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desmondt25088014
New Participant
January 13, 2023
Answered

Windows Explorer crashes when viewing PDF files in the preview pane

  • January 13, 2023
  • 3 replies
  • 19350 views

Hi,

 

This happened on Windows 10 Pro and Windows 11 Pro.

I have also uninstalled and installed the Acrobat Pro.

But it does not help.

    Correct answer YuriStru

    Same here. But already had the same issues every now and then over the last few years. Annoying.


    Update - here is a working solution: https://community.adobe.com/t5/acrobat-discussions/an-internal-error-has-occurred/m-p/13332260

    Remove unknown Groups or Users from Folder C:\Users\%YourUsername%\AppData\Local\Adobe
    Right Click on Folder -> Preferences -> Security Tab
    I kicked everything instead of My User, SYSTEM, Administrator.

    For me this solution worked.

    3 replies

    R
    Rob28309045jk6j
    New Participant
    November 28, 2023

    I have a similar issue.
    Windows 11 pro (fully updated) Acrobat Pro DC or whatever its called now (subscription model and fully updated).

    I have long file names enabled in Windows.

    When I click a PDF with a long file name in Windows Explorer, with preview enabled, the Windows Explorer window immediately crashes.

    If I turn off preview the window no longer crashes.

    If I uninstall Acrobat DC or use the same PDF in a "non long-name" location, it works fine.

    This seems to be an issue with adobe and how it still can't handle long path names correctly.
    If I open the pdf using chrome, edge, or literally any other program it works fine.

      Abambo
      Abambo
      Community Expert
      November 28, 2023

      The OPs problem is when using the preview pane, which seems to be different of your case, where the crash happens when you open a PDF file.

      ABAMBO | Hard- and Software Engineer | Photographer
        R
        Rob28309045jk6j
        New Participant
        November 29, 2023

        No, mine is the same. Windows explorer crashes when i have preview pane enabled and try to preview a file.
        if I have it disabled I can at least copy and move the file somewhere w/ a shorter name.

          Amal.
          Community Manager
          Amal.Community Manager
          Community Manager
          January 13, 2023

          Hi @desmondt25088014 

           

          Hope you are doing well and sorry to hear that.

           

          I tried to reproduce the issue on my end and its working fine.

           

          Is this an issue with a specific PDF file or all the PDFs? Please try with a different PDF and check.

           

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

           

          Also check for any missing/pending updated for Windows OS and try updating it and check.

           

          Let us know how it goes.

           

          Regards

          Amal

            J
            Jessica28419513h1ty
            New Participant
            February 15, 2023

            Dear Amal,

             

            I have a similar problem with Acrobat, I think for two or three month now. Whenever I clicck in a PDF file in Explorer (I work with Windows 10) the PDF preview won`t work and stays blanc (first picture). On top of that a pop up from Acrobar appears, stating that there is an issue with Acrobat (second picture). And the bigest problem, quite often after clicking (not opening) a PDF file to move or rename it, explorer won`t respont anymore and crashes a few seconds later. I couldn`t recognise a pattern. Sometimes it crashes 5 times repetedly sometimes I am lucky and I only get the pop up.

            If I open a PDF everything is normal and Acrobats works just fine.

             

            So far I de- and reinstalled Acrobar 4 times, I installed every update the Adobe Cloud gave notice of and Windows is also on it´s current status.

             

            Thank you for your support.

             

            Sincerly

            Jessica

              Amal.
              Community Manager
              Amal.Community Manager
              Community Manager
              February 23, 2023

              Hi @Jessica28419513h1ty 

               

              Hope you are doing well and sorry to hear that.

               

              The issue, internal error occurred is a known issue and reported to our engineering team.

               

              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 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

               

               

              Eric Dumas
              Eric Dumas
              Community Expert
              January 13, 2023

              Is this a new issue after an upgrade or a update?

              Is the file opening in Acrobat correctly? Have you tried to open it and save a copy to see if it makes a difference?

              Is it a file you created or was automated/exported by someone else. Sometimes, software like accounting packages can create their own version of a PDF, but that's not always 100% compatible with other systems.

               

              D
              desmondt25088014Author
              New Participant
              January 13, 2023

              Hi,

               

              This is a new issue.

              I am able to open acrobat files without any issue.

              Any files I previewed will lead to explorer crashing.

              Those files didn't give problems before.

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