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Rachel282848926xta
Participant
February 15, 2023
Question

New Windows 11 Pro Laptop -- Adobe crashes when printing

  • February 15, 2023
  • 2 replies
  • 2696 views

So I've been all through this forum & feel like I've tried every fix.

 

I have a brand-new WIndows 11 laptop & purchased a new Adobe subscription (Pro, that comes with Creative Cloud).

 

It crashes (program closes) every time I try to print, whether from the shortcut button or the menu.

 

I've uninstalled using what I think was the correct tool, reinstalled fresh, rebooted between, etc.

 

I eventually got it to the point where I could work with it otherwise, enough to change the Prefeences setting to "unprotected" which I've read to try, but currently, I can't do anything.

 

I have noticed that no matter how many times I uninstall then reinstall with a 64-bit version, it still says 32-bit when I open it.

 

I've been fighting this for a week & am at my wit's end.  Let me know what else you need to know about my situation to help!  I'm desperate at this point, it's 8pm my time & I'm still at work because of it......

This topic has been closed for replies.

2 replies

B
Benjamin23079271affd
Participant
July 12, 2024

Dear Adobe,

This is a real issue. I also have a fresh widows 11 pro install and added Acrobat using my creative cloud account. Acrobat functions in all respects with the exception of print. Printing any PDF results in Acrobat attempting to send a print job to the printer cue. it never arrives and Acrobat closes. This is probably what other users are describing as a crash.

 

I have also tried uninstall - reinstall and setting the Preferences setting to "unprotected mode"  None of these approaches worked.

 

All other programs like word etc. print with no issues. And the other posts are correct. you can install non-adobe pdf readers from several companies and they all will print the PDF.

 

Please assist.

 

    Amal.
    Community Manager
    Amal.Community Manager
    Community Manager
    July 16, 2024

    Hi there

     

    We are 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 OS and Acrobat DC version you are using? To check the version go to Help > About Acrobat and make sure you have the recent version 24.02.2089x installed. Go to Help > Check for updates and reboot the computer once.

    Also, check for any pending/missing updates for the printer driver and firmware and try updating them. You may also try to remove the printer driver, reboot the computer, and reinstall the driver from the printer manufacturer's website and check.

    Please review the steps shared in the help page https://helpx.adobe.com/acrobat/kb/troubleshoot-pdf-printing-acrobat-reader.html and see if that works.

     

    ~Amal

    Amal.
    Community Manager
    Amal.Community Manager
    Community Manager
    February 16, 2023

    Hi @Rachel282848926xta 

     

    Hope you are doing well and sorry to hear that.

     

    Is the application crashing only while printing or at the startup itself?

     

    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 22.3.20314 installed. Go to Help > Check for updates and reboot the computer once.

    Also try to repair the installation from the help menu (Win Only) and see if that works.

    Please try to reset the Acrobat preferences as described here https://community.adobe.com/t5/acrobat-discussions/how-to-reset-acrobat-preference-settings-to-default/td-p/4792082

    You may also try to create a new test user profile with full admin rights in Win or enable the root account in MAC and try using the application there and check.

     

    If it still doesn't work,  please remove the application using the Acrobat cleaner tool https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html , reboot the computer once and reinstall the application using the direct link https://helpx.adobe.com/acrobat/kb/acrobat-dc-downloads.html

     

    Let us know if you experience any trouble and need more help

     

    Regards
    Amal

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