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C
CezarCez
Participant
October 10, 2024
Question

Adobe Pro keeps crashing when opening some PDFs

  • October 10, 2024
  • 4 replies
  • 2885 views

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
    This topic has been closed for replies.

    4 replies

    K
    king_0638
    Participant
    December 2, 2024

    Also having the same issue. It D/Cs and leaves me frustrated for hours. I don't know what to do here. I miss the old version

    T
    thomas_5543
    Participant
    October 23, 2024

    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.

    dern54497998
    dern54497998
    Participant
    December 2, 2024

    Same here, tried so many settings.
    Now i manually deleted the registry "Adobe" branch for some users last week, all these users now have a working Adobe Reader.
    I will now do it with some GPO for all users at startup.

    L
    LJSM
    Participant
    October 22, 2024

    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.

     

    C
    Community Manager
    Chetan23677088sx52Community Manager
    Community Manager
    October 11, 2024

    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

    C
    CezarCezAuthor
    Participant
    October 14, 2024

    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? 

    C
    Community Manager
    Chetan23677088sx52Community Manager
    Community Manager
    October 15, 2024

    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

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