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Jen3887003659ug
Participant
July 29, 2024
Question

Abobe Acrobat instantly crashing when opening PDFs with comments in

  • July 29, 2024
  • 3 replies
  • 4522 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.

    3 replies

    A
    alexis_5864
    Participant
    April 10, 2025

    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
    Community Manager
    Tariq AhmadCommunity Manager
    Community Manager
    April 10, 2025

    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
    August 8, 2024

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

      T
      Community Manager
      Tariq AhmadCommunity Manager
      Community Manager
      July 29, 2024

      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

      _
      _Mark!
      Participant
      August 6, 2024

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

      T
      Community Manager
      Tariq AhmadCommunity Manager
      Community Manager
      August 6, 2024

      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.


      @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

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