Open any PDF file it will crash

Report · Oct 29, 2019

Dear All,

whenever i opened any PDF file, after 2-10sec the adobe acrobat reader/DC will have a error.

Please advise is there a solution for this? attached screenshot

Error: Adobe acrobat has stopped working.

a problem caused the program to stop working correctly. Please close the program.

Thank you

Report · Oct 30, 2019

Hi jasonc25422697,

Thanks for reporting the issue. Can you please share more details so that we can investigate this issue :

OS where issue is reproducible.
Share the process dump of Acrobat collected while this error message is in view. (Refer https://helpx.adobe.com/in/acrobat/kb/collect-logs-crash-freeze.html for steps to get the process dumps).

Regards,

Priyanka

(Adobe Acrobat Desktop Team)

Report · Oct 30, 2019

Hi Priyanka,

Thank you for your reply.

We are using Windows 10 version 1809 OS.

Dump file

Regards,
Jason

Report · Oct 30, 2019

Hi Jason,

You can upload the file to any drive , sharepoint or Acrobat Send Files option and share the link with us.

Regards,

Priyanka Jain

(Adobe Acrobat Desktop Team)

Report · Oct 30, 2019

Dump file

Report · Oct 30, 2019

Hi jasonc25422697,

Seems like you are using Acrobat XI. Acrobat XI is no longer supported by us. You can update to the latest avaiable version to check if issue gets resolved.

Otherwise, please upgrade to the more modern and supported verstion of Acrobat DC.

Regards,

Priyanka Jain

Report · Nov 04, 2019

Hi Ptiyanka Jain,

I am refering to jasonc 25422697's failure report from oct 29, 2019. I think I do have the same

problem on my PC. I am using Windows 10 and Reader DC just implemented. I have established a crash dump folder as you described but I do not know how to link this dump folder to such a mail.

I am looking forwards to your assistance.

Best regards,

AlfredPapp

Report · Oct 31, 2019

Hi jasonc25422697,

Based on the discussion here, I see you are using Acrobat XI.

I see some of the updates are pending for your machine for Acrobat. You may download the updates manually if you are unable to install updates following these steps, Launch Acrobat>Help>Check for updates. Here is the link to download the latest update: https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotes/11/11.0.23.html#elevenzerozerotwenty...
Let us know if you are still experiencing the issue.

-Tariq