Participant

Answered

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

Forum|Forum|2 years ago
January 2, 2024
71 replies
201109 views

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.

Crash or freeze

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Correct answer Amal.

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

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pierret18811376

Inspiring

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

G

Garry5DE5

Participant

After beingan Acrobat user for over 7 years, I've decided to cancel my subscription.

I don't feel that I should need to be an IT expert to get a software programme to run as it should. It worked fine for 7 years and now suddenly it is completley broken. Today, after trying to open a file containing PDF architectural drawings the programme crashed and I've not been able to restore it. I have subcribed to Readdle PDF Editor and within minutes its working very satisfactorily.

P

pierret18811376

Inspiring

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

Amal.

Community Manager

Hi there

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 24.01.20604 installed. Go to Help > Check for updates and reboot the computer once.

Let us know how it goes.

~Amal

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uvwxyz0815

Inspiring

Hi, Any result about my log?

hi

did you herar anything from amal or adobe?

since last december acrobat doesnt work anymore with files more than 10 pages. acrobat cant handle a file with 30 pages and 5 mb and crashes everytime i open it.

just had a phone call with adobe support - they have no idea after 6 month what is causing the problem. they connected me to a acrobat specialist and after he couldnt hear me, he hung up ... no call back ... what a poor service. i am gone in july and wont come back ever - adobe doesnt care about his customers ...

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George23808407733r

Participant

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.

W

westdr1dw

Legend

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

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Oneone_user

Participating Frequently

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.

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westdr1dw

Legend

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.

Correct answer

Community Manager

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

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westdr1dw

Legend

Thanks Amal good to know they finally fixed this.

Shanti Arts

Inspiring

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

Known Participant

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.

U

uvwxyz0815

Inspiring

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 ...

P

pierret18811376

Inspiring

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

O

Oneone_user

Participating Frequently

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.

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Oneone_user

Participating Frequently

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

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Oneone_user

Participating Frequently

I was wrong! This only worked for two days. Today, the Acrobat still crash. I don't know what the software wants.

O

Oneone_user

Participating Frequently

I removed the registry item again, the Acrobat doesn't crash now. But next day, it may still crash.

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Quinn5DE4

Participant

I have the same issue. It happens if I have to combine files, which is something I need to do for law cases I am working on. Opening large files also causes the issue. Anything over 10k pages *always* crashes it or makes it unresponsive, even if they are just b/w text. Disabling new acrobat did not help much.

S

Sadow & Froy

Participant

I am having the same issue - daily. I also just got a brand new laptop yesterday (ThinkPad). I was hopeful that maybe it was caused by my old laptop being a little old and slow, but nope - Acrobat Pro (64-bit) is still crashing.

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Derek24989132vqdc

Participant

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

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Sadow & Froy

Participant

That seems to help so far. Thanks! I hope they come up with a fix for this.

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Derek24989132vqdc

Participant

I had the same issue. After calling support I was able to confirm that the New Adobe Acrobat was causing the issues. I had to just disable (see screenshot)

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Gregory331115221h9g

Participant

THANK YOU! This was driving me bananas!!!

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