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Adobe Acrobat Pro DC Crashing

Contributor ,
Mar 18, 2020

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In the past couple of days, Acrobat has been crashing multiple times while I'm working in it. I have Version 2020.006.20042 for PC. I noticed that if I go into Task Manager and shut down "Adobe Collaboration Synchronizer" if running or "Adobe AcroCEF" I am then able to work again without shutting down the program. When this happens, everything on my computer freezes in addition to Acrobat so Ctrl+Alt+Delete is my only option at that point. Is there a fix for this glitch?

 

Also for some reason, even though I have Adobe Collaboration Synchronizer set to be disabled in Services, it is still running at various times which seems to cause the crash. Not sure how this is possible. Any suggestions for a fix are welcome. Thank you!

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Crash or freeze, General troubleshooting

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Adobe Acrobat Pro DC Crashing

Contributor ,
Mar 18, 2020

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In the past couple of days, Acrobat has been crashing multiple times while I'm working in it. I have Version 2020.006.20042 for PC. I noticed that if I go into Task Manager and shut down "Adobe Collaboration Synchronizer" if running or "Adobe AcroCEF" I am then able to work again without shutting down the program. When this happens, everything on my computer freezes in addition to Acrobat so Ctrl+Alt+Delete is my only option at that point. Is there a fix for this glitch?

 

Also for some reason, even though I have Adobe Collaboration Synchronizer set to be disabled in Services, it is still running at various times which seems to cause the crash. Not sure how this is possible. Any suggestions for a fix are welcome. Thank you!

TOPICS
Crash or freeze, General troubleshooting

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2.8K

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Mar 18, 2020 0
Adobe Employee ,
Mar 18, 2020

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Hi Kcelsi, 

 

We are sorry for the trouble and the experience.  Is this a behavior with a particular PDF file or while doing a specific function or is it crashing randomly?

As you have the latest version of  Adobe Acrobat DC please try the following steps and see if that helps:

  • Try to repair the installation while no other application is running. Close all open applications > Open Acrobat DC  >  Go to Home > Repair Installation > Restart the computer.
  • You may also try to turn off the protected mode for testing. Go to Edit > Preferences > Enhanced security > Turn off the Protected Mode and uncheck the Enhanced Security > Click OK and restart the application.
    Note: Please turn on the security after testing.

 

You may also refer to the steps provided in the help article (https://helpx.adobe.com/in/acrobat/kb/acrobat-dc-crashes-on-windows-os.html#SendthecrashreportstoAdo...

 

Let us know how it goes.

 

Regards

Amal

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Mar 18, 2020 0
Contributor ,
Mar 19, 2020

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Thank you. I've tried all of the above suggestions, but it's still happening. One new thing I noticed. When everything freezes, once I hit Ctrl+Alt+Delete to open the task manager, everything starts working again. I don't need to end task any processes. Just the act of opening the Task Manager, unfreezes everything. This happens while I'm working in Acrobat and InDesign at the same time. I am using the pdf for reference to make edits to my InDesign document so I'm going back and forth between the two programs. I'm in Comments mode clicking on and checking comments as I go along. This happens after I've gone into InDesign and then need to go back into Acrobat to check off the completed comment. This does not happen unless I'm using Acrobat so I don't think it is an issue with any other program. 

Also, I have diabled Adobe Collaboration Synchronizer in services and it is not in Start Up. However, it keeps running anyway. This may be part of the problem and I have no idea how to shut it off. I have also uninstalled Acrobat and re-installed/restarted.

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Mar 19, 2020 0
Contributor ,
Mar 19, 2020

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Go to C:\Program Files (x86)\Adobe\Acrobat DC\Acrobat and rename or delete AdobeCollabSync

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Mar 19, 2020 0
New Here ,
Mar 19, 2020

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Does anyone know how I can add users to my Pro DC Adobe account? I have a personal account but I need to have 4 users.

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Mar 19, 2020 0
Contributor ,
Mar 19, 2020

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If you have an Individual subscription, then your Acrobat is mapped to your Adobe ID. You can install and activate Acrobat on two systems using that Adobe ID but use it on only one system at any particular time. 

