Abobe Acrobat instantly crashing when opening PDFs with comments in

[Jen3887003659ug]

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.

[Tariq Ahmad]

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

[Jen3887003659ug]

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.

[Tariq Ahmad]

Thanks for the swift response, @Jen3887003659ug 
When you run the diagnostic, please provide the logs and let us know when this issue started.

Before you run the diagnostic, try the following - 

• Launch Acrobat.
• Click on the Hamburger icon (New UI) or Help. > Repair installation
• Once the repair is done, try restarting if possible.
• Try reproducing the issue if it is reproducible. Please run diagnostics. 

~Tariq

[Jen3887003659ug]

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. 

[Tariq Ahmad]

Thanks for sharing the details and the results of the troubleshooting steps suggested. 
I have sent you an email using the email ID registered in Adobe Community, please check.  

[Olaf23505546gi3n]

I am having the same problem with several computers in my company. I tried uninstalling Adobe Reader, clean with the "AcroCleaner" tool, reinstall via the online installer but same issue afterwards. As the OP said, it helps to open a document without comments and then leave the application running to open commented PDFs. Any recommendations for a fix already?

[IT-Dept-at-a-place]

Hello Tariq Dar,

I think I have some users experiancing the same crash as Jen.

In the last few days, 3 users cannot open SOME PDFs (This is not all PDFs).

When trying to open the PDF, the file will start to load part of the doucment, then everything freezes and then Adobe Acrobat closes with no messages.

I attached Windows Event logs related to the crash.

If I log into the same computer with a different Windows Profile, I can open the documents the user cannot.

I can open the document under the users Windows Profile without an issue using Chrome or Edge.

I can open the documents on other computers using older versions of Adobe Acrobat...

Some of these docuemnts are 8 months old that the users used to open and they generated.

There is at least 1 document that was emailed to us from an external client that also has the same failures.

This definitly seems to be an issue from an update pushed to Adobe Acrobat in the last few days.

Because this issue doesn't happen under other Windows Profiles, I can see how the Adobe team may have trouble reproducing the issue.

From what I can see, the only way Adobe can reproduce the issue is if one of the Adobe team members has this issue with specific docuemnts. Adobe support would have to troubleshoots that computer under that specific Windows Profile.

 

 

[Olaf23505546gi3n]

Workaround for me was to install Foxit Reader on the machines where Adobe Reader crashes and make it the default for PDF ...

[_Mark!]

We've also encountered exactly the same issue as described in the original post and by IT-Dept-at-a-place.

[_Mark!]

Uninstalling Adobe Acrobat and removing all related AppData files fixes the issue for moment, but when the app has been restarted 2-5 times it starts crashing again when opening documents with comments.

[Tariq Ahmad]

@IT-Dept-at-a-place @_Mark! 

Sorry for the troubling experience. 

Could you share a few sample files that exhibit the behavior? If you don't want to share publicly, please click on my profile and choose "Private Message." 

In the meantime, try this tool: https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html to collect crash logs and share either logs or a Unique ID for logs. 

Thanks for your patience and the help. 

~Tariq

[Olaf23505546gi3n]

It's definitely to do with comments in the document. The crash appears at the same time when the "comments" tool should open. If you just open a document without comments it opens fine and even if you leave the AR application open and just close the tabs, it still works. Until you close the application entirely and open a document with comments again. But that is not helpful for the average user.

[dawson_8105]

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

[alexis_5864]

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. 

[Tariq Ahmad]

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