Acrobat Pro application crashing upon opening on iPad Pro

[Sue25884668c1fw]

I have been having issues with the Adobe Acrobat Pro application crashing upon opening for several months now. I have updated to the latest version of the app [Version 22.08.00 (20220819.224230)], uninstalled/reinstalled the app several times, cleared the cache, offloaded the app, and yet... it still crashes practically every time I open it. It takes six or seven tries to get it to open at all, and then if I open a PDF to fill/sign it, it crashes again when I close the PDF.

Also, just a minor annoyance, but the app has changed recently to select the ENTIRE line (as opposed to just wherever you click) when filling/signing a PDF.

*Side note:* I have noticed that the crashing issues persist only when I am logged into my work Adobe account, not my personal account. My work Adobe has three other users that have access, and all documents are saved in the Acrobat Cloud. No issues accessing PDFs on my iPhone through the work account - only on the iPad. Not sure if that makes a difference, but I figured I'd make note of it anyway.

Any help would be greatly appreciated - I need to use this app daily for my job and it's impeding my ability to work. Thank you!

[Tariq Ahmad · Accepted solution]

Hi @Kris5E2F, 

Sorry for the troubled experience. 

There was a known issue yesterday related to the app crashing on iOS devices, which was addressed yesterday. 

What we can try is:

1. Ensure the app is updated. 

2. Clear the app from the background and launch it again. 

If the issue happens again. Let us know the following details:

1. OS version number.

2. App version number. 

3. Video of what is happening. 

4. Device name and model number.

Let us know how it works either way. 

~Tariq

[S. S]

Hello @Sue25884668c1fw,

I hope you are doing well. I am sorry for the etrouble.

Have you checked if working on the same files on the web is working fine?

Also, would you mind sharing a screen recording of the crash event for our better understanding.

Looking forward to hearing from you.

Thanks,

Souvik.

[Sue25884668c1fw]

I am unsure of how to open a PDF on the web. Would you please clarify?

Here is one video of the crashing. 

[Sue25884668c1fw]

Here is another video of the crashing. 

[S. S]

Hi @Sue25884668c1fw,

To open a PDF on the web, you can log in to the online portal using your Work ID and access the file there.

Link for Acrobat Online: https://acrobat.adobe.com/

[S. S]

@Sue25884668c1fw Can you also check to switch the network on your iPAD? 

If you are using your home Wi-Fi, please switch to cellular data and check if it works. 

**Note: This is just for testing purpose.

[Sue25884668c1fw]

Turning off the Wi-Fi has no effect - the application still crashes. It appears that I am able to edit PDFs online, although the Fill/Sign option does not seem to be available. 

[Sue25884668c1fw]

Do you have any other ideas/advice for me, Souvik?

[S. S]

Hi @Sue25884668c1fw,

Sorry for the delay. 

I am awaiting further information from the team and will update you as soon as I receive one.

-Souvik.

[S. S]

@Sue25884668c1fw,

Would you mind sharing a sample file with me for testing purposes?

If the file has confidential information, you can share it using Private Messages. 

To send a private message, click on my profile name-> click the blue bottom on the next page saying "Send a Message".

Regards,

Souvik.

[Sue25884668c1fw]

Apologies for the delayed reply, Souvik - I have attached a PDF file for you to test. Please keep me posted. Thank you!

[S. S]

Hi @Sue25884668c1fw,

Thank you for sharing the file. This will help us accelerate the process for a solution.

-Souvik.

[Sue25884668c1fw]

Hello, Souvik - it has been three weeks and I have not received any response. Can you please provide an update? Thank you.

[S. S]

Hi @Sue25884668c1fw,

Sorry for the delay. We cannot reproduce the issue at our end with the file you shared. Is this specific to your iPad or with the corporate account? 

If you have any other files, you experience the same issue on and can share with us, that would be great.

-Souvik.

[WillCopelandMarineSurv]

I have exactly the same issue as of today, with files i have been using for quite a time. I have a monthly sub to acrobat standard. the forms are files are fairly basic.

i open Adobe and it crashes exactly as in the video attached above. 

any help appreciated.... thanks.

[Kris5E2F]

Will,

My crew has been experiencing the same app shutdowns when trying to open on an iPad.  We have not had any success, even after trying to update, restart device, and uninstall/reinstall the app.

Any help from Adobe support would be great...

[Tariq Ahmad · Accepted solution]

Hi @Kris5E2F, 

Sorry for the troubled experience. 

There was a known issue yesterday related to the app crashing on iOS devices, which was addressed yesterday. 

What we can try is:

1. Ensure the app is updated. 

2. Clear the app from the background and launch it again. 

If the issue happens again. Let us know the following details:

1. OS version number.

2. App version number. 

3. Video of what is happening. 

4. Device name and model number.

Let us know how it works either way. 

~Tariq

[WillCopelandMarineSurv · Accepted solution]

Mine has resolved thanks.