Latest version Acrobat Pro broken? Keeps crashing/not responding...

[Sjaak Banaan]

Since about a month my, and my colleges Acrobat Pro (64-bit) version keeps crashing/hanging for some reason. The program is up to date. Last week I found a another new update, but it still very unresponsive. 😞

Is there an easy fix or do we need to go back and install and old version?

Thanks.

[Derek24989132vqdc · Accepted solution]

Just "Disable new Acrobat Reader" under the file menu and let me know if that work.

[Oneone_user · Accepted solution]

I refered to the solution of removing the Acrobat registry, it solved.  Removing Computer\HKEY_CURRENT_USER\SOFTWARE\Adobe\Adobe Acrobat\DC.

[Oneone_user · Accepted solution]

Thanks a lot!

I've tried to check on the Creative cloud desktop but it didn't show any updates. I manually download the update. Now the version is 23.008.20555. The update is optional update. I will see if it can slove the issue.

[Amal.]

Hi @Sjaak Banaan 

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 23.08.2042X  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-defau...

You may also try to create a new test user profile with full admin rights in Win or enable the root account in MAC https://support.apple.com/en-in/102367  and try using the application there and check.

If it still doesn't work, please remove the application using the Acrobat cleaner tool https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html , reboot the computer and reinstall the application using the direct link https://helpx.adobe.com/acrobat/kb/acrobat-dc-downloads.html 

~Amal

[Sjaak Banaan]

Hi Amal,

Looks like it's happening with all PDF files, that is also what my colleges are experiencing. Files are on a NAS, but it also happens on my own harddisk. To me at home and at work, so it is affecting several systems. Somewhere else someone noted this is happening to the 64-bit version only... can you confirm this? Is there a link to 32-bit version?

Yes, it is the latest version, just checked again: 2023-008-20421 (64-bit)

My Windows account has admin rights.

Trying the repair function now...  but I'm not feeling confident that this will fix it, since it is only atleast 3 systems at work. I didn't ask the rest of them...

[Amal.]

Hi there

Please try to remove the application using the Acrobat cleaner tool https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html , reboot the computer and reinstall the application using the direct link https://helpx.adobe.com/acrobat/kb/acrobat-dc-downloads.html and see if that works.

If it still doesn't work, please collect the Crash/freeze logs https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html and share them via any cloud storage. Just upload the log file to the cloud and generate the link and share that link with us for further investigation.

Regards
Amal

[urgescape14]

Does this coincide with the Creative Cloud Update?   My version of Acrobat DC as well as other programs, including Photoshop, as well as MUSE (EOL- but had worked until the update) is experiencing crashes on start-up that coincide with the CC update in December.

[jlcc]

I have the same problem. It seems that something is wrong with the current version of Acrobat. Adobe, please investigate and publish a fix asap!

[Sandra34804359ijij]

1-15-2024 the system is now crashing and I am unable to work on any file on my hard drive.  I have rebooted and no change.  I am receiving an error message "Acrobat made some improvements to functionality and performance.  You must restart Acrobat now to continue working."  The program closes and when i reopen this error message appears over and over.  HELP!

[jasonk32529675]

I have been having the same problem recently but only mostly with complex PDFs like architectural drawings that we make and use. I disabled the new acrobat and it fixed the problem. CLick on the menue top left and scroll down...you should see an option for 'disable new acrobat'. Just click it and hit ok at the prompt. It limits some templates and other add on functions that seem to have been added and likely causing the problem. Reopened the same file and no issues. 

[Michelle3394578914b7]

I can't even open Adobe Acrobat, how am I able to do the things you suggested?

[Spikestrider]

If you are willing to uninstall and go back to a previous version?

Uninstall your current Acrobat

1. Go here:

1. https://helpx.adobe.com/acrobat/kb/acrobat-dc-downloads.html              

1. Must install this exact version Mac OS v10.14 (ignore the Mac OS you’re running):

1. Install that and DO NOT launch it
2. Go here:
1. dccontinuousnov2023.html
3. Install this version:

Hope it works as well as it did for us.

