Acrobat DC Pro crashes upon startup

[jemcgown]

Client's Acrobat is crashing upon startup.  These are the things done by several consultants to attempt to get the application to work again.  Multiple users are experiencing the same issues and I'm trying to find a fix for one user so I can see if it works for all of them.  Everything done only fixed the issue for a little bit, if it fixed it at all, then the crashes would continue.

• Installed Creative Cloud
• Uninstalled and reinstalled CC and Acrobat
• Repaired with Adobe tool
• Completely removed any trace of CC and Acrobat with Revo (removes app registry)
• Reinstalled
• Tried on different user profiles
• Disabled protected mode
• Ran as admin
• Removed the "recent" list
• Removed CC and Acrobat and installed Reader, allowed system to upgrade to DC Pro automatically
• Ran in compatibility mode
• Opened app before opening .pdf files
• Opened .pdf files before opening app
• Ensured app was updated

Some of these aren't in order of how they were tried but we've attemped almost every solution we could find and the app is still "Not Responding".

Any additional help would be much appreciated.

[ls_rbls]

Hi @jemcgown ,

Did you installed Acrobat via the Creative Cloud?

If yes, when you perform the uninstall, review the recommended guidance to see if you've missed any steps:

• https://helpx.adobe.com/download-install/kb/uninstall-reinstall-acrobat.html

For instance, instead of using Revo, use the AcroCleaner tool (which you may download from the link above).

In addition, prior to re-installing Acrobat, download a single installer version of Acrobat instead of using the multi-app installer that is provided with the Creative Cloud app.

And just for clarification, in which version of Microsoft Windows are you on?

[jemcgown]

Installed Acrobat via CC and with an offline link to not install CC and neither fixed the issue. Also used the removal tool with the last uninstall that was performed.

Windows 10

[jemcgown]

Installed Acrobat via CC and with an offline link to not install CC and neither fixed the issue. Also used the removal tool with the last uninstall that was performed.

Windows 10

[jemcgown]

User is still having the same issue.

[ls_rbls]

Hi @jemcgown ,

Sorry to read that.

I personally can't tell what could be the problem without taking a look at those computers.

But let me see if I can  reach out to an Adobe employee.

Meanwhile, they may ask you to collect some crash logs or a video recording that shows the issue.

[S. S]

Hi @jemcgown,

Sorry for your experience with Acrobat.

Thanks, @ls_rbls, for bringing this to my attention.

As mentioned above, you have tried most of the basic troubleshooting steps. Would you mind sharing the logs with us for more details investigation?

Please confirm the version of the application you are using. To check the version, go to Help > About Acrobat.

Also, please collect the Adobe CC logs https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html, procmon logs https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html and share them via document cloud as described here https://helpx.adobe.com/document-cloud/help/sharing-pdfs.html for more investigation.

Look forward to hearing from you.

-Souvik

[jemcgown]

Hey S. S.,

Our after-hours group was able to get the logs from the client however we don't have our own Adobe accounts to be able to upload the docs and I'm unable to disturb the client during normal business hours.  Is there another way to send the docs?

[jemcgown]

@S. S 

I can set up a Sharefile link if that would work for you.

[S. S]

@jemcgown Sure,

Any shareable link would work.

It's the files we would need. Not necessarily Adobe links/

-Souvik

[jemcgown]

https://centretech.sharefile.com/d-s976bf5e4ce7d4fa898d56deda21321bd

[S. S]

@jemcgown Thanks for sharing the logs.

I will be forwarding this to the team for further insights.

Also, as you mentioned, you reached out to support. Would you mind sharing the Case ID you received over Email?

This would also help us arrange a callback if needed.

-Souvik

[jemcgown]

I didn't reach out to support.  Mainly because as we do manage a lot of companies Adobe accounts this one we don't.  But since we are their MSP we still provide support.  Since we don't manage it and I don't have their credentials I was never able to log into their account to start a support case or chat.

[S. S]

@jemcgown No worries!

Our team is investigating the crash logs, and I will update the threads as soon as I hear back.

-Souvik

[S. S]

Hi @jemcgown,

Looks like the access to the shared link has expired. Can you please create and share a new link with me?

I'll save it to local storage this time around to avoid such instances.

-Souvik

[jemcgown]

https://centretech.sharefile.com/d-sce0ee21ae0c34187a52f9bcab12f5a4c

[S. S]

@jemcgown Thanks for sharing the logs again. I have downloaded them successfully if you want to revoke the access.

I have also shared the file with the product team for further review and will get back to you once I hear back.

-Souvik

[jemcgown]

Thank you Souvik.

[jemcgown]

Hello, any updates on this issue?

[S. S]

Hi @jemcgown,

Sorry for the delay. 

We will need a few more crash logs to investigate further: How to collect records when Acrobat crashes, hangs, or freezes

-Souvik

[jemcgown]

I'll reach out to the user and get more logs.

[jemcgown]

https://centretech.sharefile.com/d-se143c7f17c454cc38c371a0e451b4f08

[jemcgown]

That is of the application itself, I may need to get with the user and access her account to get additional logs.  Let me know if there are no issues found with that log.

[Amal. · Accepted solution]

Hi there

The new version of Acrobat (23.03.20269) is now available to address 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 and see if that works.

Regards

Amal

[jemcgown]

Thank you.  I will update, test, and get back with you on the results.