Adobe Reader quit unexpectedly

[eddie_77]

I kept getting this problem with my Adobe Acrobat reader.  I tried to repair and even reinstall but it keeps coming up. Not sure if it has anything to do with recent Windows updates. I am using Windows 10 64bit.

Help! 

<title altered for clarity-kglad>

[kglad]

<moved from cc desktop bugs >

[MeenakshiNegi]

Hi eddie_77,

Thank you for reaching out, and sorry about the trouble caused.

As the Acrobat Reader quit unexpectedly, please try the troubleshooting steps suggested in the following help document: https://helpx.adobe.com/acrobat/kb/acrobat-dc-crashes-on-windows-os.html.

If that does not help, try removing the application and running the cleaner tool (https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html). Reboot the machine and install Acrobat Reader from the following page: https://get.adobe.com/reader/enterprise/. 

If the issue still occurs, share the Reader version on the machine. Share the screen recording of the workflow.

We may require logs for the crash. You may collect the crash logs using the steps suggested here: https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html. 

Let us know how it goes. 

Thanks,

Meenakshi

[FuzzyJohn]

I too started getting this problem on Windows 11 Pro 22H2 22621.2283 after the Windows September 2023 updates.

Several times a day I am getting this error:

I get the error even if I do not do anything related to Adobe Reader DC.

I have a feeling this is related to the "Enable PDF thumbnail previews in Windows Explorer". I am saying this because if I turn off that setting I do not get the error.

Adobe Acrobat Reader v2023.006.20320 64 bit.

I tried the troubleshooting steps but that did not help.

[MeenakshiNegi]

Hi FuzzyJohn,

Thank you for sharing the information.

As you experience the same issue, please collect the crash logs and share them for further investigation.

You may collect the crash logs using the steps suggested here: https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html. 

Let us know if you need any help.

Thanks,

Meenakshi

[FuzzyJohn]

I followed the steps to enable CrashDumps. After that in Adobe Reader Preferences I turned on "Enable PDF thumbnail previews in Windows Explorer". When I clicked OK I immediately got the small error window. Checking in Windows Explorer I could not find the CrashDumps folder.

Here is a screenshot of my REGEDIT screen:

Here is a screenshot of Windows Explorer after I got the error window.

Just in case I jusr restarted my computer and I am awaiting to get the error again. I'll report of the outcome.

For what it's worth, following the steps outlined by VCS-Marketing below I could not trigger the error.

[VCS-Marketing]

Noted - I only tested it a couple times, so perhaps just an odd coincidence on my end

[FuzzyJohn]

After following the steps to create the CrashDumps, I got the error several times but it looks like the CrashDumps folder is not created (as shown in my screenshot above).

[Ghanksta]

Meenakshi is there going to be another update? We are all having this annoying issue every time we close a window in Adobe. There is no fixes that I see yet.

[MeenakshiNegi]

Hi Ghanksta,

The issue has been reported to the team, and they are looking into this.

It would be helpful if you could collect the crash logs and share them for further investigation.

You may collect the crash logs using the steps suggested here: https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html. 

Let us know if you need any help.

Thanks,

Meenakshi

[FuzzyJohn]

As I previously mentioned, for me the Crash Dumps are not generated. I also posted screenshots of the Registry to prove that I did everything correctly. I did get files in the CrashDumps folder after running the Cleanup Tool, but nothing when the error we are talking about here is shown. Maybe it is not a real error that brings up that message??? Maybe just a bug?

For me the error shows up the first time a few minutes after starting the computer, even if I don't touch the computer. After that it may come up when I use Adobe Reader but not always.

Did anybody else manage to generate Crash Dumps from this error?

[PierreMrsFr]

Hi @FuzzyJohn I got the same behaviour as you.
I've also create the Registry Keys as requested.
But even with many popup "Acrobat quit unexpectedly" there is no single file related to Acrobat in the Dump folder

[Cstew2019]

Yes I am getting the same error recently on a pretty much brand new install of Windows 11 too. I think its related the thumbnails, as only get error when Enable PDF thumbnails previews is enabled. I have tried fresh reinstall, remove completly using cleaner, and manually removing all traces before reinstalling, but still get dozens if not hundreds of errors per day. I have also tried clearing all thumbnails with Windows, no change. I have also tried installing Reader first, then Acrobat (pro) but always get the error when Thumbnails are enabled. 

[defaultk3h3mwb9f4vn]

Me as well - even though Acrobat does not shut down/close, I still get this error message when opening a file.

[Josh2275632794pw]

I'm experiencing the same issue, with the same resolution on the same version of Adobe Acrobat.  Windows 10 Pro 22H2. 

[Terrence Cain]

Your diagnosis is correct. You have to uncheck "Enable PDF thumbnails in Windows Explorer" in order to stop getting the error. This problem arose only recently (Since September 2023). Adobe needs to fix this. The thumbnail feature is useful, and paying subscribers should not be deprived of this feature.

[Jennifer246297531jaf]

I get this same message even when my Enable PDF... is unchecked. And I only get the error when opening a doc from the server. Also, weirdly, the doc then opens just fine ?? But it's extremely annoying to have to click Skip every time.

If I open a doc from inside Adobe, I do not get the message. Another weird thing...

I've tried all the fix-its on this page https://helpx.adobe.com/acrobat/kb/acrobat-dc-crashes-on-windows-os.html  to no avail. Is my only option to report it (ugh)? Anyone smarter about this than I (a low bar) with ideas?

[FuzzyJohn]

I get this same message even when my Enable PDF... is unchecked. And I only get the error when opening a doc from the server. Also, weirdly, the doc then opens just fine ?? But it's extremely annoying to have to click Skip every time.

If I open a doc from inside Adobe, I do not get the message. Another weird thing...

I've tried all the fix-its on this page https://helpx.adobe.com/acrobat/kb/acrobat-dc-crashes-on-windows-os.html  to no avail. Is my only option to report it (ugh)? Anyone smarter about this than I (a low bar) with ideas?

By @Jennifer246297531jaf

@Jennifer246297531jaf and anybody else who finds that error message annoying:

If you feel at ease editing the Windows Registry, in Regedit go to HKEY_CURRENT_USER\Software\Adobe\Adobe Acrobat\DC\AVGeneral\CrashDataAtLaunch and create a new DWORD (32-bit) Value named bDisableSuggestWorkaroundsAtLaunch then set it to 1. Once you click OK the error messages should disappear until you delete this value or set it to 0 (zero).

This is how it should look in Regedit:

Alternately you can use the bDisableSuggestWorkaroundsAtLaunch.txt file I attached here, change the extension from .txt to .reg and double-click the file. Allow this app (Registry Editor) to make changes to your device, and the bDisableSuggestWorkaroundsAtLaunch value will be created and it will be set to 1.

Ever since I created this value I never got that annoying error message.

[Jack33502552wwke]

Thanks this worked.

[Chris31523614l20g]

Thanks very much, that has worked for me too.

[gemin33642830rc5a]

Life Saver!

[Caroline317]

I cannot thank you enough. I use Adobe Acrobat ALL the time and this was literally driving me insane. Your fix worked. A MILLION THANK YOUS

[FuzzyJohn]

I cannot thank you enough. I use Adobe Acrobat ALL the time and this was literally driving me insane. Your fix worked. A MILLION THANK YOUS

By @Caroline317

Glad it worked for you. I don't take this as a fix though. See my reply to @slipd (above this message).

[Ignacio32761227urnr]

It worked. Thanks!

[migascsi]

Thank you! Finally!