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Acrobat Pro application crashing upon opening on iPad Pro

New Here ,
Aug 30, 2022 Aug 30, 2022

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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!

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Crash or freeze , iOS

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Adobe Employee ,
Aug 30, 2022 Aug 30, 2022

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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.

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New Here ,
Aug 30, 2022 Aug 30, 2022

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

 

Here is one video of the crashing. 

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New Here ,
Aug 30, 2022 Aug 30, 2022

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Here is another video of the crashing. 

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Adobe Employee ,
Aug 30, 2022 Aug 30, 2022

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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/

 

 

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Adobe Employee ,
Aug 30, 2022 Aug 30, 2022

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@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.

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New Here ,
Aug 31, 2022 Aug 31, 2022

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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. 

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New Here ,
Sep 02, 2022 Sep 02, 2022

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

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Adobe Employee ,
Sep 02, 2022 Sep 02, 2022

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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.

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Adobe Employee ,
Sep 02, 2022 Sep 02, 2022

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@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.

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New Here ,
Sep 05, 2022 Sep 05, 2022

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

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Adobe Employee ,
Sep 05, 2022 Sep 05, 2022

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Hi @Sue25884668c1fw,

 

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

 

-Souvik.

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New Here ,
Sep 26, 2022 Sep 26, 2022

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

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Adobe Employee ,
Sep 26, 2022 Sep 26, 2022

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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.

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