Adobe Reader x64 2023.008.20421 Crashes when entering form data

[Matthew286538823jwt]

Adobe Reader 2023.008.20421 64-bit on Windows 10 Pro

I have removed and re-installed.  Also rebooted.

Multiple users

Multiple workstations

Multiple documents

But not every user or document

Open a form document that we've used for years, click field to enter data and it crashes.  Event Viewer details below:

Faulting application name: AcroRd32.exe, version: 23.8.20421.0, time stamp: 0x65738350
Faulting module name: AcroRd32.dll, version: 23.8.20421.0, time stamp: 0x6573834c
Exception code: 0xc0000005
Fault offset: 0x00d28d0c
Faulting process id: 0x44e0
Faulting application start time: 0x01da400e9680e8da
Faulting application path: C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AcroRd32.exe
Faulting module path: C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AcroRd32.dll
Report Id: 93ba94c2-790b-454f-9436-b0613558c3a7
Faulting package full name:
Faulting package-relative application ID:

[Ashok34633170dj0v]

Exactly the same problem.

Windows 10 Pro, 32GB memory, 1TB SSD

Acrobat Reader 2023.008.20458

Crash happens as soon as I click on a form field to enter data. If I wait for a few seconds after Reader starts (until the 7-day free trial ad for Acrobat pops up at the bottom left) before I click, then it appears there is no issue. All seems to work fine.

Also there is no issue with filling the forms using Firefox or Edge.

[Ashok34633170dj0v]

A bare bones file demonstrating the issue is attached. Clicking on the editable field right after the page is displayed results in a crash. If you wait a few seconds (use the 7-day trial Acrobat ad at bottom left as a marker), there is no crash and the field is editable.

[Ashok34633170dj0v]

Same issue reported here - https://community.adobe.com/t5/acrobat-reader-discussions/acrobat-reader-crashes-when-editing-fields... - by someone else contains more detail for reproduction.

[JR Boulay]

[MOVED TO THE ACROBAT READER DISCUSSIONS]

[Jamie34669969018e]

Same Issue.  Definately caused by an the update.  Found a computer without the update and it worked fine but auto updated a few minutes after and the issue started happening.  

[FusionIT32467529zvby]

Running into the same exact issue here with one of our clients - I've been able to narrow it down the file only crashes within the first 5-10 seconds before the "7-day free trial" appears - once that shows up, the file is editable without any issues

Adobe help us out with the fix please and thank you!

[Stephane23783402im0m]

We have the same problem within our organisation with the latest update I saw being January 5th on one computer. Has the issue been reported to Adobe Support?

[Jamie34669969018e]

I tried to upchannel it to support and they want me to send them logs.  I was frustrated and told them to let their developers know.  Support claimed they tested it and it worked fine on their system but I have doubts. 

[TarpinLumber]

Having the same issue with multiple staff, but not everyone even though everyone was updated/patched.  In 1 case, the problem cleared itself for 2 days then returned.  Out of 15 staff, only 2 reporting the issue currently.

[Matthew286538823jwt]

This continues to be an issue.  I really am at a loss.  So far nothing resolves the issue.  It's extremely frustrating because these forms are a daily requirement.

[Jamie34669969018e]

I'm hoping the more people that generate noise here the better and maybe someone at Adobe will hear us.   

[API_Matt · Accepted solution]

I have the same issue here and can replicate across multiple computers. 

The tip about waiting for the "Start your free trial advert", that a few people have posted works.

What I have been telling my users is to open files by performing 
Menu > Open...
This provides the application enough time to present us with the opportunity to see the advert and avoid the issue. 

I also recommend for them to keep the application open if they want to open files using shortcuts. 

[Jamie34669969018e]

This is a work around but how do we get Adobe to acknowledge the problem and plan a fix?  

[API_Matt]

I agree! Their known issues page doesn't seem to reflect this. This is a bug that is easilly replicated for me, so I would assume that others can as well at Adobe. 

[API_Matt]

I worked with Adobe support earlier today in an effort to put the issue on their radar. The tech I worked with seemed to think that it was related to a similar bug in the 64-Bit Pro version that will crash in other scenarios. 

Another workaround that I found while working with that tech was to perform the following: 

Menu > Disable New Acrobat 

I have tested and was unable to crash adobe before the Free Trial Advert loads.

This still isn't a fix, but another easier to explain workaround for your users. 

[PATRICK369286370n5z]

Hello,

I fixed another problem with the same procedure "Disable New Acrobat". For me, Adobe Acrobat Reader always crashed after opening and closing a file. The support team didn't want to help me and referred me to the forum.

[Jesse351424237xvd]

A good work around for now tell Adobe fixes the issues is to change to the old layout.

Menu > Disable New Acrobat Reader. 

It'll restart but now you can open fillable PDF's and DO NONT have to wait for anything.

[T35923169ui3v]

Same Issue here,

another Workaround is to enter the first formula field with the TAB