Adobe Acrobat X Pro crashes when applying redaction

[seans57570]

Hello,

Good morning. I see there is other posts on this subject however I notice they seem to mention:

A) This like a page limit such as found here:

Apply Redaction Page Limit?

- It mentions further down in the post by staff to use a tool to remove the installation and re-install

B) Or this one:

Acrobat crashes when applying redaction

- Mentions here to remove some items in the registry and try repair the installation

I have already tried option "B", which didn't seem to make any difference. I came across option "A" this morning however I am skeptical these solutions are going to have any impact? Curious if there is any other solutions out there?

I work in an enterprise environment where we have standardized on all the same newer EliteDesk 800 G2 workstations which all run Windows 7 Enterprise 64Bit. These workstations come standard with and 256GB SSD and 8GB of DDR4 Ram. This problem is impacting 3 users (who all which performed the similar "redaction" tasks. I started with one user by upgrading there ram to 16GB and then proceed with Option B mentioned above and still experiencing the same crashes.

As the users are working away eventually Adobe come up with the message "that it has stopped responding" then you have to bring up the task manager to close it down.

Any suggestions would be greatly appreciated. Thanks in advance! 🙂

Regards,

-Sean

[Priyanja]

Hi,

Thanks for reporting the issue. Acrobat X is no longer supported.

Could you please share the bug file and exact reproducible steps so that we can try if it works with the latest releases of DC version.

Regards,

Priyanka

[seans57570]

Hi Priyanja,

Good morning. Ok will do. Would you be able to tell me where I could locate the “bug file”?

Regards,

-Sean

[Priyanja]

Hi Sean,

Thanks for the response. Please share a sample PDF file on which crash is reproducible.

You can share the file using Adobe send:

1. Launch your Application
2. Switch to Toll Center view and Open Send & Track
3. Click on “Select Files to Send”
4. A dialog will open from where you can choose the file/s you want to share
5. The workflow page will appear with the file/s to be shared pre-populated
6. Click on Create Link
7. Your Local files will be uploaded to the Document Cloud and a Public Link will be generated
8. Share the link with us.

Regards,

Priyanka

[seans57570]

Hello Priyanka,

Good afternoon. Unfortunately we won’t be able to provide the file as requested due to the confidential nature of the document(s) in question. Do you have any feedback with regards to the newer supported version of Adobe Acrobat Pro running on Windows 7 64 Bit enterprise, curious if this problem has been resolved?

Regards,

Sean Smithyman

Technology Operations Services

(250) 852-5259

ssmithyman@bclc.com<mailto:ssmithyman@bclc.com>

BCLC.com<http://bclc.com/>

(778) 220-9789

ssmithyman@compugen.com<mailto:ssmithyman@compugen.com>

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[seans57570]

Hello again Priyanka,

Good afternoon. Curious if you saw my last forum post? ☺

Regards,

-Sean

Hello Priyanka,

Good afternoon. Unfortunately we won’t be able to provide the file as requested due to the confidential nature of the document(s) in question. Do you have any feedback with regards to the newer supported version of Adobe Acrobat Pro running on Windows 7 64 Bit enterprise, curious if this problem has been resolved?

Regards,

Sean Smithyman

Technology Operations Services

(250) 852-5259

ssmithyman@bclc.com<mailto:ssmithyman@bclc.com>

BCLC.com<http://bclc.com/>

(778) 220-9789

ssmithyman@compugen.com<mailto:ssmithyman@compugen.com>

Compugen.com<http://compugen.com/>

<http://www.itbuzz.ca/> <http://www.green4good.ca/en_CA/home> <http://twitter.com/CompugenInc> <http://www.facebook.com/CompugenInc> <http://www.linkedin.com/company/compugen?trk=hb_tab_compy_id_163177>

More than $1 billion generated by BCLC gambling activities

Went back into health care, education and community groups across B.C.

[Test Screen Name]

I think Acrobat X went out of support far too long ago for people to be able to recognise the problem and say if it's fixed. I observe that it only affects certain users. Have you compared the app versions for your users?

[seans57570 · Accepted solution]

Hello,

Good morning. We ended up updating to XI which resolved the issues. You Can close this thread if you like?

Regards,

Sean Smithyman

Technology Operations Services

(250) 852-5259

ssmithyman@bclc.com<mailto:ssmithyman@bclc.com>

BCLC.com<http://bclc.com/>

(778) 220-9789

ssmithyman@compugen.com<mailto:ssmithyman@compugen.com>

Compugen.com<http://compugen.com/>

<http://www.itbuzz.ca/> <http://www.green4good.ca/en_CA/home> <http://twitter.com/CompugenInc> <http://www.facebook.com/CompugenInc> <http://www.linkedin.com/company/compugen?trk=hb_tab_compy_id_163177>

More than $1 billion generated by BCLC gambling activities

Went back into health care, education and community groups across B.C.

[Test Screen Name]

Thanks for letting us know. I should mention that you've updated from one obsolete, out of support, product (X) to another (XI). Only Acrobat DC, 2015 and 2017 are supported today. This may be especially relevant if your company has a policy not to run software with unfixed security issues.