Adobe Reader crashes or is not responding

[Frezerino]

Hi,
we have currently a big Problem with using the Adobe Reader Version 24.2.20991 (Update to current Version 24.2.21005 shows the same Issue).
If you try to use the AdobeReader, the performance and loading time, (only to view the document) is exordanary bad.
If the Users try to edit an document, the Reader shows no response and crashes or remain in this status.
We found a workaround to "solve" this issue.
-> deactivate the Protected Mode At Startup
Since this is manual fix, we get a lot of Tickets about this Issue.
Is there any Global fix or a fix planned for an upcoming version?
Thanks in advance.

[S. S]

Hi @Frezerino,

Hope you are doing well. Sorry for your experience with Acrobat!

We are aware of the issue and are working on a fix. Would you mind sharing the log files with me so I can share them with the team to investigate further?

Please use this link: https://adobe.ly/46V1xyv to collect crash logs and share the unique ID of the log.

-Souvik

[MarSor24]

Hi @S. S ,

Is this also affecting Adobe Acrobat? We are seeing crashes as well even after deactivating the Protected Mode At Startup

[S. S]

@MarSor24 Yes. This was first observed with Acrobat, later cascaded to Reader.

We are working to get this fixed with the next update. 

Meanwhile, if you could share the crash logs with me, it would be of great help.

Thanks,

Souvik

[MarSor24]

Is this fixed in version 24.003.20054?

[Bouge1085]

Sadly, no

[Frezerino]

Hi @S. S ,

i uploaded the LogFiles.

[S. S]

Thanks @Frezerino for it.

@MarSor24 Yes. The latest version is 24.003.20054.

Please check if the issue is fixed with the update.

Thanks,

Souvik

[Bouge1085]

It doesn't.

[Frezerino]

Is there any solution now??
Please fix this issue asap!

[S. S]

@Frezerino We have now been able to reproduce this with the help of users like you.

We will be rolling out the fix at the earliest.

-Souvik

[Jakob Berget]

Hi Adobe

We also still having the same issue, so I really looking forward to a solution.

KR Jakob

[S. S]

@Jakob Berget The team has reproduced the issue, and the fix should be available soon.

-Souvik

[M_Nascoop]

Does Adobe have a status page of these problems and their current status?  If so, can you provide the link, please?

[S. S]

@M_Nascoop we haven't added this to the known issues list, as this was not seen during testing.

However, we are getting closer to the next release, which will have the fix for the issue.

-Souvik

[Frezerino]

@S. S still no fix available?

[M_Nascoop]

It was released on the 10th ...

Release Notes | Adobe Acrobat, Reader

[scott_6059]

Any updates on this as I have an entire network of users in the same situation. Intermittent freezing all of a sudden and we have done everything from running repairs to complete new installs. Obviously, any form of a manual process to fix this on over 100 machines is a non starter for me. Hoping Adobe has a hotfix for this as it is happening to all of our adobe products. End users are about to revolt and force me to move to another more stable pdf product.

[S. S]

@scott_6059 

Would you mind getting on a call with the dev team and me? 

We cannot reproduce this error in-house, and seeing it in real time would give us a good idea of the root cause and help expedite the fix.

If yes, please let me know if the email address registered in the community is your preferred mode of communication. I will share a link with you over email so you can schedule the call according to your preference.

-Souvik

[Jakob Berget]

Hi all,

We are experiencing exactly the same with all users (18) - started like 5 or 6 days ago.

Is there any update on the way?

KR

Jakob

[Tariq Dar]

Hi all, 

We have released an update for the app. Please update your app to the latest version. 
Let us know how it works on your end. 

To update, launch the app, and help> check for updates. 


~Tariq

[Jakob Berget]

Hi Tariq,

I have updated to 2024.003.20112 and the issue is still there. We can open one or two documents okay, and then suddenly ww get " Not responding".

Kr 

Jakob

[Frezerino]

Hi @Tariq Dar ,

same here...

[Tariq Dar]

Thank you for the quick response, @Frezerino! @Jakob Berget! 

Sorry for the experience. To triage this issue further, I am seeking your help with logs: https://helpx.adobe.com/acrobat/kb/acrobat-diagnostics.html?linkId=100000281888931; use this tool to upload the logs and share the log ID with us. 

Also, please let us know if it is Reader or Acrobat you are using. And when the crash happens, what are you trying to do when the application crashes? 

Thanks, Tariq. 

[Frezerino]

Hi @Tariq Dar ,

we are useing the Adobe Reader & Adobe Acrobat over the Creative Cloud (the clients only have one installation Reader or Acrobat installed. not both at the same time).
i try to collect the Logs as soon as a new Ticket appears.