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danp10605781
danp10605781
Participant
October 6, 2018
Question

Crashing on latest Acrobat Pro DC Version: 2019.008.20071

  • October 6, 2018
  • 2 replies
  • 1373 views

I signed up for a free week trial of Adobe Acrobat Pro DC and it has been completely unusable.

The program would randomly close/crash upon doing anything. I'll open the program and I have a small window of time (seconds) until the program we just silently force quit. No crash report or anything, the program just quits.

This topic has been closed for replies.

2 replies

Ayush__Jain
Adobe Employee
Ayush__Jain
Adobe Employee
October 10, 2018

Hi danp10605781 ,

Sorry for the issue that you are facing while using Adobe Acrobat Reader.

I would request you to kindly share the Crash dumps when Reader Crashes for you.

Here is how you can collect the crash dump :

When Reader Crashes (If you get this error message "Adobe Reader has stopped working") , Can you please share with us the Crash Logs .

For Getting the Crash Logs:

a.      When Acrobat Reader Crashes , Open Windows Task Manager

b.      -> Got To Processes, There you can see a process "Adobe Acrobat Reader DC" / AcroRd32.exe

c.      Right Click on this process and click "Create Dump File"

d.      Dump file will be created in the Temp folder of user (as specified on the dialog you get after creating dump files).

e.      Save this DMP file on any Cloud Storage and Share the link for that with us on mail at ajain@adobe.com

If you Do not get a Acrobat/Reader crash report dialog, we may need to enable Automatic Dump creation for you.

For that,

Create the following registry key :

Windows Registry Editor Version 5.00

[HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\Windows Error Reporting\LocalDumps]

"DumpFolder"=hex(2):43,00,3a,00,5c,00,64,00,75,00,6d,00,70,00,73,00,00,00

"DumpCount"=dword:0000000a

"DumpType"=dword:00000002

  1. Create the registry key LocalDumps if it is not present already as mentioned above
  2. Reproduce the problem (i.e. make the application crash).
  3. Locate the crash dump file in C:\dumps
  4. Share the crash dump file.

We will try to analyze your issue on priority once you share this information with us.

Thanks,

Ayush Jain

danp10605781
danp10605781Author
Participant
October 10, 2018

I created and imported the registry key. However, no crash dump file gets generated.

The application simply shutdowns without any error windows or processes.

I can record it happening if needed, but it's really just that. I open Adobe Acrobat DC and after ~11 seconds of the application being open- it closes.

I am able to create a dump file from the task manager, however it's created before the application 'crashes'.

So I assume that will be useless. (It's also 212 MB in size)

V
Adobe Employee
Vishal@PDF
Adobe Employee
October 6, 2018

Acrobat team has a identified a fix for the print issue which has recently surfaced (with Oct 2 update).

We are evaluating the fix currently and will roll out patch soon.

-Vishal

    danp10605781
    danp10605781Author
    Participant
    October 9, 2018

    Hopefully, the update is pushed soon. The recent version '2019.008.20074' has not fixed anything in regards to the application being completely unusable. As it is crashing every single time on open within seconds of use.

    Tomorrow I'm attending an Adobe accessibility workshop hosted by Adobe Acrobat Staff. It's going to be embarrassing when no one will be able to use the application.

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