periodically. Pretty poor software engineering by Adobe for expensive as their product is. Next year I will keep my eyes peeled for the renew, and I may switch pdf programs. This is the worse I've ever seen that is CONSISTENTLY causing productivity issues. I'm even wasting time by helping out other users, b/c of their poor design/windows update integrations.

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Electrijay

Participant

Yeah, and it's always some dumb workaround that they are sure to disable
in the next few updates. Once it was clear my cache every time I opened
a file. Another time, it had to be run with Win7 compatibility in Win
11. Also, there was the time that the display could only be set to 100%
zoom in settings.... It gives me as headache

--

Jason Weaver

[P.I Removed by Moderator]

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rosie3297156422f4

Participant

I have Windows 10 and told Best Buy not to switch me to Windows 11 and I'm still having this problem on Windows 10 ever since the look of Adobe changed a few months ago! The clock just stays on and freezes! Best Buy repair service told me to shut down the computer at night but even they couldn't fix the problem! It's like Microsoft wants to force all of us to use Windows 11 and so they disable Windows 10 too!

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