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Answered

Acrobat Pro DC crashes when opening multiple files

Forum|Forum|7 years ago
November 8, 2018
9 replies
25146 views

I am unable to open more than one file with Acrobat Pro DC. I can open the first PDF just fine, but opening a second causes the application to crash without warning. This problem has only started in the last day or two. Previously, I observed Acrobat crashing when moving the open window between monitors (removing from one and docking on another). I have tried this with many different files of varying size, restarted windows, and no luck so far. I am using version 2019.008.20080 on a Windows 10 Pro machine. Has anyone seen this or have any suggestions?

General troubleshooting

Correct answer 一碰84741430

Oooooooohhhh!!!!!!!!!!!!!!!!!!!! i find the real solution. you can translation to solve it.

花了好长时间，终于找到了解决方法，大家可以试一试，如果成功的话来分享一下喜悦。

解决方法：编辑，首选项，页面显示，关闭使用2d图形加速。完美解决！！

解决完思考了一下，应该是我之前升级了显卡驱动导致的，大家应该也可以通过显卡降级解决这玩意。

D

defaultl7clzr972w37

Participating Frequently

I don't have anything in preferences > page view that shows anything "2D viewing". None of these solutions work for me. Has anyone made any progress on this?

Amal.

Community Manager

Hi there

Hope you are doing well and sorry to hear that.

Would you mind sharing 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 22.1.20117 (Win), 20112 (Mac). Go to Help Check for updates and reboot the computer once.

Please try to repair the installation form the help menu (Win Only) and reboot the computer once and check.

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.

Regards

Amal

D

defaultl7clzr972w37

Participating Frequently

I've since found out that it appears my windows user profile is corrupted. I created another profile and adobe opens the files fine. I'm not having issues with any other program, only acrobat DC pro. So, that's interesting. Regardless, that appears to be the problem. The version I'm running is on Windows 64 bit. Version: 22.1.20117.0

D

defaultb4jngyty9o23

Participant

Translate

Open Adobe Acrobat >>> Edit >>> Preferences >>> Page Display >>> Use 2D graphic accelaration >>> Reboot the application.

M

Mendipden

Participant

I have Acrobat X1 and could not open multiple pages. To clarify, you need to switch off 2D graphic acceleration, so untick the box. Works perfectly now. My thanks to our Chinese friend above.

一

一碰84741430Correct answer

Participant

Oooooooohhhh!!!!!!!!!!!!!!!!!!!! i find the real solution. you can translation to solve it.

花了好长时间，终于找到了解决方法，大家可以试一试，如果成功的话来分享一下喜悦。

解决方法：编辑，首选项，页面显示，关闭使用2d图形加速。完美解决！！

解决完思考了一下，应该是我之前升级了显卡驱动导致的，大家应该也可以通过显卡降级解决这玩意。

Amal.

Community Manager

Hi there

We are glad to hear that the issue got fixed.

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

Regards

Amal

F

Francis5FDE

Participant

Hi Amal, I suggest you contact 木鱼 for any assistance required in the future. He or she clearly knows your product better than you do.
Chinese translation:
您好Amal，我建議您將來與木鱼聯繫以獲取任何幫助。他或她顯然比您更了解您的產品。

一

一碰84741430

Participant

hello, l have the same problem. l am a chinese, my english is not good, so i will speak it in chinese, please translate it into english, thanks.

我也有相同的问题，网上下载了不同版本的acrobat，从2018，2019，2020都试过了，会发生一样的问题，我也用清理软件完全的卸载了它，试过官方的卸载工具，也试过第三方强力卸载软件，然而都没有用。我反复装了好几次，都没能解决它，也试过修复，没用，也试过关闭增强保护，也没用。我有理由怀疑这和电脑本身有关系，我的电脑系统版本是win 10 1909家庭版。并且我发现，当我打开一文件，然后关闭它，再打开另一个文件，它依然会出现和之前一样的问题，尽管它没有同时打开两个pdf，这也许对你们解决问题有些帮助。说实话，我搞了一天的这个，都要崩溃了，中文搜索引擎上我能看到也有不少人出现了这种问题，然而全网都没有解决方法。

J

jk0520

Participant

Is there a solutoin to this? My work requires multiple PDFs to be open at one time. But, as soon as I open a second PDF, the program crashes. I tried using the Adobe clean tool and doing a clean reinstall. I tried running the program as an administrator. And, I tried turning off the enhanced security settings. Nothing works. Please help fix this problem, the program is unuseable.

It's also not creating a dump when it crashes, despite following the instructions linked.

I could only get a process dump:

https://documentcloud.adobe.com/link/track?uri=urn%3Aaaid%3Ascds%3AUS%3Abfb0614b-2efc-4623-80a3-ab141aa3b633

Amal.

Community Manager

Hi there

We are sorry to hear that the issue still persists.

