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Ryan_Joe
Participant
March 10, 2022
解決済み

Adobe Acrobat Pro Not Responding and constanly crashing (windows 11)

  • March 10, 2022
  • 返信数 17.
  • 148435 ビュー

I have 5 computers all with 12th gen i9 CPUs and EVGA 3080 Ti GPUs with each holding 64-128 GB of G. Skill RAM. Out of all 5 computers Adobe Acrobat is Not Responding and crashes. I have updated each computer, followed ALL of your troubleshooting methods on your website and in these forums. Accumilated 10-12 hours of my own time following Adobe guidelines to "fix" their program. Yet, the program is unusable. I even spent my own money to have two SEPERATE IT companies remote in on all FIVE of my computers to try and find the problem. $617 later they can't even find the problem to make Adobe not crash. I am paying to use your software and paid a 3rd party to try and find out why its crashing. Still, I am left with a non functioning software. How is this even possible? 

    解決に役立った回答 jonbjork

    After navigating the Adobe website multiple times I finally found the correct place to download the app, and it now works. The URL is https://get.adobe.com/reader/download?os=Windows+10&name=Reader+2024.001.20615+English+Windows%2864Bit%29&lang=en&nativeOs=Windows+10&accepted=mss&declined=&preInstalled=&site=landing


    Perhaps I was having a slightly different not-responding problem, but I carefully went through all the settings and turned off anything that would require a ping to the internet. I haven't had the problem since doing that. I turned off perhaps 4-5 different settings that looked to be on by default. I wish I could tell you which one was causing the hanging, but I haven't had the time.

    返信数 17

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    A
    AAPRILDD
    Participant
    May 11, 2023

    I'm having trouble as well!  Cannot print anything from Adobe Acrobat Pro!  Freezes and goes to not responding error.  Irritating how slow it is.  And I have to export to a jpeg to print out docs.  

     

    Amal.
    Community Manager
    Amal.Community Manager
    Community Manager
    May 12, 2023

    Hi @AAPRILDD 

     

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

     

    Regards

    Amal

    D
    defaulthunsuk4kgpjg
    Participant
    January 14, 2023

    In response to Amal's advice about using the Acro  Cleaner Tool:  the web page he directs us to states that "The tool cannot be used with any Creative Cloud products or Acrobat delivered with CS products. It can only be used for standalone versions of Acrobat and Reader."   But my Acrobat was in fact delivered as a CS product.  So what is the best fix for my version of this problem?  When I launch Acrobat, I get a black sreen for a few seconds, and then it disappears.  I had uninstalled and reinstalled after getting the "internal error" message on launch.

    E
    Emmanuel28003675qkho
    Participant
    January 19, 2023

    This is probably an edge case, and certainly a "DOH!" / facepalm / 1D10t issue on my part, but in case it helps someone:

     

    Acrobat repeatedly "Not-Responding" was caused by a file with an invalid network path in the "Recent" list, in my case.

     

    The "Recent" list is apparently re-read periodically throughout normal app usage, and for each entry an attempt is made to follow the path and interrogate the file in some fashion (I suspect for grabbing the first page as a thumbnail).

     

    Using Acromon and Procmon helped reveal the issue, the pervasive re-parsing of the "Recent" list, and the timeout waiting for a network response.

     

    Removing the offending invalid network file entry from the "Recent" list fixed the issue.

     

    Other thoughts: The single invalid file path in the recent list always returned from unresponsive after about 20-30 seconds, not causing a crash.  Though too much impatient clicky-clicky would cause it to crash.  If there were more than one invalid network file path in the list, it would likely compound the wait times to the point that the app would certainly have been unusable.

      P
      paulmundy
      Participant
      January 28, 2023

      Thank you Emmanuel28003675qkho for this tip! Acrobat hast been driving me nuts for months for this very reason, and has been gumming up other programs at the same time. I cleared the Recents list (Home - Recent, then click the box to select all and click Clear Recent). It now works smoothly again. 

        I
        Ioannis5C65
        Participant
        November 7, 2022

        Same problem here! Acrobat is a joke on Windows 11. Crashes all the time!!! PLEASE FIX IT AND COMPENSATE US!

        Amal.
        Community Manager
        Amal.Community Manager
        Community Manager
        November 8, 2022

        Hi @Ioannis5C65 

         

        Hope you are doing well and sorry to hear that

         

        To investigate further, we would need the crash logs from the affected machines. Please follow the below to generate the crash logs: Press the' Start' key and search for 'cmd'. Launch the Command Prompt in admin, i.e. 'Run as Administrator mode. Run these four commands in a one-by-one manner:

         

        • REG ADD "HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\Windows Error Reporting\LocalDumps"
        • REG ADD "HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\Windows Error Reporting\LocalDumps" /v DumpFolder /t REG_EXPAND_SZ /d "%LOCALAPPDATA%\CrashDumps"
        • REG ADD "HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\Windows Error Reporting\LocalDumps" /v DumpCount /t REG_DWORD /d 0x00000040
        • REG ADD "HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\Windows Error Reporting\LocalDumps" /v DumpType /t REG_DWORD /d 0x00000002

         

        Retry the scenario where Acrobat crashes. Press Win+R and type "%LOCALAPPDATA%\CrashDumps" and press Enter. You will see the .dmp file generated file recently. Please share that dump with us.

