34 Replies Latest reply: Mar 12, 2015 12:19 PM by mariahe1610307 RSS

    Why is Acrobat XI Crashing when I try to Save As?

    SteveMST1 Community Member

      Everytime I try to Save As in Acrobat XI Pro, the prgram stops responding and I lose all my work. This never happened in Acrobat 9. I am running Windows 8.

       

      Please advise I am getting very frustrated and losing a lot of time with this.

        • 1. Re: Why is Acrobat XI Crashing when I try to Save As?
          Phillip M Jones Community Member

          Have you checked your version level of Acrobat 9.  I believe it's something like 9.5.3 some versions don't recognize or work right Windows 8.

          9 is getting a little long in the tooth any. You should get Version XI.  You'll have a learning curve to go through as 9 was the last version that put all or could put all Controls on Tool Bar. XI you have to click on tools and a sidebar opens up.  Only common every day thins such as Print  are on the Toobar.  I prefer the method in 8 and 9, but Things Change. 

          • 2. Re: Why is Acrobat XI Crashing when I try to Save As?
            SteveMST1 Community Member

            Phillip;

             

            Please read the question again. I am having this problem with Acrobat XI. I did not have the problem with Acrobat 9. I used both of them in Windows 8 which I installed months ago. Acrobat 9 worked fine with Windows 8. I just upgraded to Acrobat XI this month to take advantage of all the new features and it also was working fine. I started having this problem after a recent update. I need to know why this is happening now. When I try to Save As it just freezes up and I have to shut down the program. Of course I lose all the work.

             

            Steven

            • 3. Re: Why is Acrobat XI Crashing when I try to Save As?
              Phillip M Jones Community Member

              Sorry didn't read the question correctly.

               

              Have you tried reinstalling Acrobat XI possibly something wrong with one of the registry keys. Also If PC version has Preference files remove those and reopen. So far there has only been one update to .0.1 so would no cause much problem remove reinstall and re update.  Since you have license number redownload maybe the copy you have is slightly corrupt. or glitch happened at the moment you attempetd to install.

              • 4. Re: Why is Acrobat XI Crashing when I try to Save As?
                SSWAcrobat Community Member

                I have the same issue.  There are some folders that I have no trouble saving a file to.  On the other hand, if I am working on a file in the MyDocuments folder, Acrobat 11 stops responding.  The screen freezes.  I end up having to use Task Manager to end the task. I installed an "Upgrade" version of Acrobat 11 Professional on a brand new Win864 Pro i7 with 32Gig RAM.  SSD boot drive.  MyDocuments folder has been redirected to a 4tb mechanical drive.  Tech support phone call did not provide answer.  I've spent hours on this.  I'd love to know what is causing Acrobat 11 Pro to crash

                • 5. Re: Why is Acrobat XI Crashing when I try to Save As?
                  SteveMST1 Community Member

                  I have basically the same setup as SSWAcrobat; Windows 8, 64-Bit, 16 GB Ram, SSD system drive, saving to My Documents which is a redirected folder on my Windows Server 2012 Essentials server. It seems to be a compatibility issue. The problem started after the recent update. After reading Phillip´s last reply, just as a hunch, I set the compatibility to Windows 7 and I haven´t had the problem since. Again, the problem seems to be with the update. Adobe support should look into this.

                  • 6. Re: Why is Acrobat XI Crashing when I try to Save As?
                    SteveMST1 Community Member

                    It´s doing it again! Not only can I not Save As, I can´t Save As Other. It is precisely because of this feature that I upgraded. If I had known I was going to have these problems I would have stuck with Acrobat 9 and bought Nuance´s PDF Converter. It´s a lot cheaper and it works. Acrobat XI doesn´t. How can I get a refund?

                    • 7. Re: Why is Acrobat XI Crashing when I try to Save As?
                      SSWAcrobat Community Member

                      Upgraded to Office 2013 and problem solved.  I can now access "Save As" and Acrobat 11 Pro works AOK. 

