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Adobe Acrobat Pro Ver: 2023.008.20458 64-bit Crashes/Closes after opening a PDF

New Here ,
Jan 07, 2024 Jan 07, 2024

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Acrobat Pro will close within 3-10 seconds after opening a PDF document.  I have attempted the repair installation several times with no success.  There are no current updates available.  I was using the program 2 days ago, January 5, 2024, and was given a popup that updates were available which I accepted.  When I just open Acrobat alone from the icon on my desktop, the program will occasionally stay open but as soon as I try to open a document, it will close, again within 3-10 seconds.  I am using Windows 10 Pro.  I will also occasionally receive a message that states "Maintenance complted successfully.  Acrobat made some improvements to functionality and performance. You must restart Acrobat now to continue working."  There is a choice for learn more and Restart.  I click on Restart and the program closes, but does not restart.  When I manually restart from the shortcut on the desktop, the program will open.  A box will flash on the screen, then the program will close.  This is beyond frustrating.  Please, someone help.

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Crash or freeze , General troubleshooting , PDF

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Adobe Employee ,
Jan 08, 2024 Jan 08, 2024

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Hi @David34651624l7od

 

Hope you are doing well and thanks for reaching out.

 

Would you mind collecting the Adobe CC logs https://adobe.ly/3Hcnjlq , Procmon logs (Win Only)  https://adobe.ly/3SapiwE  and Crash/freeze logs https://adobe.ly/3SaAc4z and share them via any cloud storage. Just upload the log file to any cloud storage (Dropbox, Google Drive, etc. ) and generate the shareable link and share that link with us for further investigation.
 
Regards
Amal



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New Here ,
Mar 19, 2024 Mar 19, 2024

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Hi Amal,

I have the same problem and I followed your instructions to David. May I share my log file with you please?

 

Ms. May

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New Here ,
Mar 19, 2024 Mar 19, 2024

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Adobe Employee ,
Mar 20, 2024 Mar 20, 2024

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Hi @Ms.36185862ym30 

 

Hope you are doing well and thank you for sharing the log file.

 

Would you mind confirming the version of the Adobe Acrobat and the OS you are using? 

 

To check the version go to Help > About Acrobat and make sure you have the recent version 24.01.20604 installed. Go to Help > Check for updates and reboot the computer once.

Also try to repair the installation from the help menu (Win Only) and see if that works.

 

Let us know how it goes.

 

~Amal

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New Here ,
Mar 20, 2024 Mar 20, 2024

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Hi amal.

I guess my version is very old. I have Ver 11.0.0, running on Windows 10.  I have NOT been able to update it for a very long time now (a  couple of years maybe?). Tried it just yesterday and it verifies, copies the files, then just rolled back stating the following...[Update failed and gives an error code 1328: Error applying patch to C:\Config.Msi\PT881.temp. It has probably been updated by other means and can no longer be modified by this patch. For more information contact your patch vendor.]

 

Also, I have repaired it many times and rebotted once but it still crashes. Any insight you can give would be appreciated greatly. Thanks!

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Adobe Employee ,
Mar 21, 2024 Mar 21, 2024

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Hi there

 

Adobe Acrobat 11 is an old and EOL application it is no longer supported on the latest Mac and Win OS. For more info. please check the help page: https://helpx.adobe.com/acrobat/kb/end-of-support-acrobat-xi-reader-xi.html

 

For error 1328 please check the steps shared in the help page: https://helpx.adobe.com/acrobat/kb/error-1328-applying-patch-to-file.html

 

~Amal

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New Here ,
Mar 21, 2024 Mar 21, 2024

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Thank you Amal. I will try either of those two patches. But for now, it came back and I am leaving it open. 

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