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

Forum|Forum|2 years ago
January 2, 2024
71 replies
201246 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

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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

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Amal.

Legend

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.

Legend

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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