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21

Acrobat crashes when trying to edit a fillable-form PDF

Community Beginner ,
Feb 21, 2024 Feb 21, 2024

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I have a user that had been using Adobe Acrobat Reader on a new PC for about a year without issue. A month ago, this user's Adobe Acrobat would crash when attempting to fill in a fillable field in a given PDF. If you leave the PDF alone, it will stay open, but the moment you try to edit it, or fill in a fillable form, Adobe Acrobat crashes.

 

The user is on Windows 11 Pro and on Adobe Reader Version 2023.008.20533. I've tried uninstalling and re-installing Adobe Acrobat, removed all anti-virus, and run the Adobe cleaner/uninstall tool and the issue still persists. If anyone has any insight or advice it is greatly appreciated. I have protected view set to 'OFF' as well, as I noticed that suggestion in a lot of articles that dealt with Adobe Acrobat crashing. If there are log files available, let me know how to provide them or where they are typically stored on a PC. 

 

[moderator changed the subject for clarity: was Adobe crashes...; corrected Adobe to Acrobat in the text; sanitized the topics]

[Moderator moved the thread from Acrobat to the Acrobat Reader forum]

TOPICS
Crash or freeze , PDF forms

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Adobe Employee ,
Feb 22, 2024 Feb 22, 2024

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Hi @Marshall356087002d3n 

 

I hope you're doing well, though I'm sorry to hear about the issue you're experiencing.

 

Could you please clarify if this problem occurs with a specific PDF file or if it affects all PDFs? It might be helpful to try opening a different PDF to see if the issue persists. If the file is located on a shared network or drive, try downloading it locally onto your computer and then attempting to open it again.

 

Since you have the latest version installed, you might want to consider repairing the installation from the help menu (applicable to Windows only) to see if that resolves the issue.

 

Another step to try is resetting the Acrobat preferences. You can follow the instructions outlined in this link: How to Reset Acrobat Preference Settings to Default.

 

Additionally, reviewing the suggestions provided in this help page Acrobat DC Crashes on Windows OS might offer further insights into resolving the issue.

 

Let me know if any of these steps help in resolving the problem.

 

~Amal

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Community Beginner ,
Feb 22, 2024 Feb 22, 2024

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Hello Amal, Thank you for your message. All of the PDF files are stored locally on her machine. No shared drives are involved. They reside primarily on her desktop, to be specific. We've opened about 12-15 different PDFs, and of those 12-15 there are about 5 that have fillable forms in them. If you immediately try to enter characters into one of the fillable fields then the entire Adobe program crashes. I know we've tried a repair already, but will try that as well as the reset of the preferences and will report back with what I find out. Thank you.

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Community Beginner ,
Feb 22, 2024 Feb 22, 2024

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We attempted the repair and no change occurred. We then attempted the Reset of Preferences by following the folder path in the article you provided, but no preferences folder was found at the location (see attachment). We then did the registry editor suggestion and that did not fix the issue either. We opened 3-5 more PDF files with fillable fields and if you wait 15 seconds, you can then edit the PDF file. However, if you attempt to edit the PDF file before waiting the 10-15 seconds, Adobe continues to crash. The user is contemplating upgrading to Adobe Acrobat Pro, but is hesitant to do so given this issue. 

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Adobe Employee ,
Feb 23, 2024 Feb 23, 2024

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Hi there

 

We are sorry to hear that. Would you mind collecting the Crash/freeze logs https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html and sharing 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

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Community Beginner ,
Feb 23, 2024 Feb 23, 2024

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Hi Amal,

 

I do not get the Adoba crash dialogue box at all even after following appropriate steps. However, I was able to go through the RegEdit sequence that allows Adobe to create dump files upon crashing. I've posted 4 links below of 4 .dmp files that were produced when recreating the issue. Let me know if you have any problem accessing the .dmp file associated with each link. 

 

Acrobat.exe.8408.dmp

Acrobat.exe.26600.dmp

Acrobat.exe.25532.dmp

Acrobat.exe.23408.dmp

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Adobe Employee ,
Feb 27, 2024 Feb 27, 2024

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Hi @Marshall356087002d3n 

 

Thanks for sharing the dmp files, i have shared them with our engineering team for review.

 

We will share the update as soon as we get any information.

 

Thanks for your time and cooperation

 

~Amal

 

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Community Beginner ,
Mar 04, 2024 Mar 04, 2024

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Hi Amal, Just checking in to see if you had any new information on this issue. -Marshall

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Adobe Employee ,
Mar 07, 2024 Mar 07, 2024

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Hi there

 

Our engineering team is actively working on this and the fix will be available in the future updates.

 

Thanks for your time and patience

 

~Amal

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New Here ,
Feb 23, 2024 Feb 23, 2024

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Having this exact same issue! Started about a month ago. No solutions, just chiming in as another user with this happening. Often will work for a bit, then will start happening where the pdf shuts down as soon as you click a field to try and edit. After closing and reopening the files, reboots, etc, then sometimes it works again, but doesn't seem to be any rhyme or reason to it.

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New Here ,
Mar 15, 2024 Mar 15, 2024

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I have a user with the Exact same issue. Accessing files through a shared drive, but same issue. Shared drive works for other users with nearly identical setup.

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Adobe Employee ,
Mar 19, 2024 Mar 19, 2024

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Hi there, 

 

Our engineering team is actively working on it. The fix will be available in the future updates.

 

Thanks for understanding.

 

~Amal

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New Here ,
Apr 15, 2024 Apr 15, 2024

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do we know yet when this is going to be repaired? Everytime I try to edit a form - the program shuts down 

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Adobe Employee ,
Apr 16, 2024 Apr 16, 2024

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Hi there

 

We are sorry to hear that.

 

We do not have any fixed timeline as the issue is still under review. Please try the steps shared below and see if that works:

 

What is the version of the Acrobat DC you are using? To check the version go to Help > About Acrobat and make sure you have the recent version 24.02.20687 installed. Go to Help > Check for updates and reboot the computer once.

Also try to repair the installation from the help menu (Win Only) and see if that works.

Please try to reset the Acrobat preferences as described here https://community.adobe.com/t5/acrobat-discussions/how-to-reset-acrobat-preference-settings-to-defau...

 

Hope it will help

 

~Amal

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