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L
leebrow
Participating Frequently
March 22, 2022
Question

Adobe Acrobat Pro DC randomly closing/crashing

  • March 22, 2022
  • 1 reply
  • 2250 views

Hello,

I have several users explain to me that their Adobe Pro is randomly closing on them during the work day. Frustratingly, they sometimes lose many hours of progress from the issue. There is no popup, error message, nor warning that it is going to close. I have tried checking for updates, repairing the installation, uninstalling and re-installing it, uninstalling both Creative Cloud and Adobe Pro, and uninstalling both apps with the cleaner tool. No of the fixes have solved the issue for more than a day. I am at a loss as to what to do at this point since I am not an exepert. Any help would be appriciated.

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1 reply

Amal.
Community Manager
Amal.Community Manager
Community Manager
March 22, 2022

Hi there

 

Hope you are doing well and sorry to hear that.

 

Would you mind sharing 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 22.1.20085 installed. Go to Help > Check for updates and reboot the computer once.

 

As you have already tried most of the troubleshooting steps with no luck, 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 or enable the root account in MAC and try using the application there and check.

 

If it still doesn't work, please collect the crash logs https://helpx.adobe.com/lu_en/acrobat/kb/collect-logs-crash-freeze.html  , Adobe CC logs https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html  and procmon logs https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html  (Win Only) ad share them via document cloud link as described here https://helpx.adobe.com/document-cloud/help/sharing-pdfs.html for further investigation.

 

Regards

Amal

L
leebrowAuthor
Participating Frequently
March 25, 2022

Sorry, this took a while. Here is the DMP file.

https://acrobat.adobe.com/link/track?uri=urn:aaid:scds:US:5ab01288-b3ad-429d-8109-a05de7ca2226

Amal.
Community Manager
Amal.Community Manager
Community Manager
March 28, 2022

Hi there

 

Thanks for sharing the logs. Also, please confirm the version of the OS and the Acrobat DC you are using?

To check the version of the application go to Help > About Acrobat and make sure you have the recent version 22.1.20085 installed. Go to Help > Check for updates and reboot.

 

Regards

Amal

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