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cassandram2017
cassandram2017
Participant
May 22, 2019
Question

Acrobat DC keeps crashing

  • May 22, 2019
  • 10 replies
  • 16579 views

Is anyone else having their Acrobat randomly crash?  I'm on the latest version (2019.012.20034) and today it has crashed on me at least a dozen times. I'm not doing anything unusual, just opening PDFs and saving them in portfolios or adding pages to other PDFs. I usually only have 1 or 2 Adobe files opens when this happens so its not a RAM issue. I've had several complaints in our office about Adobe randomly crashing for months now. We kept hoping an update would fix it, but if anything, it has gotten worse. I've run a repair a couple of times in the past few months and that didn't help. Any advice?

This topic has been closed for replies.

10 replies

N
NosRedNa1987
Participant
August 17, 2021

enable compatibility mode in Adobe reader executable with Windows 7.

 

S
Shelly5C80
Participant
May 9, 2021

Yes, 

first time using this version. This version, crashed continuously.  Had no problem using my older version which worked great. 

I may have to discountine this program. 

ls_rbls
Community Expert
ls_rblsCommunity Expert
Community Expert
May 10, 2021

If you have Adobe Reader installed in parallel with Acrobat Pro, what happens if you uninstall Adobe Reader?

 

Also, have you tried uninstalling everything (including the Creative Cloud Desktop app), and then use the Acrobat Cleaner and Repair tool before reinstalling?

ls_rbls
Community Expert
ls_rblsCommunity Expert
Community Expert
October 3, 2019

I have to clarify, when I said to run the troubleshooter I meant to goto settings (or  Control Panel) and run the Compatibility Mode Troubleshooter just for the application that is misbehaving.

 

Even though  Adobe Acrobat is inherently a 32bit application that has been tested to run in 64bit Windows family of operating systems,  the application may behave with newer updates that are now aimed to support 64bit only environments. That said, quite afew announcements has been published by Microsoft in regards of End-of-Support or End-of-Life for some products that were previously supporting 32bit applications such as Adobe Acrobat , for example.

 

Since the Adobe Acrobat was working before, we want to test an earlier version of Windows with it with the Compatibility Mode troubleshooter; this will reveal or rule out if the problem is actually related to  a bug in Adobe Acrobat (like many users are claiming) ; I suspect is more related to a 32bit vs 64 bit  compatibility issue rather than a bug

T
TXJax
Known Participant
October 3, 2019
I tried for Windows 8 and Windows 7 - same problem. The program opens for 7-8 seconds, then closes. It worked just fine on Windows 10 for the past years since 10 came out.
T
TXJax
Known Participant
October 1, 2019

Yes, me too.  

It worked fine if I opened Acrobat by itself, but the Monday, Sep 30 Windows 10 update has it crashing again.  
I don't know if it is Adobe trying to force people to upgrade, or not.  I do know they want you to use facebook login, register all kinds of information, and have been blaming everything on "old software".   

    ls_rbls
    Community Expert
    ls_rblsCommunity Expert
    Community Expert
    October 2, 2019
    Hi, it has been a while since someone replied to this thread. I am starting to think that if this is not a bug, and more of an upgrade related issue, to try to work around it with restore points that would allow you to identify which part of the upgrade affected what was working before. My other approach would be to run the Win10 troubleshooter for the Adobe Acrobat application that got affected after the operating system applied its unattended updates. When working with the troubleshooter there is an option to select an earlier version of Windows. Like , for example, see if by selecting win 8.1 or win 7 32 bit versus 64bit version would help. I think there is also a windows 10 32bit version that you may try. I am only suggesting this because Adobe Acrobat still is 32bit application for the most part. This approach is what would make sense to me at this point.
    ls_rbls
    Community Expert
    ls_rblsCommunity Expert
    Community Expert
    August 20, 2019

    Additional recommendations is to force an update in the operating systems, other microsoft products, as well as checking for release notes, patches and fixes for the device  drivers installed in those computers

    A
    Anonymous
    August 20, 2019

    Hi

    Many thanks for the reply.  I looked at the release notes for 19.12.200.36 and there no mention for a fix for this issue, this was the same for .35.  Surely if this issue is fixed in .36 it should be in the release notes?

    Plus what you are asking for me to do is so vague and generalised.  We already do what you have asked each month, this is an enterprise law firm that keeps its devices up to date, we are not home users.

    Your suggestion just seems like a fob off.

    There is clearly an issue here, as its been reported by different people with I suspect different hardware, software and patch level combinations so that kind of rules out your suggestions and points to an issue with your product.

    Happy to support a mini dump.

    Thanks

    Barry

    ls_rbls
    Community Expert
    ls_rblsCommunity Expert
    Community Expert
    August 20, 2019

    Yes Sir , you're welcome.

    Be advised that this is a user to user support forum. Adobe staff do provide guidance and support here as well but I don't work for Adobe, and I am not a staff member.

    I do offer volunteer help outside of my current work schedule like other members in here who ask for no money for in return.

    So I do apologize if my suggestions were vague and generilize. But i will reiterate that even though the release notes of the last update  dont address the issue you are experiencing it did added additional configuration options that allows the Acrobat users to manually enable or disable, and that are not present in the prior versions.

    In contrast to you perceiving my generilized suggestions as vague and as a fob off,  so was your original message as it was  missing a lot of important pieces to the puzzle.

    It will help members of the forum and myself to expedite a quicker resolution to your issue if you can also please provide additional feedback to some or all of the following questions and observations:

    * type of computers , desktop Or Mac?