                      I was told that Acrobat will sometimes hang if there are too many temp files.  In my case, for reasons I do not understand, upgrading to Office 2013 from 2010 solved the issue.

                      • 8. Re: Why is Acrobat XI Crashing when I try to Save As?
                        SteveMST1 Community Member

                        I am already using Office 2013. I am a Microsoft Partner, so I have been using the software since well before General Availability. Somebody else told me to uninstall and reinstall the program, just as Phillip did. I am going to try that and I won´t install the update. I am conviced that the bug is in the update. I have seen it before where an update fixes one issue but creates another. I work in IT, so I see it all the time. What bugs me is the inability to obtain support from Adobe. The have a chat page, but there is no tech support through the chat on the weekends, and the wait for telephone support is always over 30 minutes. That´s a waste of my time. I just switched to Nuance PDF Converter to do what I needed to do, which was convert from PDF to Excel. As for creating PDF files, Office converts to PDF directly. Problem solved.

                         

                        When Adobe gets around to fixing the problem I assume they will come out with another update. In the meantime, I am not going to lose any sleep over it.

                        • 9. Re: Why is Acrobat XI Crashing when I try to Save As?
                          SteveMST1 Community Member

                          OK. I have just confirmed that my Save As problem is caused by the update .0.1 becuase I reinstalled Acrobat XI and it worked fine. I then allowed the installation of the update, and the problem returned. I just uninstalled the updated Acrobat and reinstalled the original version and the problem is gone once again! I hope that Adobe is seeing these forums because they have a bug in the update. It's so bad that when you run the Compatibility Troubleshooter on the updated Acrobat it says that it is not compatible with Windows 8. I can't be the only having this problem!

                          • 10. Re: Why is Acrobat XI Crashing when I try to Save As?
                            SSWAcrobat Community Member

                            We have company.  See post by TIG1995 on February 19.

                            • 11. Re: Why is Acrobat XI Crashing when I try to Save As?
                              Phillip M Jones Community Member

                              To all Adobe and Reader have come out with a .02 update Try updating first to .01 anthe right straight try .02. If you stll have issue roll back to XI and forgo the updates. The go to help menu Feed back put in bug report. the more warm bodies report this bug the more likelyhoo you will get some action. If no result go on facebook and look for the Facebook Page that the disgruntled User created and post. Usually Adobe will take notice because its out in the world for the world to seee , where its shelterd.

                              • 12. Re: Why is Acrobat XI Crashing when I try to Save As?
                                SteveMST1 Community Member

                                Phillip:

                                 

                                I installed the two updates. The problem is back. There is no Feedback in the Help Menu. They do have a button that says Send System Report, but there is no address in the send to field. B.T.W., In a previous post somebody mentioned that the problem occured with redirected folders. I am working with a local folder just in case and it still hangs. I think I am going to go to Facebook and argue my case there, as you suggested. In the meantime, here is all the info in case somebody in the forum can see the problem.

                                 

                                Account Detail:

                                   User Rights: Admin

                                   User Account Control: Limited

                                   Process Integrity: Undefined

                                   Profile Type: None

                                Acrobat Detail:

                                   Sandboxing: Off

                                   Captive Reader: No

                                   Multi-Reader on Desktop Support: Off

                                Available Physical Memory: 4194303 KB

                                Available Virtual Memory: 3994196 KB

                                BIOS Version: HPQOEM - 1

                                Default Browser:

                                Default Mail: Microsoft Outlook

                                    mapi32.dll

                                    Version: 1.0.2536.0 (win8_rtm.120725-1247)

                                    Creation Date: 2012/07/25

                                    Creation Time: 10:16:07 PM

                                Display Detail:

