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After update to 24.002.20895 the reader crashes to desktop when certain pdf files are opened

New Here ,
Jul 03, 2024 Jul 03, 2024

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Hi,

we sending out our invoices as protected pdf to our customers. The pdfs are protected against changes. Now received a call from one of our customers telling us, that after he upgraded his reader to 24.002.20895  none of our pdf files can be opened anymore. As soon as he opens the pdf Acrobat Reader crashes, even if some other PDF files (not ours) are loaded.  He tested on a 2nd computer with the same problem. 

He already uninstalled PDF Reader but also w/o success. On Windows computers with previous versions of PDF Reader our PDF files can be opened.

We tried here with the exact Windows 10 version (22H2 Build 19045.4598 and Acrobat Reader 24.002.20895 . We cannot reproduce this issue and also none of our other customers reported this problem. 

 

Does anyone have a clue what might be wrong with the installation? 

 

The PDF we are sending out are created with Ghostscript (invoice data on blank page) and then PDFTK server combines the invoice with our company stationery and set the protection of the new file to avoid changes.

 The customer is running Windows 22h2 on his computers.

 

TOPICS
Crash or freeze , View PDF , Windows

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Adobe Employee ,
Jul 12, 2024 Jul 12, 2024

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Hi there,

 

Hope you are doing well and thanks for reaching out.

 

As the user has the updated version of the application, Ask him to try to repair the installation from the help menu (Win Only) and see if that works.
 
Also try to reset the Acrobat preferences as described here (https://adobe.ly/4f2Acya)
 
He may also try to create a new test user profile with full admin rights in Win or enable the root account in MAC and try using the application there and check.

 

~Amal

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