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Cory-Ida-Ross
Cory-Ida-Ross
New Participant
March 20, 2023
Answered

Adobe crashes and file disappears when I try to save changes to a PDF

  • March 20, 2023
  • 1 reply
  • 5505 views

I have Adobe Acrobat Standard and always install the latest updates as they come out. 

Periodically, I will edit a PDF or add comments and when I hit "Save", I get an error and the file name changes to a random string of letters and numbers. 

  • Example:
    • Original file: Instructions for XZY.pdf
    • Renamed file when I try to save: 2ed8a5e0-1710-47d2-bcee-374a7c39234a.tmp

 

If I then try to File>Save As, it will open a window to a save location.  Sometimes, I’m able to save, but other times Adobe freezes and then crashes.  There does not seem to be a pattern as to when it will crash and when it will let me save.

The files - both the original file I opened and the oddly renamed version - disappear from my computer.

The files are not in the Recycle Bin or anywhere I can find, even looking in hidden files and folders.  Because Adobe closed, all temporary files are deleted and there is nothing in C:\Users\myname\AppData\Roaming\Adobe\Acrobat\DC

This happens consistently if I don't "Close" the comment or edit tool before saving, but it occasionally happens at other times as well.

I'm attaching a file with screenshots of what is happening.

This topic has been closed for replies.
Correct answer Amal.

Hi @Cory-Ida-Ross 

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 23.02.2006x 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-default/td-p/4792082

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.


Regards
Amal

1 reply

Amal.
Community Manager
Amal.Community ManagerCorrect answer
Community Manager
March 20, 2023

Hi @Cory-Ida-Ross 

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 23.02.2006x 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-default/td-p/4792082

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.


Regards
Amal

Cory-Ida-Ross
Cory-Ida-RossAuthor
New Participant
March 20, 2023
  • I am using version 2023.001.20064
  • This issue is not specific to one PDF or even a PDF originating from one source (Word, Excel, Pictures, Emails, Exports from websites, etc)
  • Neither repairing nor uninstalling/reinstalling Adobe Acrobat worked.
  • I have another Admin user profile on my Windows computer and had the same issue with that.
  • I had not done anything with the Preferences folder. 
    • I moved the folder as suggested and have been able to edit and comment on several PDFs without the error or crash.  This appears to have resolved the issue.

 

Thank you.

Amal.
Community Manager
Amal.Community Manager
Community Manager
August 8, 2023

Was there ever a fix posted?  Paying for a monthly subscription to Acrobat Pro and have to "save as" for every file that I use "organize" to add pages. This started 3-4 months ago.  I hope it was a bug y'all would fix quickly.


Hi there

 

Hope youa re doing well and thanks for reaching out.

 

Have you tried the steps provided in the correct answer above?

 

Also, make sure you have the application updated to the recent version 23.03.20244. Go to Help > Check for updates and reboot the computer once.

 

Regards

Amal

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