Error: "Adobe Acrobat DC has stopped working"

[ruochongj25584404]

Recently I bought Adobe Acrobat DC and installed it onto my machine. However it is very weird: everytime I open the program, just in a few seconds a Windows System Message will show up "Adobe Acrobat DC has stopped working".

I tried uninstall and install all the PDF programs on my PC several times (including your Acrobat & Reader DC as well as other PDF viewers such as Foxit Reader), but the problem still exists.

I have also tried the "repair install" under both "Help" menu as well as in the control panel, but didn't work out as well.

Could I get an answer? Just don't want to waste my subscription fee every month.

My PC is running Windows 7 Service Pack 1. It is 64 bit.

[AadeshSingh]

Hi ruochongj25584404,

This seems to be the licencing issue.

Please send us amt3.log details so that we can diagnose the issue correctly. Ref: Find launch log files | CC, CS6, CS5

Regards,

Aadesh

[jwogman]

I have the same issue, please advise ! 🙂

[Sara_Forsberg]

[discussion moved to Acrobat Installation & Update Issues forum]

[carlyoDDG380]

I also have the same issue. Windows 7. But mine doesnt always happen when the program is open (although that is pretty constant as well), i find that anytime i have windows explorer open it pops up, every 2 minutes. Very Very annoying. Please help!

[Omegaman22]

I also have the same issue ((Windows 7). In fact, although the message comes up, Acrobat is actually still working! Really annoying.

[carlyoDDG380]

Yes actually I have this exact issue too!

[AadeshSingh · Accepted solution]

Hi Omegaman22,

Try this :-

1. Do you have the Preview Pane enabled in File Explorer? If so, can you disable it temporarily to see if the problem goes away? On Windows 8, in Explorer go to the View tab, and if the "Preview Pane" button is pressed, un-press it. On Windows 7, towards the top-right (towards the left of the help icon) there's a "Show the preview pane" button; un-press it.

2. Make sure the following directories exist on your machine. If not, please create them:

C:\Users\USERNAME\AppData\Local\Adobe\Acrobat\DC\ToolsSearchCacheAcro

C:\Users\USERNAME\AppData\Local\Adobe\Acrobat\DC\ToolsSearchCacheRdr

replace USERNAME with your user name.

Does doing 1 and/or 2 resolve this issue?

Regards,

Aadesh

[Omegaman22]

HI Aadesh,

Thanks for that!

I disabled the preview pane and found that the "C:\Users\USERNAME\AppData\Local\Adobe\Acrobat\DC\ToolsSearchCacheRdr" directory was missing so I created it and, thus far, it seems the problem has gone away!

I'll report back if it doesn't work longer term, but the initial signs are good!!

[xl4u2day]

OK - so in my world "C:\Users\USERNAME\AppData\Local\Adobe\Acrobat\DC\ToolsSearchCacheRdr" directory IS missing so how do I create it?  I only have "C:\Users\USERNAME\AppData\Local\Adobe\Acrobat\DC\ToolsSearchCacheAcro"

[xl4u2day]

I added it ( "C:\Users\USERNAME\AppData\Local\Adobe\Acrobat\DC\ToolsSearchCacheRdr") as an empty folder... guess that'll do it?

[padmai339260]

Hi,

I have exactly the same issue. Its strange that it appears only on my windows 7 laptop. I have performed both the tasks that you have mentioned. I had neither of the directories in my laptop.

At least for the last 10  minutes, I have not seen this error popping up. This is already something for the level of annoyance I have had with this issue.

Thanks, I will report back if there is something going wrong.

Cheers

Padma

[dcluley]

Is there a way to solve this issue without disabling the preview pane?  I knew that preview pane is the problem, but i use the preview pane all the time at work to see image thumbnails as I place stuff into InDesign.  This is a real problem that the bug causes explorer and Acrobat not to function properly together.

[Omegaman22]

I use InDesign all the time and, although my Acrobat preview pane is disabled, if you check the box "Show import options" when you load a PDF to place in InDesign you can see the image (and each page if the PDF is longer than one page) – provided the "Show preview" is checked, which I think it is by default.
Hope this helps! 

[dcluley]

Thanks Omegaman, I do that too. What I am referring to is the Windows Explorer preview pane to view thumbnails of images saved on server/hard drive as I insert them, in lieu of a program like old Bridge or Lightroom.

[Omegaman22]

OK. Oddly enough, although I disabled my preview pane (see earlier post), I can still see the preview in Explorer.
Sorry I can't be of more help.  

[AshuMittal]

Hello dcluley‌,

This bug is indeed fixed in our latest update released on Oct 13, 2015. Please go to Help > Check for Updates and apply the latest patch. You should be able to use Preview Pane without issues after applying the patch.

15.009.20069 Planned Update, October 13, 2015 — Acrobat and Adobe Reader Release Notes

Let me know how it goes.

Thank you,

-ashu mittal

[PapaMarkieG]

I have both of those folders.  Just purchased and downloaded/installed Acrobat Pro DC to replace Acrobat Pro XI.  I open a document, and within 10 seconds, the document and the program close.  Running on a Windows 10 machine.

Also been unable to register the program ... keeps seeing it as a trial/demo.

[graphmaster]

This happens to me all the time.  I thought it was my installation, but my computer at work with a completely different user ID does the same thing, all the time.  Both Windows 7.  I feel the issue is Acrobat.  I wish this could be fixed with an update.

[keno13345801]

Disabled preview pane. Added missing folder. Problem solved. Thanks.

[ewetzel]

How do I add a Directory?

[Kelly McCathran]

On your hard drive C: (usually) navigate to:

Users\USERNAME\AppData\Local\Adobe\Acrobat\DC\

Then make a new folder and name it:

ToolsSearchCacheRdr

[Kelly McCathran]

Try opening the End User Licence Agreement File in the Acrobat DC or Adobe Reader DC folder and clicking Accept. This should be the path for Reader:

1. Program Files (x86) > Adobe > Acrobat Reader DC > Reader > Eula.exe
2. Double click Eula.exe and hit accept.
3. Try Launching Acrobat again.

This thread may also be helpful for deployment packages and you may need to contact your IT department, they may have to fix this issue for you (if app was deployed using SCCM 2012 R2). Forward them this link:

Acrobat Pro DC (installed via CCP) requesting sign-in

[trowbowtie]

I have this problem on my new computer.  The newest version of Acrobat has been installed.   The problem showed up after I installed an Add-on called FusionPro.   The popup message shows up twice once you close a document.

I have both folders, "ToolsSearchCacheAcro" and "ToolsSearchCacheRdr".  Plus the preview pane is disabled.

Please help, its really annoying.

[fiskander]

same exact problem after installing FusionPro