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hugor23000132
hugor23000132
Participant
July 12, 2024
Question

Acrobat Crashes

  • July 12, 2024
  • 1 reply
  • 742 views

When I attempt to compare 2 seperate PDFs, Acrobat completes the comparison but crashes before I am unable to see the results.

 

Any suggestions are appreciated. Thanks.

This topic has been closed for replies.

1 reply

S_S
Community Manager
S_SCommunity Manager
Community Manager
July 23, 2024

Hi @hugor23000132,

 

Hope you are doing well. Sorry for your experience with Acrobat!

 

Do you see this with every instance you try to compare the files? Is it with specific files? 

 

Also, I remember we had an issue earlier around the same issue which was fixed with an update a while back. Would you mind sharing more details with me so I can circle back with the team to get this checked again:

1. The app version number (go to Help-> About Acrobat Pro);

2. Please collect the  the Adobe CC logs (How to use the Creative Cloud Log Collector tool (https://adobe.ly/3WzPTFG), Procmon logs (Win Only)  (Adobe Acrobat Diagnostics) and crash/freeze logs (How to collect logs when Acrobat crashes, hangs or freezes (https://adobe.ly/3WzPTFG) and 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.


-Souvik

hugor23000132
hugor23000132Author
Participant
August 9, 2024

Hi Souvik,

 

The crashes happen with every instance. It doesn't seem to matter the file. I attempted a compare and the same resulted as any time before. I attached the log which I hope captured the error. My Acrobat is fully updated so the issue could be something else.

 

Thank you for looking into this.

 

Hugo

S_S
Community Manager
S_SCommunity Manager
Community Manager
August 9, 2024

Thanks @hugor23000132 for sharing this.

 

I have forwarded the crash logs to the dev team for further investigation.

 

-Souvik

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