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Adobe Acrobat shuts down a few seconds after launching

Forum|Forum|2 years ago
February 6, 2024
22 replies
70192 views

Hi, i have an account with Adobe Acrobat Standard. I can login online and use it that way but if i open Acrobat locally it shuts down after a few seconds. I have a feeling it's not letting me Sign In, as i can see the Sign In button at the top before it shuts down. I has been running this on my computer for some time before this started to happen. I did also have this problem previously (months ago) and an uninstall, clean and reinstall worked to fix it.

This time around, I uninstalled Acrobat, ran the cleaner https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html restarted my PC, downloaded the 64 bit version of Acrobat Standard here https://helpx.adobe.com/au/acrobat/kb/acrobat-dc-downloads.html installed it and the identical problem still exists.

Can someone please help?

Installation

Correct answer Willie_Eyles9086

I found that there was a bug with Adobe thinking I was logged in to the maximum number of accounts already (for me, two). I had logged in on my desktop and laptop, and after updating on my desktop, it didn't recognize it as the same login, so every time it tried logging in, it was treating it as a third device and auto shut down the app. I logged out of all devices using the solution below

Solution 4: Launch Distiller and check if Acrobat is activated

1. Press Windows key + R to open the Run command window. In the Open box, type acrodist and then click OK.

2. If Acrobat is not activated, you will see a warning message followed by a Sign In Required dialog box. Click the Sign In Now button and follow the onscreen instructions to complete the sign-in process.

3. After you complete the sign-in, the product is activated. Close Distiller, and then launch Acrobat and see.

Show previous replies

S

Suzanne Graves

Participant

Tried everything including reinstalling to the latest version of Adobe Acrobat 2024.002.21005. Still crashing. Tried Windows 7 compatibility mode still crashing. I cleared all the credentials under credential manager for Adobe and it was still crashing. What works was clearing all the credentials that said adobe from credential manager plus then afterwards running Adobe in Windows 7 compatibility so i could finally get the sign in box to pop up. That did that trick. It was running slow so I disabled compatibility mode. Adobe still runs after disabling compatibility mode. This should have been fixed with this new release. Hopefully my experience with this helps others.

My solution:

1 . Update to latest version of Adobe Acrobat

2. Clear all references to Adobe under Credential Manager.

3. Open Adobe Acrobat using Windows 7 compatibility mode.

4. You can revert back to disabling compatibility once you have successfully signed in and closed Adobe.

I am hoping that it stays like this for a while and that Adobe solves this issue so people don't have to go through all these hoops to get it working.

S_S

Community Manager

Hi @Suzanne Graves,

Hope you are doing well. Sorry for your experience!

Would you mind updating the application to the latest version (2024.003.20112) and letting us know if you are still experiencing the issue?

To do so, go to Menu-> Help-> Check for updates.

If you experience the same issues on the latest version, please help us gather the logs from your machine: https://helpx.adobe.com/acrobat/kb/acrobat-diagnostics.html. Please make sure Procmon is selected. You can upload logs using this tool and share your Unique log ID with us.

Look forward to hearing from you.

-Souvik

S_S

Community Manager

Hello Everyone,

Our team would like to have a small call with you to try and test a fix.

Please let me know if you are willing to get on a small session with me, and we can test the fix over call and share the feedback to the team.

Thanks,

Souvik

M

marcela_2608

Participating Frequently

Hi Steve,

Did you get any solution for the PDF problem?

C

Christophe29804756cptc

Participant

FWIW, I just tried to run it as compatible with Windows 7 and it solved the problem (no need to run as administrator).

YMMV.

I find it shocking that I (no IT expert) have to randomly try to troubleshoot this piecve of junk software, with no support from Adobe themselves.

This is a very well published issue that plagues many many users, but you guys do not care. Sigh.

S

Steve KellawayAuthor

Participating Frequently

I changed Acrobat.exe to Windows 7 Compatibility Mode as well and was instantly able to resign in and now it works perfectly again. Sigh, long winded, tedious road for such a simple fix.

S

stu_5745

Participant

I have encountered a similar issue using Windows 10.

When I attempt to open any PDF file from a local hard disk, my adminstrator account works, but my (non-administrator) user account crashes the application.

Version: Adobe Acrobat Reader Version 2024.002.20991 | 64-bit

Windows update is up to date.

