Users working on PDF file, suddenly we will receive the error popup, and we are not able to do anything. We need to fully end the session and reconnect.

Hi BaniVerma, 

We are assigning specific licenses to users on individual accounts. When the Adobe error pop-up appears, users are unable to proceed. If they click either “Send report” or “Don’t send,” all open PDF files are closed.

We have updated Adobe, but the issue persists and is impacting production. Could you please suggest a workaround or any additional steps we can take to resolve this?

The files are stored on a shared drive, and users must work directly from that location due to policy restrictions that prevent working on local machines.

Hi Astonishing_critic48ef,

Thank you for reaching out, and we understand how disruptive this is. Losing progress on a 500- to 1000-page file is a significant setback, not a minor inconvenience.

Here's a troubleshooting sequence worth working through in order:

1. Turn on Autosave. In Acrobat, go to Preferences > Documents > Save Settings, and enable Automatically Save Document Changes To Temporary File Every X Minutes, with a short interval given the file size. This protects your work if the power goes out, saving changes to a temporary file you're prompted to recover on relaunch. A crash is a similar kind of unexpected shutdown, so the same prompt may appear, though we can't promise that specifically. If it does work the same way, you'd only lose a few minutes of edits instead of the whole session.

2. Try working from a local copy instead of the network drive directly. Could you copy the file to the VM's local disk, edit it there, then copy it back to the network location when you're done? Copying files locally before editing has helped resolve similar Acrobat crashes involving network and cloud drives, so it's worth ruling out here too.

3. Reduce the file's working size. For a 500 to 1000-page file, go to file> Save as Other > Reduced Size PDF, or Tools > Optimize PDF for more control over image downsampling, font subsetting, and discarding unused objects. If the content allows it, splitting the file into smaller sections with Organize Pages and working on those separately is also worth trying.

4. Confirm the update and installation are healthy. Check Help > About Adobe Acrobat for the installed version, then Help > Check for Updates. If you're already up to date, try Help > Repair Installation (Windows).

5. Check the licensing model on these VMs. Named User Licensing is supported in virtual environments; Shared Device Licensing is not permitted there at all. If these machines are set up with Shared Device Licensing, that itself needs to change, since Acrobat isn't meant to run that way in a VM. We support Acrobat in virtual environments, including Azure, on a best-effort basis; we can't guarantee the same performance or stability as a standard desktop deployment.

If it still happens after all of the above: collect the crash logs and share them with us, here's how: https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html. At that point, we'd want the exact Acrobat version and whether the crash occurs with the local copy as well, so we can look into it further.

Thanks,
^BS

This is a crash of Acrobat - this means that when you see this, Acrobat is no longer running. Make sure you are running the latest version (check for updates in the Help menu). Other than that, save your work often, and report this as a bug to Adobe: https://www.adobe.com/products/wishform.html