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Acrobat Reader crashes after opening

New Here ,
Jun 17, 2019

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Hi all,

There are many users in my company suddenly have this issue today, but not all the users.

Even a user who never installed Acrobat Reader before installs the latest one from Adobe official website, it will crash the same way.

But some other user who also never installed Acrobat Reader before and installed it today will be OK.

So it is really hard to differentiate the reason now. Same Windows 1809, but haven't tested if there is some KB difference.

It is such a broad issue now. But weirdly, not all, still many users in the same condition are good with the reader.

Could someone help?

Thanks very mcuh!

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Acrobat Reader crashes after opening

New Here ,
Jun 17, 2019

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Hi all,

There are many users in my company suddenly have this issue today, but not all the users.

Even a user who never installed Acrobat Reader before installs the latest one from Adobe official website, it will crash the same way.

But some other user who also never installed Acrobat Reader before and installed it today will be OK.

So it is really hard to differentiate the reason now. Same Windows 1809, but haven't tested if there is some KB difference.

It is such a broad issue now. But weirdly, not all, still many users in the same condition are good with the reader.

Could someone help?

Thanks very mcuh!

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Akki_24 LATEST
Adobe Employee ,
Jul 19, 2019

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Hi Frank,

We apologize for the delay in response to your query.

Is your user still struggling with the same problem or managed to find the solution?

As per the description given above, few machines are working with the same version and few aren't. It seems this crash issue is specific to the user's machine who have been struggling with it.

You may suggest these steps to those users-

1- Install pending Windows update

2- Install Reader's update, Open Reader>Help>Check for update

3- If it manages to open for some time, then refer to this help article and disable Security settings as suggested: Resolve Acrobat DC intermittent crashes on Windows

Let us know the result. Or if you have managed to find the solution, then help us with your findings.

Thanks,

Akanchha

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