Acrobat DC Standard 64 Crashing 2021.011.20039

[paulh2292577]

Hi in one of our workstations Acrobat DC keeps crashing intermittently. The error reporting box initiates but crashes as well. I have attempted restarts, repairs & even uninstall & reinstall lates version. Need a fix as all this employees work is carried out on Acrobat.

[MeenakshiNegi]

Hi Paul,

Thank you for reaching out and sorry about the trouble.

Could you please confirm if the issue started recently?

Please try the troubleshooting steps suggested in the following help document: https://helpx.adobe.com/acrobat/kb/acrobat-dc-crashes-on-windows-os.html. 

If the issue persists, please share crash logs with us. You may refer to the steps suggested in the following help docment to collect the crash logs: https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html 

Let us know how it goes.

Thanks,

Meenakshi

[paulh2292577]

No problem still occurring now on second workstation. No crash reports available as Adobe program closes immediately.

[atir.husain]

Hi Paul,

Can you please also share if the crash is happening in any specific workflow in Acrobat.

Also plesae share the crash dumps using the steps shared by Meenakshi.

[paulh2292577]

Hi I have set up the dump files where do i send the crash reports to & what do i send?

Regards

paul

[paulh2292577]

Hi I have set up the dump files where do i send the crash reports to & what do i send?

[MeenakshiNegi]

Hi Paulh,

Please try updating the application to the latest version. Check if the issue still occurs. 

You may refer to the following page to check more details about the updates: https://helpx.adobe.com/acrobat/release-note/release-notes-acrobat-reader.html. 

If the issue still occurs, you may upload the crash reports to Document Cloud and share the link here in the community.

Please refer to the steps suggested here: https://helpx.adobe.com/acrobat/using/sharing-pdfs.html.

Thanks,

Meenakshi

[Jason23244809dngq]

Did you find a resolution to this?  We are using the exact same version of Adobe and started experiencing these random crashes in mid January.  I've tried all the steps you mentioned and it is still an issue.  Please help.

[paulh2292577]

Hey Jason no we haven't stopped it however we appear to have isolated the problem to PDF's generated by a Third Party PDF converter (Nitro).

[Jason23244809dngq]

Hi Paul, thank you for taking the time to answer me.  This the most insight I have gotten so far.  Going to see if this also is the cause of our crashes.

[paulh2292577]

Hey Jason did you have any luck?

[Jason23244809dngq]

Hey Paul, unfortunately no.  I figure out a way to roll back to an older version of Acrobat CC and blocked the updates which has made many of the workstations more stable.  We still have a few that crash regularly and Adobe support has stopped responding.  Let me know if you come up with anything.