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.

[jemcgown]

The new version didn't correct the "Not Responding" error.  Also tried to run the log collector on her profile instead of on ours and it stopped responding as well.  She said that if she waits for about 30 minutes Acrobat will start responding again.

[jemcgown]

Here is what was created as the log collector failed on her profile.

https://centretech.sharefile.com/d-sbca85dca30424a0496769d8857c3a9e9

[Amal.]

Hi there

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.

If it still doesn't work, please remove the application using the Acrobat cleaner tool https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html  , reboot the computer once and reinstall the application using the direct link
https://helpx.adobe.com/acrobat/kb/acrobat-dc-downloads.html

Let us know how it goes.

Regards
Amal

[jemcgown]

That was already tried at the beginning of our troubleshooting.  The uninstall was done at one point with the cleaner tool and reinstalled directly from the link you provided.  We also tried it with different user accounts, including our administrator account.

[Amal.]

Hi there

We are sorry to hear that the issue still persists. Would you mind collecting 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  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

[jemcgown]

As soon as I started the log collector I got this:

 Then I got this:

 

 Here is the Sharefile link to the Acromon folder: https://centretech.sharefile.com/d-sd95e9865ccf94e9b8e1cb65bc8df9ea5

Also since no crash report is created by the application I'm not able to collect any crash logs.

[jemcgown]

There is an internet connection to that machine though.  I'm able to remote into it so I'm not sure why the log collector presented the notification about the network.

[ls_rbls]

++Adding to the topic,

@jemcgown ,

It may be possible that Proxy configuration, a VPN, or firewall settings, could be blocking a socket that is used by the collector service.

To see which port is requested by the Crash Log Collector service, you may open the Command Prompt (if on Microsoft Windows), and perform a "netstat -an" as soon as the crash log collector is executed.

Identify the port number(s) that are revealed through the netstat report when the crash log collector is running.

Check if those sockets need to be unblocked at the VPN, firewall or router level.

[jemcgown]

Network is good, no issues with the firewall or sockets.  Is there a possibility that someone can remote onto the user's machine and look for themselves?

[jemcgown]

Good morning.  Is there an email that I can message outside of the forums so we can schedule a time for an Adobe technical rep to get on the user's machine and see what's going on?  Thanks.

[jemcgown]

Please create a case for me regarding this as they are not an organization that we manage on our profile but we are still the MSP for them.  This way I can get an Adobe rep on one of their machines so y'all can see what is going on with the application.

[jemcgown]

Amal,

A ticket was opened up for this issue, a technician got on the user's machine, and said it would be fixed.  What the technician did didn't resolve the issue but the ticket was closed.  Can you please get someone to reopen ticket ADB-31429495-T6G8.

[Amal.]

Hi there

I have raised this internally and someone from the team will be contacting you soon.

Regards

Amal

[JJ Jowitt]

I've done a clean re-install, but Adobe Acrobat Pro 23.008.20421 (64bit) is still hanging for at least 10 seconds ("Not repsonding") whenever I open any PDF. 

[Amal.]

Hi there

We are sorry to hear that the issue still persists, Would you mind collecting 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

[k_m99]

This issue has been a huge problem in our organization with Acrobat Reader and Acrobat Pro.  There are thousands of devices on the network, and it's not consistent which devices it will fail on.  There have been many sessions with Adobe Support.  Support is reluctant to assist with Acrobat Reader.   After editing registry keys, uninstalling and reinstalling, and cleanups, in the end, installing Reader from Adobe - Adobe Acrobat Reader Distribution and set the OS, language to All, and the Acroat bit version, or for Pro and Standard, install from Download Acrobat installer for Enterprise term or VIP license (adobe.com) and the standalone version.   We tried to address the issue by pushing updated versions, but unfortunately, hitting every device is not always successful.