Acrobat Pro 2020 (desktop) crashes when optimizing, reducing

Report · Dec 09, 2020

I just bought this software (desktop version), installed it at work yesterday, removed Pro XI and then spent all day trying to reduce the size of a 130MB file. It actually crashes anytime I try reducing ANY large file. It works with small files but I have no use reducing small files. It won't finish any of the optimizing features with large files.
Thankfully, I had Acrobat Pro X in another computer and it took 4 minutes for that version to reduce from 130MB to 68MB.

So, what's going on?
I may need to get a refund here since this doesn't work. How do we go about this?
Thank you.

Report · Dec 09, 2020

Hi Castellana,

Hope you are doing well and sorry for the trouble. As described the application is crashing when reducing, optimizing the large size PDF file.

We need some more information for a better understanding:

- What is the version of the Adobe Acrobat Pro 2020 you are using? To check the version go to Help > About Acrobat and make sure you have the latest version 20.001.30018 (Out of cycle update) installed. Go to Help > Check for Updates. You may also download the patch using the link: https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/index.html

- Are you on Mac or Windows machine and what is the version of the OS?

- Is the file stored on a shared network/drive? If yes, please download the file to your computer locally and check. Also, if you are on a work computer, please try to change the network to (personal , wifi, mobile) and check if that makes any difference.

If you are on Windows machine please try to repair the installation from the help menu and reboot the computer.

If it still doesn't work please try to turn off the protected mode (Windows Only) for testing. Go to Edit > Preferences > Enhanced Security > uncheck 'Enable protected mode at startup' Turn off the protected mode and uncheck enhanced security > Click OK and reboot the computer.
Note: Please turn on the security after testing to avoid security risks.

If it still doesn't work, please reset the preferences to default as described in the help page: https://community.adobe.com/t5/acrobat/how-to-reset-acrobat-preference-settings-to-default/td-p/4792...

You may also look at the steps provided in the help pages listed below and see if that helps:

For Windows: https://helpx.adobe.com/in/acrobat/kb/acrobat-dc-crashes-on-windows-os.html

For Mac: https://helpx.adobe.com/in/x-productkb/global/troubleshoot-system-errors-freezes-mac.html

If it still doesn't work please collect the crash logs as described in the help page: https://helpx.adobe.com/in/acrobat/kb/collect-logs-crash-freeze.html and share the logs with us for further testing. Please upload the logs to the document cloud https://documentcloud.adobe.com/link/home/ generate the link and share that link with us.

Regards

Amal

Report · Dec 10, 2020

Thank you for your quick reply.
Here is a link to the DMP: https://documentcloud.adobe.com/link/track?uri=urn:aaid:scds:US:22d9d01f-2d8a-4c2c-b07e-5a3042c1548c

And here is what I did based on your instructions, in case this helps someone else (didn't help me, unfortunately)
- Brand new installation from two days ago (and it was NOT the latest version) so I updated to 2020.001.30018

- Using Windows

- File is stored in my own computer

- I tried to repair Installation 3 times. Acrobat crashes each time. No errors given, it just vanishes.

- Turn Protected Mode off for testing. As usual, at about 60% it crashes every single flipping time. Additionally, it crashes when I try to optimize a file, while I am selecting the optimizing settings in the window. I haven’t even clicked OK to start. It won't even get there.

- The link you provided did not help either.

- You know have the crash log.

Thank you. If we cannot get this resolved I will ask for a full refund and will reinstall Acrobat Pro XI which performed reductions and optimizations without a glitch. I wish I hadn't insisted on upgrading.

Report · Dec 10, 2020

And one additional question, out of total desperation!
I need to be able to reduce files in this computer asap. I have the installation CDs for your old "Pro XI" version. Would I run into all sort of issues if I were to reinstall it in this computer, with this 2020 version already here?
I am getting a bit desperate here. I won't do it unless I am told it would be okay (I am not that crazy!)
Thanks.

Report · Dec 10, 2020

Hi there

Thank you for sharing the logs file. Please give us some time to get it checked we will share the update soon.

Adobe Acrobat XI is an old and EOL application and no longer supported https://helpx.adobe.com/in/acrobat/kb/end-of-support-acrobat-xi-reader-xi.html it may or may not work with the latest Windows OS.

You may try creating a new test user profile on Windows with full admin rights and try using the Acrobat 2020 there and check.

If it still doesn't work, please remove the application using the Acrobat cleaner Tool https://labs.adobe.com/downloads/acrobatcleaner.html , reboot the computer once and reinstall the application using the link: https://helpx.adobe.com/in/download-install/kb/acrobat-2020-downloads.html

Regards

Amal

Report · Dec 11, 2020

Amal, I am not at my computer at work, but I do have a work PC at my home office (for telecommuting). So I installed the software in it. At first the link above took me to a page with a the option to install Acrobat in a second computer. I clicked that and the only available version was the subscription DC version which gave me a 7 day trial. So I scrapped it, downloaded the desktop 2020 version and installed it. Just to make sure, I created a second Windows user different from my work user and installed it there.
FAILURE! Same result. Acrobat crashes about halfway thru the reduction. I have tried three times and I am done trying.

Report · Dec 14, 2020

Hi there

We are sorry to hear that. Please try toptimize,reduce file size of a different file (large) and see if the issue is with a specific file or with all the large PDFs.

Please check the file in the prefilgt mode for any problems as described in the help page https://helpx.adobe.com/in/acrobat/using/analyzing-documents-preflight-tool-acrobat.html

Also, Please share the PDF file (causing the issue) with us so that we can check it at our end . Please upload the file to the document cloud https://documentcloud.adobe.com/link/home/ , generate the link and share it with us for testing.

Regards

Amal

Report · Dec 14, 2020

1 - I can optimize and reduce smaller files. I just did one that was 74MB and got it down to 69MB, pretty fast and no issues. I just tried the 140MB file and got kicked out as before.

2 - I will try the preflight later. I did a few runs of that last week (to see what it was about, mainly) and I ended up with files that were even bigger than the originals It is so very time consuming so I will have to do it some other time.

3 - I need to find another file to share. This particular one is not something we can share.
Let me ask you this: once I share the link here, can anyone open it or just you? Please let me know the absolute most private way, or I can upload to my own cloud. Thanks!

Report · Dec 14, 2020

I am going crazy and not getting any work done.
I was searching for a PDF compressor online and I found yours! Unfortuntaly i do not know a DC subscription. We bought the PC Desktop version.
Well, I dropped the problem file in your online COMPRESSOR decreased the file by almost half. In 7 minutes!!! Why?? Why does the program fail each time, but the online software works? We just paid $449 for something faulty.
So, can I cancel my desktop order??? I will see if Purchasing agrees with paying for the subscription which would get me the compression tool.

Please let me know. Thank you.,

Report · Dec 14, 2020

Amal, never mind.
Thank you for your help. I have cancelled and signed up with DC instead.

Have a great end of the year.

Report · Dec 17, 2020

My final entry. I have been using Acrobal Pro DC for a few days.
Like the desktop version, this one does NOT reduce files over a certain size either (and it crashes like the other one) but the online Compressor tool does so that resolves my problem perfectly well.