Acrobat DC crashes on startup

Report · Jul 16, 2019

When opening a document, Adobe Acrobat DC just crashes after a few seconds.

This happens most of the times, but not every time.

I have tried the steps in Resolve Acrobat DC intermittent crashes on Windows , but they don't work.

How can I solve this?

Report · Jul 16, 2019

Hi Alexderas,

I understand the situation, as the Acrobat DC crashes after a few seconds once you open a document. We need some more information for a better understanding.

What is the OS version that you have?
What is the version of the Acrobat DC?
Is this a behaviour with a particular file or with any document that you open?
Are you able to open the same file on a different computer?
Are you trying to open the file in offline mode? Please try to open the file in online mode, once you are logged into your account in Acrobat DC.

Looking forward from you.

Regards,

Amal

Report · Jul 16, 2019

Hi,

What is the OS version that you have? Windows 10
What is the version of the Acrobat DC? 2019.012.20035
Is this a behaviour with a particular file or with any document that you open? Multiple documents
Are you able to open the same file on a different computer? Yes
Are you trying to open the file in offline mode? Please try to open the file in online mode, once you are logged into your account in Acrobat DC. I am logged in, suppose that is online mode?

Report · Jul 17, 2019

Hi Alexderas,

Thank you for providing the necessary information, as you have the latest version of the application and the OS is also up to date and you have already tried the troubleshooting steps given in the link-Resolve Acrobat DC intermittent crashes on Windows and the issue still persists.

Please try the following troubleshooting steps, if it works for you

Remove the application from the computer using the Adobe cleaner tool-Download Adobe Reader and Acrobat Cleaner Tool - Adobe Labs.
Reboot the system
Install the application using the link-Download Acrobat DC installer for Enterprise term or VIP license

Let us know if that makes any difference.

Regards,

Amal

Report · Jul 17, 2019

HI,

I am using Acrobat as part of Adobe Creative Cloud.

The cleaner tool says : "THIS TOOL IS NOT FOR USE WITH ANY CREATIVE SUITE PRODUCTS INCLUDING SUITES THAT CONTAIN ACROBAT. IT CAN ONLY BE USED WITH STANDALONE VERSIONS OF ACROBAT AND ADOBE READER.

Is there a tool that works voor Creative Cloud as well?

Report · Jul 19, 2019

Hi Alexderas,

You may try removing the application using the Creative Cloud Cleaner Tool. Take the help of the steps provided in the following help document.

- Use the Creative Cloud Cleaner Tool to solve installation problems

Let us know if that helps.

Regards,

Meenakshi

Report · Jul 23, 2019

Unfortunately that did not help either.

Isn't there a log or something file which keeps track of the reason that Acrobat crashed?

Report · Aug 18, 2019

Hi,

If Acrobat still crashes, we need crash dump to look into it further.

Steps to create the crash dump:

When Adobe Acrobat DC crashes , open Windows Task Manager
Got To “Processes” tab
Right click on the process "Adobe Acrobat DC" and click "Create dump file"
Dump file will be created in the Temp folder of user (as specified on the dialog you get after creating dump files).
Upload this DMP file on Adobe Document Cloud or any Cloud Storage and share the link of the uploaded DMP with us at arviyada@adobe.com

We will investigate it once you share the info with us.

Regards,

Arvind

Report · Jul 17, 2019

Hi,

We had a similar problem when we installed Adobe DC pro.

He sent out this email:

Once DC pro installed, the application closed down automatically (within 5 seconds) after
opening any pdf – seems it’s a known bug. A quick google search told me to delete the
following folder (bold):

C:\ProgramData\Adobe\SLStore

After deleting the folder, I reopened pdf and the folder was
automatically re-installed with the correct files and, after a fresh adobe
login, everything works fine. There were multiple licence files in that folder
which needed deleting. I do not know which one was causing the problem so
deleting the folder was the easiest thing to do – as google suggested.

Report · Jul 17, 2019

Thanks for the suggestion. I tried, but it does not seem to work for me unfortunately.

Report · Jul 17, 2019

Thats a shame, thanks for coming back to me so quickly.

I'm not one who, at the first step, starts deleting, re-installing and running software tools to resolve a problem unless absolutely necessary.

I hope you manage to find a solution.

Report · Oct 17, 2022

This solved the problem for me. Thanks a lot.

The strange thing is that Acrobat had worked just fine for months before the crashes started

Report · Aug 07, 2019

Hello alexderas,

Please see image below ( I am using Acrobat DC as the example, if you have Reader DC I am not sure if the following tips are useful)

can you verify if you can check the "Save warnings and errors in log file" option and the choose a location for your error log files?

Then retry opening your document and see what is logged when the crash occurs again

Also, is your windows 10 configured in tablet mode or desktop mode? (this is just because I am curious if it would have anything to do at all).

There are many other settings that you can play around in the "Preferences" settings of your Adobe Acrobat like for example:

* Documents - uncheck "Restore Last view Settings when reopening documents"

* General - "Open Documents in new tabs in the same window" (check or uncheck)

* Page Display ---> Page Content and Information --->Use Overprint Preview --->"Only for PDF/X Files" (should be selected from the drop down menu)

* Adobe Online Services ----> "Sync Preferences Accross Devices and document services" (uncheck)

* Javascript ----> 'Javascript' ----> "Enable Acrobat Javascript" (checked)

* Javascript ----> 'JavaScript Debugger"----> "Enable JavaScript debugger after Acrobat is restarted" (uncheck)

* Security Enhanced----->'Sandbox Protections'----->"Protected View" ("Off" should be selected)

* Security Enhanced----->"Enhanced Security"---->"Enable Enhanced Security" (checked)

And so on... (troubleshoot at your own risk of course, always backup your work first and document yourself before commiting any changes)

The above referenced areas is what I would check regardless if it makes sense or not. Write down what works and what didn't work and share it here please.

Report · Oct 13, 2021

I am facing the same problem, any fix?