Known Participant

Question

Acrobat DC 2019.008.20071 crashes

Forum|Forum|7 years ago
October 4, 2018
5 replies
5950 views

Acrobat DC 2019.008.20071 has bugs.

We have 33 users and most of us are experiencing this issue.

1. Open a PDF

2. open a 2nd PDF or a 2nd window and Acrobat crashes

This happens 100% of the time if the task pane is open

This happens 90% of the time if the task pane is in the new half open state

If we "hide task pane" we seem to have less trouble.

This topic has been closed for replies.

ricardo mendes

Participating Frequently

Hello

I have the same problem using 2 monitors, with Windows 10.

Acrobat crashes regularly for the last 3 weeks. I used to restart my PC but this trick doesn't work. anymore. I have reinstalled but it works for one hour or two then...

So I've to use the Acrobat Reader even to take basic notes, that is crazy.

Ricardo Mendes

Windows 10

Adobe Cloud

I

IDEAMAN1

Participating Frequently

Man...I hate to hear that. We're still down as well. I saw a post from another who repeated something the rep had said about 32 bitt vs 64 bitt programs or some sort of nonsense. We hope for a resolution but now use another program to convert pdfs to other formats and do editing on them. I do wish you luck.

B

Brycesteiner

Inspiring

This is happening everywhere. The issue is Adobe needs to completely rewrite their apps for the modern OS's instead of just making them hobble along until they kill them off.

I

IDEAMAN1

Participating Frequently

According to a note today:

"

Apple has acknowledged that issue is at their end and they have a fix ready for this. Fix will be available as part of their upcoming update (10.14.2). Please let us know if the issue still exists post that.

Thanks for your patience and co-operation!!"

But as you know there are many message boards discussing our problem and simultaneously I received a note that someone had received the last crash log and was now reviewing it. Question? If there was a problem that was caused by the OS, wouldn't it be in Adobe's best interest to post this prominently, or at least tell other tech people where to search for the problem?

Also, I've had others say that the tech took them through a clean re-install and things were fine. Well, that doesn't indicate a problem with the OS...again a Mac issue.

Weird. Especially on your front.

scottstabbAuthor

Known Participant

What about windows 10? We don't use Apple.

Sent from my Verizon, Samsung Galaxy smartphone

I

IDEAMAN1

Participating Frequently

No idea. Incidentally I just finished a 3 hour session with a tech. Log-in new account. Crash. Log in to regular account. Clean all prefs. Clean everything. Start up Acrobat fresh. Open file. Crash. Send file to tech. Send crash log to tech. He was nice about it, said he was referring this to his supervisor. Incidentally I didn't know they worked so late. If this is an Apple problem then they should've said so. If it's an Adobe problem, then they could say so. In the meantime we've got iMacs that are crashing Adobe but iBooks that aren't. This is weird. We're learning way more about what's under the hood of a computer than we want to know. Keep going Adobe!

I

IDEAMAN1

Participating Frequently

We have already sent our Adobe Crash log. Any time we try to open preferences OR reduce the size of a pdf leads to a program crash as well. We had no problem prior to the move to Version 2019.008.20074. Yes, we use Mojave 10.14.

thanks

tom

R

rupa_jannela

Adobe Employee

Hi,

Apologies for the issue. Can you please share the crash logs in a shared drive or dropbox and share it with us here.

Thanks,

Rupa

I

IDEAMAN1

Participating Frequently

https://www.dropbox.com/sh/cw3tk81kyoxzxnr/AACrN_kn_EGRe8s7CF8cYNXoa?dl=0

This is the crash log.

Since then Ayush Jain has sent the 2018 Version of Acrobat. It now crashes on our system as well. We have since followed the prompts to upgrade and go back to Adobe 2019 and it crashes whenever we open preferences or try to reduce a file's size.

thanks

tom

scottstabbAuthor

Known Participant

As users are upgrading they are now reporting that they are not attempting to open multiple files, its just crashing after 10-20 seconds. I am following other posts with same issues.

R

rupa_jannela

Adobe Employee

Hi scottstabb,

Apologies for the issue you are facing. Can you please share the crash dump with us. Steps given below:

For Getting the Crash Logs:

a. When Acrobat Reader Crashes , Open Windows Task Manager

b. -> Got To Processes, There you can see a process "Adobe Acrobat Reader DC" / AcroRd32.exe

c. Right Click on this process and click "Create Dump File"

d. Dump file will be created in the Temp folder of user (as specified on the dialog you get after creating dump files).

e. Save this DMP file on any Cloud Storage and Share the link.

Thanks & Regards,

Rupa Jannela

Acrobat Team

R

rupa_jannela

Adobe Employee

Having same issue and you can't get a DMP file because the process closes.

Here's a link to the Event Viewer log and Locale Meta Data use can view to help resolve this issue.

Dropbox - Acrobat Crash - Simplify your life

Thanks,

Mike

Thanks Mike for sharing the event viewer logs. We are looking into it. Meanwhile, if possible could you also please share the dump by following these steps:

Create the following registry key : HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\Windows Error Reporting\LocalDumps
Create the registry key LocalDumps if it is not present already.
Reproduce the problem (i.e. make the application crash).
Locate the crash dump file in %LOCALAPPDATA%\CrashDumps. Note that if the crashing application runs under the System account, that resolves to C:\Windows\System32\config\systemprofile\AppData\Local\CrashDumps.
Share the crash dump file.

Thanks,

Rupa Jannela

Acrobat Team

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