This is consistent when using my (non-administrator) user account, and is not specific to any one file. The result is the same for all PDF files.

If I "Run as administrator" in the non-admin account, the result is:
DDE Server Window: Windows - Application Error
The instruction at 0x0000000059BC767E referenced memory at 0x0000000000000000.
The memory could not be read.
Click on OK to terminate the program
Click on CANCEL to debug the program
[OK] {Cancel]
[Cancel] attempts to go to the internet.
[OK] exits.

Either using File Explorer to double-click on a file, or double-clicking a file in the recent files list within Adobe Acrobat Reader has the same result.

The menu option "Plugins" is greyed out in both accounts, so no plugins have been enabled.

I've tried various suggestions that I found online, including repair the installation, without any success.

There are 4 types of recommendations in the log file:
Consider modifying policy using this policy rule: SECTION_ALLOW_ANY
Consider modifying policy using these policy rules: EVENTS_ALLOW_ANY
Consider modifying policy using this policy rule: MUTANT_ALLOW_ANY
Consider modifying policy using these policy rules: FILES_ALLOW_ANY or FILES_ALLOW_DIR_ANY

I haven't found any reference online that states how to modify these policy rules.

The log file is attached.

Any help is appreciated.

2024-08-10_AdbeAcrobatBroker.zip

S_S

Community Manager

Hi @stu_5745,

Hope you are doing well. Sorry for your experience with Acrobat!

I investigated the log file, and here are my observations:

The log file indicates multiple instances of STATUS_ACCESS_DENIED errors related to various system resources, such as sections and events, while running Adobe Acrobat in Protected Mode.

Also, these were a few observations:

NtOpenSection Errors: Several attempts to open sections like \\KnownDlls\\uxtheme.dll and \\Sessions\\6\\Windows\\ThemeSection were denied.
OpenEvent Error: The attempt to open an event named HookSwitchHookEnabledEvent was also denied.
NtCreateMutant Error: There was a denial when attempting to create a mutant object.

Here is the solution based on the log suggestions.

The report suggests changes to the below policies.

SECTION_ALLOW_ANY: For NtOpenSection errors.
EVENTS_ALLOW_ANY: For OpenEvent errors

Solution 1: Change Protected Mode Policy File

Acrobat's Protected Mode uses a PMAcrobatBroker.policy file usually located in the installation directory. This file defines the security rules.

Edit the Policy File:

Open the PMAcrobatBroker.policy file in a text editor with administrative privileges.
Add or modify the rules to include the necessary permissions,

SECTION_ALLOW_ANY = \\KnownDlls\\uxtheme.dll, \\KnownDlls\\combase.dll, \\Sessions\\6\\Windows\\ThemeSection, \\Windows\\Theme2469558552
EVENTS_ALLOW_ANY = HookSwitchHookEnabledEvent

3. Save the file and restart Adobe Acrobat for the changes to take effect

Solution 2: Adjust System Security Policies

If Protected Mode policies are managed through your system's Group Policy or security settings, you may need to adjust these settings to allow access to the necessary resources.

Open the Group Policy Editor (gpedit.msc) or the Local Security Policy Editor.
Navigate to the relevant sections where application rules are defined.
Add or modify rules to allow access to the specific DLLs, events, or other resources that are being blocked.
Apply and save the changes.

Note: Please keep a backup of the policy files if you need to revert the changes.

Hope this helps.

-Souvik

S

stu_5745

Participant

Thank you for the quick response, Souvik.

WRT Solution 1:
There is no Policy File PMAcrobatBroker.policy in the installation directory, which is at "C:\Program Files\Adobe\Acrobat DC\Acrobat".

WRT Solution 2:
Windows 10 Home does not have Group Policy Editor (gpedit.msc) or Local Security Policy (secpol.msc).

Is there any other way to set or change the policies on Windows 10 Home?

S_S

Community Manager

Hi @Paul389464698zvo @bret38877396tim5, Sorry for the experience!

The team is already working on getting this fixed.

Would you mind sharing crash logs with us to expedite this?

Please use this link: https://helpx.adobe.com/acrobat/kb/acrobat-diagnostics.html to collect crash logs and share the unique ID of the log.

