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Aergernis
New Participant
May 25, 2018
Question

Acrobat DC crashing when viewing PDF

  • May 25, 2018
  • 1 reply
  • 27099 views

Hi,

when i try to read a pdf file, Acrobat Reader DC (Version 2018.011.20040) is using ~2GB RAM and then crashes with internal errors, no data to show pictures, not enough memory and a few more. Opening the same pdf with latest Acrobat XI the file can be viewed normaly with ~300MB of RAM usage.

System:

Windows 10 x64 Pro

Core i7 - 5930K

32GB RAM

Acrobat DC - not working

Acrobat XI - wotking like a charm

This topic has been closed for replies.

1 reply

Adorobat
Community Manager
AdorobatCommunity Manager
Community Manager
May 28, 2018

Hi Aergernis,

As per the issue description mentioned above, Acrobat Reader DC is crashing when trying to view pdf files, is that correct?

Please try following troubleshooting steps:

1- Reboot the machine if you haven't already and try opening the pdf files again.

2- If that doesn't work,  try emptying the TEMP folder and see if that helps.

3- If issue still persists, try disabling protected Mode by clicking > Edit > Preferences > under Categories, click Security (Enhanced) > uncheck the box next to Enable Protected Mode at startup > click OK and try again

Please note: disabling protected mode is for troubleshooting purpose only, and not recommended. Please turn the feature back on after troubleshooting is complete.

4- If step 3 doesn't work, try repairing Reader using Repair installation option under Help menu, reboot the machine after repair and try again.

Also, let us know if you are getting this error when trying to view a specific pdf file or with all the pdf files?

Try opening other pdf files in Reader and check if you are getting the same error.

Thanks,

Shivam

A
AergernisAuthor
New Participant
June 9, 2018

Hi,

sorry for the long delay, didn't had this much time.

I've tried all this Steps, but the file still can't be displayed correctly. I've also tried it on different machines and even after a fresh windows installation the problem occours.

It's only one file that's having this issue. All other pdfs i've tested are working normaly. Sadly the pdf is "watermarked" so i can not post a link here.

Adorobat
Community Manager
AdorobatCommunity Manager
Community Manager
June 18, 2018

I have the same problem, but I can't take the step of disabling protected mode because Reader will not stay open long enough for me to reach the command. In all cases there is no notice, no warning, just a sudden collapse. I find I am running the most-current version of Adobe Flash as well. This appears to be a low-level conflict, and may be dependent on Win10 update 1803. I can't roll back my OS and I can't use Acrobat Reader. What do I do now?


Hi Progan01,

Could you check if an update is available for Reader using "Check for updates" option under "Help" menu, reboot the machine after installing update and try again. You may also download updates from here: Adobe - Adobe Reader : For Windows

If that doesn't work, launch Reader as an administrator using the steps given in this link- Run an Adobe program as administrator | Windows 7, Vista

If issue still persists, launch Reader in compatibility mode for Windows 7: https://support.microsoft.com/en-in/help/15078/windows-make-older-programs-compatible

Also, let us know dot version of Reader and the operating system installed on the machine? You may refer to the steps given in this link on how to check the version: Identify the product and its version for Acrobat and Reader DC

Thank You,

Shivam

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