Some files don't open in Acrobat Reader when using new interface

[sikatsok_1976]

Hello everyone.

Windows 11. When I open PDFs containing annotations by double-click on it, Acrobat Reader window opens for a short while and disappears. This happens when I have new interface enabled. No problem with new look disabled.

What is wrong with the file?

[sikatsok_1976]

Update. Opening Acrobat first, and choosing File->Open doesn't make problem. File opens.

[Tariq Ahmad]

Hi sikatsok_1976

Sorry for the troubled experience, and thank you for reaching out. 
Are those files located on a Shared Drive, a network-mapped drive, or a cloud drive? 

Please ensure your copy of Adobe Acrobat is updated. To check for any pending updates, launch Acrobat > Help > Check For Updates. 

Then try again. 

If the file is on any external drive or cloud drive copy the file locally and try again. Let us know how it works

~Tariq

[sikatsok_1976]

I tested regular disk drive C: or D: or network share. Both makes this error. Reader version 2025.001.20474 64-bit (polish).

[JR Boulay]

[MOVED TO THE ACROBAT READER DISCUSSIONS]

[sikatsok_1976]

Update 2: I checked versions: 2025.001.20432 64-bit polish, 2025.001.20474 64-bit polish,2025.001.20467 64-bit english - same failure. But when Reader's window is opened while double-clicking PDF file - everything is fine.

[jos_5359]

Yes it looks like a crash in Acrobat related to displaying Text annotations.

[AnandSri]

Hello @jos_5359!

I hope you are doing well, and we apologize for the delayed response and the trouble.

Please check for any pending updates of the Acrobat Reader app from the Menu > Help > Check for updates and install any available updates. Then, restart the machine and try again.

If the issue continues, please provide the following information: the current version of the operating system on your device, the version of Acrobat Reader installed, a sample PDF file, as well as the logs from the affected machine. To collect the logs, download the Log Collector tool and run it. Make sure to select all log options and attempt to reproduce the issue. After that, close the Log Collector tool; it will generate the logs along with a log ID. Please share this log ID with us for further investigation.

Thanks,

Anand Sri.

[sikatsok_1976]

I'll do it. First, Adobe crash reporter never appears. So I used Windows error reporting. Checked for updates - none. OS Microsoft Windows 11 Pro 10.0.22631.
Adobe Acrobat Reader Continuous Release 2025.001.20474 64-bit.
Two crash dump files are created at the same time.
Acrobat.exe(1).17124.dmp
Acrobat.exe.17124.dmp
Each of them about 280MB. Zipped 155MB. I cannot attach them here (7zip not allowed, size too big. DMP not allowed as well). I'm attaching the file makes crash.

Thanks.

[AnandSri]

Hello @sikatsok_1976

I hope you are doing well, and I am sorry for the delayed response. Thank you for sharing the additional information.

Please install the latest version of Acrobat Reader 25.001.20531 (Win), planned update June 10, 2025. Check for any pending updates from the Menu > help > check for updates, install the updates, restart the app and the machine, and try again.

If the issue continues, please provide the following information: The fresh logs with the latest version of the app from the affected machine. To collect the logs, download and run the Log Collector tool. Make sure to select all log options and attempt to reproduce the issue. After that, close the Log Collector tool; it will generate the logs along with a log ID. Please share this log ID with us for further investigation.

Thanks,

Anand Sri.

[sikatsok_1976]

Hello Anand.

I've installed the update
https://ardownload3.adobe.com/pub/adobe/acrobat/win/AcrobatDC/2500120531/AcroRdrDCx64Upd2500120531.m...
from the page
https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/continuous/dccontinuousjune2025qfe...
I checked updates. No updates found. I rerun test. Test failed. I tried to attach ZXP file from Log Collector here but "The file type (.zxp) is not supported...". I'm sorry but I don't understand "log ID" you mention.
(AdobeLogs_20250623_081654_646-win-GS.zxp)

[Meenakshi Negi]

Hi sikatsok_1976,

Thank you for the update.

