Acrobat Pro CRASHES when MP4 video is added

[christopher@ctmartin.com]

I saw this has been reported before but there is no posted fix.  I was hoping to see if anyone came up with any.

When I try to embed an MP4 video into a PDF, the entire PDF crashes.  The video does not attach.

I am using the Ruch Text addition function.  The video plays on all computers.  

I have tried this with multiple PDFs, and mltiple cmputers runnign Windows 10.

We are doing a medical submission that will use up to a dozen 5 second videos, so this is critical.

I have followed the troubleshooting about turning off enhances security, etc.  Nothing works.

We are running the most recent version of Adobe DC.

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[Amal.]

Hi Christopherm

Hope you are doing well and sorry for the trouble. As described the application is crashing on inserting the Video.

Are the video file and the PDF file saved on a shared network/drive? If yes, please download and save them to your computer locally and then try to add the video file and check.

Also, please try to turn off the protected mode at startup as follows. Go to Edit > Preferences > Enhanced Security > Uncheck 'Enable Protected mode at startup' Turn off the protected mode and uncheck Enhanced Security > Click OK and reboot the computer once.
Note: Please turn on the security after testing to avoid security risks.

If it still doesn't work please try to reset the preferences to default a described in the help page https://community.adobe.com/t5/acrobat/how-to-reset-acrobat-preference-settings-to-default/td-p/4792...

If it still doesn't work, please try to create a new test user profile in Windows and try using the application there and check.

You may also look at the troubleshooting steps provided in the help page https://helpx.adobe.com/in/acrobat/kb/acrobat-dc-crashes-on-windows-os.html and see if that helps.

Regards

Amal

[sean_6827]

Is there a solution at this time? If the above does not work.

[S. S]

Hi @sean_6827,

Hope you are doing well. Sorry for the trouble, and the delayed response.

Do you still experience crashes with adding multimedia files? Have you tried updating the app to the latest version (2025.002.20432) and letting us know if the issue is fixed for you?

If not, please share a few more details for further investigation:

1. The OS and version of your system;

2. A sample file where you experienced the issue;

3. logs from your machine: https://adobe.ly/3FpRaJg. Please make sure Procmon is selected. You can upload logs using this tool and share your Unique log ID with us. 

Look forward to hearing from you.

Regards,
Souvik.