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JIPNET
Inspiring
September 16, 2024
Question

New Acrobat freezing constantly.

  • September 16, 2024
  • 2 replies
  • 8103 views

WHenever asked to do a memory intensive task, Acrobat DC Pro crashes/freezes. This time it was listing comments in a pdf (their number was over 3K marks/comments). 

 

I like the interface but Acrobat has become dangerously unstable. The classic version it replaced is no better these days.

This topic has been closed for replies.

2 replies

Meenakshi Negi
Community Manager
Meenakshi NegiCommunity Manager
Community Manager
September 17, 2024

Hi JIPNET  and ashley_1479,

 

Thank you for reaching out.

 

Please try the troubleshooting steps suggested in the following help document for a crash: https://helpx.adobe.com/acrobat/kb/acrobat-dc-crashes-on-windows-os.html.

 

If the above suggestion does not work, try reinstalling the application using the following steps:
-Remove the application and run the cleaner tool (https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html).
-Reboot the machine
-Install Adobe Acrobat from the following page: https://helpx.adobe.com/acrobat/kb/acrobat-dc-downloads.html.

 

If the issue still occurs, please share the Acrobat and OS versions on the machine. Share the crash logs using the steps suggested here: https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html. 

 

Let us know how it goes.

 

Thanks,

Meenakshi

J
JIPNETAuthor
Inspiring
September 18, 2024

I updated to the latest Acrobat DC PRo. Crashing still. Are others experiencing this too?

Ventura OS.

    S
    Adobe Employee
    Shubham26147085cg6x
    Adobe Employee
    October 21, 2024
    I am convinced that there's a memory problem with the application. See here:





    That is from having 4 PDFs open and trying to resize one window of one pdf.
    Today in seminar my machine ran out of memory from Acrobat; the machine
    froze and I had to reboot.


    I will monitor the activity monitor, but I am sure this is going to be a
    recurrent problem.
    Hi @JIPNET,
    We apologize for the inconvenience, but it appears we were unable to generate the required spin dump from the earlier steps. Could you kindly follow the steps below once more to help us capture the necessary diagnostics?
    1. Open Acrobat.
    2. Run the Diagnostics Utility https://helpx.adobe.com/acrobat/kb/acrobat-diagnostics.html.
      1. Select “Advanced Logs”.
    3. Click “Start Diagnostics” (Ensure Acrobat is already running before clicking this). When you see the “Acrobat restart required” dialog, press OK, but there is no need to restart Acrobat.
    4. Reproduce the issue you are encountering.
    5. Press “Stop Diagnostics”.
    6. A popup should appear asking for a password to collect the dump. Enter the password and press OK.
    7. Please share the logs and provide us with the log ID.
     
    A
    ashley_1479
    Participant
    September 17, 2024

    My Acrobat freezes with copy and pasting or just clicking on literally anything. I have tried uninstalling and reinstalling and Im on a brand new gaming desktop

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