Acrobat crashing with video

[Steve Milne]

Having major issues with films placed in InDesign and exported to PDF or films imported directly into Acrobat causing the PDF to constantly crash. It's not one particluar film as it would do it radnomly across a selection of films. Acorbat has always been a bit shaky with placed films (which is rather ridiculous quite frankly) but now it seems its nigh on impossible to supply with films placed. As we are an advertising agency use this massively for creative documents and we now can't trust it as it just won't work.

We are gettig this message constantly: 'This PDF cannot be viewed in Acrobat or Reader, and the application will now exit'

And this one which is comepetely new to me, which it to 'Enable playing of 3D content' when it has no 3D content in it.

Is anyone else having issues? Is there a fix on the way? It seems to me with each update of Acrobat it gets worse each time.

[Amal.]

Hi Steve_Milne,

Thanks for reaching out. As described above, Acrobat is crashing with videos exported from Indesign, correct?

• Have you tried any other pdf that has a video embedded in it but created using Acrobat or any other pdf creator? Does it work or play the video for you?
• What is the version of the Adobe Acrobat DC installed? To check the version of the application please use the help article https://helpx.adobe.com/acrobat/kb/identify-product-version.html
• Check for any missing updates and try updating the application to the new version released on  17th Oct 2019 version 19.21.20048. Go to Help and check for Updates. For more information about the new update please use the  link https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/index.html
• What is the version of the OS?

Also, check the following preference settings -

• You can set the legacy multimedia player options under Edit > Preferences > Multimedia (legacy) if you know your preferred media player.
• Open Acrobat>Edit >Preferences> check Multimedia Trust (legacy) and check what all operations are allowed under it-

• For testing, disable "Protected View" under Preferences>Security (Enhanced).

Note: Changing the above security settings could pose security risks. We suggest you to turn it back On once you are done with testing.

Let us know how it goes

Regards,

Amal

[marcusm82116431]

Having the same issue and tried all of the above with now resolution. Just updated the adobe suit on a new macbook, never had this issue before. Acrobat DC is up to date. Flash player is up to date. 

[JR Boulay]

Videos in PDFs requiers the Flash player to be installed, so you should consider doing otherwise because its death is announced for next year:  https://theblog.adobe.com/adobe-flash-update/

[BhavnaNegi]

Hi Steve, 

Thank you for reporting the issue and we regret the inconvenience faced.

Are you seeing this issue on MAC or Windows?

Please try the steps mentioned at https://helpx.adobe.com/acrobat/kb/pdf-cannot-be-viewed-crash-mac.html  and let us know if it helps.

Also, click on the menu Help --> Check for updates in the acrobat to get the latest update.

[marcusm82116431]

I have no idea WTF this means or how to do any of the coding in the attached link.

[BhavnaNegi]

Hi marcusm82116431

We have updated the plist. You can simply download and place it on the mentioned path.  Please use the link https://helpx.adobe.com/acrobat/kb/pdf-cannot-be-viewed-crash-mac.html  and let us know 

In addition to these, we would also like to know the usage of different components of your MAC's memory. To do so, open Activity Monitor> System Memory and share a screenshot, with us.

Please share the version of Acrobat too. You can use the link - https://helpx.adobe.com/acrobat/kb/identify-product-version.html

-Bhavna

[marcusm82116431]

it played one video then crashed with same warning after adding the "plist" here:

/Library/Application Support/Adobe/Acrobat/DC/Preferences/com_adobe_acrobatfeaturestate.plist

[Steve Milne]

Yep, same here, this 'fix' doesn't fix anything. It's still broken. We're going to have to use other options for showing creative work to clients/prospective clients until this is fixed as we can't trust Acrobat.

Keynote, Powerpoint and Google Docs are all working fine. What's your answer Adobe?

[Steve Milne]

Thanks all for the suugestions, I will investigate these and see if it helps. It wasn't doing it with one particlular file. Some would work, then not, then not at all. Was very frustrating. We ended up having to send the file as a Powerpoint doc to get it out the door which was far from ideal. Something we need to fix for future presenations/tenders. Will feed back with any results from the suggestions.

[Steve Milne]

Well, been trying all that's been sugested and none of it is working. I must say I should not have to be adding code and the such when the software should be working in the first place. Never had this issue before the last update. We bascially now can't use/trust Acrobat to send PDFs with imbedded films in them as it keeps crashing, so we can't trust it to run properly when at a client or potential new client. This is a MAJOR problem for us and Adobe you need to sort this out ASAP.

[JR Boulay]

You should be aware that Adobe will stop updating and distributing the Flash Player at the end of 2020.

You should read this blog article, posted on july 2017: https://theblog.adobe.com/adobe-flash-update/

[Steve Milne]

I know they are. But why doesn't Acrobat work with film files in the new update???? Always crashes. That's what I want to know. It's ridiculous.

[Steve Milne]

Another update to this. If we build PDFs with imbedded films and the PDF is fine, doesn't crash and works fine so long as you DON'T play the films. Play the films and it's fine, then it gets so far through the PDF and crashes. Or if you one have one or two films then it will work for awhile. Then will crash on someone elses computer. Whats the anwser Adobe, are you fixing this rather major issue?

[Steve Milne]

Is there any news of this being fixed yet? I need to produce a client document with embedded films and clearly now can't use Acrobat because of the crashing issues. Any updates coming to fix this major issue Adobe?

[Amal.]

Hi there 

We are sorry for the delayed response. 

Please try to update the application to the latest version 19.21.20056. Go to Help and check for updates and see if that helps.

For more information about the new version please use the help article here (https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/index.html)

Let us know how it goes

Regards

Amal