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

[Ryan_Joe]

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? 

[Amal.]

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

[Drew24863836jefl]

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. · Accepted solution]

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

[Drew24863836jefl]

It's an issue I began experiencing when I started using Windows 11. DC still works on my old Surface Pro that is running Windows 10. I noticed in the app properties that I cannot choose a Windows 10 compatibility mode on the Windows 11 machine, only modes for Win. 8, 7 and Vista. I will try your suggestion.

[Drew24863836jefl]

This seems to have done the trick! Thank you!

[Ken_Cousins]

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.]

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

[Ken_Cousins]

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.

[Ken_Cousins]

CC logs appear to have uploaded themselves as "AdobeLogs_20220815_024236_897-win-GS.zxp"

[Amal.]

Hi Ken

Sorry to keep you waiting. This issue is reported to our engineering team and they are working on it for the fix.

We will share the update as soon as we get any news from them.

Regards

Amal