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]

Yes, because new account has empty acrobat registry.

[Amal.]

Hi there

We are sorry to hear that, If the application is crashing, would you mind sharing 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

[arki49]

sorry, at the moment i have no time. but despite this, what does it help if i send you a video how acrobat freezes and how it works in chrome (the same file)? i guess you know your software and you know whats wrong - it worked before. I have the bad feeling that you guys just cant fix it and keep the barrier free stuff ... so are we your unpaid beta tester?!

[westdr1dw]

Have you tried running the Acrobat Cleaner tool? https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html

[arki49]

yes, i spent hours with "playing arround" because adobe doesnt fix the real problems or goes back to the version where everything worked fine ... there were no problems before Dec. 2023 

[Oneone_user]

Yes, it crashes from Dec 2023.

[westdr1dw]

Possibly something in the registry causing the conflict. I would try searching the registry for previous versions of AA entries. Personal experience with conflicts has been conflicts between Reader and Pro. Which is why Adobe came out with the Cleaner tool. Surprised Adobe tech have not contacted you for resolution. I have been using AA Pro since version 5 release. I have seen the app take 2 steps forward and one step back during new versions. Usually takes a 1-2 versions to remedy. Which is why I asked for them to post the changelog. The new feature request is out there to vote on. If you want to see what a changelog is search for Windows changelog. This really helps having an understanding of what changed vice an elementary overview of major software chage

[Oneone_user]

Yes, I am also surprised. I also think maybe only a few people encounter the problem.

I have checked the Acrobat registry. Every time I removed the Acrobat registry and opened the Acrobat again, the initial size of the Acrobat registry is less than 100KB. After I use Acrobat for 1 to 2 days, the Acrobat registry is increased to about 200KB or bigger with crashes. I can use Acrobat by removing the registry items. This is the only way I can temporarily solve the crash.

[westdr1dw]

Definetly sounds like malware with the bloating issues. When you state Acrobat registry, do you mean Windows registry?

[Oneone_user]

I don't think my PC has malware. Anti-virus always online. Yes, windows registry (HKEY_CURRENT_USER\SOFTWARE\Adobe\Adobe Acrobat\DC).

[westdr1dw]

You can try Procmon which is part of Microsoft addin. This is an app within a suite of diagnostic apps. 

https://learn.microsoft.com/en-us/troubleshoot/windows-client/shell-experience/troubleshoot-apps-sta...

[Oneone_user]

I know this tool. But how to find out Acrobat's problem?

[westdr1dw]

Follow the steps in the link provided. This should give you an idea where to look on why it crashed.

[Oneone_user]

Thanks a lot! I just removed the registry this morning. I may test it next week when it crash.

[MeliaHouse]

Months of hangs & crashes.........It's background activities slowed my PC to a crawl, so, had enough, £13.99 a month for what????? Adobe Pro now removed courtesy of 'Revo Uninstaller', so all 1,698 'leftover' files gone as well after the uninstall! System improvement in speed & agilty immediately evident!

[Oneone_user]

It crashed.  How to figure out by this?

[Thomas31717138tkfp]

Hi Amal,

I have this problem on my desktop but not my laptop.  Both were working just fine several months ago when about the beginning of the year my desktop started to freeze and hang up any time I tried to open PDF files created by CAD software, similar to what is described in this discussion board.  However, my laptop is still working just fine.  They both essentially have the same version of Adobe Acrobat installed.  Is there any way to see what the difference is between my laptop and my destop to see why one is working just fine and the other isn't?

[Amal.]

Hi there

Would you mind collecting the Adobe CC logs https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html  and Procmon logs (Win Only) https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.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

[arki49]

i am a month away from leaving adobe for good - fix the problem with acrobat pro until my plan expires. go back to the version bevore dec 2023.

[Amal.]

Hi there 

Please share the above requested logs, so that we can isolate the issue for the fix.

~Amal

[Thomas31717138tkfp]

Hello Amal,

The log IDs for my desktop where the PDF files keep freezing are as follows:
AdobeLogs_20240612_032557_988-win-GS.zxp
c3cf9dc7-1fbe-4e2f-a9fa-67841154cc98

The log IDs for my laptop where the PDF files work just fine are as follows:
AdobeLogs_20240612_040224_671-win-GS.zxp
cc5c263a-f527-4bd5-92db-2e3685478f3b

When I ran the diagnostics it said that these files were already uploaded
to Adobe cloud for your access. If you need me to give you access to the
zxp files please let me know.

Again, I am only seeing this problem with PDFs created from various CAD
programs. I am running the same version of Acrobat Pro on both my desktop
and laptop. The problems are occurring only on my desktop and started
around 4 to 5 months ago. It runs fine on my laptop without any problems.

Thank you for any help you can provide,

*Tom Hales*

[Amal.]

Hi there,

Thanks for sharing the logs.

Please give us some time to get it checked by the engineering team.We will share the update soon.

~Amal

[Oneone_user]

Last time you asked me to share my log but I didn't get any feedback. Does it make sense?

[arki49]

yeah, it makes sense for them - just keeping you waiting and paying ... my final answer below ... they might delete it ... 

[arki49]

give us some time ... what a joke ... acrobat is broken since dec 2023 ....

here my final answer amal:

2024-06-15 09.06 (utc+1): i just tested the new version - no change, acrobat still crashes ...

but no worries for me anymore. because adobe 's new terms of use, where they can plunder all our content and use it for there ai, i am going to leave adobe at the end of june anyway (and for good).

my yearly plan expires in the middle of july. because adobe is such a bad company, i cant even use my paid plan until it expires ... it says all about them.

the change will suck - i have used adobe product since my studies - 20 years plus and gave them a lot of money, but enough is enough. 

i just bought the affinity suite - it is 50 % off at the moment. time will tell, how the new owner of affinity (canvas) will keep their promeses to provide a perpetual licsense. if not, i will change again ... 

so all the best to you adobe, happy screwing your customers with bad products and no real support ....