    * operating system and versions

    * type of office applications like MS Word, MS outlook, browsers with add-ons that are currently interacting with the Adobe products in those computers

    * are the files being opened and saved locally on each computer by the users?

    *OR, are the PDF files shared,viewed, and edited in a networked environment by different users at the same time?

    OR, are users sharing and downloading files from a web server?

    If yes, Are all the MIME types, to be handled by desktop files ,properly added, cached, configured and updated at the web server level ?

    *Are the users sharing those files using mapped network drives?

    Are they also synchronizing the files to a cloud storage service other than Creative Cloud, like Microsoft Share Point, Office 365, Google, and such?

    *Is that network enforcing group policies, VPN services, or any other sort of account restrictions, logging in from different domains?

    * are the users accessing those file via webserver or a file server?

    * if yes, what type of file server or web server? Linux (which distribution? Windows Server (and version), Unix (which distro?)

    *are those PDF  files large files, PDF portfolios, or files that were merged into a single PDF document; were the files in question  created using other Adobe products and exported to Acrobat (like Photoshop amd Illustrator for example?

    How are the users printing those files?

    *How frequent are these files synchronized or backed up?

    *How often are fixes and patches applied on every product installed?

    Are all the cumulative updates for the mail and file servers, to include all TechNet dependencies, current?

    * Have some or all of these computers being migrated to Windows 10 from Windows 7?

    *Is Microsoft Edge the default web browser in those computers?

    OR, are users installing and using whatever they want and trying to mess around constantly with Adobe Internet Access Plugins?

    *is the Java Runtime Environment updated to the latest version; 32 bit or 64 bit?

    Have you noticed if any Java sandboxed protections been enforced by the network admin since the problem appeared?

    * is the antivirus run locally by users or by network administrators?

    Is the AV software configured to delete, quarantine or lock any files that the heuristic scan may detect as suspicious?

    Have any services in the file server been disabled by the network administrator?

    Are users, who are experiencing any of the abovementioned problems, been able to stop or disable any service(s) locally in their computers?

    Now, you also mentioned that you represent a legal firm.

    I am assuming that your office uses a lot of templates to create legal documents,

    *Do these templates contain a lot of objects that get scrambled when converted to a PDF?

    I am also assuming that your office is standardize in Microsoft products.

    * Have all the Microsoft volume licensing programs been updated to reflect the current versions?

    *Would it make any sense to also check if lowering the securiry levels of the Macros in MS office applications do any difference?

    * Would it make any sense to also uninstall and reinstall any plugin, or PDF conversion tools from MS Office, such as any Visual Basic add-ins and Visual C++ add-ins?

    How about deleting the old user profile and creating a new one?

    Waiting on the minidump...

    ls_rbls
    Community Expert
    ls_rblsCommunity Expert
    Community Expert
    August 20, 2019

    Please update first to version 19.12.200.36. This update was announced last week and there was also a securiry bulletin published 3 days ago addressing vulnerabilities.

    As for  0xc0000005, when you research about this error code it manifests in different scenarios that can range from comouter virus, hard disk failures, corrupt device drivers during updates or installation of other software; file server configuration, browser Addons as well as PDF toolbar Add-ins in Microsoft Office applications.

    The best way to look at this is if you can share a copy of the minidump file to look for more information when the crash (or error) occured

    A
    Anonymous
    August 20, 2019

    Hi

    I would like to know what the latest on this is please as we are seeing this issue a lot with versions 19.12.20034.1161 & 19.12.20035.4663.  This has occurred over 215 separate times on 63 different machines.

    Thanks

    Barry Walledge

    Stephenson Harwood.

    teamhdgva2910
    teamhdgva2910
    Participant
    July 26, 2019

    Hi team,

    we got the same issue on 2 Pcs in our service desk.

    Do you know what can be done for it ?

    Thanks

    E
    Energetic_Delight0D4D
    Participant
    May 27, 2019

    I'm also having this issue. Has anyone received a fix yet?

    R
    Adobe Employee
    ravig71162695
    Adobe Employee
    May 23, 2019

    Hi,

    Sorry to hear that you had trouble.

    Can you please share the dumps with us in order to debug the issue?

    Here are the steps to get the dumps -

    https://helpx.adobe.com/in/xd/kb/how-to-generate-crash-dump-on-windows-machine.html

    or

    When Reader Crashes (If you get this error message "Adobe Acrobat Reader has stopped working") , Can you please share with us the Crash Logs .

    For Getting the Crash Logs:

    1.      When Acrobat Reader Crashes , Open Windows Task Manager
    2.       -> Got To Processes, There you can see a process "Adobe Acrobat DC" / Acrobat.exe
    3.       Right Click on this process and click "Create Dump File"
    4.       Dump file will be created in the Temp folder of user (as specified on the dialog you get after creating dump files).
    5.       Save this DMP file on any Cloud Storage and Share the link for that with us on mail

    Share the logs to [email removed by moderator, please use DM]

    Thanks,

    -Ravi Gupta

    W
    Willylump80
    Participant
    May 23, 2019

    Ravi,

    I cannot share the CrashDump file with you via cloud storage. Can I send it to you directly?

    R
    Adobe Employee
    ravig71162695
    Adobe Employee
    May 27, 2019

    Ravi,

    I sent the file to your email another route so you can download it. You should receive an email with a link and a password. I am on government networks where we cannot use any type of cloud storage and the file is too big to send via email.


    Willylump80​ Did not receive any dumps from you.

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