        Note: The file will be large, so upload it to the Dcoument Cloud storage, generate the share link and send it to us: https://acrobat.adobe.com/link/home/ 

         

        Also, please share the Acrobat.dll,AcrobatRes.dll,Acrobat.exe present at the installation location –

        For 64-bit - C:\Program Files\Adobe\Acrobat DC\Acrobat
        For 32-bit - C:\Program Files (x86)\Adobe\Acrobat DC\Acrobat

         

        Thanks for your time and your cooperation on this.

         

        Regards

        Amal

        K
        Ken_Cousins
        Participating Frequently
        November 3, 2022

        Nothing here worked, so I ended up doing a full reinstall of Windows 11, and then reinstalling Acrobat DC. So far, so good.

        O
        Overer
        Participating Frequently
        October 28, 2022

        Win11 and Acrobat installed form creative cloud app here. The same, cannot even manage to click HELP when opening PDF or just Acrobat, it crashes instantly. Clean reinstall helps for a few "openings" and then it begins again. Seems that the current Acrobat build is broken on Win11. Did THIRD clean uninstall of adobe software and waiting for a newer build.

        L
        Linn26295150mrt4
        Participant
        October 31, 2022

        Check my solution above: 

        1. Uninstall Acrobat pro

        2. Install Reader 

        3. Disable Protected mode in settings (security)

        4. Install/upgrade to Acrobat pro

          R
          Robert32090283iw16
          Participant
          September 5, 2023

          I did everything through step 3, but when I try to upgrade to Pro (I have a serial number), it says "You have Adobe Acrobat (64-bit) (Continuous) already installed. Please uninstall that product before proceeding with this installation.

          Device name Bobs-Work-Laptop
          Processor Intel(R) Core(TM) i7-8565U CPU @ 1.80GHz 1.99 GHz
          Installed RAM 12.0 GB (11.8 GB usable)
          Device ID 2C072D2F-C375-458F-9AA3-88BEB6633F04
          Product ID 00325-96575-52581-AAOEM
          System type 64-bit operating system, x64-based processor
          Pen and touch Pen and touch support with 10 touch points

          Edition Windows 11 Home
          Version 22H2
          Installed on ‎10/‎13/‎2022
          OS build 22621.2134
          Experience Windows Feature Experience Pack 1000.22659.1000.0



          K
          Ken_Cousins
          Participating Frequently
          August 11, 2022

          I have a Lenovo P1 ThinkPad with i7 processors and 64 GB of RAM, running fully patched Windows 11. Over the past two weeks, Acrobat DC has become increasingly unstable.

          First were error popups that would only go away after closing the program via Task Manager. I made sure the software was updated, but the behavior persisted. I then ran repair installation within the software itself.

          Now it crashes as the application is starting. I followed the steps outlined by Amal below, with the same non-effect. I'm struggling to understand why we're paying for software that does not work.

          Amal.
          Community Manager
          Amal.Community Manager
          Community Manager
          August 12, 2022

          Hi there

           

          We are sorry to hear that.

           

          Please confirm the version of the application you are using. To check the version go to Help > About Acrobat. Also, please collect the Adobe CC logs https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html , procmon logs https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html and share them via document cloud as described here https://helpx.adobe.com/document-cloud/help/sharing-pdfs.html for more investigation.

           

          Regards

          Amal

          K
          Ken_Cousins
          Participating Frequently
          August 15, 2022

          Amal, CC Desktop says I'm running Version 22.0 (the app crashes when loading). I believe I've followed the other steps you've laid out, but the software is a bit light on explanation.

          Amal.
          Community Manager
          Amal.Community Manager
          Community Manager
          March 10, 2022

          Hi there

           

          Hope you are doing well and sorry to hear that.

           

          Would you mind sharing the version of the Adobe Acrobat DC you are using? Go to Help > About Acrobat and make sure you have the application updated to the recent version 22.1.20085. Go to Help > check for updates and reboot the computer.

           

          What is the workflow/steps you are doing that leads to application crash?

           

          Please collect the crash logs as described here https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html and share them with us via the document cloud link as explained here https://helpx.adobe.com/document-cloud/help/sharing-pdfs.html for further investigation.

           

          Regards

          Amal

           

           

          D
          Drew24863836jefl
          Participant
          June 14, 2022

          I'm have the same issue. I cannot even get Adobe to stay open long enough to navigate to Help. This is a huge problem! My Adobe DC is useless.

            Amal.
            Community Manager
            Amal.Community Manager
            Community Manager
            June 15, 2022

            Hi there

             

            Hope you are doing well and sorry to hear that.

             

            Is this an issue started recently after you updated the application?

             

            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 link https://helpx.adobe.com/acrobat/kb/acrobat-dc-downloads.html and see if that works.

             

            ~Amal

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