Acrobat DC crashing when viewing PDF

Report · May 25, 2018

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

Report · 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

Report · Jun 09, 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.

Report · Jun 14, 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?

Report · Jun 18, 2018

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

Report · Jun 18, 2018

Shivam;

I am now able to launch and keep open Reader by opening it as an Administrator. Attempting to launch it from a PDF still results in the program shutting down within fifteen seconds.

I have already attempted to open Reader in compatibility mode. There was no difference in behavior or performance on any available setting, e.g. Windows 7, Windows 8.1. I have already reported this to Microsoft.

I should have included the full technical data. The version of Reader I have installed is 2018.011.20040. This may explain why attempting to use the download link you provided results in the message: "Setup has detected that you already have a more functional product installed. Setup will now terminate."

I have a homebuilt system running Windows 10 Professional 64-bit, v1803 build 17134.81, with an MSi 990FXA-GD80 V2 Military Class II motherboard, an AMD Phenom II X6 1100T processor running at 3.3 GHz, an NVIDIA GeForce GTX 1050 ti video card, 16 GB of RAM, and a 500Gb Samsung SSD C: drive.

Additionally, I have disabled both Malwarebytes and ZoneAlarm, with no change in Reader behavior.

For what it's worth, I suspect the problem is not with Reader but with the way my installation of Windows 10 handles it. Nonetheless I felt I needed to report this obstreperous refusal to perform.

I look forward to hearing back from you.

--->Pete

On Monday, June 18, 2018, 5:31:15 AM EDT, Adorobat <forums_noreply@adobe.com> wrote:

Acrobat DC crashing when viewing PDF

created by Adorobat in Acrobat Reader - View the full discussion

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

If the reply above answers your question, please take a moment to mark this answer as correct by visiting: https://forums.adobe.com/message/10450832#10450832 and clicking ‘Correct’ below the answer

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Report · Jun 19, 2018

Thanks for the info, Pete. Could you try removing Reader using cleaner tool found here: Download Adobe Reader and Acrobat Cleaner Tool - Adobe Labs , restart the computer and then reinstall Reader from here - Adobe Acrobat Reader DC Install for all versions , reboot the machine and check.

Report · Jun 25, 2018

I removed my Adobe Acrobat Reader DC with the indicated tool successfully.

I then attempted to install Reader from the provided link.

The download was successful but the package will not launch. Double-clicking on it gets no response.

The installer will launch and apparently install Reader when run as an Administrator, but Reader will not run from the launcher. It will not run from the Start menu. It will not run from the application in its installed folder on my C: drive. When I attempt to open it as Administrator, I get the following error message:

"Windows cannot access the specified device, path, or file. You may not have the appropriate permissions to access the file."'

This is actually a step in the wrong direction. I now cannot access Reader at all. What do I do with it now?

Report · Jun 25, 2018

One window did open in Acrobat, which reads:

"Acrobat failed to connect to a DDE server."

I hope this helps. It's all I've got.

Report · Jun 25, 2018

Further update: I attempted to update Adobe Air... and that installer also failed to launch. It will run only as Administrator, but informs me that it is up-to-date. For the obvious reasons I am not about to uninstall it and see if it can reinstall.

Also, disabling and removing entirely my antivirus protection had no effect, other than to stop the DDE server connection failure notice. I'm out of airspeed, altitude and ideas. What else can I do?

Report · Jun 26, 2018

Hi Progan01,

Could you try setting Reader to permanently run as an administrator and check if that helps. Refer to the steps given in this help document for the same: Run an Adobe program as administrator | Windows 7, Vista

Thanks,

Shivam

Report · Jun 27, 2018

After uninstalling Reader with the provided tool, and installing Reader via the provided link, I find I cannot open Reader at all, on any account, in Safe Mode or not, with Administrator rights or no. I get a flicker of a window opening, an indication on Task Manager that the software attempted to load, and then nothing. The Compatability Troubleshooter does not resolve this problem, nor does setting Reader to open with Administrator rights permanently. This is worse than before, when I could at least open Reader with Administrator rights. I have no means of making Reader run on my machine at all, let alone open permanently with administrator privileges. I need a better solution.