It will be easier for us if you could share the log ID. Click Share logs in the window once you stop the diagnostic tool to get the log ID. Please take a look at the screenshot below.

Click on the "Copy ID" link or select the ID and copy it to the clipboard. Share the Log ID so we can check the logs.

Thanks,

Meenakshi

[sikatsok_1976]

Hello,

Thank you for quick reply.
Now I understand what i did wrong. I had to download Adobe_Acrobat_Diagnostics_win.zip because I didnt have "Hamburger"->Help->Troubleshoot Acrobat menu, and no option "Preferences"->"general" tab->"Enable troubleshooting"

0becbfb4-13ee-40fb-aef5-1a46eea480bd

Thanks,

Sik.

[Tariq Ahmad]

Hi @sikatsok_1976, 

I'm following up to see if you are still experiencing this issue or if it is no longer reproducible on your machine. 

If the issue is still reproducible, kindly help us with diagnostic and crash logs:

Diagnostic logs:

Run the Adobe Diagnostic Utility

1. Download the utility from this link: https://adobe.ly/4nqkAbE
2. Open the tool and click Start Diagnostics.
3. Ensure Advanced Logging is enabled.
4. Launch Acrobat and reproduce the crash or freeze (open the “What’s New” window).
5. Once the issue occurs, return to the utility and click Stop Monitoring.
6. Copy the Log ID shown and share it with us here.

Crash logs:

Collect Crash Logs.

If Acrobat is crashing (and not just freezing), we also need crash logs:

• Instructions: https://adobe.ly/44afCIz
• Once collected, upload the logs to any cloud drive (e.g., OneDrive, Google Drive, Dropbox) and share the link with us.

Both types of logs are required. 

Best regards,
Tariq | Adobe Community Team | Meet Acrobat Studio

[sikatsok_1976]

Hello Tariq,

I checked for a new version of Reader, downloaded and installed it. It's now version 25.001.20672. I tested it again, but the Adobe Acrobat Reader with new interface still crashes.

Log ID: 42826833-0536-4108-8fa4-b2ec01db1b45

Crash dumps
https://1drv.ms/f/c/7f338d4f74b4ebd6/EnEEDG3CezNAm8tiJ6mLWVYB4cACGYKyt1oEBBAnksuzbw?e=pObWFW

[AnandSri]

Hello @sikatsok_1976

I hope you are doing well. Thanks for sharing the details and the log ID. Could you please install the latest build of Acrobat Reader and see if it still crashes? If it is still crashing, please collect the fresh logs with the latest build and share them with us. Both logs will help us identify the root cause.

Thanks for your time and cooperation.

Anand Sri.

[sikatsok_1976]

Hello Anard,

I've updated Reader, now version is 2025.001.20693. Nothing changed, application still crashes.

Here you have Log ID and crash logs:

11bf1376-ada6-46ee-9232-87a1ab07fb18

https://1drv.ms/f/c/7f338d4f74b4ebd6/EngW894_CzBIoq8rcQ4jcxoBHUyd-W8T7CU61Ia3K9THtQ?e=9idenq

Regards.

[AnandSri]

Hello@sikatsok_1976

Thank you for sharing the logs. The product team will investigate this, and we will share an update here.

Regards,

Anand Sri.

[AnandSri]

Hello @sikatsok_1976

I hope you are doing well. Please share some sample files through which you were able to reproduce the issue for our further investigation. You can share the files directly with me in a private message. Click on my community profile name, and select message.

Thanks,

Anand Sri.

[sikatsok_1976]

Hello Anard,

Thank you for your support. Here you have minimal file that makes Reader crash on double-click. Keep in mind that this not happens with new interface disabled.

Best regards,

Sik.

[AnandSri]

Thank you for the file. We will get this investigated with the product team, and will share an update here.

~Anand Sri.