Acrobat Pro DC crash when trying to play imported video

[SocialValley]

Hi,

I'm using Acrobat Pro Dc and I'm trying to import a video into a new file.

When ever I try to play that video is show me a "connecting..." message at the bottom right corner of the file and then everything just crash 

Here is my version details: 

I'm trying to import Rich Media 

[Amal. · Accepted solution]

Hi there

What is the version of the Acrobat DC you are using? To check the version go to Help > About Acrobat and make sure you have the recent version 24.01.206XX installed. Go to Help > Check for updates and reboot the computer once.

Is this an issue with a particular PDF file or with all the PDFs? Please try with a different PDF file and check. If the file is stored on a shared network/drive please download it to your computer locally and then try again.

Also try to repair the installation from the help menu (Win Only) and see if that works.

Please try to reset the Acrobat preferences as described here https://community.adobe.com/t5/acrobat-discussions/how-to-reset-acrobat-preference-settings-to-defau...

Let us know how it goes.

~Amal

[Brian Leonard5EEF]

Hey, any fix for this yet? I see the last post was May 03, 2024. Im having the same issue...

[josephk40641173]

Also STILL having this problem. Looks like this feature is useless? 

[Chukwuebuka S34191561fx6o]

Hello Amal,

It's so sad that there is still no fix or proper support to this issue. You all are sounding like bots, spamming the same response every single time despite repeated complaints by users that they don't work. I suggest tech support takes out time to read this thread and carefully analyze the situation to solve it, instead of asking the same set of questions with no way forward. I am having this issue, and came here for a solution, but it seems there is none here and this feature doesn't exist in your software.

[Jensemanno]

I have the same problem and test everything. 

Deinstall Adobe Acrobat DC, install again. Tried the Creative Cloud Cleaner, but Adobe Acrobat is not part of the cleaning possibility.

I am really irritated why there is no solution since several years. 

[Jensemanno · Accepted solution]

It's truly unbelievable that Adobe has failed to fix this problem, which has existed for years. 
We pay money every month for the applications and the service leaves so much to be desired.

Incidentally, it only affects PCs that have the Intel graphics unit integrated into the CPU and also have a 
dedicated graphics card. This is the case with my Alienware notebook with RTX3080.

The solution is as follows: In the Windows graphics settings, the “app” Acrobat must be manually added and then 
set so that only the Intel graphics unit can be used.

Then it also works with the integration of videos in all PDFs.

Thanks Adobe - it only took me a day's work to solve the problem and not with the help of Adobe, 
but with the help of the community.

So thank you Adobe, for nothing!

[defaulthu2fh0bslkft]

This worked for me!!!