---->P!

Report · Jun 28, 2018

Hi Progan01,

Could you try unchecking "permanently run as administrator" option for Reader and then follow the steps given in this link: https://support.microsoft.com/en-us/help/2669244/windows-cannot-access-the-specified-device-path-or-... and check if that helps.

-Shivam

Report · Jul 02, 2018

I didn't have "Permanently run as Administrator" on the Properties-Compatibility tab. I had checked 'Run this program in compatibility mode for Windows 7." I removed the checkmark and attempted to launch Reader from the app itself again. I saw no change in behavior -- a flicker of a window, then nothing at all. I don't think it's a problem with compatibility or administrator's rights. The problem is deeper.

--->P!

Report · Jul 03, 2018

Hi,

Could you try the troubleshooting steps given below:

1- Using Windows Explorer navigate to C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader, then double-click on Eula.exe and accept the license agreement and check.

2- If that doesn't work, try disabling protected mode at startup using the steps given in this link: Adobe Reader DC disable Protected Mode via GPO

Also, try the troubleshooting steps given in this link: https://support.microsoft.com/en-us/help/2669244/windows-cannot-access-the-specified-device-path-or-...

Thanks,

Shivam

Report · Jul 12, 2018

Pardon my delay in replying; I have been attempting other fixes to my problem of no updates, of which Adobe Reader is but part.

My results have not been encouraging.

1 - Enabling the EULA allowed Reader to open -- for ten seconds. In that time, Reader prompted me to make it the default PDF reader on my computer and presented the first of several screens on how to proceed. Invariably Reader would silently crash on this screen, whether or not I clicked on 'Continue' or not.

2 - Disabling Protected Mode did not change this new behavior in any fashion.

The troubleshooting steps in the Microsoft link provided are for Windows 7; the security protocol screens for Windows 10 are quite different and the advice here not applicable. I have asked Microsoft to update the page. We shall see when they do so.

However, in the process of attempting other repairs I re-enabled Windows Update to update drivers for software and devices at the same time. I received a notice of a new Adobe Reader update with the updates. Unfortunately, clicking on the update notice in my system tray produced only a failure notice and an error code: 111300. An image of this screen is included for your information and perusal.

I suspect the root problem is with the security policies affecting the Volume Shadow Copy service, its referents and its dependencies. But without a better understanding of how the new policies operate, I cannot proceed to make meaningful repair.

If this behavior and the error code are any help to you, I am glad to provide them. I need understanding and guidance to fix this problem here.

Thank you again for your time and attention.

--->Pete Rogan

On Tuesday, July 3, 2018, 6:43:01 AM EDT, Adorobat <forums_noreply@adobe.com> wrote:

Acrobat DC crashing when viewing PDF

created by Adorobat in Acrobat Reader - View the full discussion

Hi,

Could you try the troubleshooting steps given below:

1- Using Windows Explorer navigate to C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader, then double-click on Eula.exe and accept the license agreement and check.

2- If that doesn't work, try disabling protected mode at startup using the steps given in this link: Adobe Reader DC disable Protected Mode via GPO

Also, try the troubleshooting steps given in this link: https://support.microsoft.com/en-us/help/2669244/windows-cannot-access-the-specified-devic e-path-or-file-error-when-you

Thanks,

Shivam

If the reply above answers your question, please take a moment to mark this answer as correct by visiting: https://forums.adobe.com/message/10479946#10479946 and clicking ‘Correct’ below the answer

Replies to this message go to everyone subscribed to this thread, not directly to the person who posted the message. To post a reply, either reply to this email or visit the message page:

Please note that the Adobe Forums do not accept email attachments. If you want to embed an image in your message please visit the thread in the forum and click the camera icon: https://forums.adobe.com/message/10479946#10479946

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Report · Jul 17, 2018

Hi Progan01,

Thanks for the info. Could you try creating an admin account on your machine using the steps given in the following link and launch Reader from there and check if that works?

https://support.microsoft.com/en-in/help/4026923/windows-10-create-a-local-user-or-administrator-acc...

