Adobe Acrobat Pro DC Crashing

Report · Mar 18, 2020

In the past couple of days, Acrobat has been crashing multiple times while I'm working in it. I have Version 2020.006.20042 for PC. I noticed that if I go into Task Manager and shut down "Adobe Collaboration Synchronizer" if running or "Adobe AcroCEF" I am then able to work again without shutting down the program. When this happens, everything on my computer freezes in addition to Acrobat so Ctrl+Alt+Delete is my only option at that point. Is there a fix for this glitch?

Also for some reason, even though I have Adobe Collaboration Synchronizer set to be disabled in Services, it is still running at various times which seems to cause the crash. Not sure how this is possible. Any suggestions for a fix are welcome. Thank you!

Report · Mar 18, 2020

Hi Kcelsi,

We are sorry for the trouble and the experience. Is this a behavior with a particular PDF file or while doing a specific function or is it crashing randomly?

As you have the latest version of Adobe Acrobat DC please try the following steps and see if that helps:

Try to repair the installation while no other application is running. Close all open applications > Open Acrobat DC > Go to Home > Repair Installation > Restart the computer.
You may also try to turn off the protected mode for testing. Go to Edit > Preferences > Enhanced security > Turn off the Protected Mode and uncheck the Enhanced Security > Click OK and restart the application.
Note: Please turn on the security after testing.

You may also refer to the steps provided in the help article (https://helpx.adobe.com/in/acrobat/kb/acrobat-dc-crashes-on-windows-os.html#SendthecrashreportstoAdo...)

Let us know how it goes.

Regards

Amal

Regards
Amal

Report · Mar 19, 2020

Thank you. I've tried all of the above suggestions, but it's still happening. One new thing I noticed. When everything freezes, once I hit Ctrl+Alt+Delete to open the task manager, everything starts working again. I don't need to end task any processes. Just the act of opening the Task Manager, unfreezes everything. This happens while I'm working in Acrobat and InDesign at the same time. I am using the pdf for reference to make edits to my InDesign document so I'm going back and forth between the two programs. I'm in Comments mode clicking on and checking comments as I go along. This happens after I've gone into InDesign and then need to go back into Acrobat to check off the completed comment. This does not happen unless I'm using Acrobat so I don't think it is an issue with any other program.

Also, I have diabled Adobe Collaboration Synchronizer in services and it is not in Start Up. However, it keeps running anyway. This may be part of the problem and I have no idea how to shut it off. I have also uninstalled Acrobat and re-installed/restarted.

Report · Mar 19, 2020

Go to C:\Program Files (x86)\Adobe\Acrobat DC\Acrobat and rename or delete AdobeCollabSync

Report · Mar 19, 2020

Does anyone know how I can add users to my Pro DC Adobe account? I have a personal account but I need to have 4 users.

Report · Mar 19, 2020

If you have an Individual subscription, then your Acrobat is mapped to your Adobe ID. You can install and activate Acrobat on two systems using that Adobe ID but use it on only one system at any particular time.

Contact Adobe Customer support to purchase/ upgrade to teams license.

https://acrobat.adobe.com/us/en/acrobat/pricing.html

https://helpx.adobe.com/contact.html

Report · Jun 02, 2020

Would you recommend this fix in general (I'm running Acrobate DC, which constantly crashed, on a Mac with Mojave)

Try to repair the installation while no other application is running. Close all open applications > Open Acrobat DC > Go to Home > Repair Installation > Restart the computer.

Thanks

Report · Mar 18, 2020

Press Win+R to open the Run Dialog box. Type "msconfig" and press enter.

In the system configuration window that opens, select the Startup tab. Scroll down to find the "Adobe Acrobat Synchronizer" and uncheck that box. Then click apply and ok.

Report · Mar 19, 2020

Hi kcelsi1999,

Sorry for the inconvenience.

To help us investigate this issue can you please share the following details

1. From the details provided by you it appears that Acrobat hangs/freezes and when you kill the synchronizer/CEF process Acrobat is responsive again.

