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Acrobat X Pro Keeps Crashing and I Can't Redownload It

Community Beginner ,
Apr 01, 2020

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My Acrobar X Pro kept on crashing after being open for about 5-10 seconds on my Mac (Version 10.9.5). I tried to look onto the community for answers and I read that when some people deleted the program and then redownloaded it, it fixed the problem. I deleted it from my Mac and tried to redownload it from my Creative Cloud, however, there's no way to redownload the program. I even tried to download the program from the CD but I kept getting an error message ERROR: DW003.

I've tried to reach out to customer support, but now they're saying that my licensing isn't genuine, and that couldn't be the case because I've had this product for years and have never had any issues until now. Can someone please help me???

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Correct answer by Test Screen Name | Most Valuable Participant

It started crashing for everyone with a non-updated version of Acrobat. By reinstalling you lost your updates. So...Update to Acrobat 10.1.16. https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotes/10/10.1.16.html

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Crash or freeze, General troubleshooting, How to

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Acrobat X Pro Keeps Crashing and I Can't Redownload It

Community Beginner ,
Apr 01, 2020

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My Acrobar X Pro kept on crashing after being open for about 5-10 seconds on my Mac (Version 10.9.5). I tried to look onto the community for answers and I read that when some people deleted the program and then redownloaded it, it fixed the problem. I deleted it from my Mac and tried to redownload it from my Creative Cloud, however, there's no way to redownload the program. I even tried to download the program from the CD but I kept getting an error message ERROR: DW003.

I've tried to reach out to customer support, but now they're saying that my licensing isn't genuine, and that couldn't be the case because I've had this product for years and have never had any issues until now. Can someone please help me???

Most Valuable Participant
Correct answer by Test Screen Name | Most Valuable Participant

It started crashing for everyone with a non-updated version of Acrobat. By reinstalling you lost your updates. So...Update to Acrobat 10.1.16. https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotes/10/10.1.16.html

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Crash or freeze, General troubleshooting, How to

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Apr 01, 2020 1
Most Valuable Participant ,
Apr 02, 2020

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No. Adobe stopped offering downloads of the installers for older versions, unless they were originally purchased as a digital download.

Also, these two things are not mutually exclusive: "I've tried to reach out to customer support, but now they're saying that my licensing isn't genuine, and that couldn't be the case because I've had this product for years and have never had any issues until now."

If Adobe is claiming your application is pirated then the burden is on you to prove otherwise. The fact it worked in the past is not proof. Where did you purchase it from? Did you even register the serial number with Adobe? Do you have proof-of-purchase, or the original packaging with the serial number on it?

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Apr 02, 2020 0
Community Beginner ,
Apr 09, 2020

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So to answer your questions in order: no I did not purchase this program. It was gifted to me over 6 years ago from someone who purchased it from a college store. I have registered this product with Adobe and I do have its original packaging (the CD and box) and serial numbers. 

 

Now there has been some changes since I last wrote this post. I decided to delete/remove all programs related to creative cloud and then reinstall them via CD. After doing so, I re-entered my serial number and it was accepted. Everything is in working order, EXCEPT for Acrobat X Pro. Every time I open it, it stays open for 5-15 seconds and then it crashes. 

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Apr 09, 2020 0
Most Valuable Participant ,
Apr 09, 2020

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It started crashing for everyone with a non-updated version of Acrobat. By reinstalling you lost your updates. So...Update to Acrobat 10.1.16. https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotes/10/10.1.16.html

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Apr 09, 2020 2
Community Beginner ,
May 03, 2020

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Thank you so much! It finally stopped crashing.

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May 03, 2020 0
New Here ,
Sep 23, 2020

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The mac link on pro does not work.

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Sep 23, 2020 0
Most Valuable Participant ,
Sep 24, 2020

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Which one, exactly? It worked fine for me...

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Sep 24, 2020 0
New Here ,
Jun 28, 2020

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The update to 10.1.16 worked for me (Win10/CS6), My Acrobat is no longer closing on it own, thank you.

https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotes/10/10.1.16.html

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Jun 28, 2020 0
New Here ,
Nov 18, 2020

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Sorry but my purchased adobe pro is crashing like crazy, the link in the description will not download for me, does anyone else have a link that will download?

This one will do nothing: AcrobatUpd10116.msp

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Nov 18, 2020 0
Most Valuable Participant ,
Nov 18, 2020

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The link on here works: https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotes/10/10.1.16.html

But that's not the one in your post, that's just what it says on the page.

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Nov 18, 2020 0
New Here ,
Nov 18, 2020

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Sorry I guess I am crazy, is the highlighted link the one you used for fixing XI Pro

Stihl5FD4_0-1605746900037.png

 

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Nov 18, 2020 0
Most Valuable Participant ,
Nov 19, 2020

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No, this thread is about Acrobat X (10), not XI (11). Notice the versions. You need 11.0.23, not 10.1.16.

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Nov 19, 2020 0