Adobe crashing after opening

[sercany6182]

On 1 specific machine ADOBE READER crashes after opening. I used the removal tool to delete the software, installed the lates version and the problem isn't resolved.

Sometimes I am able to use it for a minute or 2, but when I use the arrow keys or page down key, it crashes immediately again. When I scroll with the mouse wheel, it looks fine, but also then it crashes.

Disable or enable protected mode doesn't have any effect for this.

[AnandSri]

Hello Sercany,

We're sorry for the trouble you had with Adobe Reader, please reboot the machine once, and use Acrobat cleaner tool to remove installed Adobe Reader Download Adobe Reader and Acrobat Cleaner Tool - Adobe Labs

Reboot the machine and download the setup of the latest version of Adobe Reader from Adobe - Adobe Acrobat Reader DC Distribution

Assuming you on Windows machine, once the setup is downloaded, Right-click on the setup file and click on ‘properties’.

Click on the ‘compatibility’ tab and check the box ‘Run this program in compatibility mode for’ and select Windows 8/7 operating system from the drop down menu and proceed with the installation.

Once this is done, restart the computer and locate the icon of Adobe Reader, right-click and select Run as Administrator.

Is Adobe Reader is crashing while opening a specific PDF or with all the PDF files?

What is the version of the operating system installed?

If the issue persists, create a test user profile with full admin rights or enable the hidden admin account, install the latest version of Adobe Reader and check.

Let us know how it goes and share your findings.

Thanks,

Anand Sri.

[sercany6182]

Hello Anand,

Unfortunately I am not able to download the file for 100%. It gets stuck on 72mb when downloading from the website you provided me. When I download the readerdc_installer file, I am able to download and install the reader. Neither from my laptop, phone or the laptop of my colleague.

By the way, the user is local admin, but I will try with another user as you asked me.

[Ayush__Jain]

Hi ,

Sorry for the issue that you are facing while using Adobe Acrobat Reader.

I would request you to kindly share the Crash dumps when Reader Crashes for you.

Here is how you can collect the crash dump :

When Reader Crashes (If you get this error message "Adobe Reader has stopped working") , Can you please share with us the Crash Logs .

For Getting the Crash Logs:

a.      When Acrobat Reader Crashes , Open Windows Task Manager

b.      -> Got To Processes, There you can see a process "Adobe Acrobat Reader DC" / AcroRd32.exe

c.      Right Click on this process and click "Create Dump File"

d.      Dump file will be created in the Temp folder of user (as specified on the dialog you get after creating dump files).

e.      Save this DMP file on any Cloud Storage and Share the link for that with us on mail at ajain@adobe.com

We will try to analyze your issue on priority once you share this information with us.

Thanks,

Ayush Jain

[Ayush__Jain · Accepted solution]

Hi All,

We acknowledge the issue and Adobe Acrobat and Reader official 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.

More information about this release is here: 19.008.20074 Optional update, October 08, 2018 — Release Notes for Acrobat DC Products

Please try it out and let us know your feedback.

Thanks for your patience and support!

Regards

Ayush Jain