adobe acrobat 2020 standard crashing for all users after 20.005.30407 Planned update, Oct 11, 2022

[Jim26662844wvmq]

any user who has an acrobat 2020 standard license has adobe crash upon opening after getting updated to 20.005.30407   - this is impacting all 20+ users

we have uninstalled the updated version then install with an older installer.

we have an installer that installs 20.001.30002 and we have disabled the auto update service from adobe and stopped it as a temp work around.

very frustrating - all the adobe steps have been taken, repairs, reinstalls ( work great until the auto update runs), admin rights launching, compatibility settings, etc etc

none of our adobe 2020 pro users on this same version are having this issue

none of our 2017 pro or standard users have any issue

[Kurt268197661qyh]

Here on our side the same very frustrating issue, adobe acrobat pro 20.005.30407  crashes, freezes, hangs completely.

We have to uninstall it on all 400+ devices and install previous working version.

Please Adobe, when can this issue be fixed at the soonest??

[Jim26662844wvmq]

we continue to see this issue for acrobat 2020 standard users.  we see from multiple dmp files that the culprit is ia32.api file in the plugin folder

our hypothesis was that the attempt to update from the scheduled task that checks and enables the adobe updater service and runs it was somehow corrupting this ia32 file.   we have been uninstalling that scheduled task and stopping\disabling the auto updater service after uninstalling and reinstalling acrobat 2020 on the .30407 version but even this doesnt stop the issue.   users reporting again today adobe wont open.

[adeep93]

Hi everyone,'

Is the issue reproducible consistently?

For further investigation, could you please share the crash logs with us?

Please refer: https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html 

Thanks

Adobe Acrobat DC Desktop Team

[Nancy2335929223yr]

I've submitted at least 15 crash logs. I open the PDF and use the search function to find instances of text. It doesn't show the usual list of variants, but will find the first term. If I hit the "next" button, the PDF crashes. It crashes other times as well, but that's a reliable killer. Macbook Air 2020 M1 chip, running last two versions of Monterey OS and now the new Ventura. None of them work. I found a similar crash situation from 2017, which was fixed by updating. Did not work in this case. Adobe is updated, OS is updated. In that case they isolated it to searching across pages, which is a critical funcationality for Acrobat. Thanks for looking into this. I've lost a lot of work and I'm pretty frustrated. It asks if I want to restore, I say yes, and it does not.

[Slagish]

Any update on this issue?

[Slagish]

We too have over 20+ user's experiencing similar issues where Adobe acrobat Professional Classic 2020 started freezing about 4 weeks ago. Their current version is 20.005.30407. 

It seems to be random when the freezing occurs. But once it happens, Adobe consistently freezes after that every time it's launched. Doesn't matter if it's directly from a PDF or the .exe file. We had to reinstall Adobe in each case for it to work for a day or so before it returns. We've tried many different things to see if we can get around this issue, such as, disabling enhanced security among other recommended troubleshooting tips from Adobe and the forums. 

[Kurt268197661qyh]

Really annoying and not yet professionally handled by Adobe. Even no confirmation yet about this bug release.

Anyway as a workaround what you can do is install a previous version ex. 20.001.30002 and ensure you have disabled/removed the update scheduled task 'Adobe Acrobat Update Task' AND disabled/removed 

Adobe acrobat update service. I also removed the update files from "C:\Program Files (x86)\Common Files\Adobe\ARM\1.0". Also tell users to not click on Help>Update Adobe, because if they do the updates files are automatically restored from some cache and the updatéscheduled task and service are recreated as well. So be careful or you end up again with running that really bad-ass 20.005.30407

[Kurt268197661qyh]

New update has been released, hopefully this one works. Testing now

20.005.30418 Optional update, Nov 17, 2022 — Acrobat-Acrobat Reader Release Notes (adobe.com)

[Kurt268197661qyh]

Unfortunately Adobe Acrobat 20.005.30418 update does not solve the issue of freezing the users device.

Many users are getting the issue again

[Slagish]

Yep, we experienced the same thing as well. With over 30 users. 
we had to downgrade every single one to the august 9th version and disable auto updater in preference, windows service and task scheduler for now to prevent it from updating on its own. 

[Slagish]

I wanted to follow up. We're still having issues. Those users seem to auto update even if we tell Adobe not to.