Highlighting crash in Adobe Acrobat Reader DC

[Neithera]

Hello,

I have a long-lasting problem with highlighting in Adobe Acrobat Reader DC - Czech (recent version - 18.011.20040), Windows 10. Whenever I use "freehand" highlighting tools in non-textual documents, i. e. in documents whose text cannot be marked as such (so the highlighting tool has the shape of a little circle), after a certain amount of time the whole program freezes completely so that it has to be closed and relaunched. There is no chance it will start running again; once it freezes, it is just done.

Recently, I have noticed that sometimes the crash is not even caused by highlighting; even if I do not edit the non-textual document anyhow and just read it, it crashes anyway after certain time. This, however, happens rather rarely.

What is interesting is that it never happens to me in textual documents where the text can be marked and highlighted by the cursor. Moreover, it seems that the moment of the crash depends on the amount of the text highlighted on each occassion: after about 2 highlighted pages of text in total, the program crashes. If I keep the program running with a sufficiently little amount of highlighted text (e. g. 1/2 page in total from launching), it is usually alright and it keeps working - but as I start highlighting again, at a certain point it suddenly crashes. It can crash like this after mere 2-3 minutes from the opening, always approximately on 2nd-3rd highlighted page (let's say that about 3/4 of each page is highlighted).

I have noticed that several threads have been founded on this particular topic; the only suggested answers I have found so far were either reinstalling the program, updating it or downloading a different version (or an English version). I have tried every suggestion I have found. Nothing has helped so far. I have the recent version and tried to reinstall it several times - nothing happens. It keeps crashing whenever I work with a non-textual document. I have been having this problem for more than two years and I have not managed to solve it anyhow. Any piece of advice would be appreciated very much. Any suggestions how to deal with this issue?

[AnandSri]

Hello Neithera,

We apologize for the inconvenience caused, as per the description above, Adobe Reader DC is crashing while highlighting a scanned PDF, Is that correct?

Please try resetting the Adobe Reader's Preferences once and reboot the machine, to reset the Preferences, please refer to the steps in the following Adobe article How to reset Acrobat Preference settings to default.

If the issue persists, please use Acrobat cleaner tool to remove Adobe Reader Download Adobe Reader and Acrobat Cleaner Tool - Adobe Labs

Reboot the machine and install Adobe Reader from Adobe - Adobe Acrobat Reader DC Distribution

If you still experience any issue, please share the following piece of information so that we can assist you in a better manner:

• Is it a Mac or Windows machine and what is the version of operating system installed?
• Is Adobe Reader is crashing while highlighting scanned PDF or with all the PDF files?
• Is it specific to one PDF?

Let us know how it goes and share your findings.

Regards,

Anand Sri.

[Neithera]

Hello,

Yes, that is correct. Adobe Reader DC keeps crashing while highlighting a scanned document.

I wanted to try the solution you suggested concerning resetting Acrobat Preference to default, but oddly enough, in C:\Users\[username]\AppData\Roaming\Adobe\Acrobat\DC, there is no Preferences folder. Only "Collab", "Forms", "JSCache", "Redaction", "Security", "Stamps", "TMDocs.sav" and "TMGrpPrm.sav". I have not managed to find the Preferences folder even with my searching tool. I will try the Adobe Reader and Acrobat Cleaner Tool now and let you know if it helped or not.

Just to make the information complete:

- my computer is a Windows 10 Home machine, 64bit, current version 1803

- the program keeps crashing only while highlighting a scanned PDF; with textual PDF files, there are no problems whatsoever

- it crashes with any scanned PDF, it is not specific to one particular PDF

[Neithera]

Sorry, but using Acrobat Cleaner, removing Adobe Reader, rebooting the computer and installing the program from the link you have suggested did not help. I tried to use highlighting in a scanned document in the newly installed program and it crashed in the very same way as before, after about 2 highlighted pages.

Is there anything else I can do to get rid of this complication?

[AnandSri]

Hello Neithera,

Sorry for the delayed response and inconvenience caused. Please install the latest patch of Adobe Reader from help>check for updates, or manually from DC Release Notes — Release Notes for Acrobat DC Products

Reboot the machine and see if the issue is reproducible.

Is it possible to share a sample file with us that is the scanned PDF so that we can test it at our end? To share the file, please use Adobe Send feature, upload the file, share the link to files via private message only, How Do I Send Private Message

Thanks for your time and patience thus far.

Regards,

Anand Sri.

[Neithera]

Hello Anand,

I have installed the newest patch (18.011.20055). The problem persists in exactly the same form as before. This time, I measured the time from the start of highlighting to the crash: it was 6 minutes and I highlighted approximately 1 page and a half.

I am sending you the scanned PDF in which the crash emerged this time.

Thank you for your answer.

[AnandSri]

Hello Neithera,

Sorry for the delayed response and inconvenience caused. Thank you for sharing the fil, will share an update soon after replicating the issue at our end.

Thanks for your time and patience thus far.

Regards,

Anand Sri.

[brandonm86607548]

Hello,

I'm having the same problem as is described in this post, except in the English version.  I've updated Windows and uninstalled and reinstalled the reader.  Did you ever come to a conclusion on how to fix this?

Thanks!

[AnandSri · Accepted solution]

Hello Brandonm,

We're sorry for the trouble you had with highlight text tool in Adobe Reader, the issue is not producible in-house on both the platforms i.e. Mac and Windows.

Would you mind sharing the Adobe Reader version installed, OS information with version details and a file which is causing the problem with us so that we can test at our end?

To check the version of Adobe Reader installed, refer to Identify the product and its version for Acrobat and Reader DC

Share the OS version.

To share the file, please use Adobe Send feature, login to https://cloud.acrobat.com/send using your Adobe ID(email) and password, upload the file, share the link to files via private message only, How Do I Send Private Message

Thanks for your time and patience thus far.

Regards,

Anand Sri.