Adobe Acrobat Pro (x64) crashing when opening PDFs after 25.001.20577 update

[Ethan39008362himt]

One of my end users sent the following message, "Each time I open a .pdf, it locks up, shows not responding, and then I have to close the file."

No other Adobe Acrobat Pro x64 programs on other computers yeilded the same errors and are on the same version. Makes no sense. The settings are all the same across the board.

[Ethan39008362himt · Accepted solution]

I was able to uninstall acrobat once excel/outlook were closed, but when I tried to reinstall from the adobe acrobat pro that's located on the browser, it asks for the email but says it doesn't exist.

Which is not true because I signed in on the website. I then pushed it from Action1 (our patch management console), and it installed within 5-10 minutes and automatically connect to the account (I presume it noticed the browser was logged in).

That resolved our issue. I hope this helps!

[Meenakshi Negi · Accepted solution]

H lisak81424561,

Thank you for reaching out, and sorry about the trouble caused.

As you do not see the update available in the application, please try reinstalling the application using the following steps:
-Remove the application and run the cleaner tool (https://adobe.ly/45YAMu6).
-Reboot the machine
-Install Adobe Acrobat from the following page: https://adobe.ly/45R0xvk;

Let us know how it goes.

Thanks,

Meenakshi

[Tariq Ahmad]

Hi @Ethan39008362himt, 

Thanks for reaching out, and sorry for the troubled experience. 

If the file is located on a mapped network drive or cloud drive, try copying it to a local machine and opening it again. 
If the issue persists, try repairing Acrobat(Windows only). Launch Acrobat > Help > Repair Acrobat installation. 

If the issue is still reproducible, try disabling Protected Mode (for troubleshooting only):

If you’re facing issues with opening or interacting with PDFs, temporarily disabling Protected Mode can help identify the cause.

On Windows:

Go to Edit > Preferences > Security (Enhanced)

Uncheck “Enable Protected Mode at startup.”

Click OK and restart Acrobat.

On macOS:

Go to Acrobat > Preferences > Security (Enhanced)

Uncheck “Enable Protected Mode at startup.”

Restart Acrobat.

⚠️ Important Disclaimer:

Protected Mode is a security feature that helps prevent malicious content in PDFs from affecting your system. We recommend disabling it only for testing purposes. Do not open files from unknown sources while it’s off. If this step resolves the issue, we can guide you toward a safer, permanent fix.

If the issue is still reproducible, we need your help with logs: 

Please follow the steps below to collect diagnostic information:

Step 1: Run the Adobe Diagnostic Utility

1. Download the utility from this link: https://adobe.ly/4nqkAbE
2. Open the tool and click Start Diagnostics.
3. Ensure Advanced Logging is enabled.
4. Launch Acrobat and reproduce the crash or freeze (open the “What’s New” window).
5. Once the issue occurs, return to the utility and click Stop Monitoring.
6. Copy the Log ID shown and share it with us here.

Step 2: Collect Crash Logs (if applicable)

If Acrobat is crashing (and not just freezing), we also need crash logs:

• Instructions: https://adobe.ly/44afCIz
• Once collected, upload the logs to any cloud drive (e.g., OneDrive, Google Drive, Dropbox) and share the link with us.

Once we have this information, we can escalate the issue appropriately and work toward a resolution. Thanks so much for your patience and cooperation — we’re here to help.

Best regards,
Tariq | Adobe Community Team

[Ethan39008362himt]

Thank you for the follow up. I was unable to do anything with Adobe, as just opening the app caused a crash and it wouldn't give the crash logs. 

I was able to repair the installation, but that didn't change anything.

When trying to uninstall, the screens just go black even if I wait for the administrator popup. Have to ctrl+alt+del to return visibility.

We are trying to uninstall through our patch manager, but it also looks like it's having trouble as the automation hasnt started yet.

I was able to get the default set to Edge until this problem is resolved.

[jordan_3527]

I'm also having several end users experiencing slowness, not responding issues since the July update. Nothing in our environment has changed other than the Adobe update. Repairs, restarts of services, restarts, shut downs, nothing has worked. 

