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Adobe Reader crashes when help button is pressed

New Here ,
Oct 22, 2019

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Adobe Acrobat Reader DC crashes when the Help button is pressed, Crashes when saving a pdf file, hangs and becomes unresponsive when exiting the application.

Reason? , I have uninstalled it, re-downloaded and installed it a number of times and it still won't work. 

The computer is a Dell Laptop Core i5, 64 bit, with 8 GB memory with Windows 10  Pro

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Adobe Reader crashes when help button is pressed

New Here ,
Oct 22, 2019

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Adobe Acrobat Reader DC crashes when the Help button is pressed, Crashes when saving a pdf file, hangs and becomes unresponsive when exiting the application.

Reason? , I have uninstalled it, re-downloaded and installed it a number of times and it still won't work. 

The computer is a Dell Laptop Core i5, 64 bit, with 8 GB memory with Windows 10  Pro

TOPICS
Crash or freeze

Views

88

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Oct 22, 2019 0
Community Beginner ,
Nov 17, 2019

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Is this the only app that crashes or do you notice it happens with others at times as well?  Has your laptop been running slower or more ads possibly than usual?  You may have malware on your laptop.  Regardless of what run a Device Scan. This should be in your settings.  This should detect if you do have malware or anything other issue as well.  Good luck!

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Nov 17, 2019 0
Adobe Community Professional ,
Nov 18, 2019

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MODIFIED REPLY I included the wrong download link and provided the incorrect guidance

 

Adding to the smart suggestion from maryfnorris, after you run the malware scan (ensure that you are offline when you perform the scan) also see if by  disabling Data Execution Prevention for all programs in your windows 10 helps.

 

Use the offline installer for Adobe Acrobat Reader DC from here: https://get.adobe.com/reader/enterprise/

 

The last current update for your Acrobat product should be .20056, this update was published a few days ago. When you finish installing Reader DC apply the optional update: https://helpx.adobe.com/acrobat/release-note/release-notes-acrobat-reader.html

 

Additionally, and just for troubleshooting purposes, you may try and use the Program Compatibility Troubleshooter of Win10. Allow the wizard to test the Acrobat Reader for an older version of MS Windows, or Windows 10 32bit, for example.

 

Let the compatibility troublseshooter  download and install automatically any .Net dependecies if it prompts you that they are required; see if works.

 

Don't forget to also update your operating system to reflect its current version as well.

 

 

 

 

 

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Nov 18, 2019 0
Amal. LATEST
Adobe Employee ,
Nov 18, 2019

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Hi there,

 

We are sorry for the trouble and the experience you had. As described above Adobe Acrobat Reader DC crashes on multiple occasions

 

Is this a behavior with a particular file or with any PDF you try with? If its with a particular PDF, could you please share the file with us through private message for testing. Please click on the message icon on the top right corner to start the private message.

 

What is the version of the Adobe Acrobat Reader DC installed on your computer? To check the version of the application please use the link: https://helpx.adobe.com/acrobat/kb/identify-product-version.html

 

As you have already tried removing the application multiple times please try the steps below in the following sequence and see if that works.

 

 

If it still doesn't work, please remove the application using the Acrobat Cleaner Tool and create a test user profile with full admin rights and install the application there suing the link shared above and see if that works.

 

If it still doesn't work, please collect the logs and share with us for further testing. Please use the steps shared in the link (https://helpx.adobe.com/in/acrobat/kb/collect-logs-crash-freeze.html) to collect the logs.

 

Let us know how it goes

 

Regards

Amal

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Nov 18, 2019 0