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jemcgown
jemcgown
Participating Frequently
June 21, 2023
Answered

Acrobat DC Pro crashes upon startup

  • June 21, 2023
  • 4 replies
  • 9182 views

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.

This topic has been closed for replies.
Correct answer Amal.

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

4 replies

k_m99
k_m99
Participant
October 12, 2023

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. 

Amal.
Amal.Correct answer
Legend
August 9, 2023

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
    jemcgownAuthor
    Participating Frequently
    August 10, 2023

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

    jemcgown
    jemcgownAuthor
    Participating Frequently
    June 27, 2023

    User is still having the same issue.

    ls_rbls
    Community Expert
    ls_rblsCommunity Expert
    Community Expert
    June 28, 2023

    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
    Community Manager
    S_SCommunity Manager
    Community Manager
    June 30, 2023

    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

      ls_rbls
      Community Expert
      ls_rblsCommunity Expert
      Community Expert
      June 21, 2023

      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:

       

       

      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
      jemcgownAuthor
      Participating Frequently
      June 21, 2023

      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

       

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