Adobe reader crashing on Samsung S24 Ultra

[Annie381907555gr7]

Hi,

The last few days my Adobe Acrobat keeps crashing whenever I try and open a PDF.

I have uninstalled and reinstalled multiple times but nothing seems to be working. I have also cleared the cache. (screen shots attached of message and the blank screen I keep getting).

Please can you advise how I can fix this? Thanks

 

 

Please can you advise how I can fix this?

[Ayodeji38443437k4w9]

I have same issue. I will be glad if anyone could help

[S. S]

Hi @Ayodeji38443437k4w9,

Hope you are doing well. Sorry for your experience with Acrobat Reader Mobile.

Have you checked if there are any available updates for your device's OS? This could be a major factor for the application crashing.

Also, is there any specific workflow you were trying to achieve when you expeirence the crash? 

A screen recording video would be great to investigate further.

-Souvik

[Ayodeji38443437k4w9]

I was not doing any major thing on my phone. I tried to open a document I already have on my phone and I discovered the problem.

[S. S]

@Ayodeji38443437k4w9,

Thanks. 

Would you mind sharing the file with us for testing in-house and further investigation?

-Souvik

[Melinder38932563udvd]

I have facing the same issue as well. Tried reisntalling and everything but still same issue! Its annoying. 

[sprinklr-integration-user]

Hi @ Melinder38932563udvd

I hope you're doing well. Sorry for the trouble.

Could you please share the make and model of your mobile device, as well as the application version you are using with the Acrobat Reader Mobile app? To check the app version, tap on the profile icon at the top right corner and select "About Adobe Acrobat."

Additionally, please ensure that your mobile device's OS and the Acrobat Reader Mobile app are both updated to the latest versions. You can check for updates in the App Store (iOS) or Play Store (Android).

Also, as previously requested, please share the PDF file in question, so we can attempt to replicate the issue on our end for further investigation.

~Amal

[Amal.]

Hi there

Our engineering team has thoroughly investigated the issue using the latest version of the app, but we have been unable to reproduce it on our end. It’s possible that updating the app to the latest version could resolve the issue you are experiencing.

Could you please follow these steps to ensure you’re using the most up-to-date version of the app?

       1. Update the app:

• For iOS, visit the App Store and check for any available updates.
• For Android, go to the Play Store and do the same.
  
  2. Restart your device:
  After updating the app, please restart your device to ensure all recent changes take effect.
  
  

Once you've done this, please try using the app again and let us know if the issue persists. If you continue to experience problems, feel free to provide us with any additional details (such as screenshots, steps to reproduce the issue, or any error messages you see), and we’ll be happy to take another look.

Thank you for your patience, and we look forward to hearing how it goes.

~Amal

[kate_4514]

I have the same issue on my Samsung Galaxy S24 Ultra. It keeps crashing exactly like you explained when I open up pdfs with forms to fill in. Pdfs seem to be okay to open in general but not the forms. I have uninstalled and reinstalled. Used a different account and also cleared my cache. My phone and app are up to date as well. The issue has been ongoing for at least a month. 

[S. S]

Hi @kate_4514,

We made some significant improvements to the application with the latest updates.

Would you mind checking for possible software updates on your device?

Also, an uninstall of the application, and a new install would be great to check if the issue is fixed.

Let us know how it goes.

Regards,
Souvik.

[kate_4514]

The issue isnt fixed with the next update. 

[creative explorer]

@kate_4514 It might be a server-side issue that suggests a problem on Adobe's end, check the online status, 
https://status.adobe.com

[kate_4514]

I know they came out with bug fixes yesterday but that didnt change anything. I tried looking up the status in the link you provided but thats too complex for me sorry. 

[Amal.]

Hi there, 

Hope you are doing well, and we are sorry to hear that the issue is still unresolved. Would you mind sharing the version of the Acrobat Mobile app and the OS you are using? Go to Profile icon > About Acrobat and try updating the application to the latest version available on the Play Store and reboot the device once. 

If it still doesn't work, please share a small video recording of the steps you are taking and the issue as it occurs for more clarity and further investigation by our development team.

~Amal

[kate_4514]

I am using this app - 

https://play.google.com/store/apps/details?id=com.adobe.reader

My phone is Samsung Galaxy S24 Ultra.

There was no issue a few months ago when filling out forms. Only forms seem to be effected after second last update I think. 

I have attached short video of how it looks when opening a form. It says there is a bug on the app. Its been happening for about a month now. 

[Amal.]

Hi there 

Thanks for sharing the video recording. 

Could you please share the screenshot of the Acrobat mobile app version you are using, to check the version,  tap on the profile > About Acrobat.

~Amal

[kate_4514]

 

 I have attached the version installed. 

[S. S]

Hi @kate_4514,

Thanks for sharing the details. 

We have forwarded the feedback to the development team for further investigation.

We will update the thread once we hear back from them.

Regards,
Souvik.

[kate_4514]

Do you know when I'll expect an update? Thank you

[kate_4514]

This is one of the forms I couldnt open and fill in. It would crash. 

[S. S]

Hi @kate_4514,

Thanks for sharing the sample file.

I have forwarded this to the development team for further investigation. 

As of now, we do not have an exact date to commit, but work is in progress on the issue.

Your kind understanding and patience is highly appreciated.

Regards,
Souvik.

[kate_4514]

Do you have an approximate time when this issue will be resolved please? 

[S. S]

Hi @kate_4514,

Not exactly, but I will keep you updated on the progress.

Regards,
Souvik.