Thanks,

Souvik

B

bret38877396tim5

Participant

I have found that if you use Google Chrome as your default browser pdf files will only open for a few seconds before disappearing. I tried using Firefox as my browser and I am able to at least access the pdf files and they do not disappear . There doesn't seem to be a sign in screen, the file just opens.

S

samitysamx38798696aux8

Participant

For anyone finding this issue (Acrobat instantly exits shortly after opening, or after attempting to sign in), try this:

Close Acrobat if its open.
Find the Acrobat application file on your PC (usually under C:\Program files\Adobe\Acrobat AC), it should be called Acrobat.exe (you can right click the Acrobat shortcut and 'open file location' if you aren't sure.)
Right click the Acrobat.exe application file, and select properties. In the properties window, select the 'Compatibility' Tab and check 'Run as Administrator', also select 'Run this application compatibility mode' for Windows 8.

Then try again.

For Adobe Support:
My guess is the 'sign in' pop up is making a call out to the OS to open the Sign in page, which windows is preventing, and whatever is handling that pop up is causing an unhandled exception, or force exiting.

S_S

Community Manager

@samitysamx38798696aux8 Thanks for sharing this.

I have forwarded it to the team for verification.

Best!

Souvik

J

Jonathan38497920j612

Participant

I'm also having the same issue. This is extremely frustrating as I need this for work. Hopefully this is resolved soon.

Amal.

Community Manager

Hi there

Hope you are doing well.

This is work under progress, we will share the update as soon as we get any information from the engineering team.

Thanks for your patience.

~Amal

W

William38662473yi93

Participant

I am having the same issue, adobe closes within seconds of opening it. I am up to date on all updates

K

Kevin ISK

Participant

For me, this is a sign in issue. I encounter this problem whenever I switch between my computers as only two devices can be logged in at a time. I use Windows computers and on my Windows 11 PC, I have to change Acrobat's compatibility mode to Windows 7. This allows the Sign In window to appear successfully. I can then sign out of other computers to so that I can use my current device.

T

Taylor36743335kofb

Participant

how do you change compatability mode?

kglad

Community Expert

@Taylor36743335kofb

right click the exe or shortcut icon > click properties > compatibility

Amal.

Community Manager

Hi @Steve Kellaway

Hope you are doing well and sorry to hear that

Is this an issue with a particular PDF file or with all the PDFs? Please try with a different PDF file and check. If the file is stored on a shared network/drive please download it to your computer locally and then try again.

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 23.08.20355 installed. Go to Help > Check for updates and reboot the computer once.

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

Please try to reset the Acrobat preferences as described here https://community.adobe.com/t5/acrobat-discussions/how-to-reset-acrobat-preference-settings-to-default/td-p/4792082

You may also try to create a new test user profile with full admin rights in Win or enable the root account in MAC and try using the application there and check.

~Amal

S

Steve KellawayAuthor

Participating Frequently

Hi Amal,

This is a problem with all PDF's. When Adobe Acrobat starts, I can see Acrobat start, then a white box with the heading 'Adobe Acrobat' appears for about 1 second and then the whole probram shuts down.

Version: Installed Apps shows the version as 23.008.20555 (not 23.008.20355 as per your post) - is this a problem?

"Also try to repair the installation from the help menu (Win Only) and see if that works." - I don't know how to do this. Do you have any instructions i can follow?

Preferences: I have moved the "Preferences" folder and rerun Acrobat with the same results. I have deleted the DC folder in the Registry, started Acrobat with the same result.

I do have another account i can log in to and weirdly I can use Acrobat on that account. However I need Acrobat to run on the account i am currently on.

Amal.

Community Manager

Hi there

We are sorry to hear that the issue still exists, As you have the most recent version 23.08.20555 installed would you mind collecting 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

S

Steve KellawayAuthor

Participating Frequently

ANYONE? HELP PLEASE!!???

Show more replies

Solution 4: Launch Distiller and check if Acrobat is activated

1. Press Windows key + R to open the Run command window. In the Open box, type acrodist and then click OK.

2. If Acrobat is not activated, you will see a warning message followed by a Sign In Required dialog box. Click the Sign In Now button and follow the onscreen instructions to complete the sign-in process.

3. After you complete the sign-in, the product is activated. Close Distiller, and then launch Acrobat and see.

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