Don’t forget to turn off the updates immediately!! 

[WWF CONSULTIN29139866mwex]

still crashing, adobe need to find a solution

[Amal.]

Hi @WWF CONSULTIN29139866mwex 

Hope you are doing well.

What is the version of the OS and the Acrobat DC you are using? To check the version go to Help > About Acrobat and make sure you have the recent version 24.02.20687 installed. Go to Help > Check for updates and reboot the computer once.

If it still crashes, please collect the crash/freeze logs https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html share them via any cloud storage. Just upload the log file to the cloud and generate the link and share that link with us for further investigation.

Regards
Amal

[arki49]

dear amal

acrobat is broken since last december and despite i investet hours in finding a solution, acrobat keeps crashing. i have to use chrome for viewing lager pdfs (more then 20 pages) and in chrome its runs like a brise ... so tell your technicians to correct what ever they messed up last year ... i really dont get it how bad your support is ... i read hundrets comments about the same problem in the last few month - how is this possible. 

please do my a favor and stop asking what os one uses - adobe is causing the problem and you have to fix it ... 

thx a lot for a real solution, not just words 

[melissa34692109sb94]

Same.  Latest version of Adobe Pro is crashing and I'm getting "not responding" almost every time i open a PDF.  frustating 

[David264581669aao]

Getting the same issues with crashing every time any pdf tries to open cant get things done might have to revert to foxit if this cannot be resolved this seemed to happen with a recenty update

[claudem84644008]

Same here.  Since the last update  evey PDF we try to open either we get the "not responding" or the Acrobat freezes.  This is impacting multiple systems in our lawfirm.  I also noticed that once Acrobat crashes we cannot open another PDF unless we go to task manager and end the Acrobat background process.

Please help!

[Paweł27685920q69h]

I confirm. the program stopped working stably.

[Robert34742393sml4]

Same problem here; it just started in the last couple of weeks. The program repeatedly freezes for several seconds with a Not Responding message. I don't even need to have a document open--if I launch the program from the Start menu and just try to reposition the window, the same thing happens.

Has anyone tried, and had any success, the suggestions from Acrobat support above. I don't see any "that solved it" comments on here....

[Robert34742393sml4]

Update Jan. 12--bizarrely, the problem *seems* to have gone away this morning (after a few weeks of experiencing it every time I used the program). I didn't do any of the troubleshooting/repair procedures above, since no one had reported they were successful, and they all looked like the boilerplate "make sure your computer is plugged in" variety of troubleshooting suggestions. I'm guessing Adobe pushed an update that repaired the problem? Anyway, keeping my fingers crossed....

[Summer347268946j3g]

Me too! Keeps not responding.

[_DDB]

same here.. I had to reinstall Acrobat 5 times in the last months. Even tough I have a Acrobat Pro license, I could not install Acrobat Pro, the only solution is to install the free Acrobat reader, after which it asks me to upgrade to Pro. Then it works for a few weeks until the fatal freeze again. This morning I lost again 1 hour to simply open and sign a PDF document. 

[KimB837]

Same here.  Latest version of Adobe Pro is crashing and I'm getting "not responding" almost every time i open a PDF.  SO frustrating.

[kurth60770379]

Me too!  Nothing seems to help.  Is there a fix on the way?

Do we need to delete and reinstall?

[claudem84644008]

I tried the Adobe suggestion to remove and re-intall and... exactly the same.  Don't bother wasting your time.

[jasonk32529675]

I have been having the same problem recently. I disabled the new acrobat and it fixed the problem. CLick on the menue top left and scroll down...you should see an option for 'disable new acrobat'. Just click it and hit ok at the prompt. It limits some templates and other add on functions that seem to have been added and likely causing the problem. Reopened the same file and no issues.