Acrobat Pro DC crashes when I reorder page structure in the Order tab

Report · Apr 04, 2020

I just updated to OS Catalina and the latest version of Acrobat Pro DC and InDesign. I was previously using Sierra. I've never had crash issues in Acrobat Pro DC until this update, but it seems I only have this crash problem while working in PDFs exported from an InDesign 15.0.2 doc provided to me from another designer. The crashes are specific, too. They only happen while working in the ORDER tab for Accessibility. I try moving items up or down in the list and it crashes Acrobat. I can open other PDF files and reorder items with no crashing. Acrobat has always been finicky when it comes to making PDFs read in a particular order for Accessibility, but I've not had crashes before now.

Any ideas of how to remedy this?

Report · Apr 15, 2020

[Edited Response]

Hi wendyteague

We are sorry for the trouble and the delay in response. I hope you would be able to fix it by now.

Is this an issue with a particular PDF file or with all the PDFs you try to reorder the page structure? Please try with a different PDF file and check.

If the issue still persists, would you mind sharing the Specific PDF file which is causing the Application to crash so we can test it at our end and assist you better?

Please upload the PDF file to the document cloud (https://documentcloud.adobe.com/link/home/) generate the link and share it with us.

What is the version of the Adobe Acrobat DC you are using? To check the version go to Help >About Adobe Acrobat DC
make sure you have the latest version of the application 20.006.20042.

If you are on a Windows machine please try to repair the installation go to Help > Repair Installation and see if that works.

If it still doesn't work, please refer to the help article (https://helpx.adobe.com/in/acrobat/kb/collect-logs-crash-freeze.html) to collect the crash logs and share them with us for further investigation.

Regards

Amal

Regards
Amal

Report · May 20, 2020

Hi there

A new update for Adobe Acrobat/Reader DC is now available v20.009.20063. Please update the application to the new version. Go to Help > Check for Updates. You may also download the patch manually from the link (https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/index.html)and see if that helps.

Also, if you are using the dual monitor setup, please refer to the steps provided in the help article (https://helpx.adobe.com/acrobat/kb/dual-monitor-crash-windows.html)

Let us know how it goes

Regards

Amal

Regards
Amal

Report · Mar 22, 2023

I am having the same problem. I am trying to change the order of the content on an accessible PDF. I am running Ventura 13.2.1 with Acrobat Pro 2023.001.20063. When I try to change the order of elements in a PDF, it crashes every single time. I need help!

Report · Mar 22, 2023

Hi @thomass92488836

We are sorry to hear that.

Please 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...

You may also try to create a new test user profile with full admin rights in Win or enable the root account in MAC and try using the application there and check.

If it still crashes, collect the crash logs https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html Adobe CC logs https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html , Procmon logs (Win Only) https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html and share them via any cloud storage. Just upload the log file to the cloud, generate the link, and share that link with us for further investigation.

Regards
Amal

Regards
Amal