Thanks,

Shivam

Report · Jul 17, 2018

Hello, Shivam;

I tried the Administrator account trick a month ago. No change in the behavior I have described.

However, I did enable Windows Update to send me additional program updates, which property had been turned off somehow. This allowed a System Tray object to allow me to upgrade Adobe Reader. Clicking on it, however, only gets me the error screen saying:

"Update failed

An error occurred. Please check for updates again later.

Error: 111300"

Does this tell you more than it does me? Thanks again for your help.

---->P!

Report · Jul 18, 2018

Hi progan01,

Try updating Reader by downloading the patch from this link: 18.011.20055 Planned update, July 10, 2018 — Release Notes for Acrobat DC Products , reboot the machine after installing the update and check.

If that doesn't work, remove Reader using cleaner tool: Download Adobe Reader and Acrobat Cleaner Tool - Adobe Labs , reboot the machine, and install Reader XI from here: Adobe Acrobat Reader DC Install for all versions (select Windows XP SP3 as an operating system) , reboot the machine and check if that works.

Thanks,

Shivam

Report · Jul 18, 2018

Hello Shivam;

The 18.011.2005S update downloaded normally but install stopped with the following error:

Error 1402. Could not open key:

HKEY_LOCAL_MACHINE32\SOFTWARE\Microsoft|Windows\CurrentVersion\App Paths\AcroRd.32.exe. Verify that you have sufficient access to that key, or contact your support personnel.

The error window closed and displayed this message in the Setup window:

Setup Completed

Setup was interrupted before Adobe Acrobat Reader DC could be completely installed.

Your system has not been modified. To complete installation at another time, please run setup again.

Click Finish to exit setup.

I already had a copy of the Cleaner and ran it again.

I then downloaded the XP Sp3 version of the DC installer. It would not run at all. I was able to get it to run with Administrator privileges, and install Reader, but when I attempted to launch Reader I received this familiar error message:

C:\Program Files (x86)\Adobe\Reader 11.0\Reader\AcroRd32.exe

Windows cannot access the specified device, path, or file. You may not have the appropriate permissions to access the item.

So it seems I have an access and/or privileges problem. What's my next step here?

---->P!

Report · Sep 27, 2018

Hi progan01,

Sorry for the delay in response.

It seems the issue is related to permissions on your machine as per the error message posted above. As you have already tried replicating the issue in new admin account as well and it didn't work, could you try contacting Microsoft and see what they have to suggest?

-Shivam

Report · Oct 10, 2018

Hi Shivam,

Adobe Reader was working fine on my Windows 10 Dell laptop until end of last week. Now I am experiencing exactly what others describe in this thread. I have uninstalled / reinstalled Acrobat Reader DC, rebooted, attempted to run as Administrator; all to no avail. Within 10 seconds of opening a pdf, Adobe Reader DC crashes.

I am not a power user and my requirement is simply to be able to open and read pdf files.

Thank-you,

Rod

Report · Oct 10, 2018

Hi Shivam,

An Adobe Acrobat and Reader update (19.008.20074) containing the fix for this issue is now available. 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.

Please try it out and let us know your feedback.

thanks

-atul

Report · Oct 11, 2018

We are experiencing the same problem. Acrobat always crashes after 10-15 seconds. Uninstalling and re-installing fixes this for a short time. We have uninstalled, rebooted and re-installed the newest version, but still have this problem. So version 19.008.20074 did not fix this for us.

Report · Oct 16, 2018

is anyone still working on getting this fixed? as mentioned a few days ago, the latest update did not fix this problem. if you need crash logs or something else, please let me know and how to get them. very annoying problem, paying for a product that doesn't work. if it wasn't CC and just a seperate program we would not have this problem.