Skip to main content
S
sebdea
Inspiring
January 17, 2023
Answered

Acrobat DC is crashing on exporting to MS Word

  • January 17, 2023
  • 3 replies
  • 11533 views

Hi all,

Notebook MSI i5-8300 @2.30GHz

RAM: 16 GB

WIN11 x64 Home edition

Adobe CC licensed

AV: Bitdefender

 

Adobe Acrobat DC - up to date

 

In the last 18 months, I am experiencing an issue when I am exporting PDf to MS Word. This month I tried to uninstall Acrobat Dc and re-installed it. The error is even worse. Now, Acrobat DC is crashing when I try to export to MS Word. The names of the file and folders are disappearing. The desktop icons have a weird font. The only way I can view the names of the files and folders is to reboot the computer.

 

The error appears no matter what PDF file I try to export to MS Word.

 

All the other Adobe applications are working just fine.

 

    Correct answer Amal.

    Hi @sebdea 

     

    Hope you are doing well and sorry to hear that.

     

    Have you started experiencing this issue after the recent Acrobat Update to version 22.3.20310. Go to Help > About Acrobat.

     

    Please try to repair the installation from the help menu (Win Only) and see if that works.

    Please try to reset the Acrobat preferences as described here https://community.adobe.com/t5/acrobat-discussions/how-to-reset-acrobat-preference-settings-to-default/td-p/4792082

    You may also try to create a new test user profile with full admin rights in Win or enable the root account in MAC and try using the application there and check.

     

    Regards

    Amal

     

    3 replies

    Amal.
    Community Manager
    Amal.Community Manager
    Community Manager
    March 9, 2023

    Hi All

     

    The new version of Adobe Acrobat (23.01.2006x) is now available, addressing this issue.

     

    Please update the application from the help menu > check for updates and reboot the computer once.

     

    You may also download the patch manually from the link https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/index.html

     

    Regards

    Amal

     

    Got your issue resolved? Please label the response as 'Correct Answer' to help your fellow community members find a solution to similar problems.

    M
    milenia77
    Participant
    July 9, 2024

    I still have this problem with files with big PDF (over 100 Mb). Acrobat version is up to date.

    Thank you

    Amal.
    Community Manager
    Amal.Community Manager
    Community Manager
    July 10, 2024

    Hi there

     

    We are sorry to hear that the issue still persists, would you mind sharing the sample PDF file and a small video recording for more clarity.

    Also collect the Adobe CC logs https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html , Procmon logs (Win Only) https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html and Crash/freeze logs https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html 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.

    Regards
    Amal

    Amal.
    Community Manager
    Amal.Community ManagerCorrect answer
    Community Manager
    January 17, 2023

    Hi @sebdea 

     

    Hope you are doing well and sorry to hear that.

     

    Have you started experiencing this issue after the recent Acrobat Update to version 22.3.20310. Go to Help > About Acrobat.

     

    Please try to repair the installation from the help menu (Win Only) and see if that works.

    Please try to reset the Acrobat preferences as described here https://community.adobe.com/t5/acrobat-discussions/how-to-reset-acrobat-preference-settings-to-default/td-p/4792082

    You may also try to create a new test user profile with full admin rights in Win or enable the root account in MAC and try using the application there and check.

     

    Regards

    Amal

     

    S
    sebdeaAuthor
    Inspiring
    January 18, 2023

    Hi Amal,

     

    Thank you for your help. Unfortunately, it is not working. I tried to repair the installation. No improvements. I even tried resetting preferences. No improvements.

     

    Regards,

    Sebastian

    Amal.
    Community Manager
    Amal.Community Manager
    Community Manager
    January 23, 2023

    Sure. https://www.dropbox.com/sh/4m1jkoqb9dpgx9t/AADUDg1v8rF5PNnGChQS3yw3a?dl=0


    Hi @sebdea 

     

    Thanks for the logs. Our engineering team is working on the issue and would also require a sample PDF file which is causing the issue as it's not reproducible at our end.

     

    Thanks for your time and cooperation.

     

    Regards

    Amal

    Eric Dumas
    Community Expert
    Eric DumasCommunity Expert
    Community Expert
    January 17, 2023

    Hi, can you confrm that you have not installed or upgraded anything just before the issue started to appear?

    Acrobat is not supposed to update anything in your core system.

    Have you tried to re-apply a Windows theme or access the Personalisation options to overwrite the weird font?

    S
    sebdeaAuthor
    Inspiring
    January 17, 2023

    Hi Eric,

    There were some Adobe updates and Windows updates during those months. I also installed AbbyFineReader. I installed Recosoft (PDF2IND tool). But the errors were way before installing these new applications. Could it be related to the fact that I do not find Acrobat Reader on my Windows though the installer says it is installed? 

     

    As you saw in the screenshots it is quite difficult to find anything in the menus when the text is absolutely missing.

     

    The point is that after I reboot computer everything is back to normal until I try to export another PDF to MS Word using Acrobat DC.

    Terms & ConditionsAccessibility statement
    Using the community Terms of use Privacy Cookie preferences Do not sell or share my personal information ad choicesAdChoices