                                   Screen Width: 1600

                                   Screen Height: 900

                                   Number of Monitors: 1

                                   Number of Mouse Buttons: 5

                                   Has Mouse Wheel: Yes

                                   Has Pen Windows: No

                                   Double Byte Character Set: No

                                   Has Input Method Editor: Yes

                                   Inside Screen Reader: No

                                Graphics Card: Intel(R) HD Graphics 3000

                                    Version: 8.17.10.1151

                                    Check: Not Supported

                                Installed Acrobat: C:\Program Files (x86)\Adobe\Acrobat 11.0\Acrobat\Acrobat.exe

                                    Version: 11.0.0.379

                                    Creation Date: 2012/09/23

                                    Creation Time: 8:43:44 PM

                                Locale: English (United States)

                                Monitor:

                                    Name: Intel(R) HD Graphics 3000

                                    Resolution: 1600 x 900 x 60

                                    Bits per pixel: 32

                                OS Manufacturer: Microsoft Corporation

                                OS Name: Microsoft Windows Vista - WRONG!!!

                                OS Version: 6.2.9200 

                                Page File Space: 4194303 KB

                                Processor: Intel64 Family 6 Model 42 Stepping 7  GenuineIntel  ~1995  Mhz

                                Session Detail:

                                   Boot Type: Normal

                                   Is Shutting Down: No

                                   Network: Available

                                   Inside Citrix: No

                                   Inside VMWare: No

                                   Remote Session: No

                                   Remote Control: No

                                System Name: STEVE-HP

                                Temporary Directory: C:\Users\steve.MST\AppData\Local\Temp\

                                Time Zone: SA Western Standard Time

                                Total Physical Memory: 4194303 KB

                                Total Virtual Memory: 4194176 KB

                                User Name: Steve

                                Windows Detail:

                                   Tablet PC: No

                                   Starter Edition: No

                                   Media Center Edition: Yes

                                   Slow Machine: No

                                Windows Directory: C:\WINDOWS

                                 

                                Plug-Ins:

                                 

                                C:\Program Files (x86)\Adobe\Acrobat 11.0\Acrobat\plug_ins\Accessibility.api

                                    Version: 11.0.01.36

                                    Creation Date: 2012/12/18

                                    Creation Time: 3:08:52 PM

                                C:\Program Files (x86)\Adobe\Acrobat 11.0\Acrobat\plug_ins\EScript.api

                                    Version: 11.0.01.36

                                    Creation Date: 2012/12/18

                                    Creation Time: 3:08:48 PM

                                C:\Program Files (x86)\Adobe\Acrobat 11.0\Acrobat\plug_ins\SendMail.api

                                    Version: 11.0.01.36

                                    Creation Date: 2012/12/18

                                    Creation Time: 3:08:50 PM

                                C:\Program Files (x86)\Adobe\Acrobat 11.0\Acrobat\plug_ins\Updater.api

                                    Version: 11.0.01.36

                                    Creation Date: 2012/12/18

                                    Creation Time: 3:08:52 PM

                                C:\Program Files (x86)\Adobe\Acrobat 11.0\Acrobat\plug_ins\weblink.api

                                    Version: 11.0.01.36

                                    Creation Date: 2012/12/18

                                    Creation Time: 3:08:50 PM

                                 

                                FOLLOWING IS THE EVENT VIEWER DATA:

                                 

                                Log Name:      Application
                                Source:        Application Hang
                                Date:          2/24/2013 11:09:11 PM
                                Event ID:      1002
                                Task Category: (101)
                                Level:         Error
                                Keywords:      Classic
                                User:          N/A
                                Computer:      STEVE-HP.MST.local
                                Description:
                                The program Acrobat.exe version 11.0.0.379 stopped interacting with Windows and was closed. To see if more information about the problem is available, check the problem history in the Action Center control panel.
                                Process ID: 55f8
                                Start Time: 01ce13056adf7946
                                Termination Time: 16
                                Application Path: C:\Program Files (x86)\Adobe\Acrobat 11.0\Acrobat\Acrobat.exe
                                Report Id: b60fb745-7ef8-11e2-bebc-101f7418c1f9
                                Faulting package full name:
                                Faulting package-relative application ID:

