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4

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

New Here ,
Mar 10, 2022 Mar 10, 2022

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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? 

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Crash or freeze , General troubleshooting

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correct answers 4 Correct answers

Adobe Employee , Jun 15, 2022 Jun 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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Community Beginner , Oct 31, 2022 Oct 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

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Community Beginner , Nov 08, 2022 Nov 08, 2022

Dear Amal,

Thank you for your reply, but I followed the second suggested solution (install reader first) and so far it works fine. If crashes start to occur again I will do as you advise in order to generate the needed logs.

Kind Regards
Yiannis N. Panagiotou

[P.I Removed by Moderator]

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Community Beginner , Jan 19, 2023 Jan 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 Procm

...

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Adobe Employee ,
Mar 10, 2022 Mar 10, 2022

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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

 

 

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Community Beginner ,
Jun 14, 2022 Jun 14, 2022

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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.

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Adobe Employee ,
Jun 15, 2022 Jun 15, 2022

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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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Community Beginner ,
Jun 15, 2022 Jun 15, 2022

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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.

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Community Beginner ,
Jun 15, 2022 Jun 15, 2022

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This seems to have done the trick! Thank you!

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Community Beginner ,
Aug 10, 2022 Aug 10, 2022

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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.

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Adobe Employee ,
Aug 12, 2022 Aug 12, 2022

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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

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Community Beginner ,
Aug 15, 2022 Aug 15, 2022

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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.

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Community Beginner ,
Aug 15, 2022 Aug 15, 2022

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

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Adobe Employee ,
Aug 16, 2022 Aug 16, 2022

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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

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New Here ,
Aug 22, 2022 Aug 22, 2022

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I am also having this problem. An adobe tech remote worked on my system for over an hour this evening to try and resolve it- nothing. It works in my administrator account, but not on my user account, which has admin priviledges. If this is an ongoing microsoft/ adobe compatability issue then something needs to be done- I still have no way of editing images in paint when I edit pdfs. 

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Community Beginner ,
Sep 12, 2022 Sep 12, 2022

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Hi Amal. It's been nearly a month, and no word. Also, no Acrobat DC - the app crashes within two seconds of trying to open a file.

 

Any word on an actual solution?

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Adobe Employee ,
Sep 13, 2022 Sep 13, 2022

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Hi @Ken_Cousins 

 

We are sorry to hear that. Please update the application to the recent version 22.2.20212 from the help menu > check for updates and reboot the computer once.

 

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.

 

~Amal

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Community Beginner ,
Sep 13, 2022 Sep 13, 2022

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Thanks, Amal. It appears to work under the test profile. How do I get it to work under my own profile?

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Adobe Employee ,
Sep 14, 2022 Sep 14, 2022

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Hi @Ken_Cousins 

 

It looks like to be an issue with the user profile. Please try to repair the affected user profile and see if that works for you.

 

~Amal

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Community Beginner ,
Sep 26, 2022 Sep 26, 2022

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Hi @Amal. 

I'm experiencing the same issue with a brand new win11 computer. 

How do you suggest repair the user profile?

 

/Linn

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Adobe Employee ,
Sep 29, 2022 Sep 29, 2022

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Community Beginner ,
Oct 25, 2022 Oct 25, 2022

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Thanks for your tip, @Amal. 

I created a new account like the MS help page says. 

Adobe acrobat worked like a charm with the new account, for about 3 hours. 

Now its crashing again while loadning... 

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Adobe Employee ,
Oct 28, 2022 Oct 28, 2022

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Hi @Linn26295150mrt4 

 

We are sorry to hear that.

 

Would you mind collecting the crash logs as described here https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html and sharing them via the document cloud link as described here https://helpx.adobe.com/document-cloud/help/sharing-pdfs.html for further investigation?

 

Regards

Amal

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Community Beginner ,
Oct 31, 2022 Oct 31, 2022

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@Amal. 

 

I got sick and tired of Acrobad (misspelling intended) pro not working. 

I decidet to uninstall Acrobat pro and install Reader instead. Reader worked great. 

When I opened a PDF-file, Reader asked me to install Acrobat Pro to get full benefits of my Pro-subscrition. By mistace I clicked install, and quickly regreted that. 

As the install was in background, I managed to enter program settings and disable protected mode, which other support posts states to do. I have not been able to access settings in Acrobat pro, as the program has crasched before beeing able to click anything. 

 

Reader updated and now I have a working Acrobat Pro. 

Protected mode seemed to be the problem, but when beeing unable to access settings to disable it, its kinda hard to figure out. Is it possible to make protected mode off as system standard? 

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Community Beginner ,
Oct 28, 2022 Oct 28, 2022

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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.

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Community Beginner ,
Oct 31, 2022 Oct 31, 2022

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Check my solution above: 

1. Uninstall Acrobat pro

2. Install Reader 

3. Disable Protected mode in settings (security)

4. Install/upgrade to Acrobat pro

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Community Beginner ,
Nov 02, 2022 Nov 02, 2022

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Anybody whom it might be useful for, creative cloud acrobat pro is still broken on WIN 11 22H2, as a temporary measure I've clean-uninstalled all adobe software using their official cleaner:

https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html

then I used this guide to install a standalone version of acrobat pro 2020 (Acrobat_2020_Web_WWMUI.zip):

https://community.adobe.com/t5/acrobat-discussions/i-want-to-install-acrobat-dc-only-without-creativ...

This one works alright and it has all the functions I need (unsure whether it even has any differences to the creative cloud version).

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Community Beginner ,
Nov 03, 2022 Nov 03, 2022

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

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