Adobe Pro keeps crashing when opening some PDFs

[CezarCez]

Hello everyone,

I am having an issue with my Adobe Pro crashing when opening some PDF files. 

Troubleshooting I have tried: 

Reinstallation of both Creative cloud and adobe acrobat pro 

I also rebooted the PC before reinstalling adobe. 

Ran sfc /scannow and reboot the device. 

Windows update fully patch including Patch Tuesday of OCT 2024

Adobe Pro Fully Patch as well 

This is only happening to a single users. 

The PDF files are on Sharepoint / One drive this only happens to certain files not all. 

I also have copy the PDF from OneDrive to her desktop and try to open it from there and still nothing. 

Additional information. 

PC: Windows 10 Pro 22H2 

Adobe Verison:  Adobe Acrobat(54-bit) 24.003.20180

PDF File Sizes: 177KB 

Empoyees where Adobe isnt having the issue. 

PC: Windows 10 Pro 22h2

Adobe Version: Adobe Acrobat 24.0.03.20.112

I have the crash dmp as well if I need to post it 

Thanks, Cez

[Chetan Shamdasani]

Hi

Apologies for the problem. can you please share the dumps you have inadditions to  the logs so that we can look into the issue

Steps

1. Close Acrobat
2. Download and run Diagnostics utility https://helpx.adobe.com/acrobat/kb/acrobat-diagnostics.html
3. Select Start Diagnostics.
4. Now Open Acrobat and reproduce the issue.
5. Select Stop Monitoring, and share the log ID with us.

Thanks

Chetan

[CezarCez]

Hello, I ran the dignostic, and follow the steps provided above. When it got time to upload the logs file I wasnt able to. I would go to the path with the logs are store but it wont let me select anything. Do I have to rename or change the file type to PNG or DOCX? 

[Chetan Shamdasani]

Hi @CezarCez 
incase you are not able to upload then you can manually share the logs with us. in case upload fails then select the zip and share with us. i have messaged you my email privately
thanks
Chetan

[CezarCez]

Hello I send the dmp file to your email. 

[Chetan Shamdasani]

Hi @CezarCez 

can you please send me you email id as i am not able to track the email? you can private mesage me the email id

Thanks

Chetan

[LJSM]

Is there a resolution to this problem?

It appears it has only started to occur with the latest upgrade.

This issue is being seen across multiple users within our office.

[thomas_5543]

We ran into the same issue on a Windows Server 2019 using Adobe Acrobat Reader 2024.003.20180. We looked at many solutions and finally went nuclear on it. What remove the HKEY_Users\<sid>\Software\Adobe branch from the registry for the user that is having the problem while the user is logged in, but not in Reader. It doesn't seem to be all users. 

I know that's a ham-f1sted solution, but it's what I had time for.