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[Help] This page crashes Acrobat Reader

New Here ,
Jul 05, 2024 Jul 05, 2024

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I downloaded the Sony BDP-S5200 Operating Instructions from the Sony website here:
https://www.sony.com/electronics/support/product/bdp-s5200/manuals

 

Each time I open that 48-page PDF, Acrobat Reader DC crashes (version 24.002.20895; Windows 10 22H2, build 19045.4529). Opening it in other apps, such as Chrome, Edge, Firefox or Irfanview all work fine without crashing.

 

I then used the PDF24 Tools to split the 48 pages until I found that just one page, page 8, is the single page that crashes it. The attached PDF is that page 8.

 

Can anyone duplicate this and help determine what it is about this page that causes the crash?


Thanks!

- John

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Crash or freeze

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Adobe Employee ,
Jul 15, 2024 Jul 15, 2024

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Hi there,

 

Hope you are doing well and thanks for reaching out.

 

I have tried to reproduce the issue at my end and its working fine. As you have the latest version of the application installed, please try to repair the installation from the help menu abd reboot the computer once and check.

You may also try to turn off the protected mode for testing. Go to Preferences (Ctrl, Cmd+K) > Enhanced Security > Uncheck 'Enable protected mode at starting' Click OK and reboot the application.
Note: Please turn on the security after testing to avoid any security risk.

 

Also go through the steps shared in the help page (https://adobe.ly/3Y9YnV0) and see if that works.

 

~Amal

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New Here ,
Jul 17, 2024 Jul 17, 2024

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Hi Amal,

 

Thanks for checking this for me.

 

Turns out this crash occurs on three different computers, and disabling Protected Mode at startup does not fix it. On a fourth computer it works fine.

 

The common factor on the three failing computers is that they all have the older Intel Core 2 Duo and Core 2 Quad processors.

 

The fourth computer that does not crash is a MS Surface Pro 2 with an Intel Core i5-4200U processor.

 

These of course are all old computers, but they are all running 64-bit Windows 10 just fine with no other issues with Acrobat or any other apps.

 

So it appears to me this crash is somehow hardware or driver related.

 

Thanks again for your help!

 

- John

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Community Expert ,
Jul 15, 2024 Jul 15, 2024

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Works fine for me:

 

try67_0-1721036699110.png

 

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