Acrobat Pro DC crashes attempting to create PDF using Microsoft Office 365

[Michael Linder]

It's gone through Windows 10 Control Panel repair, uninstallation and reinstallation, but nothing helps. All attempts at creating a PDF file from the most recent iteration of Microsoft Office 365's Outlook or Word simply crash Acrobat Pro DC Version 2019.021.20049. One file-saving progress bar increment is seen, then poof! All signs of Acrobat disappear.

Trying it the other way around, a Word .docx file can be imported into Acrobat Pro DC, but this error occurs when a PDF is requested...

Acrobat Pro CC crashes on saving Word, Outlook files to PDF  

Office's settings indicate nothing unusual in COM Add-ins. Acrobat's PDFZMaker and Cloud are present and enabled, Anyone have a proven fix? 

SYSTEM PARAMETER
Account Detail: 
   User Rights: Admin
   User Account Control: Default
   Process Integrity: High
   Profile Type: None
Acrobat Detail: 
   Sandboxing: Off
   Captive Reader: No
   Multi-Reader on Desktop Support: Off
Applications Installed: 
   Office Version: Office 2016 64-bit
   Outlook Version: Outlook 2016 64-bit
Available Physical Memory: 4194303 KB
Available Virtual Memory: 3734964 KB
BIOS Version: AMD - 3242016
Default Browser: C:\Program Files\Internet Explorer\iexplore.exe
    Version: 11.00.18362.1 (WinBuild.160101.0800)
    Creation Date: 2019/03/18
    Creation Time: 10:21:39 PM
Default Mail: Microsoft Outlook
    mapi32.dll
    Version: 1.0.2536.0 (WinBuild.160101.0800)

Display Detail: 
   Screen Width: 3840
   Screen Height: 2160
   Number of Monitors: 3
   Number of Mouse Buttons: 16
   Has Mouse Wheel: Yes
   Has Pen Windows: No
   Double Byte Character Set: No
   Has Input Method Editor: Yes
   Inside Screen Reader: No
Graphics Card: NVIDIA GeForce GTX 1080
    Version: 26.21.14.4097
    Check: Not Supported
Installed Acrobat: C:\Program Files (x86)\Adobe\Acrobat DC\Acrobat\Acrobat.exe
    Version: 19.21.20049.355013
    Creation Date: 2019/10/23
    Creation Time: 6:43:10 AM
Locale: English (United States)
Monitor: 
    Name: NVIDIA GeForce GTX 1080
    Resolution: 1920 x 1080 x 144
    Bits per pixel: 32
Monitor: 
    Name: NVIDIA GeForce GTX 1080
    Resolution: 3840 x 2160 x 60
    Bits per pixel: 32
OS Manufacturer: Microsoft Corporation
OS Name: Microsoft Windows 10
OS Version: 10.0.18362  
Page File Space: 4194303 KB
Processor: AMD64 Family 23 Model 1 Stepping 1  AuthenticAMD  ~3394  Mhz
Session Detail: 
   Boot Type: Normal
   Is Shutting Down: No
   Network: Available
   Inside Citrix: No
   Inside VMWare: No
   Remote Session: No
   Remote Control: No
   Using JAWS: No
   Using ZoomText: No
   Using Windows-Eyes: No
   Using NVDA: No
System Name: HQ3
Temporary Directory: C:\Users\MICHAE~1\AppData\Local\Temp\
Time Zone: Pacific Standard Time
Total Physical Memory: 4194303 KB
Total Virtual Memory: 4194176 KB
User Name: Michael Linder
Windows Detail: 
   Tablet PC: No
   Starter Edition: No
   Media Center Edition: No
   Slow Machine: No
Windows Directory: C:\Windows

INSTALLED PLUG-INS
C:\Program Files (x86)\Adobe\Acrobat DC\Acrobat\plug_ins\Annots.api
    Version: 19.21.20048.354512
    Creation Date: 2019/10/16
    Creation Time: 12:27:40 PM
C:\Program Files (x86)\Adobe\Acrobat DC\Acrobat\plug_ins\IA32.api
    Version: 19.21.20047.354104
    Creation Date: 2019/10/16
    Creation Time: 12:27:40 PM
C:\Program Files (x86)\Adobe\Acrobat DC\Acrobat\plug_ins\Updater.api
    Version: 19.21.20047.354104
    Creation Date: 2019/10/16
    Creation Time: 12:27:40 PM

[Amal. · Accepted solution]

Hi MLinder,

Thanks for reaching out and apologies for the trouble. As described above the application is crashing when trying to save the word or outlook files. 

Since you have the latest update, please try to repair installation, Go to Help > Repair installation  and check.

If it still doesn't work please try to reset the preferences to default. Please refer to the help article (https://community.adobe.com/t5/Acrobat/How-to-reset-Acrobat-Preference-settings-to-default/td-p/4792...) and see if that works.

If it still doesn't work,

• Please remove the application using the Acrobat Cleaner Tool - Download Adobe Reader and Acrobat Cleaner Tool - Adobe Labs
• Reboot the computer
• Reinstall the application using the link: Download Acrobat DC installer for Enterprise term or VIP license

Let us know how it goes.

Regards

Amal

[Michael Linder]

Hi, Amal.

I tried running the Acrobat Continuous Updater of November 14 [AcrobatDCUpd1902120056], though it failed to resolve Acrobat crashes while processing Microsoft Office files. I followed up with your suggestions...

• Deleted preferences (Crashes continued)
• Deleted Acrobat with the Cleaner Tool
• Reinstalled Acrobat DC Pro from your link (Crashes continued)

But the problem seems resolved after the updater was run on top of this fresh install — but only after first taking the above steps. 

—Michael 

[Amal.]

Hi Michael,

We are glad to hear that the issue got resolved.

Feel free to contact us for any further assistance required in the future.

Regards

Amal

[jime29424151]

I was having MS Word crash whenever I use the adobe add-in to create pdf. I tried uninstalling and reinstalling 32 bit AcrobatDC, then tried the latest 64 bit version of DC, then uninstalled both DC and Office 365. Same issue.

I then followed the advice above - remove preferences (didn't fix it), unistall, run the cleaner tool, reinstall (64 bit again) - it has finally worked! Thank you Amal.