Preflight crashes on main user, not on new test user.

[Digitaliserin26644282cmyy]

Hello.

I'm having issues with my Acrobat Preflight.

When ever i try to use it, it either crashes acrobat or gives the message:

"Unable to load
Reason: Could not copy file C:\Program Files\Adobe\Acrobat DC\Acrobat\plug_ins\Preflight\OutputIntent\CoatedFOGRA39.pdf, C:\Users\hk595\AppData\Roaming\Adobe\Acrobat\Preflight Acrobat Continuous\Repositories\Default\Essentials\OutputIntent\CoatedFOGRA39.pdf: The parameter is incorrect" 

Or the one in the attached pic.

This is on my normal user, the only user on the machine. 

After reading a bit on the forum I've found two suggestions, delete a folder in appdata, made no difference.

The other was making a new user to see if that works, and it did. 

So now I'm wondering, what is it that makes it flip out on my main user? I don't want to have to go to another user everytime I have to make a PDF/A(which i do quite a lot).

[divyasin]

Thanks for reporting the issue and apologies for the inconvenience caused. For further investigation of the issue , I would need following information :

1. System OS and its version

2. Acrobat version

In case of crash , it would be helpful if you can share the screen recording and crash dump from the system. 

Please follow the below to generate the crash logs: Press 'Start' key and search for 'cmd'. Launch the Command Prompt in admin i.e. 'Run as Administrator' mode. Run these four commands in a one-by-one manner:

REG ADD "HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\Windows Error Reporting\LocalDumps"

REG ADD "HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\Windows Error Reporting\LocalDumps" /v DumpFolder /t REG_EXPAND_SZ /d "%LOCALAPPDATA%\CrashDumps"

REG ADD "HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\Windows Error Reporting\LocalDumps" /v DumpCount /t REG_DWORD /d 0x00000040

REG ADD "HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\Windows Error Reporting\LocalDumps" /v DumpType /t REG_DWORD /d 0x00000002

Retry the scenario where Acrobat crashes. Press Win+R and type "%LOCALAPPDATA%\CrashDumps" and press Enter You will see .dmp file generated file recently. Please share that dump with us. Note it will be a large file. You may upload the logs to Adobe Send and share the link with us via email (Forum Private message *): How to share a file using Adobe Document Cloud .

Regards,

Divya Kumar Singh

Acrobat Engineering Team

[Digitaliserin26644282cmyy]

Hello. 

Thanks for your reply.

I tried adding the REG commands, all successfull, but the folder is nowhere to be found. Maybe it doesn't make a crash rapport when crashing. Crashing is probably the wrong word, acrobat and the preflight window both stop responding and go white. I have to force close it for anything to happen. It happens when ever i try to interact with the preflight module, which has no profiles in it. I have tried adding the profiles to the folder manually, and they show up, but it still wont work.

It is on Windows 11 22H2 22621.657.

Acrobat is 2022.003.20258.

[divyasin]

Hi Digitaliserin26644282cmyy,

We tried to reproduce the same scenario in-house but issue is not reproducible at our end. It appears that your profiles are not loading or Preference/Settings folder have corrupted.

Can you please try the following steps to isolate the issue further : 

1. Rename the Settings folder present at  %APPDATA%\Adobe\Acrobat\Preflight Acrobat Continuous\ to some other name. 

2. Relaunch Acrobat and check if issue is reproducible or not. 

If issue is still reproducible then: 

• Try renaming the "Preflight Acrobat Continuous" directory present at %APPDATA%\Adobe\Acrobat\ . On renaming the folder, any custom profiles are lost. So, please keep a backup of this folder for further use. 
• Again relaunch Acrobat and check if issue is reproducible or not. 

If the issue still persists , please collect the Adobe Acrobat crash/freeze logs https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html and share them via document cloud as described here https://helpx.adobe.com/document-cloud/help/sharing-pdfs.html for further investigation.

Please share your observations for further investigations. 

Regards,

Divya Kumar Singh

Acrobat Engineering Team

[Digitaliserin26644282cmyy]

Hi,

I have now followed your instructions, but it does not produce a crashdump. 

Renaming the folders did not make any difference. 

When acrobat "crashes" it goes to "Not responding" and stays there. I have to force close acrobat.

[divyasin]

Hi Digitaliserin26644282cmyy,

It appears from latest first screenshot that it is Acrobat 64 Bit version and it is going in Not Responding Mode i.e. it hangs or freezes and in that case it needs to be force quit. We apologize for this inconvenience. It seems from second screenshot that you followed "Collecting logs when Acrobat/Reader crashes" module steps from https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html . Hence no dump would have been created as it is not crash case. Can you follow steps under this heading "Collecting logs when Acrobat/Reader hangs or freezes" .  Please share them via document cloud as described here https://helpx.adobe.com/document-cloud/help/sharing-pdfs.html for investigation. Since the issue is not reproducible in house , hence it would also help us investigate if you could also zip and share "Preflight Acrobat Continuous" directory present at %APPDATA%\Adobe\Acrobat\  location.

Regards,

Divya Kumar Singh

Acrobat Engineering Team

[Digitaliserin26644282cmyy]

I've sent you the dump file link.