Acrobat Pro DC crash when trying to play imported video

Community Beginner ,
Aug 31, 2020 Aug 31, 2020

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Hi,

 

I'm using Acrobat Pro Dc and I'm trying to import a video into a new file.

When ever I try to play that video is show me a "connecting..." message at the bottom right corner of the file and then everything just crash 

 

Here is my version details: 

 

I'm trying to import Rich Media 

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Create PDFs, Rich media and 3D

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Adobe Employee ,
Sep 01, 2020 Sep 01, 2020

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Hi there

 

We are sorry for the trouble. As described the application is crashing when you try to play the video in the PDF file.

 

Would you mind sharing the version of the Adobe Acrobat DC you are using? To check the version go to Help > About Adobe Acrobat and make sure that you have the latest version 20.12.20043 installed. Go to Help > Check for Updates.

 

Is this a behavior with a particular PDF file or with all the PDFs with video? Please try with a different video and different PDF file and check for the issue. If its a file specific issue please share the file with us for testing.

 

What is the workflow/steps you are doing to insert the video in the PDF file? For more information, please take a look at the help page https://helpx.adobe.com/in/acrobat/using/rich-media.html and see if that helps.

 

Are you on a 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 then try to play the video.

 

For testing purposes: Please try to turn off the protected mode and see if that makes any difference.  Go to Edit (Windows), Adobe Acrobat (Mac) > Preferences > Enhanced Security > Uncheck 'Enable protected mode at startup', turn off the protected mode, uncheck the enhanced security > Click OK and reboot the computer.
Note: Turning off the security may possess security risks, please turn on the security after testing

 

If turning off the security works for you, then please add the folder path and the file to the whitelist of Acrobat. Go to Edit (Windows), Adobe Acrobat (Mac) > Preferences > Enhanced Security > Add File and Add Folder path

 

You may also look at the steps provided in the help articles listed below:

 

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

 

Let us know how it goes

 

Regards

Amal

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Community Beginner ,
Sep 01, 2020 Sep 01, 2020

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Hi,

My Acrobat Pro DC is Version 2020.012.20043. 

HLSV_0-1598944507375.png

This behavior is with every pdf file I'm trying to creat with a video.

 

My steps for importing the video are:

 

  • Going into tools
  • Selecting  the "Rich Mmedia" tool
  • Clicking on "Add Video"
  • Marking with the crosser the area where the video should be.
  • After I see a black screen with a play button on it i try to click on it
  • The PDF File crash 
 

These are my default settings:

 

image.png

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Community Beginner ,
Sep 06, 2020 Sep 06, 2020

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Does anyone know a solution to this problem?

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Most Valuable Participant ,
Sep 06, 2020 Sep 06, 2020

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What's your OS? Did you try repairing the installation, as suggested?

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Community Beginner ,
Sep 06, 2020 Sep 06, 2020

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Mט OS is Windows 10 Pro

I tried repairing the installation, but the file still crashes.

 

I added the video from the Rich Media tool; it's a 43mb MP4 file. 

 

Afterwards, I tried to play it, it has a black screen, and then it suddenly crashes

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Adobe Employee ,
Sep 06, 2020 Sep 06, 2020

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Hi there

 

We are sorry to hear thatthe issue still exists.

 

Please try to create a new test user profile with full admin rights and try using the application there and check.

 

Also, would you mind sharing the video file that you are trying to import, so that we can try to reproduce the issue on our end and check it.

 

Regards

Amal

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Community Beginner ,
Sep 07, 2020 Sep 07, 2020

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Please try to create a new test user profile with full admin rights and try using the application there and check.

 

What do you mean by trying to create a new user profile?

 

Also, would you mind sharing the video file that you are trying to import, so that we can try to reproduce the issue on our end and check it.

 

This is the example video I used 

 

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Adobe Employee ,
Sep 07, 2020 Sep 07, 2020

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Hi there,

 

Thanks for sharing the Video file. I have tried to reproduce the issue on my end and the application is working fine. (No crash observed)

 

Are you inserting the video directly from the web link? If yes, please try to save the video locally to your computer and then add it to the PDF file and check.

 

Please try to repair the installation (For Windows only) go to Help > Repair Installation.

 

If it still doesn't work, please try to reset the preferences to default as described here https://community.adobe.com/t5/acrobat/how-to-reset-acrobat-preference-settings-to-default/td-p/4792... and see if that makes any difference.

 

Also please try to create a new test user account on Windows with full admin rights as described here https://support.microsoft.com/en-in/help/4026923/windows-10-create-a-local-user-or-administrator-acc...  and try using the application there and check.

 

Regards

Amal

 

 

 

 

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Community Beginner ,
Sep 08, 2020 Sep 08, 2020

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Hi, 

 

I tried both solutions and unfortunately, none worked.. 

 

I tried to reset the preference folder by moving it to other location but when I re-entered adobe DC Pro I didn't see a new preference folder in the default location, so I just move back the previous preference location back.

 

I tried to create a test user with admin privileges, I switched to that user and logged in to my adobe account and did all the same procedure with the video. It still crashed.

 

EDIT

I created a new PDF with video and tried opened it in a different computer.

now there is a blue bar saying "Ready" instead of crashing while saying "connecting". The video is still black screen tho but at least it doesn't crash..

 

What can I do?

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Adobe Employee ,
Sep 20, 2020 Sep 20, 2020

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Hi there

 

We are sorry for the delay in response.

 

If the issue still persists, please try the steps provided in the help page https://helpx.adobe.com/in/acrobat/using/playing-video-audio-multimedia-formats.html and see if that works for you.

 

Regards

Amal

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New Here ,
Dec 30, 2020 Dec 30, 2020

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Just reading down this thread, I have the exact same issue.

This is super unhelpful tech support. might as well say our software just doesnt work, that would save everyone a lot of time attempting to make it function correctly.

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New Here ,
Jan 29, 2021 Jan 29, 2021

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Did you ever get this to work? We're having the exact same issue.

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