                                Event Xml:
                                <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
                                  <System>
                                    <Provider Name="Application Hang" />
                                    <EventID Qualifiers="0">1002</EventID>
                                    <Level>2</Level>
                                    <Task>101</Task>
                                    <Keywords>0x80000000000000</Keywords>
                                    <TimeCreated SystemTime="2013-02-25T03:09:11.000000000Z" />
                                    <EventRecordID>331636</EventRecordID>
                                    <Channel>Application</Channel>
                                    <Computer>STEVE-HP.MST.local</Computer>
                                    <Security />
                                  </System>
                                  <EventData>
                                    <Data>Acrobat.exe</Data>
                                    <Data>11.0.0.379</Data>
                                    <Data>55f8</Data>
                                    <Data>01ce13056adf7946</Data>
                                    <Data>16</Data>
                                    <Data>C:\Program Files (x86)\Adobe\Acrobat 11.0\Acrobat\Acrobat.exe</Data>
                                    <Data>b60fb745-7ef8-11e2-bebc-101f7418c1f9</Data>
                                    <Data>
                                    </Data>
                                    <Data>
                                    </Data>
                                    <Binary>430072006F00730073002D00740068007200650061006400000044006500610064006C006F0063006 B0000000000</Binary>
                                  </EventData>
                                </Event>

                                • 13. Re: Why is Acrobat XI Crashing when I try to Save As?
                                  Ted_M_H Community Member

                                  I have the same  problem.  Do I understand correctly that the "solution" is to reinstall Acrobat XI pro?  Or is it to roll back to an older version?  I'm currently using the Creative Cloud downloaded software and the update manager says the application is current.

                                   

                                  Any other updates since the last post?

                                  • 14. Re: Why is Acrobat XI Crashing when I try to Save As?
                                    Phillip M Jones Community Member

                                    Based on SteveMST1's experience looks like you need to  reinstall and leave off the last update. Sounds like the last update for PC is bad.

                                    • 15. Re: Why is Acrobat XI Crashing when I try to Save As?
                                      SkillzMilloy Community Member

                                      Lots of crashes for me too.  This Abode Acrobat Pro 11 is probably the worst program I've used from Adobe.  Super unstable.

                                       

                                      I've had 10 crashes today in a few hours of work.

                                       

                                      I would recommend people avoid this program.

                                      • 16. Re: Why is Acrobat XI Crashing when I try to Save As?
                                        KathyS_893 Community Member

                                        Are you sure this is an Adobe Acrobat XI problem and not a Windows 8 problem? I have also just recently started experiencing Save As problems with Adobe Acrobat XI (I am using Windows 8, everything was working fine up until now, I only upgraded to Windows 8 about a month ago). But I am experiencing exactly the same problem with the PDF995 and PDFCreator products as well (however saving to PDF from an Office 365 product works fine). I find that after restarting my PC I can often print to PDF successfully (using Acrobat XI, PDF995 or PDF Creator) once, twice, maybe 3 times. But then the next time I get the same old "Save As is not responding" message and have to cancel the task in Task Manager.

                                        • 17. Re: Why is Acrobat XI Crashing when I try to Save As?
                                          CraiginNJ Community Member

                                          I also suffer this major bug. 

                                           

                                          Windows 8. Reader XI.  All up to date with latest updates.  Occurs 100% consistently on both of 2 PC's, a laptop and desktop.  I don't understand how they can not realize this is a bad bug.

                                           

                                           

                                          If I uninstall and then reinstall, Reader will be able to save-as once, sometimes twice, before screwing up.  Once it goes bad, every time there after it will lock up Internet Explorer completely.  That crash requires I go to Task Manager to shut it all down.

