Adobe Acrobat Pro DC 64 bit (23.003.20201) keeps crashing when users try to combine, organize edit

[Cynthia22591444siio]

Adobe Acrobat Pro DC 64 bit (23.003.20201) crashes intermittently when users use tools to combine, organize and edit pdf files. This is happening to multiple users. All users have new notebooks, less than 2 months old, Windows 11, fully patched. We have tried uninstalling, reinstalling, changing preferences, etc. It happens on different pdf files from different sources. The notebooks are not domain joined. It also happens when the users use their terminal server, which is domain joined. Here are 2 error reports. I have asked users to send error reports whenever the issue happens. It has been happening since they got their new machines.

[AkanchhaS]

Hi @Cynthia22591444siio 

Sorry to hear about the trouble caused.

Looking at the description above, it seems the users started experiencing the issue when they upgraded to Win-11.

Have you downloaded Acrobat from Adobe's website, or is it an enterprise license deployed on multiple machines?  

Uninstall-reinstall might not help, unless it's done without removing the old file traces. Hence, try these steps:

• Run this cleaner tool to remove the existing installer and application’s file traces:

https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html

Download the Acrobat installer from here:

https://helpx.adobe.com/acrobat/kb/acrobat-dc-downloads.html

• Navigate to Acrobat>Edit>Preferences>Security (Enhanced)>disable "Protected Mode at Start-up", "Protected View," and "Enhanced Security">OK>close and reopen Acrobat.

Note: these changes are only for testing purposes. Once tested, please change it back to the previous setting.  

If it still doesn't work, then ask one of the users to create a Hidden Admin profile to test the application's performance: https://learn.microsoft.com/en-us/answers/questions/676450/how-to-re-enable-the-administrator-accoun... 

Thanks,

Akanchha 

[Cynthia22591444siio]

No.  The machines were brand new from HP and came with Windows 11.  All applications including Adobe were installed before the users ever touched the machines.  We have already run the cleaner and done a fresh install. 

[Cynthia22591444siio]

We have already turned off Protected Mode and Enhanced Security before the users ever got the notebooks. They do not have these settings turned on.

[AkanchhaS]

In that case, please collect these logs while Acrobat crashes upon using the above features.

Please collect the Adobe CC logs https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html  

 Procmon Logs: [Windows only]

https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html 

Note: share the logs by uploading them to any cloud storage.

Thanks,

Akanchha 

[Cynthia22591444siio]

I'll do that.  Thank you.

[K8brolan]

I have done all of the above and also have a new laptop, but it comes with Windows 11. Nothing has resolved this, including repair and uninstall repeatedly, whether on the software version or the online or using  cloud version.