Acrobat crashes using export function

[Tollundium]

Issue:

I've had this issue for a while now. The problem arises when I need to convert a PDF to, e.g., Word.
Tools > Export PDF > Open > [e.g.] Word Document > Export > Save as [e.g.] Desktop > Save As [Filename]
A popup window appears [Initializing export engine] and Acrobat freezes completely. No way to close it or cancel (except of course in the Task Manager). But another thing occurs when closing through the Task Manager: All file and folder names disappear on mouse rollover (and in document file names - even in Notepad documents). And in Task Manager all app names and processes running are blank - except the app icons are visible.

System:

Adobe Acrobat Pro | Version 2022.003.20310 | 64-bit

OS: Edition Windows 11 Pro
Version 22H2
Installed on ‎9/‎30/‎2022
OS build 22621.1105
Experience Windows Feature Experience Pack 1000.22638.1000.0

PC: Processor AMD Ryzen 9 3950X 16-Core Processor 3.49 GHz
Installed RAM 32.0 GB
System type 64-bit operating system, x64-based processor

Steps taken:

1. Restarted computer
2. Updated Acrobat to latest version
3. Repaired Acrobat installation [Help > Repair Installation]
4. Clean-installed Adobe suite
5. Run Acrobat as administrator

No luck... Any suggestions?

[Tollundium]

I forgot to attach an image of what it looks like when file and folder names disappear...

[Amal.]

Hi @Tollundium 

Hope you are doing well and sorry to hear that

Is this an issue with a particular PDF file or with all the PDFs? Please try with a different PDF file and check. If the file is stored on a shared network/drive please download it to your computer locally and then try again.

As you have the latest version please try to repair the installation from the help menu (Win Only) and see if that works.

Please try to reset the Acrobat preferences as described here https://community.adobe.com/t5/acrobat-discussions/how-to-reset-acrobat-preference-settings-to-defau...

You may also try to create a new test user profile with full admin rights in Win and try using the application there and check.

Regards

Amal

[Tollundium]

Hi Amal,

Thanks so much for your response and suggestions.

PDF: No, the issue persists with all PDF-file conversions. I've tried PDFs with 200+ pages of text, image-heavy PDFs, text-only PDFs, one-page PDFs. All have the same issue of freezing up everything. So no luck.

Repair installation: I already tried to repair the installation from the the Acrobat Help menu (see above). No luck. I've also tried to repair the installation in Windows (i.e., Apps > Installed apps > Adobe Acrobat (64-bit)) > Modify > Next > Repair Installation. No luck.

Restoration od Acrobat Prefences Folder: Windows Preferences
C:\Users\User(me)\AppData\Roaming\Adobe\Acrobat contents moved to temporary folder on desktop. Restarted Windows. No luck and restored files to the original folder.

Test user: Settings > Accounts > Other Users > Add other user > Created Standard User account type. Set up Acrobat there... no luck.

Any other suggestions?

[Amal.]

Hi @Tollundium 

Would you mind collecting the Adobe crash logs as described here https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html and share the logs via any cloud storage? Just upload the logs to any cloud storage > create the link and share that link with us for further investigation.

~Amal

[Tollundium]

Hi Amal,

Sure, here it is: https://www.dropbox.com/s/xvx1gdbzhbh3lus/dumpfile.zip?dl=0.

[Amal.]

Hi @Tollundium 

Thanks for sharing the logs, I have shared the same with the development team for review.

Will share more information as soon as I hear anything form them.

Thanks for your time and patience.

Regards

Amal

[Amal.]

Hi @Tollundium 

Our engineering team is working on the issue and would also require a sample PDF file which is causing the issue as it's not reproducible at our end.

Thanks for your time and cooperation.

Regards

Amal

[Tollundium]

Hi Amal,

As mentioned, at my end at least, the issue seems to be file agnostic - it happens every time and the problem has persisted for at least three-four months. I've attached a PDF file that I've just tried it on. Freezes Acrobat upon export at the "Initializing export engine" stage.

[Tollundium]

And here is a directory screenshot after attempting a file export - file and folder names simply disappear... It only happens in Acrobat.

[Tollundium]

Oh, I forgot to mention... I need to reboot every time to bring back file names (which makes the issues, er, inconvenient - to say the least).

[Tollundium]

Do you think there's any way to escalate this? I'm quite a heavy user of this particular Acrobat feature...

[Amal.]

Hi @Tollundium 

Thanks for sharing the required sample PDF file. I have shared the same with the development team for review. will share the update as soon as I get any info.

Regards

Amal

[Stephen24100533635b]

I have the EXACT same issue.  After trying to convert a word or excel file, the export engine starts then does nothing.  We have to use task manager to kill acrobat and then (as the original poster reports) the PC loses file names in explorer and outlook loses details in it reading and tree pages.  Only way to fix this is to restart the PC.  I did create a new user profile and its worked ok for a few days, now the issue has returned,

[Tollundium]

Thanks I thought I was going crazy! Am still having this issue.

[Stephen24100533635b]

I set task manager running and when trying the file conversion, notice its throttling the ram.  PC has 8gb, when trying to do this the resource is jumping to 99% and pinging around from 300mb to 7gb. It makes this conversion function totally useless.  Any updates Adobe??

[Tollundium]

Hey Stephen,

I'm the original poster - my setup has 32.0 GB installed RAM but the conversion function also seizes up my computer completely. Hope Adobe figures it out soon because it seems kinda expensive to pay, what, $60 a month (?) for something this buggy...

Christian

[Stephen24100533635b]

[Aron28202113z2qk]

To solve the problem go to Edit, Preferences, Security (Enhanced), and untick "Enable Protected Mode at startup (Preview)". You can then do a successful export. After a succesful export you can then turn Protected Mode back on and exports will continue to work.

[Stephen24100533635b]

Hello.  Thanks for this.  Have tried it 3 times and it does not help.  PC still freezes up and has to be restarted.

[Tollundium]

Hi Aron,

Yes, thanks for this... no luck on this end either.

[cristian_4641]

This worked for me. Turned off all of the protections and it stopped in the Security (Enhanced) section and it started letting me convert docs quickly again when it wouldnt before. TYVM.

[Tollundium]

Hi Amal,

Are you guys still looking into this? Any progress??

Christian

[Domain233687724612]

Christian,

While I hope Adobe finds an actual answer for you, I wanted to let you know about something I found. I was experiencing this exact same issue and the issue seems to be tied to the user account on the computer. I created a new user on the computer and it has resolved the exporting issue, at least for the time being.

Hopefully, this is helpful while you wait for the real fix.

Best

[Tollundium]

Thanks so much - already tried to create a new Windows user but no luck.