Windows explorer crashes when loading PDF thumbnails

New Here ,
Nov 12, 2018 Nov 12, 2018

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Windows explorer crashes when loading PDF thumbnails. When it's only a few PDFs, there's no issue. If a folder has around 50 PDFs, it takes time to load thumbnails and Windows explorer crashes. When I disable this feature in Adobe Acrobat DC preferences, there's no issue and already loaded thumbnails are intact. Thumbnails are very useful to recognise an eBook without reading the name of file name.

How to fix?

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New Here , Jan 31, 2021 Jan 31, 2021
I believe the issue is with the file length. I had the same problem. Often construction drawings have very long file names and when opening a folder full of drawings with long filenames, my Windows Explorer would crash and restart. I don't know whether it is an Adobe restriction inside Acrobat or a Windows temp file storage issue but I resolved it by renaming the files. It doesn't appear to be a specific character count per file as I have had instances with only a few files with longer file name...

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Adobe Employee ,
Nov 13, 2018 Nov 13, 2018

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Hi Anwer,

As per the issue description mentioned above, Windows explorer is crashing when loading PDF thumbnails, is that correct?

Could you check if an update is available for Acrobat using "Check for updates" option under "Help" menu, reboot the machine after installing update and try again. You may also download updates from here: Adobe software and product updates

If that doesn't work, try repairing Acrobat using "Repair installation" option under Help menu, reboot the machine after repair and check.

Also, could you let us know dot version of Acrobat DC and the operating system installed on the machine? You may refer to the steps given in this link on how to check the version in Acrobat: Identify the product and its version for Acrobat and Reader DC

Let us know if you need any help.

Shivam

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New Here ,
Nov 13, 2018 Nov 13, 2018

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I have Adobe Acrobat Pro DC 2019.008.20080. Just now I updated to 2019.008.20081. I did what you said. And it's not been resolved. I demonstrated the issue in a screen recording. Click the link to see Shared album - Shahrukh Anwer - Google Photos

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Adobe Employee ,
Nov 14, 2018 Nov 14, 2018

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Hi anwer_23,

Thanks for sharing the video. Could you try following troubleshooting steps:

1- Download and run cleaner tool on the machine to uninstall Acrobat: Download Adobe Reader and Acrobat Cleaner Tool - Adobe Labs

2- Reboot the machine

3- Download and install Acrobat from here: Download and install Acrobat DC subscription

4- Reboot the machine again and check.

Let us know if you need any help.

Shivam

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New Here ,
Nov 14, 2018 Nov 14, 2018

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Am I the only one who face this issue? Are you certain that re-installation might fix the issue and it has nothing to do with the design of the software?

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Adobe Employee ,
Nov 15, 2018 Nov 15, 2018

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Hi anwer_23,

There is a thread which I found seems similar: Recent List, Slow Down Preview, Freeze/Crashing

As mentioned you updated to version  2019.008.20081, try rebooting the machine once if you haven't already and check if that helps. You may also try reinstalling Acrobat on the machine and see if that resolves the issue.

Let us know how it goes.

Shivam

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New Here ,
Nov 15, 2018 Nov 15, 2018

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I'll check whether downgrading resolves the issue

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New Here ,
Jan 31, 2021 Jan 31, 2021

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I believe the issue is with the file length. I had the same problem. Often construction drawings have very long file names and when opening a folder full of drawings with long filenames, my Windows Explorer would crash and restart. I don't know whether it is an Adobe restriction inside Acrobat or a Windows temp file storage issue but I resolved it by renaming the files. It doesn't appear to be a specific character count per file as I have had instances with only a few files with longer file names show thumbnails without issue which makes me think it's a Windows cache/temp file conflict.

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