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Acrobat always crashing all my PC

New Here ,
Jun 20, 2024 Jun 20, 2024

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Hello everyone,
 

Over the past month, I've been experiencing frequent crashes on my PC when using Acrobat Reader Pro alongside Microsoft Edge. Typically, this happens when I've been reading for an extended period and then switch to the browser, causing Edge to crash and my entire PC to display a black screen.

I've tried various solutions to resolve this issue, including running "sfc scannow" and "CHKDSK" commands in Windows, as well as uninstalling Acrobat Reader. Unfortunately, none of these attempts have been successful. Occasionally, when I close Acrobat after Edge crashes and my PC becomes unresponsive, I encounter an error message that says "Exception unknown software exception (0xe0000008)."

I'm currently using Windows 11 and would appreciate any advice or further steps I can take to fix this persistent problem.

 

Thank you.

TOPICS
Crash or freeze , General troubleshooting , Modern Acrobat , PDF

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Adobe Employee ,
Jun 20, 2024 Jun 20, 2024

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Hi @Samuel Santia351718434hda 

 

Hope you are doing well and thanks for reaching out.

 

What is the version of the OS and the Acrobat DC you are using? To check the version go to Help > About Acrobat and make sure you have the recent version 24.02.20857 installed. Go to Help > Check for updates and reboot the computer once and see if that works.

 

If it still doesn't work, would you mind collecting the Adobe CC logs https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html , Procmon logs (Win Only) https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html and Crash/freeze logs https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html 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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