Adobe Acrobat (64-bit) always crash when opened

Forum|Forum|1 year ago
August 19, 2024
2 replies
2664 views

Adobe Acrobat hasn't worked since I tried to upgrade to the pro version.

Every time I want to open it, the application tries to connect to my account and closes itself.

I paid for the pro version and I can't even open a PDF, which is very frustrating.

I sincerely hope you'll find a solution soon.

2024-08-20_00-15-20.zip

Correct answer Tariq Ahmad

Hi @Alec1904, @peter_9938 @SPPhotog

Sorry for the frustrating experience.

On your system, search for "Acrobat Distiller." Launch it, and ensure Acrobat is closed before you launch Distiller. Wait for a moment. It may ask for a login, then log in with your Adobe ID and password. If it crashes, use the Acrobat Cleaner tool: https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html to uninstall Acrobat. Restart your machine and then try to install it again. Ideally, it should work fine after that. If it isn't and crashes again, use this

tool: https://helpx.adobe.com/acrobat/kb/acrobat-diagnostics.html to collect crash logs and Procmon logs and upload them using the same tool; help us with the log ID. The instructions for uploading logs using the log collector tool are mentioned in the same link.

Please let us know if it works for you. Thank you for your patience.

~Tariq

T

Tariq Ahmad

Correct answer

Community Manager

Hi @Alec1904, @peter_9938 @SPPhotog

Sorry for the frustrating experience.

On your system, search for "Acrobat Distiller." Launch it, and ensure Acrobat is closed before you launch Distiller. Wait for a moment. It may ask for a login, then log in with your Adobe ID and password. If it crashes, use the Acrobat Cleaner tool: https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html to uninstall Acrobat. Restart your machine and then try to install it again. Ideally, it should work fine after that. If it isn't and crashes again, use this

tool: https://helpx.adobe.com/acrobat/kb/acrobat-diagnostics.html to collect crash logs and Procmon logs and upload them using the same tool; help us with the log ID. The instructions for uploading logs using the log collector tool are mentioned in the same link.

Please let us know if it works for you. Thank you for your patience.

~Tariq

P

peter_9938

Participating Frequently

Ich habe alle Anweisungen befolgt – aber Adobe stürzt jedes Mal innerhalb von Sekunden ab – dabei erscheint folgende Fehlermeldung.

Ich habe mit dem Diagnostic Tool alle logfiles bereits hochgeladen.

ID: 7ca22315-6954-4be3-953a-6e03b388ba3f

s. auch Word- im Anhang.

Da ich schon einige Stunden mit dieser Sache verloren habe ☹ bitte dringend um Hilfe!!!

Liebe Grüße

Peter Andrecs
[Admin: Removed Phone number]

T

Tariq Ahmad

Community Manager

Hi @peter_9938

Thanks for the quick reply; since Acrobat is crashing all the time, as you mentioned, please help us with a crash dump from the system: https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html
Upload logs in any cloud drive and share the link.

Would you also confirm the current version of Acrobat installed?

Also, I think you were referring to a screenshot. I am unable to see the error or screenshot related to it.

Thanks for your help and patience.

~Tariq