                                           

                                          Very very frustrating to try to waste hours trying to save a lot of important documents from E*Trade Bank.

                                           

                                          My workaround was to uninstall Adobe Reader XI completely and rely on Reader 9 for that purpose.

                                          • 18. Re: Why is Acrobat XI Crashing when I try to Save As?
                                            KathyS_893 Community Member

                                            In my case this is definitely a Windows 8 (or Microsoft anyway) issue. My problem started at the end of May - a couple of days ago after an automatic Windows update (and I had previously manually done an update to make sure I had the latest updates) the problem has completely gone - I can use the Save As feature in both Adobe Acrobat and PDF995.

                                            • 19. Re: Why is Acrobat XI Crashing when I try to Save As?
                                              Soulreiver666 Community Member

                                              I have similar problem to CraiginNJ.  Acrobat freezes in the process of saving documents, sometimes as soon as the Save button is selected in the Save screen, sometimes in the Confirmation window after the "save" button is selected.  I can then close the program using the "X" button in the top right of the window and the program collapses/closes without the document being saved.  It generally happens when I try to sanitize a document and remove meta-data and then close the document.  It does not matter whether I try to use the remove meta-data through the Tools menu adn then try to Save in the File Menu, or on exiting the documen/file by closing the program - same result.  It usually will save once or twice before freezing. I have tried to reopen the program and start fresh, with limited success.  After multiple crashes, I have gone to task manager, only to find that multiple instances of "Acrobat XI are running, and using between 80-90% of CPU.

                                               

                                              I can open Acrobat, and use the repair feeature, usually takes 6-10 minutes, and then the program will save the file, and work once or twice, before freezing again, and requiring that the repair be run again.  Biggest problem seems to be failure of program to exit properly, leaving remnants running, and using up substantial system resources.

                                               

                                              I have tried uninstalling and reinstalling, clearing registry, deleting all files/references to Acrobat, regedit to delete all keys, all to no avail, it seems to continue to freeze.  The amount of time taken up by this problem each day is completely unacceptable.  Customer support on Chat has been less than helpful, insisting on working through a cheat sheet to do all of the same things thast I have already done, and wasting my time, rather than upgrading my service request to someone that has a brain.  Please advise any progress in resolving this issue.  It is apparent from this forum that MANY people are experiencing this problem, but have not seen all of the ramifications of the freeze.

                                               

                                              soulreiver666

                                              • 20. Re: Why is Acrobat XI Crashing when I try to Save As?
                                                taxlagutaris Community Member

                                                ditto. crashes every other save.

                                                • 21. Re: Why is Acrobat XI Crashing when I try to Save As?
                                                  TMG Consulting Community Member

                                                  I'm having the same problem when saving in Acrobat XI in Windows 8. Did you find any solution?

                                                  • 22. Re: Why is Acrobat XI Crashing when I try to Save As?
                                                    KathyS_893 Community Member

                                                    No I haven’t found a solution yet. I have reverted to Acrobat X which seemed to work for a while but then the same problem started happening again. I am unable to use Save As with Acrobat (X or XI) or the PDF995 product. (I have tried other PDF writing products but again experienced the same problem). I can however save documents to pdf via other software (e.g. MoneyWorks). I am still unsure as to whether this is an issue with Acrobat itself or a Windows problem. The fact that it sometimes goes away for a week or so after an automatic Windows update makes me suspicious that it is a Windows problem. It is extremely frustrating though and I wish someone would get to the bottom of it.

                                                    • 23. Re: Why is Acrobat XI Crashing when I try to Save As?
                                                      taxlagutaris Community Member

                                                      Now I try to open all programs as "administrator" by right-clicking on the program icon and choosing that option. It doesn't always yield the results I expect, but things run a little bit smoother. Overall, am disappointed by the time I have had to spend trying to solve basic problems already asked and answered.

