Using edit tool crashes Acrobat

[defaultkanwgjaly013]

I've used Acrobat every day for years and for the last two weeks when I try using the edit tool I can upt text in once, then when I try a second time the program freezes and I have to force close it. I updated, reinstalled, reinstalled Creative Cloud, updated windows, and nothing helped. I installed acrobat Pro 2020 and that works perfectly. It happened with the old and "new" styles of Pro. 

Windows 11 Build 22621

Anyone else have this issue or have a fix?

[Amal.]

Hi @defaultkanwgjaly013 

I appreciate your message, and I'm sorry to hear about the issues you're experiencing.

To address this problem, let's follow a series of steps to troubleshoot:

1. Test with a Different PDF: First, determine if this issue is specific to a particular PDF file or if it occurs with all PDFs. Try opening a different PDF file to see if the problem persists.

2. Check Acrobat Version: Verify that you are using the most recent version of Acrobat DC. To do this, go to "Help" > "About Acrobat." Make sure you have version 23.06.20320 installed. If not, go to "Help" > "Check for updates" and ensure you're up to date. Reboot your computer afterward.

3. Repair Installation (Windows Only): If you're on a Windows system, attempt to repair the Acrobat installation. You can do this from the "Help" menu.

4. Reset Acrobat Preferences: Follow the instructions provided in this Adobe Community article to reset your Acrobat preferences to their default settings.

5. Create a New User Profile: Create a new test user profile with full admin rights if you're on Windows. For Mac users, enable the root account and try running the application from there to check if the issue persists.

6. Use Acrobat Cleaner Tool: If the problem still persists, use the Acrobat Cleaner Tool to completely remove the application. Afterward, reboot your computer.

7. Reinstall Acrobat: Finally, reinstall Acrobat using the direct download link provided here.

These steps should help resolve the issue. If the problem persists or if you have any further questions, please don't hesitate to reach out.

~Amal

[Er22013750jljs]

I'm having the same issue when I try to edit or recognize text--this only happens to scans, I am able to edits .doc that has been converted to PDF.

[Amal.]

Hi @Er22013750jljs 

Would you mind collecting the 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

[Er22013750jljs]

Adobe doesn't give me crash logs (the program just closes) so I had to troubleshoot per the steps on your website. Please let me know if this worked:

https://www.dropbox.com/scl/fi/l45cn3ff6r55694th0td9/Acrobat.exe.22096.dmp?rlkey=j0nlwpoylqyvlvevp4l...

[Amal.]

Hi there

Thanks for sharing the logs, Please give us some time to get them reviewed. We will share the update soon.

~Amal

[Er22013750jljs]

Hello, any update on this?

[Amal.]

Hi there

The issue is reported to our engineering team and being worked on.

We will keep you posted as soon as we get any update.

Thanks for your time and patience.

~Amal

[Amal.]

Hi @Er22013750jljs 

Please try to upgrade to the latest version, 24.02.20736 go to Help > check for updates and reboot the computer once and try the workflow. If the issue persists, then please attach new logs. Also, if the issue is file-specific, can you please provide the file?

~Amal

[Amal.]

Hi Everyone,

I hope you're doing well. I wanted to follow up regarding the issue previously discussed. Could you please confirm whether the problem still persists in the latest build, version 24.03.20180?

Your feedback will help us determine the next steps, so I appreciate any updates or insights you can provide.

Thank you for your attention to this.

~Amal