Adobe Acrobat Pro PDF's keep crashing

Report · Jul 19, 2023

Hi Guys,

Have a very strange issue here:

One of our staff members PDF's keep freezing and crashing, no matter what PDF is open or as we try as a resolution. The laptop that's in use is a HP ProBook 440 G8 with 16GB RAM and a 1TB SSD.

One of the first errors that popped up in one PDF(first screenshot below), occured when creating comments in the 'comments' section(approx 500 at the time). The person who sent the PDF, I believe, was using Apple Pencil for creating the comments.

The second error given(see screenshot) was the error report, which occured when working on a completely different PDF or when they try and use any other PDF for that matter. Below is the error code report generated within the view details:

I've tried reinstalling Adobe along with the following: Edit>Preferences>Documents and check marked the option that says 'automatically save document changes' and set the time to 1 minute

We tried a different laptop with a smiilar spec, along with a full reinstall of the above formentioned spec'd HP laptop.

We also tried removing the staff members Adobe Pro licence and readding it back in with a full laptop restart; but to no avail.

If the issue was with the PDF files, which are being recieved from a Windows structured device, then everyone would also be having this same issue. It's jut the one user having this problem I'm afraid.

If anyone could give some sort of guidance with this, as soon as possible,we would really really appreciate it.

Kind Regards,

Des

Report · Jul 19, 2023

Hi @Des5EDB

Sorry to hear about the trouble caused. And we also appreciate that you have shared your findings from the troubleshooting steps provided.

Make sure that you have the latest patch installed for the Acrobat.

Go to Acrobat> Help > Check for updates and reboot the computer once (you must save all the work before restarting)

To download the patch manually, more information about this release is here: Release Notes | Adobe Acrobat, Reader

Does it crashes only when adding comments or on other actions, too/ Please share a sample file with us that has a comment on it.

Give it a try once again by removing the application using a cleaner tool-

Run this cleaner tool to remove the existing installer and application’s file traces:

https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html

Download the Acrobat installer from here:

https://helpx.adobe.com/acrobat/kb/acrobat-dc-downloads.html

If nothing works, then share these logs with us for further investigation:

Please collect the Adobe CC logs https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html

Procmon Logs: [Windows only]

https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html

Note: share the logs by uploading them to any cloud storage.

And the exact version of Acrobat and OS you are working on. To check the version, go to Help > about Acrobat.

Thanks,

Akanchh

Report · Aug 23, 2023

Hi @Des5EDB ,
Could you please recheck with the latest Acrobat and let us know if issue is resolved at your end?
In case you face the issue with the latest build, kindly provide the crash dump to look into it further.

Regards,

Arvind