Adobe Acrobat Pro DC 2020.13.00074 Crashes 5-10 seconds after launch

New Here ,
Jan 20, 2021 Jan 20, 2021

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This was first observered on Adobe Acrobat Pro DC 2020.13.00064.  I looked for potential solutions.

I saw that upgrading to the latest version "fixes" it.

I saw uninstalling/reinstalling and then using the AcroCleaner/reinstall "fixes" it.

 

So, I upgraded from .00064 to .00074.  Still crashes.

I uninstalled/reinstalled. Still crashes.

I AcroCleaner/reinstalled. Still crashes.

 

I then saw where you could set a registry setting and try to create a .dmp file, but the .dmp file is not human readable.

 

Any ideas?

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Adobe Employee ,
Jan 20, 2021 Jan 20, 2021

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Hi there

 

Hope you are doing well and sorry for the trouble. As described the application is crashing within 5-10 seconds after launch and you have tried to uninstall and reinstalling the application with no success.

 

Please try to repair the installation (Win Only) from the help menu go to Help > Repair Installation and then reboot the computer once and check.

 

If it still doesn't work, please try to turn off the protected mode for testing (Win Only) 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 any security risks.

 

If it still doesn't work, please try to 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... and see if that helps.

 

You may also try to create a new test user profile in Windows with full admin rights or enable the root account in Mac and try using the application there and check.

 

Also, please check the steps provided in the help pages listed below and see if that works:

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

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

 

Regards

Amal

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