Crashing over and over

[superbloom421]

This has been happening for a several weeks. The app keeps crashing, even with nothing open.

It crashes when it first loads, it crashes when I close it.

It crashes while I'm working, it crashes while I'm not even using it.

It doesn't always crash, probably half the time.

I've uninstalled and reinstalled 3 times.

I've sent the report many times and no one from Adobe has reached out.

The error code it gives me when I click "View Report" is long and Adobe won't let me post it here for some reason. Please view here: https://drive.google.com/file/d/1ENnMwEyvl2IA_xyrj9Vt__6FlDPVLm7N/view?usp=sharing

Its happening on my work documents while I'm editing so I'm losing a lot of time now and getting very frustrated.

[creative explorer]

@superbloom421 how are you uninstalling it? Through Adobe.com? Just selcting the app and deleting it? With three installs, and re-intalls, I would now use Adobe Cleaner (straight from adobe website) and clean it. The tool is intended to fix many common problems (such as removing old Adobe software, cleaning corrupt installation files, and fixing your host files to establish a connection with Adobe servers). https://helpx.adobe.com/ca/creative-cloud/kb/cc-cleaner-tool-installation-problems.html

I should have asked, is it just Acrobat or the whole computer crashing? I work on a MAC, and I had some issues with other Adobe apps and with Chrome too... Apple told me to remove my 'Preferences' — they said don't worry, once you restart your computer, the 'Preferences' gets re-created (if in doubt, you can copy this somewhere, I did because I was doubting them!). Well, I did that, I removed the 'Preferences', and oddly, 'Preferences' were over 4 gigs, and now it's 397kb! And it feels like I have a new computer! 

So, clean your adobe with the cleaner tool. Remove the 'Preferences' from your computer and retstart again. Hopefully, this will solve the issues! 

[Tariq Ahmad]

Hi @superbloom421, 

Sorry for the troubled experience, this doesn't sound good at all. 

Additional to what @creative explorer has mentioned to help us investigate the issue further, could you please share the diagnostic logs? 

To collect the logs:

1. Download and run the Diagnostics Utility from:  https://adobe.ly/4nqkAbE
2. Click on Start Diagnostics. Ensure advanced logging is checked.
3. Launch Acrobat, reproduce the issue with your file.
4. Once done, click Stop Monitoring.
5. Copy the Log ID and share it with us.

For crash or freezing issue, we would require crash logs: https://adobe.ly/44afCIz

• Upload logs to any Cloud Drive(One Drive, Google Drive, Dropbox, etc)

Will be waiting for your response.

~Tariq