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ITWorld2021
Participant
March 17, 2023
Question

Adobe Acrobat 23 crashing on launch

  • March 17, 2023
  • 2 replies
  • 3019 views

Adobe Acrobat Pro has been installed and working fine on Windows 11 21H2. Since updating to Windows 11 22H2 Acrobat.exe crashes as soon as you launch it & support has done all the fixes I have seen online to no avail. Is it not compatible with 22H2 and Adobe is not saying it yet? If they are working on fixes it would be nice to let the customers know. I noticed they have a 64-bit version as well is that the resolution??? 

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2 replies

J
Jeffrey34634757bj3u
Participant
January 6, 2024

Hi, 

 

Was having the same issue and couldn't figure out why. I'm finding that if I wait 5-10 seconds after opening the file, I can begin to type on it and it remains open and stable.

 

So it seems it was crashing because I was interacting with the file before it fully loaded. 

    Amal.
    Community Manager
    Amal.Community Manager
    Community Manager
    March 17, 2023

    Hi @ITWorld2021 

    Hope you are doing well and sorry to hear that

    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 23.01.2006x  installed. Go to Help > Check for updates and reboot the computer once.

    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-default/td-p/4792082

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

    If it still doesn't work, please remove the application using the Acrobat cleaner tool https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html  , reboot the computer once and reinstall the application using the direct link
    https://helpx.adobe.com/acrobat/kb/acrobat-dc-downloads.html

     

     

    Regards
    Amal

    I
    ITWorld2021Author
    Participant
    March 17, 2023

    Thx Amal-

    I did all of the above previously. I am currently running 23.001.20064.0. The one time I did it worked for 10 mins then Acrobat.exe started crashing again. This only happens on W11 22H2 my W10 & W11 21H2 works perfectly. I have a current ticket open. 

    ls_rbls
    Community Expert
    ls_rblsCommunity Expert
    Community Expert
    March 17, 2023

    ++Adding to the discussion,

     

    There was another user that opened a ticket for the same issue a few days ago.

     

    In his/her case, the Adobe Acrobat Pro DC (64-bit) version was previously installed on his machine using the Adobe Creative Cloud (CC) desktop app. According to the Adobe customer, Suport confimred that there was a problem installing the Acrobat Pro through the CC app.

     

    In which case, (if this also how your Adobe Acrobat was installed), Adobe Customer Support was able to troubleshoot this issue by uninstalling the Acrobat and running the AcroCleaner tool. Then perform a manual install from a different download source (other than the CC app).

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