Participant

Question

Abobe Acrobat instantly crashing when opening PDFs with comments in

Forum|Forum|1 year ago
July 29, 2024
3 replies
4526 views

Hi, have an issue with Adobe Acrobat which has been installed with the latest version, repaired, reinstalled etc. When opening a PDF with comments in, it will flash open for a split second and then immediately close.

Event viewer is showing a faulting modile path of : \Adobe\Acrobat DC\Acrobat\Acrobat.dll

Fault code: 0x35f4

Colleagues are also having the same issue. The only work around we have found is to open a PDF document with no comments, and then open the one with comments and we can then work on it. This is not idea and there is a fault somewhere causing this to happen.

We have already worked through a few articles which suggest changing settings in preferences (unticking options for show online storage etc) as well as disabling security options etc which have had no effect.

Please advise.

A

alexis_5864

Participant

Hi @Tariq Ahmad ,

We have users experiencing this issue. Will there be a software fix available for this? None of the suggested solutions in this chat have worked to resolve the issue.

T

Tariq Ahmad

Community Manager

Hi @alexis_5864,

Sorry for the troubled experience, and thanks for reaching out.
If you had a chance to read through this discussion, we have been trying to get logs and more details about this issue. Sadly, we have not been able to reproduce it in-house.

Let me know if you and your affected user will be available for a debugging session next week?

Thank you for your patience and support.

~Tariq

D

dawson_8105

Participant

Same issue, PDFs with comments will not open unless Adobe is open already. Any fix yet?

T

Tariq Ahmad

Community Manager

Hi @Jen3887003659ug

Sorry for the trouble you and your colleagues are experiencing.
Please share a screenshot of the error. Use this link: https://helpx.adobe.com/acrobat/kb/acrobat-diagnostics.html to collect crash logs and share the unique ID of the log. It would be helpful if you could also share the following:

OS name and version
Acrobat version installed.
Screenshot of the error.
A screen recording, if possible, of how this crash occurs.

Will be waiting patiently to look for more information.

~Tariq

J

Jen3887003659ugAuthor

Participant

Hi Tariq,

There is no error that is given for this, when you open the PDF it opens for a split second and then closes there is no error what pops up and the event log just shows this which is listed under an "application error" Event ID 1000.

Version: Adobe Acrobat (64-bit) 24.002.20965

OS: Microsoft Windows 11 Pro, 64-bit

I will run the diagnostics and upload as well, thanks.

T

Tariq Ahmad

Community Manager

Hi Tariq,

Unique ID for the diagnostics: 385412e2-8dda-41b4-8d8b-8bf7b857b5e0 I have also uploaded a gif of what happens when files are opened. It appears that if a document with no comments is opened before one with comments, the one will comments will operate as normal.

If Adobe is already open and you open the file from there it works fine, however if the file is opened directly from my documents it displays this behaviour across multiple devices.

Tried the repair as mentioned, same behavior as the above, thanks.

Thanks for sharing the details and the results of the troubleshooting steps suggested.
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