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The subject of the discussion as typed above is the problem.
I have uninstalled and reinstalled Acrobat and restarted the computer numerous times.
I have now purchased an Acrobat alternative so that I can actually work today.
Am I the only one having this issue?
What is the solution?
Also, inability reach anyone at Adobe on the phone or by chat or email about this is really unsatisfying.
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Hi,
We are sorry for the issue. Could you pls. share with us the crash dumps from the windows task manager, so that we can investigate the issue at our end?
For Getting the Crash Logs:
Thanks,
Vinod
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Thank you.
There are no Acrobat Reader or Acrobat DC processes listed in task manager
at all, so I cannot perform your instruction. I launched Acrobat DC and it
lasted again for about 10-20 seconds, and then it closed by itself with no
error message. I went immediately to the task manager processes list.
There are several Adobe processes listed, but the only processes listed
that refer at all (at least by name) to Acrobat are "Acrotray (32 bit)" and
"Adobe Acrobat Update Service".
Please advise.
On Wed, Oct 3, 2018 at 1:44 PM Vinod Dobhal <forums_noreply@adobe.com>
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Create the following registry key :
HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\Windows Error Reporting\LocalDumps
Following are the steps:
Thanks,
Vinod
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Ok, I followed the steps, created the file, and shared it with you from this email address
[Email address removed by moderator for your protection. This is a public forum.]
On Wed, Oct 3, 2018 at 2:20 PM Vinod Dobhal <forums_noreply@adobe.com>
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Hi Edward,
Could you pls. share the logs through a shared drive link?
Thanks,
Vinod
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https://www.dropbox.com/s/dxj4067zkb5h9wq/Acrobat.exe.19468.dmp?dl=0
Does this work? Thanks
On Thu, Oct 4, 2018 at 11:09 AM Vinod Dobhal <forums_noreply@adobe.com>
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Strange i Reported this hours ago and mine just gets skipped over. Following this post.
Glad they got with you and you were able to send the the dump files.
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I am experiencing the exact same thing after my DC app auto updated this afternoon. I also uninstalled and reinstalled the app numerous times from my creative cloud account and restarted my computer. Hope for a solution soon.
Thank you,
Melissa
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Also experiencing the same issue. Can still create PDF's from external programs, and edit them, just have a 20ish second window to get things completed in.
I'm unsure how to create a dump file for the crash, however watching Task manager right before it disappears the Adobe License Utility / Console Window Host and Windows Problem Reporting all pop up for a second or so.
Would love a solution to this soon
Cheers,
Joel
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Hi boltholedesign, melissaw55392030, @EdwardMuir,
Can you pls. replace the PPKLite.api placed in “C:\Program Files (x86)\Adobe\Acrobat DC\Acrobat\plug_ins” with the file from the link below and then launch Acrobat.
Make sure to copy the old file (PPKLite.api) and keep it in another location. Just renaming the file would not help as it would be read again.
Note:
**Please note that once testing is done you should delete the private shared binary and revert to original or else the future updates might fail**
Thanks,
Vinod
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That seemed to work, thank you.
I do not understand the closing note in your message: "**Please note that
once testing is done you should delete the private binary and revert to
original or else the future updates might fail**"
What does that mean/what are you suggesting that I do?
Thank you.
On Thu, Oct 4, 2018 at 10:33 PM Vinod Dobhal <forums_noreply@adobe.com>
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Hi Edward,
The ask is basically that after your testing is complete you will have to replace the PPKLite file shared by Vinod with the original one @ location C:\Program Files (x86)\Adobe\Acrobat DC\Acrobat\plug_ins .
This is a necessary step if not done any future Acrobat updates might fail.
In case you have not taken a backup of the original PPKLite.api. Simply delete the file from location C:\Program Files (x86)\Adobe\Acrobat DC\Acrobat\plug_ins and repair Acrobat.
For repair perform the following steps:
This would place back the original file
Thanks,
Rupa Jannela
Acrobat Team
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The AMD video driver being updated seems to be working on 90% of our machines.
Wow. And you are welcome…..
D. Scott Stabb, MCSA
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One more query, is there any folder redirection applied or are you using virtual environments or have DFS file system?
Thanks,
Vinod
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I have Carbonite backup and Microsoft One Drive, but nothing else like that.
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Hi Edward,
We would like to get some more logs from your system to confirm the findings. Pls. follow the below instructions:
I have shared a tool to collect detailed logs from the affected system at the link Adobe Document Cloud
Thanks,
Vinod
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This stopped the random shutdown. Also reverted back to the original file as suggested and shutdowns haven't re-occurred.
Thanks.
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Thank you Vinod - replacing the ppklite.api is the ONLY fix that worked for me. Why hasn't Adobe made this fix available in an update?
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Just an update, after testing the PPKLite.api originally, the issue stopped. Then it began occurring again around the 10th of December.
I've just re-replaced the PPKLite.api and the issue has again stopped. Not an ideal fix for the situation, as rickl55 suggested, is there a permanent fix for this coming out as an update?