Participant

Answered

Latest version Acrobat Pro broken? Keeps crashing/not responding...

Forum|Forum|2 years ago
January 2, 2024
70 replies
200802 views

Since about a month my, and my colleges Acrobat Pro (64-bit) version keeps crashing/hanging for some reason. The program is up to date. Last week I found a another new update, but it still very unresponsive. 😞

Is there an easy fix or do we need to go back and install and old version?

Thanks.

Crash or freeze

Correct answer Amal.

Hi there

The 64-bit application is a unified application for Acrobat and Acrobat Reader. If you have installed Acrobat Reader 64-bit and you purchase an Acrobat subscription, the Acrobat Reader 64-bit application will upgrade to become a fully functional Acrobat 64-bit application.

For more info. please go through the help page https://helpx.adobe.com/acrobat/kb/about-acrobat-reader-dc-migration-to-64-bit.html

~Amal

Show previous replies

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pierret18811376

Inspiring

There is a new update today for Acrobat Pro : https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/index.html

A

Alison34937894hgx6

Participant

I have had the same problem for a week now. Every time I try to open a PDF or the application Reader on my MACPro the icon bounces and does absolutely nothing. No error message, no application open and completely unable to get on with my work. I have tried several re-installs, Acro Clean etc to no avail. I have just tried to use the new updates and half way through it asks you to click the version of Acrobat Reader you wish to open - mine is greyed out so I can't then progress - no help at all.

Any advice please. It would seem to me that replacing the download with a 'good' version would be the easiest way for us all to get back to work while Adobe fix the new version. I don't understand why this isn't offered.

A

auditsd11487005

Participant

We have the same problem with 3 of our computers, it hangs and we get the "not responding" and you have to wait for 30-100 seconds and it then works (sometimes) else you crash out.

This only started happening after the last update or so.

J

jasonk32529675

Participating Frequently

I have been having the same problem recently but only mostly with complex PDFs like architectural drawings that we make and use. I disabled the new acrobat and it fixed the problem. CLick on the menue top left and scroll down...you should see an option for 'disable new acrobat'. Just click it and hit ok at the prompt. It limits some templates and other add on functions that seem to have been added and likely causing the problem. Reopened the same file and no issues.

U

uvwxyz0815

Inspiring

me too, my problem is with architectural-drawing-pdf's bigger than 2 MB and with about 20 pages. it helped to stopp exporting layers (i dont need them, but it would be handy for the recipients) - seldom chrashes, but still terrible slwow ...

i am already on the old version - the new one is worse than the old one ... the frickle all time on the ui, but for me it seems, they lack any professional ui-designer ... but big sw-companies dont have them anymore ... just fancy looking ui's from far, but they dont unterstand we have to work with those apps and dont just watch them ... crazy ...

J

jasonk32529675

Participating Frequently

The option to 'disable new acrobat' is in the new version menu...that is what I am working with....I am still using the latest Adobe, but it disables some new add ons I think they built into the program causing the issue....not sure, but it worked.

smcfad5

Participant

I'm having the same problem - mine isn't crashing as much as completely freezing. This is ridiculous for a program people are paying for. I can't even send a document to the printer. Adobe, please fix this ASAP.

robertk52388683

Participant

I have exactly the same problem. It's amazing that there is no help.

M

Marshall34764783aw5f

Participant

Gee, Adobe, clearly there's a problem. Quick roll-out of rollback procedures? Something? Pro indicated an update of some sort earlier today - fine - now crashes on ALL pdf files I open. I've rebooted. Same. I have work to do.

Get this fixed.

M

Marshall34764783aw5f

Participant

After rebooting a couple times I finally was able to get to the Repair tool (before Acobe crashed again). It appears to have worked. Not comfortable with the stability of Adobe, though. This shouldn't happen.

U

uvwxyz0815

Inspiring

i lost at least half a day to fix the problem and your probleme solving might help, but i dont have the time for playing arround for days ... they [cursing removed] and now i pay, but cant use acrobat ... and they just closed my case ... my guess is they made some mistakes with this barriere free stuff ... acrobt tries to read the document for minutes ... i am really [cursing removed] - my whole workflow is broken ... an no help, not even a email adress ... [cursing removed] (and dont dare to remove this message - fix the probleme first!!!)

P

pierret18811376

Inspiring

Acrobat Pro is unusable for me because of this problem.

Do you think this problem is coming from the change of GUI of Acrobat Pro ?

_

_DDB

Participant

⚠️INFO -- I was contacted privately by a fake "Adobe Care" person who tried to convince me to pay 400 USD via Paypal. I did not pay, but be careful for such piracy.

M

melissa34692109sb94

Participant

Tried hotfix patch "fix" put out by Adobe on Jan 4th and didn't help. I'm frustrated that I am paying for something that isn't working and in looking at these discussions this started in December.

M

melissa34692109sb94

Participant

Same. Latest version of Adobe Pro is crashing and I'm getting "not responding" almost every time i open a PDF. frustating

D

David264581669aao

Participant

Getting the same issues with crashing every time any pdf tries to open cant get things done might have to revert to foxit if this cannot be resolved this seemed to happen with a recenty update

claudem84644008

Participant

Same here. Since the last update evey PDF we try to open either we get the "not responding" or the Acrobat freezes. This is impacting multiple systems in our lawfirm. I also noticed that once Acrobat crashes we cannot open another PDF unless we go to task manager and end the Acrobat background process.

Please help!

Amal.

Community Manager

Hi @Sjaak Banaan

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 23.08.2042X 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 https://support.apple.com/en-in/102367 and try using the application there and check.

If it still doesn't work, please remove the application using the Acrobat cleaner tool https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html , reboot the computer and reinstall the application using the direct link https://helpx.adobe.com/acrobat/kb/acrobat-dc-downloads.html

~Amal

S

Sjaak BanaanAuthor

Participant

Hi Amal,

Looks like it's happening with all PDF files, that is also what my colleges are experiencing. Files are on a NAS, but it also happens on my own harddisk. To me at home and at work, so it is affecting several systems. Somewhere else someone noted this is happening to the 64-bit version only... can you confirm this? Is there a link to 32-bit version?

Yes, it is the latest version, just checked again: 2023-008-20421 (64-bit)

My Windows account has admin rights.

Trying the repair function now... but I'm not feeling confident that this will fix it, since it is only atleast 3 systems at work. I didn't ask the rest of them...

Amal.

Community Manager

Hi there

Please try to remove the application using the Acrobat cleaner tool https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html , reboot the computer and reinstall the application using the direct link https://helpx.adobe.com/acrobat/kb/acrobat-dc-downloads.html and see if that works.

If it still doesn't work, please 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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