Acrobat Crashes

[hugor23000132]

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.

[S. S]

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]

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]

Thanks @hugor23000132 for sharing this.

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

-Souvik

[S. S]

@hugor23000132 Hope you are doing well. 

Have you tried the same workflow with the latest update (2024.002.21005)? If you still experience the crash with the latest version, would you mind sharing the crash logs with us?

Please use this link: https://adobe.ly/46V1xyv to collect crash logs and share the unique ID of the log. When using the Crash Diagnostic Tool, ensure advanced logging and that all the check boxes appearing later are checked.

You will be prompted to download the Procmon tool. Kindly allow it, and then start with the same workflow you have followed.

-Souvik

[Tariq Ahmad Dar]

Hi @hugor23000132, 

Following up to check if your issue is resolved or still happening. 
Let us know, we'll be happy to assist.

~Tariq