 

Contact Adobe Customer support to purchase/ upgrade to teams license.

https://acrobat.adobe.com/us/en/acrobat/pricing.html

https://helpx.adobe.com/contact.html

 

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Mar 19, 2020 0
New Here ,
Jun 02, 2020

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Would you recommend this fix in general (I'm running Acrobate DC, which constantly crashed, on a Mac with Mojave)

 

  • Try to repair the installation while no other application is running. Close all open applications > Open Acrobat DC  >  Go to Home > Repair Installation > Restart the computer.

 

Thanks

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Jun 02, 2020 0
Contributor ,
Mar 18, 2020

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Press Win+R to open the Run Dialog box. Type "msconfig" and press enter. 

In the system configuration window that opens, select the Startup tab. Scroll down to find the "Adobe Acrobat Synchronizer" and uncheck that box. Then click apply and ok. 

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Mar 18, 2020 0
Adobe Employee ,
Mar 19, 2020

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Hi kcelsi1999,

 

Sorry for the inconvenience.

To help us investigate this issue can you please share the following details

1. From the details provided by you it appears that Acrobat hangs/freezes and when you kill the synchronizer/CEF process Acrobat is responsive again.

2. When Acrobat is in hang state can you please share process dump( from task manager) for the following processes:

   i. Adobe Acrobat process

   ii. Adobe Collaboration Synchronizer (both instances)

   iii. All Adobe AcroCEF processes

 

Thanks,

Rohit

 

You can take process dump via Task manager by following steps:

1. Launch task manager

2. Go to details tab

3. Right click on a process and select "create dump file"

4. Dump file is create at: C:\Users\{username}\AppData\Local\Temp

 

 

For sharing files using Adobe Document Cloud

Please follow the steps to share the file using Adobe Document Cloud - https://documentcloud.adobe.com/link/send/

1. Open this link
2. Click on “Select files to Send”
3. Click link "Choose file from my computer" and select the file
4. Click on "Add Files", if you have more files to add
5. Click on Create link
6. Share this link with us

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Mar 19, 2020 0
Contributor ,
Mar 19, 2020

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Mar 19, 2020 0
Adobe Employee ,
Mar 20, 2020

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Thanks kcelsi1999  for the sharing the dumps.

 

The dumps were investigated by the concerned team and Acrobat / synchronizer process seems to be running fine when this dump was taken.

Can you please try again and share the dumps when Acrobat process is stuck or unresponsive.

When a process goes in not-responding state, Task manager -> Details tab -> Status column next to the process shows it as not-responding.

Please capture process dump when it shows the process as not-responding and share it with us.

 

Thank you for your patience.

 

Regards,

Rohit

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Mar 20, 2020 0
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Mar 20, 2020

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Thank you. When I am in Task Manager, the process never shows as Not Responding because once I hit Ctrl+Alt+Delete, everything starts running fine. I don't think the program ever gets into Not Responding mode so once I'm in Task Manger, the problem is resolved for the moment. I just can't click on anything on my computer until I hit Ctrl+Alt+Delete. When the blue screen comes up, I just have to hit the Canel button and then everything is fine. It just happens every few minutes which is inconvenient. It's very strange and only happens when I have Acrobat open. When everything is frozen, I can't get any dump files, because I can't do anything on the pc.

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Mar 20, 2020 0
Contributor ,
Mar 20, 2020

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Go to C:\Program Files (x86)\Adobe\Acrobat DC\Acrobat and rename or delete AdobeCollabSync

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Mar 20, 2020 0
Community Beginner ,
Sep 03, 2020

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Acrobat has just crashed on me for the 5th or 6th time this morning whilst looking at PDF drawings.  (Polite) words fail me to describe just how useless Acrobat is.  Anyone thinking about buying Adobe Acrobat should seriously consider one of the alternative PDF softwares.

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Sep 03, 2020 0
New Here ,
Sep 16, 2020

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I have Adobe Pro (not DC) and it constantly crashes since install. Today I must've tried 8 different times to optimize a pdf  before giving up. I've talked to so many adobe techs and all they do is pass me along to someone else.

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Sep 16, 2020 1