Acrobat Pro crashes after opening

[Guest]

I can install and open Acrobat Pro DC as a domain administrator, but as soon as I log in as a user it closes immediately after opening.  I've tried uninstalling with the cleanup tool and reinstalling, activating/deactivating it, repair install, making the user a temporary administrator, opening it under the local admin account, updated it, ran repair installation, installed all available windows updates/runtimes, Acrobat Pro DC refuses to stay open however under the user's profile.

[defaultewndnqkhnn1h]

Same here since this morning.

[sogoel_27]

Hello!

I am from Adobe Acrobat team.  We are extremely sorry for the inconvenience caused.

We would need some more details for the issue you are facing, to understand them better and work on the fix. It would be grateful if you could please help us with the following information.

1. Log files from your machine. To capture the logs, please download Adobe log collector tool from here and run it. It will generate a ".zxp" file on your machine. Please share the .zxp file or its number here with us.
2. If needed, would you be willing to join a call with Adobe to help us debug the issue on your machine? 
    

Thanks again!

Regards

Somya Goel

[defaultp0kwrrtrc7yw]

I was just working with one of my users who had this same issue since her computer updated to Adobe Acrobat DC Version 21.0002.20149 yesterday.

I updated Adobe Creative Cloud in the hopes of being able to use it to revert Adobe Acrobat DC, but the option for previous versions wasn't available.

Fortunately, it seems the update of Adobe Creative Cloud resolved my user's issues.

[defaultusyic8btmsto]

After opening Adobe Acrobat PC, it cahshes and message pops up:

Acrobat.exe - Application Error

The instruction at 0x0..07655709A referenced memory at 0x0..0720065. The memory could not be read.

Click OK to terminate the program

It was working fine until earlier today. Windows performed update 2 days ago.  

[ls_rbls]

In which version of Adobe Acrobat Pro DC is this happening? and which version of Microsoft Windows?

What happens if you click on "Help"--->>> "Repair Installation"?

[defaultusyic8btmsto]

Winodws 10 Version 20H2

Adobe Acrobat DC (21.001.20149)

Tried the Repair Installation teice. Completes, then same error-crash

[ericw59481703]

I am having the exact same problem. Same Adobe DC version. Windows version 10.0.19042

[sogoel_27]

Hello!

I am from Adobe Acrobat team.  We are extremely sorry for the inconvenience caused.

We would need some more details for the issue you are facing, to understand them better and work on the fix. It would be grateful if you could please help us with the following information.

1. Log files from your machine. To capture the logs, please download Adobe log collector tool from here and run it. It will generate a ".zxp" file on your machine. Please share the .zxp file with us here or share the zxp number
2. If needed, would you be willing to join a call with Adobe to help us debug the issue on your machine? 
3. Is CCDA installed ? If yes, which version ?
4. Is CCDA running ?
    

Thanks again!

Regards

Somya Goel

[CLB3 Systems]

I have used Acrobat for years without issue. Starting yesterday, the program cannot stay open. If the program is started, even from the Start menu without a document, it opens for a few seconds, there's a wait cursor, then it closes. The Acrobat.exe file is dated April 13, 2021 and Explorer Details page gives the version as 21.1.20149.431161. Operating system is Windows 10 Pro. The system event log gives this:

- System
- Provider
[ Name] Application Error
- EventID 1000
[ Qualifiers] 0
Version 0
Level 2
Task 100
Opcode 0
Keywords 0x80000000000000
- TimeCreated
[ SystemTime] 2021-04-19T10:41:40.2205068Z
EventRecordID 54353
Correlation
- Execution
[ ProcessID] 0
[ ThreadID] 0
Channel Application
Computer CLB3Main
Security
- EventData
Acrobat.exe
21.1.20149.37945
60764561
ntdll.dll
10.0.19041.928
a0caab76
c0000374
000e6a73
1868
01d7350892486e90
C:\Program Files (x86)\Adobe\Acrobat DC\Acrobat\Acrobat.exe
C:\WINDOWS\SYSTEM32\ntdll.dll
80792611-6f57-470a-b503-4a23441aeabb

I tried the Repair function from the Control Panel. It did not fix the issue. Any suggestions?

[vicenta gutierrs66499861]

same problem here. When are you going to fix it? 

[MikeL72-1005]

+1 (x20 people in our office).  Same issue.  Program opens and slams shut about a minute later.  Most current version, no updates.

[sogoel_27]

Hello!

I am from Adobe Acrobat team.  We are extremely sorry for the inconvenience caused.

We would need some more details for the issue you are facing, to understand them better and work on the fix. It would be grateful if you could please help us with the following information.

1. Log files from your machine. To capture the logs, please download Adobe log collector tool from here and run it. It will generate a ".zxp" file on your machine. Please share the .zxp file with us. Click here to download
2. If needed, would you be willing to join a call with Adobe to help us debug the issue on your machine? 
3. Is CCDA installed ? If yes, which version ?
4. Is CCDA running ?
    

Thanks again!

Regards

Somya Goel

[CLB3 Systems]

Thank you for your response.

I have executed the log collector and attached the results (it is also uploaded). I would be happy to join a call concerning this (my number is below).

Charlie
{Personal info removed by mod: Phone number}

[MikeL72-1005]

Log uploaded........

[Jrm4991]

I have the same issue.  I just uploaded the log file.

[sogoel_27]

Hi,  we need name of th efile upladed to get it from another team, can you please share the file name or upload the .zxp file here/shared location

[MikeL72-1005]

AdobeLogs_20210419_115859_622-win.zxp

[Jrm4991]

AdobeLogs_20210419_120904_607-win.zxp

[CLB3 Systems]

Uploaded file name: AdobeLogs_20210419_115148_895-win.zxp

[CLB3 Systems]

CCDA is not running.

[sogoel_27]

And which version is installed on your system? Can you please check if Acrobat crashes even after CCDA is launched?

[CLB3 Systems]

When Creative Cloud is running, Acrobat does not crash. When I close CCDA, Acrobat again fails. I have version 4.5.0.331.

Per other posts, I upgraded Creative Cloud, which did not fix the problem.

[Gateway CDD]

I uploaded my log file:

The following file has been uploaded on Adobe LogCollector Portal:

File: AdobeLogs_20210419_123531_431-win.zip

[Gateway CDD]

I am also having this problem.

[defaultlz13kxh47zfg]

Same here, Adobe Acrobat Pro DC, Windows 10 properly updatet. I have no clue where to find the logs.