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 @Thomas31717138tkfp 

Our engineering team has reviewed the logs that you have shared. However, to further investigate the issue, they would need the full dump files. Please share the requested dump file at earliest to get this issue addressed.

~Amal

[Thomas31717138tkfp]

Hi Amal,

Thank you for touching base. Can you tell me what the "full dump files"
are that they would like me to share and how you would like me to share
them with you?

Thank you,

[Amal.]

Hi there

Please check the help page https://learn.microsoft.com/en-us/troubleshoot/windows-client/performance/generate-a-kernel-or-compl... to collect the full dump file.
You may upload them to any cloud storage of your choice, create the link and share that link with us.

~Amal

[paulettej38888882]

Hi Amal, a new installation of Adobe Pro is having the same issues at my place of work, and is seriously disrupting the productivity of the user. I have an idea. How about you install Adobe Pro on your personal computer, create or open some adobe docs and then collect all of the dump file data you need when it fails.  Please, just help.

[JoyDisability-SSD]

I am sorry to say but this LENGTHY non-fix of Acrobate may be the straw that broke this camel's back.  I  will be actively searching for a viable alternatve, which stinks because forms creation  is an arduous task for a small biz like mine. But I have done it before and I will do it again. Anyone have any alternative PDF software companies in the sphere?  I get the distinct impression that Adobe is lacking a strong leader, in line with the rest of the environment in the USA and the dead weight in leadership is being handled by those that don't give a whit about the customers, including 15 year+ customer. 

[MikeStrider]

I am not doing anymore installs updates til I see happy customers in the threads. I reverted back to December before Acrobate became a problem for majorit of the customers. Thousands have complained and are being told they are responsible for finding the problem the problem Adobe's software. Im sorry but the issue is clear, that it is getting worse. I cant use Kodak's plug in and Kodak has said to revert back to December's version to all of thier thousands of customers. That speaks volumes. Using the old version, my Plug ins work and it doesnt crash. I know we are behind the times but at least it works correctly and its not taking away functionality, which is the most important thing. Kodak's Plate Builder and Trap Editor are big for our companies workflow.

[JoyDisability-SSD]

GRR! I have no idea how to go back to December edition?  I am not techy.   But I pay monthly for X years and I am angry about this.  Any idea how I can learn how to get back to that older edition?  (I don't know what Kodak is.)

[MikeStrider]

This is only for Mac, I dont have the how to for PC, but the links may help you. 

+++++++++++++++++++++++++++++++++++++++++++++++

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. https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/continuous/dccontinuousnov2023.htm...

1. Install this version:

[JoyDisability-SSD]

Thank you, I too am MAC.  However, not sure how to UNINSTALL the old Adobe?

[MikeStrider]

If you have a cloud account, there is an option to  uninstall applications.

If not you can follow these step: https://helpx.adobe.com/download-install/kb/uninstall-reinstall-acrobat.html

1. Go to Finder > Applications > Adobe Acrobat DC, and double click the Acrobat Uninstaller.

   

2. The uninstaller asks you to select the product. Select Adobe Acrobat and click Open.

   

3. In the confirmation dialog, click OK.

   

[JoyDisability-SSD]

I almost got through it but at the end of the install an message box said that Adobe has found a higher installaton version in the installation location, and this install will not terminate.  😞  Any idea what I did wrong?  I did go to applications/adobe installers --> uninstall...

[JoyDisability-SSD]

Will NOW terminate, not "will not terminate."  Sorry!

[MikeStrider]

I've done it on 4 computers and didnt get that message. Check in applications that it is removed completely. Maske sure  you dont have installed somewhere else.  You can try opening a pdf, if it opens in Acrobate then right click on the icon, choose option and then show in finder. I am wondering if you may have uninstalled Acrobat reader and not the Acrobat DC. Once you do get Acrobate installed, be sure to turn off Auto Update in the preferances or you will soon be back in the same boat.  Hope I helped.

[MikeStrider]

 

[pierret18811376]

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

[Oneone_user]

Bug fixes 

Accessibility

• 4451742: Improvements to make Acrobat UI more accessible

Adobe Sign

• 4448220: Default date format is not set in Request E-Signature

Fill & Sign

• 4398645: Radio button in Acroform is not converting to Native RS field

• 4416688: Reduce friction by removing the frequent reauthentication requirement while accessing agreements in home view. Enterprises that require their users to mandatorily re-authenticate at fixed frequency in order to access resources can use ‘Advanced settings’ as described here.

Forms

• 4452564: Unable to open linked PDFs

• 4431610: “Highlight Existing Fields” button is visible if we do not have the Form filling permissions

Image Conversion

• 4396537: Acrobat Freeze & crash when combining JPEG files

Printing

• 4439301: “Document could not be printed” error is shown after closing page setup and printing

Search

• 4360848: Focus disappears from the Find tool’s when the Cloud-powered Search’s CT appears

[Amal.]

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

[Oneone_user]

useless. Acrobat still crashes.

[Amal.]

Hi there

We are sorry to hear that the issue still persists, Would you mind collecting the Adobe CC logs https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html  , Procmon logs (Win Only) https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html  and 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

[Oneone_user]

1. I have sent the cc-log to Adobe support twice but they didn't figure out any problem.

2. Followed the steps, it didn't create any dump files.

3. I have run the diagnostics program and clicked the 'share' button. It uploaded to your system. Could you find out it?

[Amal.]

Hi there

Would you mind sharing the name of the file that you have uploaded for identification.

You may also share logs manually 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.

~Amal

[Oneone_user]

I don't know the name becuase it disappeared after I clicked the 'share' button. It only displayed the log ID. Do you need it?

[Amal.]

Hi there

Please share the log ID for identification.

~Amal

[Oneone_user]

(16617ddb-258d-47bb-a724-1da97e2fac34)

[Oneone_user]

Hi, Any result about my log?