Adobe Acrobat shuts down a few seconds after launching

[Steve Kellaway]

Hi, i have an account with Adobe Acrobat Standard. I can login online and use it that way but if i open Acrobat locally it shuts down after a few seconds. I have a feeling it's not letting me Sign In, as i can see the Sign In button at the top before it shuts down. I has been running this on my computer for some time before this started to happen. I did also have this problem previously (months ago) and an uninstall, clean and reinstall worked to fix it.

This time around, I uninstalled Acrobat, ran the cleaner https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html restarted my PC, downloaded the 64 bit version of Acrobat Standard here https://helpx.adobe.com/au/acrobat/kb/acrobat-dc-downloads.html installed it and the identical problem still exists.

Can someone please help?

[kglad]

in the future, to find the best place to post your message, use the list here, https://community.adobe.com/

p.s. i don't think the adobe website, and forums in particular, are easy to navigate, so don't spend a lot of time searching that forum list. do your best and we'll move the post (like this one has already been moved) if it helps you get responses.

<"moved from download and install">

[alecia_9530]

Mine still closes upon startup. As soon as it signs me in, the app closes. 

[S. S]

Hi @alecia_9530,

Sorry to hear about your experience. 

Would you mind letting us know the app version you are currently using? 

Also, please help us gather the logs from your machine: https://helpx.adobe.com/acrobat/kb/acrobat-diagnostics.html. Please make sure Procmon is selected. You can upload logs using this tool and share your Unique log ID with us. 

-Souvik

[Steve Kellaway]

It's been 8 days since i posted this and i still can't use Adobe's software due to this error. Surely there's some help out there somewhere?

[Steve Kellaway]

ANYONE? HELP PLEASE!!???

[Amal.]

Hi @Steve Kellaway 

Hope you are doing well and sorry to hear that

Is this an issue with a particular PDF file or with all the PDFs? Please try with a different PDF file and check. If the file is stored on a shared network/drive please download it to your computer locally and then try again.

What is the version of the Acrobat DC you are using? To check the version go to Help > About Acrobat and make sure you have the recent version 23.08.20355 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.

Please try to reset the Acrobat preferences as described here https://community.adobe.com/t5/acrobat-discussions/how-to-reset-acrobat-preference-settings-to-defau...

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

[Steve Kellaway]

Hi Amal,

This is a problem with all PDF's. When Adobe Acrobat starts, I can see Acrobat start, then a white box with the heading 'Adobe Acrobat' appears for about 1 second and then the whole probram shuts down.

Version: Installed Apps shows the version as 23.008.20555 (not 23.008.20355 as per your post) - is this a problem?

"Also try to repair the installation from the help menu (Win Only) and see if that works." - I don't know how to do this. Do you have any instructions i can follow?

Preferences: I have moved the "Preferences" folder and rerun Acrobat with the same results. I have deleted the DC folder in the Registry, started Acrobat with the same result.

I do have another account i can log in to and weirdly I can use Acrobat on that account. However I need Acrobat to run on the account i am currently on.

[Amal.]

Hi there

We are sorry to hear that the issue still exists, As you have the most recent version 23.08.20555 installed would you mind collecting the Crash/freeze logs https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html and share them via any cloud storage. Just upload the log file to the cloud and generate the link and share that link with us for further investigation.

Regards
Amal

[Steve Kellaway]

Hi Amal, the windows crash dump file is here https://www.dropbox.com/scl/fi/zd4gv17r0zg1lewwtcgj5/adobe_licensing_wf_acro.exe.23776.dmp?rlkey=5by... 

[Amal.]

Hi there

Thanks for sharing the logs, I have shared them with the engineering team for review, will share the update as soon as we get any information.

Thanks for your time and cooperation

~Amal

[Steve Kellaway]

It's been over a month Amal, with no resolution. How long would it take them to review some logs do you think?

[LGN__]

I had this problem before.  Fresh install of Windows.  Fresh install of old version of Acrobat, like XI.  Same symptoms.  After I run "Check for Updates" and install the update, then the problem was solved - same situation on all computers that were using the Acrobat Pro XI.  You may have already done this... 

[Amal.]

Hi there,

We do not have a fixed time line for the issue to be fixed as our engineering team is still working on it.

We will keep you posted of the progress as soon as we hear anything form the engneering team.

Thanks for your understanding.

~Amal

[Holly37448360v95o]

Did this ever get resolved?  I am having the exact same issue. Super frustrating and can't seem to find a fix.

[Amal.]

Hi @Holly37448360v95o 

This issue is under investigation, and our engineering team requires the following logs to further drill down the issue:

Would you mind collecting the Procmon logs (Win Only) https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html and share them via any cloud storage. Just upload the log file to the cloud and generate the link and share that link with us for further investigation.

Regards
Amal

[Heather35203062xqt6]

Same issue!!!!!!!!!!!!

[jane-e]

Same issue

By @Heather35203062xqt6

Heather, have you sent the requested logs?

Jane

[phillip_5418]

Hi, just sharing—I had the same problem with Adobe Acrobat today. I ran a cleaner, restarted my PC, and reinstalled Adobe Acrobat, but the issue persisted. I eventually fixed it by going to the Adobe Acrobat folder inside the Program Files, right-clicking on Acrobat.exe to access the properties, then clicking on the Compatibility tab. I just unticked the box under Compatibility mode and clicked Apply.

This worked for my Adobe Acrobat Reader and solved the issue. I'm not sure if this will help with your problem, but I thought I'd share.

[Ginny26357795yeoa]

this worked for me as well!

[Kevin ISK]

For me, this is a sign in issue. I encounter this problem whenever I switch between my computers as only two devices can be logged in at a time. I use Windows computers and on my Windows 11 PC, I have to change Acrobat's compatibility mode to Windows 7. This allows the Sign In window to appear successfully. I can then sign out of other computers to so that I can use my current device.

[Taylor36743335kofb]

how do you change compatability mode?

[kglad]

@Taylor36743335kofb 

right click the exe or shortcut icon > click properties > compatibility

[thomash42757591]

This worked for me, the sign in box now appears if i change compatibility of Acrobat.exe to windows 7. Incredible the engineering team couldnt work that out. 

[Kevin26730279egpu]

Thank you, this is the correct answer!