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Win10 forced closedown of DC?

New Here ,
Sep 11, 2020

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Win10 closes my reader when I hit the print button...

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Crash or freeze

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Win10 forced closedown of DC?

New Here ,
Sep 11, 2020

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Win10 closes my reader when I hit the print button...

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Crash or freeze

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144

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Adobe Employee ,
Sep 14, 2020

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Hi Wadey

 

We are sorry for the trouble. As described, the Acrobat Reader closes when you try to print.

 

Do you get any error messgae when you try to print? If yes, please share the screenshot of the same for a better understanding.

 

Is this a behavior with a particular PDF file or with all the PDFs? Please try to print a different PDF file and check.

 

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

 

Is the PDF file stored on a shared network/drive, If yes, please download the file locally to your computer and then try to print.

 

You may also try to turn of the protected mode for testing and see if that makes any difference. Go to Edit > Preferences > Enhanced Security > Uncheck 'Enable protected mode at startup' , turn off the protected mode and uncheck the enhanced security > click ok and reboot the application and check.
Note: Turning off the protected mode may possess security risks, please turn on the security after testing.

 

You may also check for any missing/pending update for printer driver/firmware and try updating them and see if that makes any difference.

 

You may also look at the steps provided in the help page https://helpx.adobe.com/in/acrobat/kb/acrobat-dc-crashes-on-windows-os.html

 

Additional information: https://helpx.adobe.com/in/acrobat/kb/troubleshoot-pdf-printing-acrobat-reader.html

 

Let us know how it goes

 

Regards

Amal

 

 

 

 

 

 

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New Here ,
Sep 16, 2020

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Thanks Amal. Unable to send screen shot. Can we communicate via email? Allows more interaction.

Please reply to.. [ Personal Info removed by Mod: Email, please don't share any personal info on social/community channels. If you have your email, phone number, address, etc. added in the signature, please remove them before posting/replying on the community]

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New Here ,
Sep 16, 2020

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Did All. Nochange. Not sure how to send screen shot to you..?

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Adobe Employee ,
Sep 16, 2020

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Hi there

 

We are sorry to hear that. Please try to create a new test user profile in Windows with full admin rights and try using the application there and check.

 

If it still doesn't work, please remove the application using the Acrobat cleaner tool https://labs.adobe.com/downloads/acrobatcleaner.html , reboot the computer once and reinstall the application using the link https://get.adobe.com/reader/enterprise/

 

You may also upload the screenshots to the document cloud https://documentcloud.adobe.com/link/home/ , generate the link and share the link with us.

 

Let us know how it goes

 

Regards,

Amal

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New Here ,
Sep 16, 2020

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reinstalled reader multiple times, no result.Done all your suggestions by
MS engineer. Said to try adobe!

how to.. screenshot..?

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New Here ,
Sep 16, 2020

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Any news?

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Adobe Employee ,
Sep 16, 2020

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Hi there

 

We are sorry for the delay in response. As described earlier, you may upload the screenshots to the document cloud https://documentcloud.adobe.com/link/home/ , generate the link and share the link with us.

 

Also, is this an issue with a particular PDF file or with all the PDFs? Please try with a different PDF file and check. If its a file specific issue please share the PDF file along with the screenshots for testing.

 

Please check for any missing/pending update for Windows and try updating it and see if that makes any difference.

 

If it still doesn't work, please collect the crash logs as described in the help page https://helpx.adobe.com/in/acrobat/kb/collect-logs-crash-freeze.html and share the logs with us in private message by clicking on the message icon in the top right corner of this page.

 

Regards

Amal

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New Here ,
Sep 16, 2020

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Sent pvt message .. unable to attach dump file??

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New Here ,
Sep 16, 2020

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New Here ,
Sep 16, 2020

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Hello....?

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Adobe Employee ,
Sep 17, 2020

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Hi Wadey,

 

Thank you for sharing the log file. Please give us some time to get it reviewed . We will share the update as soon.
Note: There might be some delay in response due to weekend.

Also, if you have any security software installed and running on your system, please try to turn it off for testing purposes and then try again using the application and see if its still crashing.
Please turn on the security after testing.

 

Also, have you tried using the application in the new user profile in Windows as described earlier? If yes, what was the outcome?

 

Regards

Amal

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New Here ,
7 hours ago

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1. anti-virus off did not make any difference.
2. new user did not make any difference.

Thank you for your assistance. I think I might have to consider using an
opensource pdf editor as the Adobe product seems to be deficient in some
areas.

Awaiting your reply. Have a good weekend.

🙂

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Adobe Employee ,
4 hours ago

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Hi there,

 

Thanks for sharing the information.

 

In the Meantime, please also confirm if the computer you are using is a personal machine or IT managed (Office Machine)?

Do you also have Acrobat DC installed? If yes, is it also behaving the same way as Reader DC?

 

What happens when you try to print from MS Word or any another application, is it also crashing?

 

Regards

Amal

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Wadey42 LATEST
New Here ,
4 hours ago

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1. Personal
2. Only Reader DC
3. Only Reader faulty. Not only 'Print' but Properties, Edit + other drop
down commands.

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