[Ethan39008362himt]

I only have 1 end user experiencing it, and I cant get back with them for 3 hours, maybe it has something to do with the plug-ins with outlook and excel. Do you use 32bit excel and classic outlook?

[jordan_3527]

64 bit across the board! We use CCH Engagement and it's rough there especially. But even launching it and a normal PDF from like, their OneDrive that's synced locally and in the cloud. It'll open, temporarily not respond, then let them go. it'll do that here and there while they're in a document. Again, this started ramping up after this July update with Adobe 😞 

[Ethan39008362himt · Accepted solution]

I was able to uninstall acrobat once excel/outlook were closed, but when I tried to reinstall from the adobe acrobat pro that's located on the browser, it asks for the email but says it doesn't exist.

Which is not true because I signed in on the website. I then pushed it from Action1 (our patch management console), and it installed within 5-10 minutes and automatically connect to the account (I presume it noticed the browser was logged in).

That resolved our issue. I hope this helps!

[prog_4670]

Have you reinstalled the latest patch or did you rollback?

Cheers

[Ethan39008362himt]

Yes, version 25.001.20577.

[lisak81424561]

I too am having issues with Adobe Acrobat (64-bit) every single time I have to open a pdf and I rely on this program as I open pdf's and work with them consistently every day. This has slowed my ability to work down to a snail's pace just trying to get the program to work correctly. It is not on a network so that is not the problem. I have repaired the installation and that did not change anything. I reboot the system and try again and again, the same issues exist. I open a pdf and it freezes immediately. If it ever unfreezes, any further action other than trying to close it, causes it to freeze up again. For what we pay for these programs, they should work. I used to be able to get a ton of work done and this is super frustrating.

[lisak81424561]

Also noting that I have version 25.001.20577 as well which is the one that is not working.

[Ethan39008362himt]

Is this on your personal computer or with a company?

Try completely uninstalling adobe, restarting your computer, then reinstalling it.

If you have a company managed computer, try having tech support uninstall it from their patch/device manager then reinstalling it through that.

What version of windows are you running, windows 11 24h2?

[lisak81424561]

Hello,

This is my company and I am it. I am running Windows 11 Home 23H2. System
shows no new updates available under Windows Update.



Thank you,





Lisa [Personal info removed by moderator]

[Meenakshi Negi · Accepted solution]

H lisak81424561,

Thank you for reaching out, and sorry about the trouble caused.

As you do not see the update available in the application, please try reinstalling the application using the following steps:
-Remove the application and run the cleaner tool (https://adobe.ly/45YAMu6).
-Reboot the machine
-Install Adobe Acrobat from the following page: https://adobe.ly/45R0xvk;

Let us know how it goes.

Thanks,

Meenakshi

[Tariq Ahmad]

Hello, 

@Ethan39008362himt @lisak81424561 @prog_4670 

I'm following up to see if you are still experiencing this issue or if it is no longer reproducible on your machine. 

Please ensure your copy of Adobe Acrobat is updated. To check for any pending updates, launch Acrobat > Help > Check For Updates. Several updates have been released since, with some changes in this area. 

If the issue is still reproducible, kindly help us with diagnostic and crash logs:

Diagnostic logs:

Run the Adobe Diagnostic Utility

1. Download the utility from this link: https://adobe.ly/4nqkAbE
2. Open the tool and click Start Diagnostics.
3. Ensure Advanced Logging is enabled.
4. Launch Acrobat and reproduce the crash or freeze (open the “What’s New” window).
5. Once the issue occurs, return to the utility and click Stop Monitoring.
6. Copy the Log ID shown and share it with us here.

Crash logs:

Collect Crash Logs. If Acrobat is crashing (and not just freezing), we also need crash logs:

• Instructions: https://adobe.ly/44afCIz
• Once collected, upload the logs to any cloud drive (e.g., OneDrive, Google Drive, Dropbox) and share the link with us.

Both types of logs are required. 

Best regards,
Tariq | Adobe Community Team | Meet Acrobat Studio

[lisak81424561 · Accepted solution]

After uninstalling and reinstalling a couple of times, I have gotten it working again for now. I have downloaded another pdf program that I will move to permanently if it happens again and that program has no issues. I am more familiar with Adobe but I cannot go through this time wasting process again.