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Anonymous
May 11, 2016
Answered

Adobe Acrobat Reader DC has stopped working.

After an automatic WIndows 10 update last night, now I can't look at pdfs. The file will open but ta message window opens saying it has stopped working and will close the program.

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    varun_vinayak1Correct answer
    Adobe Employee
    June 17, 2016

    Hi,

    We are sorry for the problem you are facing. Can you please follow the following steps to generate the crash dump so that we can debug the issue:-

    1. Install procdump from https://technet.microsoft.com/en-in/s...
    2. Create a folder C:\temp
    3. Unzip procdump.zip and copy procdump.exe inside it to C:\temp
    4. Open cmd as an admin and go to C:\temp
    5. Now type in cmd: procdump  -ma -i
    6. Open acrobat/reader and follow the workflow which causes Acrobat/Reader to crash
    7. A dmp file is created in C:\temp
    8. After this in the cmd type: procdump -u
    9. Please share this .dmp file with us using any service like dropbox , Google Drive etc. As the size of .dmp would be large so it would be good if you zip/rar it before sending.

    Please send the network location link to vvinayak@adobe.com

    View reply

    20 replies

    lancer37735038
    Participant
    August 25, 2016

    This started happening to me today, anyone ever get a solution?

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    Anonymous
    July 7, 2016

    I'm having the same problem and sent you the link to my dump files.

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    Anonymous
    July 10, 2016

    I found a way to get Adobe to stay open.  Right click on the Adobe Shortcut and Click "Troubleshoot Compatibility".   Then Select "Try recommended settings".  Leave the window open and then go open your pdf. 

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    Jong99
    Participating Frequently
    July 14, 2016

    Maybe a little early to say, as the app doesn't crash 100% of the time here, but, yes, setting compatibility mode to "Windows 7" appears to fix things for me.

    My problem, diagnosed by Adobe from my dump files, was a conflict with the Overwolf program, that has only appeared with the latest version of Acrobat. But, with compatibility mode set to Windows 7 Acrobat seems to run fine.

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    Adobe Employee
    varun_vinayak1
    Adobe Employee
    June 21, 2016

    Hi,

    I would request all of you to please send us the dmp files(steps mentioned in my previous post) which would help us in debugging the issue.

    Thanks,

    Varun

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    hansv68776707
    hansv68776707
    Participant
    June 24, 2016

    Hello Adobe Acrobat DC stopped suddenly I can no longer open PDFs. When I double-click on a PDF, the program opens, but nothing else happens.

    I'm on a Mac, and have the Creative Cloud suite installed - the other parts of the CC work just fine.

    Thanks

    Hans

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    Adobe Employee
    varun_vinayak1Correct answer
    Adobe Employee
    June 17, 2016

    Hi,

    We are sorry for the problem you are facing. Can you please follow the following steps to generate the crash dump so that we can debug the issue:-

    1. Install procdump from https://technet.microsoft.com/en-in/s...
    2. Create a folder C:\temp
    3. Unzip procdump.zip and copy procdump.exe inside it to C:\temp
    4. Open cmd as an admin and go to C:\temp
    5. Now type in cmd: procdump  -ma -i
    6. Open acrobat/reader and follow the workflow which causes Acrobat/Reader to crash
    7. A dmp file is created in C:\temp
    8. After this in the cmd type: procdump -u
    9. Please share this .dmp file with us using any service like dropbox , Google Drive etc. As the size of .dmp would be large so it would be good if you zip/rar it before sending.

    Please send the network location link to vvinayak@adobe.com

    Translate
    neilb94618161
    Participant
    June 17, 2016

    I'm sorry, but I have uninstalled adobe reader doc, and don't plan to re-install it anytime soon, so i won't be able to do this data dump.

    Neil

    Sent from my iPhone

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    Jong99
    Participating Frequently
    June 10, 2016

    Same problem here. Opening any docs using Windows Explorer causes the document to appear fine, but then after a long pause the app crashes.

    Sometimes, but not always, opening the same file from the recent list in the app itself seems to work fine. Once this happens all seems fine opening docs inside the program, but once you try to open one using File Explorer again it breaks.

    The Acrobat integration with Windows Explorer seems to be broken.

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    Jong99
    Participating Frequently
    June 10, 2016

    Actually, it seems more random than that. Sometimes the program will crash on startup, even if run directly. But that seems to cause less crashes than opening .pdf files from Windows Explorer. Odd.

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    Jong99
    Participating Frequently
    June 10, 2016

    By the way, using fully updated, not preview, Windows 10. Acrobat fully updated. Tried deleting preferences, problem remained.

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    High Iron
    Participating Frequently
    June 4, 2016

    I too am suffering the exact same issue as the OP.

    I am using Windows 10 64 Pro. The program will not open any PDF files without immediately displaying that the program has stopped working and Windows is searching for a solution. The process can only be terminated. It does however display the PDF content when it loads.

    I used the cleaner tool and successfully removed all traces of Adobe Acrobat Reader, rebooted the computer and downloaded and installed the latest version it supplies for Windows 10. The first time I ran the program it failed again in the exact same manner.

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    Anonymous
    May 24, 2016

    I am on Windows 10 Pro 64 bit - Version 1511.

    Can't tell which version of Acrobat Reader DC I am on because it locks up when I launch it and then I get the same dialog box as shown above.  Program stops working and only option is to close it.

    I have downloaded the cleaner application (v4.0) but it runs for a few minutes and then goes unresponsive.  I have tried to uninstall and reinstall with a clean offline install package and still am getting the same error message.  Tried to do this 3-4 times already and still no change.

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      neilb94618161
      Participant
      May 24, 2016

      Exact same situation here (also Windows 10, 64 bit, 1511).  Just suddenly stopped working.  After several unsuccessful installation and cleaning cycles (my cleaning attempt would not complete, just as mentioned above, although the reader was gone), I chose to go back to version 11.  That is working for me. Have shut off all updates until I hear that this program actually works!

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      YatharthS
      Participating Frequently
      May 12, 2016

      Hi Stats4gnats

      Please provide the exact dot version of the software & OS installed at your system .Also check whether is there any update available for the software after going through "help > check for updates "

      Also Follow this thread to reset the preferences for the Acrobat software :- How to reset Preference settings in Acrobat.

      If the issue persist Please try running the cleaner tool "Download Adobe Reader and Acrobat Cleaner Tool - Adobe Labs" on your machine to remove all traces of Reader.

      Then, restart your machine and install the latest version of Reader from here:

      Adobe Acrobat Reader DC Install for all versions​

      Let me know how it goes.

      Regards,

      Yatharth

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      TomRiley
      Participant
      May 12, 2016

      I am having the exact same issue. Running Windows 10 64 bit. Acrobat reader updated to 15.016.20039 same error. I uninstalled and reinstalled. Downloaded the Cleaner as above and reinstalled. Still the same issue. I couldn't get the download from the link above, as it had no selection for version. Tom Riley

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