Windows file explorer crashes when loading PDF files in preview

[annaa41245392]

When I enable the preview window in the Windows file explorer and click on a PDF file, the whole explorer crashes. Then I get an error message from Adobe Acrobat: "An internal error occured."

I reinstalled Acrobat several times, but nothing changed.

My computer runs on Windows 10 Home.

Is there a way to fix this issue?

[LinSims]

This is most probably a Windows problem as opposed to an Acrobat problem, but someone in the Acrobat forum may know better.

* The Using the Community forum is for help in using the Adobe Support Community forums, not for help with specific programs, installation issues, or account issues such as subscription questions or billing problems, or generalized questions about Creative Cloud services.
* Questions about business plans should be posted in Enterprise and Teams 
* Product questions should be posted in the associated product community.
* Installation questions should be posted in the Download & Install community.
* Account issues, including subscription questions or billing problems, should be posted in the Account, Payment, & Plan community.
* Questions about the Creative Cloud desktop app or general questions about apps in the Creative Cloud should be posted to the Creative Cloud Services community.

[kglad]

are you using acrobat pro or acrobat reader?

what's your os version?

[annaa41245392]

I am using Acrobat Pro (64-bit) on Windows 10 Home version 21H2 64-bit.

[kglad]

reset your preferences - https://forums.adobe.com/thread/1595848?start=0&tstart=0

[ThomHayes]

@adobe please can we have an update on this? You've been silent on this issue since september. The solutions mentioned aren't working for everyone. It's been months. PDFs are a staple part of my day to day, and they're constantly crashing my machine, not saving, not loading, not previewing, crashing programs etc etc. Whats going on, when will this be fixed?

[AkanchhaS]

Hi All,

 @ThomHayes sorry to hear about your experience. PDFs play an important part in our day-to-day life and work. We understand how frustrating it can be. 

This issue, "An Internal error occurred" on various actions, was initially reported in Sept; you're correct. 

Our engineering team is aware of it and currently working on the fix.

The fixed version is excepted to be rolled out with future releases. As soon as we get a confirmation, we will keep you posted. 

We appreciate your patience. 

Thanks,

Akanchha 

[ThomHayes]

Hi Akanchha

Cheers for the update - going stir-crazy...

[NovoNexus]

Still waiting for a fix.

[Eboda Account]

Please update us on this.

[AkanchhaS]

Hi all, 

Acrobat and Reader official update for July 23.003.20244  is now available. However, the issue was resolved with the earlier patch 23.003.20201.

This update will be automatically pushed to all existing installations of Acrobat and Reader. If you want, you may also manually trigger the update early by opening the application and going to Help > Check for Updates>reboot Acrobat.

More information about this release is here: Release Notes | Adobe Acrobat, Reader

Please update your application and let us know if you still experience the same issue.

Thanks,

Akanchha 

[Alessandro Policarpo]

I'm using the latest version and still have the same issue. 

[Eboda Account]

I second this. Adobe Acrobat might not crash my Windows Explorer anymore but somes files cannot be opened or are corrupt. Your software being worst than free open-source software is unacceptable. This has been going on for too long. I want my money back or a free upgrade to the latest Adobe Acrobat Pro so I can I get back to normal, or fix this ASAP. Do not let your loyal customers and shareholders who stuck with you through the ups and downs down. Thank you.

[kglad]

@Eboda Account 

adobe suggestions have greater effect if made elsewhere.

for applicable apps, you can make (some) suggestions to adobe here, https://helpx.adobe.com/ie/x-productkb/global/how-to-user-voice.html

for others, use https://www.adobe.com/products/wishform.html

[Alessandro Policarpo]

For anyone eventually still have this issue, I've found the perfect solution, worked like a charm with me. The solving answer is in french unfortunately, but it works perfectly: https://community.adobe.com/t5/acrobat-discussions/an-internal-error-has-occurred/m-p/13332260#M3863...