Participating Frequently

Answered

Adobe Acrobat Pro (x64) crashing when opening PDFs after 25.001.20577 update

Forum|Forum|6 months ago
July 22, 2025
3 replies
2616 views

One of my end users sent the following message, "Each time I open a .pdf, it locks up, shows not responding, and then I have to close the file."

No other Adobe Acrobat Pro x64 programs on other computers yeilded the same errors and are on the same version. Makes no sense. The settings are all the same across the board.

Correct answer lisak81424561

Hello,

@Ethan39008362himt @lisak81424561 @prog_4670

I'm following up to see if you are still experiencing this issue or if it is no longer reproducible on your machine.

Please ensure your copy of Adobe Acrobat is updated. To check for any pending updates, launch Acrobat > Help > Check For Updates. Several updates have been released since, with some changes in this area.

If the issue is still reproducible, kindly help us with diagnostic and crash logs:

Diagnostic logs:

Run the Adobe Diagnostic Utility

Download the utility from this link: https://adobe.ly/4nqkAbE
Open the tool and click Start Diagnostics.
Ensure Advanced Logging is enabled.
Launch Acrobat and reproduce the crash or freeze (open the “What’s New” window).
Once the issue occurs, return to the utility and click Stop Monitoring.
Copy the Log ID shown and share it with us here.

Crash logs:

Collect Crash Logs. If Acrobat is crashing (and not just freezing), we also need 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.

Both types of logs are required.

Best regards,
Tariq | Adobe Community Team | Meet Acrobat Studio

After uninstalling and reinstalling a couple of times, I have gotten it working again for now. I have downloaded another pdf program that I will move to permanently if it happens again and that program has no issues. I am more familiar with Adobe but I cannot go through this time wasting process again.

lisak81424561

Participant

I too am having issues with Adobe Acrobat (64-bit) every single time I have to open a pdf and I rely on this program as I open pdf's and work with them consistently every day. This has slowed my ability to work down to a snail's pace just trying to get the program to work correctly. It is not on a network so that is not the problem. I have repaired the installation and that did not change anything. I reboot the system and try again and again, the same issues exist. I open a pdf and it freezes immediately. If it ever unfreezes, any further action other than trying to close it, causes it to freeze up again. For what we pay for these programs, they should work. I used to be able to get a ton of work done and this is super frustrating.

lisak81424561

Participant

Also noting that I have version 25.001.20577 as well which is the one that is not working.

E

Ethan39008362himtAuthor

Participating Frequently

Is this on your personal computer or with a company?

Try completely uninstalling adobe, restarting your computer, then reinstalling it.

If you have a company managed computer, try having tech support uninstall it from their patch/device manager then reinstalling it through that.

What version of windows are you running, windows 11 24h2?

J

jordan_3527

Participant

I'm also having several end users experiencing slowness, not responding issues since the July update. Nothing in our environment has changed other than the Adobe update. Repairs, restarts of services, restarts, shut downs, nothing has worked.

E

Ethan39008362himtAuthor

Participating Frequently

I only have 1 end user experiencing it, and I cant get back with them for 3 hours, maybe it has something to do with the plug-ins with outlook and excel. Do you use 32bit excel and classic outlook?

J

jordan_3527

Participant

64 bit across the board! We use CCH Engagement and it's rough there especially. But even launching it and a normal PDF from like, their OneDrive that's synced locally and in the cloud. It'll open, temporarily not respond, then let them go. it'll do that here and there while they're in a document. Again, this started ramping up after this July update with Adobe 😞

T

Tariq Ahmad

Community Manager

Hi @Ethan39008362himt,

Thanks for reaching out, and sorry for the troubled experience.

If the file is located on a mapped network drive or cloud drive, try copying it to a local machine and opening it again.
If the issue persists, try repairing Acrobat(Windows only). Launch Acrobat > Help > Repair Acrobat installation.

If the issue is still reproducible, try disabling Protected Mode (for troubleshooting only):

If you’re facing issues with opening or interacting with PDFs, temporarily disabling Protected Mode can help identify the cause.

On Windows:

Go to Edit > Preferences > Security (Enhanced)

Uncheck “Enable Protected Mode at startup.”

Click OK and restart Acrobat.

On macOS:

Go to Acrobat > Preferences > Security (Enhanced)

Uncheck “Enable Protected Mode at startup.”

Restart Acrobat.

⚠️ Important Disclaimer:

Protected Mode is a security feature that helps prevent malicious content in PDFs from affecting your system. We recommend disabling it only for testing purposes. Do not open files from unknown sources while it’s off. If this step resolves the issue, we can guide you toward a safer, permanent fix.

If the issue is still reproducible, we need your help with logs:

Please follow the steps below to collect diagnostic information:

Step 1: Run the Adobe Diagnostic Utility

Download the utility from this link: https://adobe.ly/4nqkAbE
Open the tool and click Start Diagnostics.
Ensure Advanced Logging is enabled.
Launch Acrobat and reproduce the crash or freeze (open the “What’s New” window).
Once the issue occurs, return to the utility and click Stop Monitoring.
Copy the Log ID shown and share it with us here.

Step 2: Collect Crash Logs (if applicable)

If Acrobat is crashing (and not just freezing), we also need 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.

Once we have this information, we can escalate the issue appropriately and work toward a resolution. Thanks so much for your patience and cooperation — we’re here to help.

Best regards,
Tariq | Adobe Community Team

E

Ethan39008362himtAuthor

Participating Frequently

Thank you for the follow up. I was unable to do anything with Adobe, as just opening the app caused a crash and it wouldn't give the crash logs.

I was able to repair the installation, but that didn't change anything.

When trying to uninstall, the screens just go black even if I wait for the administrator popup. Have to ctrl+alt+del to return visibility.

We are trying to uninstall through our patch manager, but it also looks like it's having trouble as the automation hasnt started yet.

I was able to get the default set to Edge until this problem is resolved.

Sign up

To post, reply, or follow discussions, please sign in with your Adobe ID.

Sign in to Adobe Community

To post, reply, or follow discussions, please sign in with your Adobe ID.

Scanning file for viruses.

This file cannot be downloaded