Skip to main content
M
Markinson
Participant
May 30, 2024
Question

Adobe Acrobat Reader crashes (closes abruptly) if I use the annotating/comment tools properties

  • May 30, 2024
  • 1 reply
  • 1375 views

Hello everyone and sorry for my English!

Before writing here I made several attempts, including uninstalling and reinstalling the program, trying with a new administrator user profile, resetting the program preferences, using AcroClear, trying with different files in pdf format and in different locations (both locally and on network server).

The problem remains and has been highlighted for a few weeks, I believe, more precisely after the update to version 2024.002.20736.

 

I would like to point out that the problem I am going to describe, the one in question, occurs with Adobe Acrobat Reader 64 bit version DC 2024.002.20759 on a computer with Windows 10 Pro 22H2 updated.

While the same problem does not occur on the same computer if I install Adobe Acrobat Reder 32 bit version DC 2024.002.20759.

 

In short, after these premises, it happens that any document in pdf format I am using crashes and AAR brutally closes as soon as I try to access the properties of one of the annotating/comment tools I have just used.

That is, I can, for example, highlight parts of a document with the appropriate tool, but if I right-click on the highlighted text and try to access the properties of this section, the pdf document closes suddenly.

 

Some screenshots of what I would like to get and instead, with the 64 bit version, I don't get it because the document closes.

 

Thank you very much in advance for any suggestions!

Cheers.

This topic has been closed for replies.

1 reply

Amal.
Community Manager
Amal.Community Manager
Community Manager
June 11, 2024

Hi there

 

Hope you are doing well.

 

Would you mind collecting the Adobe CC logs https://adobe.ly/3KFzgS8 , Procmon logs (Win Only)  https://adobe.ly/4bYFQiI  and Crash/freeze logs https://adobe.ly/3VCq9rJ share them via any cloud storage. Just upload the log file to the cloud and generate the link and share that link with us for further investigation.
 
Regards
Amal



M
MarkinsonAuthor
Participant
June 17, 2024

I apologize for the delay with which I answer, but I have not received any notification by e-mail of new posts.

 

Now I have this problem of Adobe Acrobat Reader who suddenly closes on three different (particularly old) computers.

 

In a computer I solved by installing the 32bit version and at the same time arresting the "Adobe Acrobat Update Service" service (to prevent it from automatically updated to the 64 -bit version).

 

In the other two computers, only for some PDF files (like the one attached, even without comments and annotations!), Adobe Acrobat Reader, just a few seconds from the opening of the file, crashes and closes.

 

I also tried the "Collect Logs When Acrobat/Reader Crashes or freezes" solution, but no window is displayed after the crash.

Also I can't capture the dump via Task Manager because the process disappears completely.

 

I repeat I have all these inconveniences only with Adobe Acrobat Reader at 64 bit.

 

Thanks a lot for each suggestion, step by step.

Terms & ConditionsAccessibility statement
Using the community Terms of use Privacy Cookie preferences Do not sell or share my personal information ad choicesAdChoices