Adobe Acrobat Reader won't launch

[dms666]

Hi,

Out of the blue, Adobe Reader stopped working. It won't open PDFs and won't even launch. It shows up in Task Manager as Adobe Acrobat with sub-processes (also Adobe Acrobat). No matter how many times I try to open the app, it doesn't launch, but does show up in Task Manager.

I uninstalled, rebooted, and re-installed. Same problem.

Can anyone help with this?

Thanks.

[creative_cause5FBA]

I have the same problem..

[creative explorer]

@dms666 @creative_cause5FBA I would strongly suggest to uninstall Adobe Acrobat Reader then. Do a clean install. It might be that either the update or install was corrupted. Things happens sometimes. I recently had to replace my battery to my laptop. Chrome always worked until after the battery replacement it crashed all the time. I uninstalled, and re-install it, and it works great! 

Try using the Creative Cloud Cleaner tool, the offical tool frm Adobe.com: 
https://helpx.adobe.com/ca/creative-cloud/kb/cc-cleaner-tool-installation-problems.html

Then go back to adobe.com to get Acobat Reader:
https://get.adobe.com/reader

[dms666]

I had already tried fully uninstalling, rebooting, and re-installing Adobe Acrobat. Same problem. Will not launch.

[Shashank Jain]

Apologies for the problem. can you please share us the logs so that we can look into the issue
Steps

1. Close Acrobat
2. Download and run Diagnostics utility https://helpx.adobe.com/acrobat/kb/acrobat-diagnostics.html
3. Select Start Diagnostics.
4. Now Open Acrobat and reproduce the issue.
5. Select Stop Monitoring, and share the log ID with us.

[dms666]

Here's the log id:

6b81091c-9d94-4ca6-8600-def91256a91d

[RRBJAX]

Adobe, where's the help on this issue?  I also have tried everything listed in this and other posts and nothing works.  You are disrespecting all your customer who are having this problem by not QUICKLY resolving it!

[Chetan23677088sx52]

-

[dms666]

Did you receive my logs too? I'd like to know if my case is also being investigated.

Thanks.

[Chetan23677088sx52]

Hi @dms666 

yes we have recieved the logs and i am following up with team on this and will get back on this as soon as i hear back from the team
thanks
Chetan

[Aakash Deep]

Hi @dms666 

We have investigated the logs but there's not much info in the dumps.

Could you please share another sets of dumps?

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

[dms666]

I've got the dump files (there were two processes running, so I ran the Task Manager dump for each).

However, the files are 265 MB and 111 MB so I zipped them. They are now 108 MB and 27 MB. However, the uploader on this forum has 47 MB size limit so I can only provide one file. Also, I had to rename the extension since ZIP files are not allowed - so I changed it to PDF. 

[Aakash Deep]

hi @dms666 ,

You can share a link with all of the dumps with me on DM.

[dms666]

Hi Akash, 

I semt you a DM with a link to access the Task Manager memory dump files.

Darryl

[dms666]

I installed the 32-bit version and it works normally.

[John3826255292qn]

I am still having this problem.  Any fixes?

[Aakash Deep]

Hi @John3826255292qn 

Could you please share the dump files with us for further investigation?

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

[Aakash Deep]

Could you please share the dump files with us for further investigation?

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

[John3826255292qn]

Will do.  Unfortunately or fortunately, it is now working after a couple days of running it as admin.  This cycle has happened before.  Regarding capturing dump logs, which one would I create?  The app does not start so there are no processes to force a dump.  It is also not crashing as I never see a process start.  Thanks for the assistance, it is much appreciated.

[mlotinga]

I have the same problem here - sudden failure to launch Acrobat 64-bit. Have reinstalled, rebooted, deleted temporary app files etc. It adds a process but nothing else happens. I've collected full logs using the diagnostic tool.

[mlotinga]

I've also now reverted to the 32-bit version, which does launch. This is an issue with the 64-bit software.

[mlotinga]

I also had a problem installing the 32-bit version, as the uninstaller for the 64-bit version had clearly not removed all the files necessary to allow the installer to proceed, so I received error #1310 during install, until I'd manually deleted some Adobe folders in the Program Data directory. https://community.adobe.com/t5/acrobat-discussions/the-dreaded-1310-error-installing-acrobat-xi/m-p/... 

[mlotinga]

@Aakash Deep ?

[mlotinga]

It seems this problem is being caused by FileOpen, which has identified workarounds https://www.fileopen.com/issue-with-adobe-acrobat/reader-under-windows-11-24h2