Please try to create a new test user profile with full admin rights or enable the root account in Mac (https://support.apple.com/en-us/HT204012) and try using the application there and check. If it still doesn't work please share the crash logs of the profile.

Regards

Amal

S

StDun2020

Participant

March 2020. I have this same issue. I am running Windows 10 OS version 1809 (OS build 17763.1039) with all of the latest patches and Adobe Acrobat Pro DC version 2020.006.20042 on a corporate laptop connected to the network. When I open a .pdf from my local PC directory, Adobe opens as expected with no issues. However when I open a second .pdf, the second pdf document appears as a tab next to the 1st .pdf I opened, but within 5 seconds of that appearing, Adobe closes. No error or warning. I have launched the Acrobat Repair from the help menu and uninstalled and reinstalled Adobe Acrobat Pro DC. I have also tried -short of using the AdobeAcroCleaner utility, all of the suggestions posted here and none of them have resolved this issue. Please, can someone from Adobe Tech Support advise us here as to how to resolve this issue? My laptop is a Dell Precision 5510 with integrated Intel HD Graphics 530 and Nvidia Quadro M1000M video card (all updated drivers) currently running on an Alienware AW3418DW monitor at 3440 x 1440, 50Hz resolution.

Amal.

Community Manager

Hi StDun

We are sorry for the trouble and the experience.

As described the first PDF opens as expected. However, when you open the second PDF the application crashes. Are you these PDF files located locally on your computer or are they on a shared network drive? Please try to download the files locally to your computer and try opening them.

For testing purpose please try to turn off the protected mode. Go to Edit > Preferences > Enhanced Security > Turn Off the protected Mode and Uncheck the Enhanced Security > Click OK and reboot the application and check

Note: Please turn on the security after testing

If the files are already present locally on your computer, please try to create a new test user profile with full admin rights and try using the application and check.

If it still doesn't work, please collect the crash logs (https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html) upload the file to the document cloud (https://documentcloud.adobe.com/link/home/) generate the link and share it with us for testing.

Let us know how it goes

Regards

Amal

R

romanobronx

Participant

Is this problem resolved? I have the same problem.

E

Exciting_future16B8

Participant

Hallo sands329 (and Shivam),

I have exactly the same issue (Adode Pro DC 2019.008.20081).

When trying to open multiple files, Adobe just shuts down. No error message or code, it just closes.

I did exactly what sands329 suggested, I minimised my Adobe to not be in full screen, and all of a sudden I can open a second file without any issue.

With two files open, if I maximise back to full screen it freezes for a second and then shuts down again.

Even just enlarging the Adobe window (I've not been able to figure out the exact size) with two files open and it shuts down.

I have to stick to the window size that it opens with when opening the second file and as long as I stick to that size I can open other files without any issues. As soon as a second file is open, increasing or decreasing the window size becomes an issue.

I've performed all the steps mentioned en the post (Cleaner Tool, reboot, install again,...) and still no joy.

I'm running Win 10 Ent 1809 on a Dell 7050 also with a Radeon R7 350X and two screens (2560 x 1440 resolution).

All drivers up to date and the problem has only started within the last week.

Regards,

Chris

Adorobat

Community Manager

Hi sands329,

As per the issue description mentioned above, Acrobat DC is crashing when opening multiple pdf files on your win10 machine, Could you try repairing Acrobat using "Repair installation" option under Help menu, reboot the machine after repair and check.

If that doesn't work, set Acrobat to launch as an administrator using the steps given in the following help document and try again:

Run an Adobe program as administrator | Windows 7, Vista

Also, check if an update is available for your display adapter by clicking Start menu > Settings > Display

Also, let us know if there is any error message when Acrobat crashes?

Are the files you are trying to open located on a network? If yes, save them to the desktop and try opening the files again.

-Shivam

S

sands329Author

Participant

Thank you for the answer. Repairing the installation and restarting did fix the issue, although just temporarily. Acrobat just crashed again when I was working with multiple pdfs open. I pulled the window from my secondary monitor over to my primary monitor and went full screen by snapping the window to the top of the screen. Then acrobat crashed, and now the same problem has returned. I cannot open more than one pdf at the same time. The root cause of the problems I am having appear to be related to either snapping a window with multiple pdfs open or moving between dual monitors, as I did this each time when the issue occurred. My display adapter is listed as up to date. I am running with an AMD Radeon R7 350X, 2 monitors, 1920x1080 resolution. Again, this issue has only come up in the last week or so. I have not installed any programs in that time or modified system settings, so I am not sure what has changed unless either a Windows update or Acrobat update occurred recently.

To your other questions: I do not receive any error message, and no message is logged after turning on logging; Most of my files are accessed over the network, but the issue is still present when loading pdfs locally.

I will repair the installation again, but I would like to say that this process takes entirely too long (nearly 15 minutes when I did this before). I would like to understand the root cause of the issue.

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