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Adobe acrobat keeps crashing - black blocks appear on screen and then it crashes

Community Beginner ,
Jul 29, 2023 Jul 29, 2023

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Hi,

 

Please could someone help with this. I have to open multiple pdfs at once (often 4) and my Acrobat keeps crashing. I am running Windows 11 Pro.  The program suddenly freezes, and often just before this black squares appear on the screen.

I have tried various fixes - checked for updates - none avail.

                                         - ran 'repair installation' - (this seems to bomb out after a few seconds)

                                        - turned Protected View/ mode off

 

Nothing helps. I am going crazy having to constantly restart and need to get my work done. Please help!

Jenny

 

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Crash or freeze

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Community Beginner ,
Jul 29, 2023 Jul 29, 2023

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It also shows that I have dbl the amount of files open (often) when I close with Task Manager - is it somehow opening multiple copies?

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Community Beginner ,
Jul 30, 2023 Jul 30, 2023

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Have tried to uninstall and reinstall?

 

This sounds like the problem may be with the computer. Checking for Windows updates and restarting the computer might be advantageous.

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Adobe Employee ,
Jul 30, 2023 Jul 30, 2023

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Hi @JennyDD 

 

Run this cleaner tool to remove the existing installer and application’s file traces:

https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html

Download the Acrobat Reader installer from here:

https://get.adobe.com/reader/enterprise/

OR

https://helpx.adobe.com/reader/get-started.html

 

Let us know if it doesn't help!

 

Thanks,

Akanchha

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Community Beginner ,
Jul 31, 2023 Jul 31, 2023

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Hi Akanchha,

 

Thank you. I did that and it ran for much longer this morning, but now it has just crashed again, first getting the black squares.

 

I also heard this morning that this same thing is happening to someone else I know.

 

Please help!! This program is not really usable like this.

 

Thanks,

Jenny

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Community Beginner ,
Aug 02, 2023 Aug 02, 2023

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Hi Akanchha,

 

I ran the cleaner tool, and my Adobe still keeps crashing. I even downloaded Pro on a 7 day trial - still getting the black blocks and crashing. 

 

It seems to open each file twice (or think it is open twice) - I can only find 1 of each open, but on Task Manager it usually shows dbl the number of pdfs I have open. Please help! I am losing faith in this product completely.

 

Regards,

Jenny

 

 

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Adobe Employee ,
Aug 11, 2023 Aug 11, 2023

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Hi @JennyDD @PCProbs 

 

Sorry to hear that issue persist.

We need to escalate this to our engineering team

Please share the following logs for further investigation:

 

Procmon Logs: [Windows only]

https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html

 

Acrobat/Reader log collector tool

https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html

 

Note: share the logs by uploading them to any cloud storage.

 

Thanks,

Akanchha

 

 

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Adobe Employee ,
Aug 16, 2023 Aug 16, 2023

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Hi @JennyDD 

 

Any update on this? Let us know if the issue is resolved with the latest patch.

 

~Akanchha 

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