Windows Explorer crashes when viewing PDF files in the preview pane

[desmondt25088014]

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.

[Eric Dumas]

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.

[desmondt25088014]

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.

[Amal.]

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

[Jessica28419513h1ty]

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.]

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

[Arnulf28946916i5p2]

I have the exact same problem. 

[Will Gibbons]

I've also been experiencing the same problem Amal described here. Has there been a fix or known reason for why this occurs?

[Amal.]

Hi there

This issue is reported to our engineering team and we would need your help in getting the required logs.

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, generate the link, and share that link with us for further investigation.

Regards

Amal

[SwissWebDude]

same issue here, have to use now chrome to quickly check pdfs,,,
and i use adobe pro version via my subscription, goes on for at least 4-5 months now

[SwissWebDude]

ah and i forgot, its on my notebook and pc the same issue

[Amal.]

Hi there

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, generate the link, and share that link with us for further investigation.

Regards

Amal

[Lauren22141916q6lp]

Hello Amal, 

I have the same problem as listed above. Once I collece the adobe cc logs, procman logs, and upload, how do I share the link to you? Is there an email address?

[Amal.]

Hi there

You can share them via any cloud storage. Just upload the log file to the cloud, generate the link, and share that link with us for further investigation.

~Amal

[Lauren22141916q6lp]

Here is the link to the log file - https://drive.google.com/file/d/1BCfiE3fw4WWOqE1sW7_19J_Xc3V7bSaP/view?usp=sharing

Here is a link to the video so you can see what happens every time I try to open adobe pdf
https://drive.google.com/file/d/1AtrCDD76yJxk4qtPJTyeQ2qSvH73nzbS/view?usp=sharing

[Amal.]

Hi there

Thanks for sharing the information. I have shared them with the engineering team for review.

Will keep you posted as soon as i get any update.

Thanks for your time and patience.

~Amal

[Lauren22141916q6lp]

Hi,

This was two weeks ago now. Any updates? I would really like to use Adobe Acrobat without it crashing all my files. 

Thanks,

Lauren

[Amal.]

Hi there

It's still under review; we will keep you posted as soon as we get any updates.

~Amal

[YuriStru]

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

[YuriStru · Accepted solution]

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.

[Rob28309045jk6j]

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]

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.

[Rob28309045jk6j]

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.