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.

[Oneone_user]

It didn't work for me. I did it according to the guide of Adobe but the 32bit version still crashes. only removing registry works for 1 to 2 days.

[pierret18811376]

There is a new update for Acrobat Pro : https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/index.html

[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.

[Oneone_user]

The information of the update: (There is nothing related about the issue)

4433231: Quitting unexpectedly on Win 11
4451370: Fixing crash on App Quit on Mac in some scenarios
Known issues
For a list of current issues, see http://helpx.adobe.com/acrobat/kb/known-issues-acrobat-dc-reader.html.

[Oneone_user]

The new update cannot fix it. Acrobat still crashes.

[Amal.]

Hi there

We are sorry to hear that.

Please try to reboot the computer once after installing the optional update and see if that works.

If it 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 for further investigation.

~Amal

[Oneone_user]

I did. Acrobat support says that Acrobat software doesn't have problem. It may caused by other software. 

[Amal.]

Hi there,

Would you mind sharing the requested logs so we can isolate the issue for the fix. 

~Amal

[Oneone_user]

But I sent it to Adobe support and uploaded to Adobe. 

[Shanti Arts]

Same problem...has happened repeatedly when: combining files, updating templates, adding signatures....possibly other things, but haven't done much more than that since I downloaded the latest update. I had to use InDesign to combine files and then export as a pdf. I had to print the pdf to add my signature by hand. And I haven't found a workaround for updating templates. This is serious. 

[Park Street Printers]

I don't know how they can mark this one as solved... I'm grateful that I haven't run into this problem, but for so many people to have this issue seems unacceptable. Maybe Adobe will push another UI update while utterly failing to address this issue.

[arki49]

thats what they do, playing arround with the ui and no practical improvements ... for example:  it is not possible to get the "save as" icon next to the "save" icon ... this says all ... how poor ...

[westdr1dw]

Not sure if the problem has been resolved. However, having Reader and Pro installed on the same system can wreak havoc. Most of the IT dept not familar with the Acrobat family are unaware of the diff between them. I had one of the IT team members comment think Acrobat was the same. 

[Amal. · Accepted solution]

Hi there

The 64-bit application is a unified application for Acrobat and Acrobat Reader. If you have installed Acrobat Reader 64-bit and you purchase an Acrobat subscription, the Acrobat Reader 64-bit application will upgrade to become a fully functional Acrobat 64-bit application.

For more info. please go through the help page https://helpx.adobe.com/acrobat/kb/about-acrobat-reader-dc-migration-to-64-bit.html

~Amal

[westdr1dw]

Thanks Amal good to know they finally fixed this. 

[kevin37183170ipnb]

I bought a new computer in December 2023.  I thought the unresponsiveness was a computer issue.   I bought another new computer in August and am having the same issue.  This is a problem with Adobe!  If this problem isn't fixed, I will cancel my Adobe subscription.

[JoyDisability-SSD]

Adobe may be forcing us to leave.  It is very strange! 

[George23808407733r]

I have been experiencing the same issue for over a month off and on, but mostly on. Repairing installation, reinstalling, restarting my computer and nothing fixes this. Really disappointed at the continued lack of timely and permanent fixes here. 

[westdr1dw]

George

A long shot but easy check. If running Windows on the Task Bar search window enter Type "Eventvwr" (Event Viewer). Under Windows Logs check to see if there is anything in Application Log. May have to run a Find which is located on the far right window pane. 

There is also a Acro Cleaner tool https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html

[Oneone_user]

This tool is useless. It cannot clean the registry items of Acrobat therefore the Acrobat still crashes. Removing Acrobat registry item can run without crashing for 2 days only. I need to repeatedly remove the g.o.d d.a.m.n Acrobat registry item.

[arki49]

nothing works as long as adobe doesnt fix the problems causing the crashes (freezing). i can't work anymore with acrobat pro and as soon as i have time, i will quit my subscribtion and i am gone for good. it is just amazing the reports i get from this forum about all the problems you guys have and no, absolut no help from adobe ... 

i just had to open and old file where i have 29 pages with cad drawings and because there are layers includet, acrobat freezes  - i open the file now in chrome and it works just fine ... it is adobes fault and i am really wondering why the dont go back to the version in late autmn, where everything was fine ... 

[Oneone_user]

Yes, I contacted Adobe support too many times. They said 'the software is normal. The problem is caused by the other software. Because the Acrobat can run on a clear system.'

[arki49]

That is just not true!

1. i can run the file mentioned above in Chrome without any delay and in Acrobat it freezes. 

2. the same files worked with acrobat until mid december ...

3. I have the most moderne one can buy in pc-world: amd 7950x, 96 gb ram, ssd 7300 mb/s, nvidia rtx 4090 ... and win11 - everything is up to date. 

[Oneone_user]

Adobe support asked me to create an new account to test Acrobat. I did and the Acrbat did not crash. But I didn't watch it longer. The new account's (current user)registry is empty as I removed my old account's registry. 

[helpresolvethisissue]

Using a new local account worked?