App crashing on Android 12

[Leopoldo21931852ut7i]

Hi. I recently updated my Samsung galaxy s21 to Android 12. Since then, I am having problems with some of my apps and one is with Adobe Acrobat Reader. It simply won't open or crashes at startup. Tried deleting cache and reinstalling the app to no avail. Is there any fix to this? 

[Harsh Vardhan Pareek]

Hi @Leopoldo21931852ut7i 

Hope you are doing well.

As per the description above that Acrobat Reader crashes at startup, please check if the application is updated to the latest version, if not update the app and then try again. 

Also, Is there any error message when it crashes?

Thanks,

Harsh

[Leopoldo21931852ut7i]

Thank you for your reply. I already reinstalled the app but same problem. The app opens but when I open a pdf file, it crashes. No error message appears
Leo Jiao 

[jofi2013]

I have the same problem.

the app crashes immediately.

A screen splashs "Fehlerbericht senden?" but I cant't do anything it disappears immediately.

i uninstalled it reinstalled it exactly the same problem

[Harsh Vardhan Pareek]

Hi @Leopoldo21931852ut7i @jofi2013 

To check the crash issue we need the application version, would you mind sharing it?

Thanks,

Harsh

[jofi2013]

It's all the latest version:
- Samsung S21+
- Android 12
- the latest Adobe Acrobat version from the Google Play Store

When I install and launch the app, it crashes immediately.

[Harsh Vardhan Pareek]

Hi @jofi2013 

Thanks for your patience and cooperation.

As our team is looking into it, but we need a few more details to investigate more accurately. Would you mind sharing the below information?

1. Is PDF document open from third party files app also leading to crash? If yes, can you try launching the document via app launcher?
2. A video recording would help.
3. Specific time and date on which the crash happened so that we can try finding the crash stack.

Regards,

Harsh

[Harsh Vardhan Pareek]

Hi @jofi2013 

As our team is working on a fix, it would be appreciated if you could provide the above-requested information.

Thanks,

Harsh

[Harsh Vardhan Pareek]

Hi All,

As per the investigation done by the team, this looks like a web view initialization issue. Please try to disable and re-enable the WebView on your mobile device and see if it is working fine? 

Here are the steps you can follow:

Settings > Apps > All Apps > Android System WebView > Disable > Accept the pop-up > Enable.

Let us know if that helps.

Thanks,

Harsh

[Gary23155919wf3h]

I am noticing this issue with tablets at work that are running Android 12. The error message states there is a bug and it will be fixed once the app is updated. We are running the most up to date version on the google play store (Auto update is enabled). When will the app be updated? We roll out more and more Android 12 tablets every day. Has this issue been acknowledged by Adobe?

[Harsh Vardhan Pareek]

Hi @Gary23155919wf3h 

Could you provide us a screenshot of the error message? Also, confirm if you have tried to re-enable the WebView on your mobile device using the steps provided above?

Thanks,

Harsh

[Gary23155919wf3h]

I tried the web view disable and re-enable. No change. No longer getting and error message. Screen just flashes when tapping on a PDF. 

I can open a PDF 1 time. That happens after deleting and installing the app. When you try to open the same or ANY OTHER PDF, the screen flashes gives no error.

running Adobe version: 22.1.1.21006

Tablet is running Android 12

[Gary23155919wf3h]

You sent me. Private message and I cannot reply as your mailbox is full (error I received when I tried).

You asked me to screen record the error, I cannot do that as this tablet is an enterprise tablet and screen recording is not possible in our configuration. Screen recording would offer no new info to you. The issue happens as I described it. This issue is not happening on any other tablets running Android 11 or older.

Could you perhaps try to duplicate the issue on your end with a Android 12 tablet? 

[Harsh Vardhan Pareek]

Hi @Gary23155919wf3h 

Thanks for providing the details, We have checked on an Android tab running on Android 12, but the issue is not reproducible. If possible could you provide us a few more details?

1. How did you install the app on the tab, is it deployed by an IT team or downloaded from the app store?

2. What is the device's make and model?

Thanks,

Harsh

[Gary23155919wf3h]

It’s a Samsung S7 5G (model# SM-T878U)

Dr ice is lightly managed via VMware’s workspace one. Adobe is installed via the google play store.


Sent from my iPhone

[Gary23155919wf3h]

Device* is lightly managed. Sorry for the typo.

[mafaz22331661t7e4]

im having the same issue. the bro working on adobe saying to update the app here. but doesnt he knows if u install the from play store, automatically it was latest version🤔?? 

[Peichuchang]

請徹底刪除。喔的帳號密碼喔被盜--
peichuchang