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R
rplantz
Participant
April 1, 2020
Question

Acrobat DC and Acrobat Reader DC cause system to freeze or reboot

  • April 1, 2020
  • 4 replies
  • 2215 views

I use Creative Cloud through my university. Acrobat DC and Acrobat Reader DC have been causing my system (Windows 10 Pro 1909 Build 18363.752) to either freeze or restart. I uninstalled Acrobat DC, Acrobat Reader DC, and Creative Cloud. I then used DISM and sfc to repair my system. It did need a couple of repairs. I have restarted my system several times since the repairs.

 

I then installed Acrobat Reader DC without going through Creative Cloud. After a few minutes of reading a PDF file, system freeze.

 

This morning I installed Creative Clous and used it to install Acrobat DC. After a few minutes of reading a PDF file, system reboot.

 

I don't have any such issues with PDF files using Firefox, Edge, Google Chrome, or Foxit Reader.

 

I also need to use Dreamweaver, but that started causing freezes recently, so I uninstalled that.

 

Many years of using Adobe products on Windows and Mac with no problems. What's going on?

This topic has been closed for replies.

4 replies

V
Adobe Employee
Vinod Dobhal
Adobe Employee
May 21, 2020

Hi

 

As mentioned there is a new update for Acrobat/Reader. Pls. try it out. If you still feel freeze issue is there pls. provide us with the process dumps. The step by step instructions are provided at https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html

 

Thanks,

Vinod

Amal.
Community Manager
Amal.Community Manager
Community Manager
May 20, 2020

Hi there

 

A new update for Adobe Acrobat/Reader DC is now available v20.009.20063. Please update the application to the new version. Go to Help > Check for Updates. You may also download the patch manually from the link (https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/index.html)and see if that helps.

 

Also, if you are using the dual monitor setup, please refer to the steps provided in the help article (https://helpx.adobe.com/acrobat/kb/dual-monitor-crash-windows.html)

 

Let us know how it goes

 

Regards

Amal

Amal.
Community Manager
Amal.Community Manager
Community Manager
April 15, 2020

Hi Rplantz

 

 

We are sorry for the delay in response. I hope you would be able to fix it by now. 

 

If the issue still persists, we need some more information for a better understanding

 

  • Is this a behavior with a particular PDF file or with all the PDFs? Please try with a different PDF file and check.
  • Is the file on your computer locally or is it on a shared network drive? Please try to download the file to the computer locally and check.
  • For testing purposes, please try to turn off the protected mode. Go to Edit (Windows), Adobe Acrobat / Reader DC (Mac) > Preferences > Enhanced Security  > Turn Off the Protected Mode and Uncheck the Enhanced Security and reboot the computer and check.
    Note: Please turn on the security after testing.
  • Try to Add file and Folder to the Whitelist of Acrobat / Reader DC. Go to Edit (Windows), Adobe Acrobat / Reader DC (Mac) > Preferences > Enhanced Security  > Add File and  Add Folder path > Click OK

 

Also, make sure you have the latest version 20.006.20042 installed. Go to Help > Check for Updates.

 

If it still doesn't work

 

 

Let us know how it goes. 

 

Regards

Amal

R
rplantzAuthor
Participant
April 20, 2020
Hello,

The problem occurs with more than one PDF file, which are all located on my computer.

I uninstalled all my Creative Cloud apps, then Creative Cloud itself. I then ran the Acrobat Cleaner Tool. I’ve rebooted multiple times. (I’m a retired software engineer. Took my first programming class at UC Berkeley in 1961 and have been programming ever since, mostly at the assembly language level (bob.cs.sonoma.edu), so I tend to reboot often. 😊 )

I reinstalled CC (rebooted) and then Acrobat DC and Dreamweaver 2020. I turned off Protected Mode and Enhanced Security (rebooted).

I’ve also removed some things I’m not using, but were showing up with errors or warnings in my Event logs, for example, a Drop Box thing, some Apple things.

Things seemed to be going okay, then my machine froze while scrolling through a PDF file in Acrobat DC last night. This morning I was using Acrobat DC to read another PDF file, and my machine rebooted on its own. Both PDF files are located on my machine.

I haven’t had any problems reading PDF files with Foxit Reader. I would like to be able to use Acrobat DC, but it really is getting in my way.

Perhaps you could suggest what I might look for in the Windows Event logs. I don’t know much about Windows internals, but I can give it a try.

Thanks,
Bob Plantz
Amal.
Community Manager
Amal.Community Manager
Community Manager
April 21, 2020

Hi Bob

 

We are sorry to hear that the issue still persists. 

 

Please try to create a new test user profile in Windows 10 with full admin rights and try using the application there and check.

 

If it still doesn't work, please share the procmon logs of the affected machine for further investigation. Download the Procmon tool (https://docs.microsoft.com/en-us/sysinternals/downloads/procmon) Run the Procmon application, and recreate the issue and collect the logs.

 

Please upload the procmon logs to the document cloud (https://documentcloud.adobe.com/link/home/) generate the link and share it with us.

 

Regards

Amal

R
rplantzAuthor
Participant
April 2, 2020

I notice that there many old folders in the C:\Users\[user]\AppData\Roaming\Adobe\ folder. I wonder if my freeze/reboot problem is related to newer versions of Adobe apps interacting with old settings files?

 

Can I manually delete this folder? My thought is to uninstall all my Adobe apps, including Creative Cloud, then manually delete the Adobe folder, and then do a fresh install of Creative Cloud and install the Adobe apps I need.

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