2. When Acrobat is in hang state can you please share process dump( from task manager) for the following processes:

i. Adobe Acrobat process

ii. Adobe Collaboration Synchronizer (both instances)

iii. All Adobe AcroCEF processes

Thanks,

Rohit

You can take process dump via Task manager by following steps:

1. Launch task manager

2. Go to details tab

3. Right click on a process and select "create dump file"

4. Dump file is create at: C:\Users\{username}\AppData\Local\Temp

For sharing files using Adobe Document Cloud

Please follow the steps to share the file using Adobe Document Cloud - https://documentcloud.adobe.com/link/send/

1. Open this link
2. Click on “Select files to Send”
3. Click link "Choose file from my computer" and select the file
4. Click on "Add Files", if you have more files to add
5. Click on Create link
6. Share this link with us

Report · Mar 19, 2020

Here are links to the dump files for the two processes that I suspect may be causing the problem:

https://documentcloud.adobe.com/link/track?uri=urn%3Aaaid%3Ascds%3AUS%3A9aba3788-b97e-4a7c-afd7-6d91...

Here is the Acrobat one too if it helps.

https://documentcloud.adobe.com/link/track?uri=urn%3Aaaid%3Ascds%3AUS%3A97f3fbff-aad5-4ba7-8ef8-4d87...

Report · Mar 20, 2020

Thanks kcelsi1999 for the sharing the dumps.

The dumps were investigated by the concerned team and Acrobat / synchronizer process seems to be running fine when this dump was taken.

Can you please try again and share the dumps when Acrobat process is stuck or unresponsive.

When a process goes in not-responding state, Task manager -> Details tab -> Status column next to the process shows it as not-responding.

Please capture process dump when it shows the process as not-responding and share it with us.

Thank you for your patience.

Regards,

Rohit

Report · Mar 20, 2020

Thank you. When I am in Task Manager, the process never shows as Not Responding because once I hit Ctrl+Alt+Delete, everything starts running fine. I don't think the program ever gets into Not Responding mode so once I'm in Task Manger, the problem is resolved for the moment. I just can't click on anything on my computer until I hit Ctrl+Alt+Delete. When the blue screen comes up, I just have to hit the Canel button and then everything is fine. It just happens every few minutes which is inconvenient. It's very strange and only happens when I have Acrobat open. When everything is frozen, I can't get any dump files, because I can't do anything on the pc.

Report · Mar 20, 2020

Go to C:\Program Files (x86)\Adobe\Acrobat DC\Acrobat and rename or delete AdobeCollabSync

Report · Sep 03, 2020

Acrobat has just crashed on me for the 5th or 6th time this morning whilst looking at PDF drawings. (Polite) words fail me to describe just how useless Acrobat is. Anyone thinking about buying Adobe Acrobat should seriously consider one of the alternative PDF softwares.

Report · Sep 16, 2020

I have Adobe Pro (not DC) and it constantly crashes since install. Today I must've tried 8 different times to optimize a pdf before giving up. I've talked to so many adobe techs and all they do is pass me along to someone else.

Report · Oct 26, 2023

I have the same problem: Adobe Acrobat PRO DC crashes and freeze in a few seconds after opening every file.
I tried to repair the installation, but Acrobat still freeze. The PC is new, with only Adobe Creative Cloud softwares installed.
In the screenshot you can see the window popup that opens and freeze the software

What can I do? The software is paid but unusable in this way.

Report · Oct 26, 2023

Hi there

Thanks for reaching out.

This is a known issue and our engineers are working on it for the fix.

The fix will be available in the future updates.

Thanks for your time and patience

Regards

Amal

Regards
Amal

Report · Oct 30, 2023

Ok,

and... what are Adobe's decisions regarding the fact that I pay an annual subscription to use this software?

And that it's unusable right now, but I'm paying for it?

I hope that partial compensation is provided.

Report · Oct 30, 2023

I have the same problem on a iMac for the last few days....

Report · Oct 30, 2023

Hi there

Please collect the crash/freeze logs https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html and share them via any cloud storage. Just upload the log file to the cloud and generate the link and share that link with us for further investigation.

Regards
Amal

Regards
Amal