                                                      • 24. Re: Why is Acrobat XI Crashing when I try to Save As?
                                                        TMG Consulting Community Member

                                                        I've had the same Acrobat XI problem on two different Windows 8 computers. Otherwise I'm happy with Acrobat XI and hoping they will come out with an upgrade to fix this soon.

                                                         

                                                        My current workaround: Make a test comment when first opening a PDF document and then save it before doing any real commenting work. I find that if Acrobat XI saves successfully once, it doesn't crash again. It's always on the first save attempt of a session that I get the crashing.

                                                         

                                                        Please keep me posted if you get any closer to a solution.

                                                        • 25. Re: Why is Acrobat XI Crashing when I try to Save As?
                                                          Kenny Oz Community Member

                                                          Don't try uninstalling and reinstalling withuot upgrading...didn't work for me.  ONLY SOLUTION IS TO OPEN AN EXISTING PDF FILE, then insert via scanner any new pages and remov the old.

                                                          • 26. Re: Why is Acrobat XI Crashing when I try to Save As?
                                                            SDJCS Community Member

                                                            Am having the same issue at a customer as described in post #20 by taxlagutaris, only on a brand new Windows 7 Pro PC with Acrobat XI.  Interesting bit about the update apparently causing the problem - the two times I've reinstalled Acrobat, I've immediately installed the available update. I will have to try installing w/o the update. It would not be the first time I've experienced an Acrobat update breaking or taking away functionality.  I personally run Windows 8 w/Acrobat X and it works fine.

                                                            • 27. Re: Why is Acrobat XI Crashing when I try to Save As?
                                                              taxlagutaris Community Member

                                                              I performed all kinds of troubleshooting to solve this problem and it has eased. I found that the best solution is to open Adobe Creative Cloud in Admin Mode, then apply updates. I wish I hadn't had to spend 15 hours solving this problem.

                                                              • 28. Re: Why is Acrobat XI Crashing when I try to Save As?
                                                                SkillzMilloy Community Member

                                                                HOLY CRAP ADOBE.

                                                                 

                                                                I'm having the same problem.  This is a $400 program.  When I hit "Save As" adobe crashes all the time.  How in the world does stuff like this happen.

                                                                 

                                                                Adobe, honestly, you could lose like 90% of the amazing features, but you CAN'T have the program crash when you try to save your work.  I am losing documents and work, which means I have to re do the work.

                                                                 

                                                                Please, can you guys fix things like this.  I think it's crazy that a program crashes when you try to hit "save as".  That's insanity.  That would be like an email program (Gmail) crashing whenever you tried to open an email or send an email.  You HAVE to fix the simple functions guys!

                                                                 

                                                                Insanity.

                                                                • 29. Re: Why is Acrobat XI Crashing when I try to Save As?
                                                                  Gregoronk Community Member

                                                                  I'm having the same problem. None of the above has helped me in this matter. I just have Acrobat pro 11 with Win8. It seems crazy not to be able to save as...

                                                                  I don't have the adobe creative cloud so i can't test taxlagutaris solution.

                                                                  Please can you fix this ?

                                                                  • 30. Re: Why is Acrobat XI Crashing when I try to Save As?
                                                                    Gregoronk Community Member

                                                                    It may be the correct answer for Adobe Creative cloud Owner but it won't help for Acrobat pro 11-only user. Any other solution in this case ? Thanks

                                                                    • 31. Re: Why is Acrobat XI Crashing when I try to Save As?
                                                                      rmarkr Community Member

                                                                      I have the same issue with Acrobat XI and Windows 8.1 and Office 2013. Has anyone noticed this behaviour when saving in a onedrive folder?

                                                                      • 32. Re: Why is Acrobat XI Crashing when I try to Save As?
                                                                        Roman Hlavnička Community Member

                                                                        Try this ...
                                                                        Go to preferences, go to “Documents” and uncheck “Save As optimizes for Fast Web View” and see if that fixes the problem.

                                                                        it works for me Acrobat pro 11-only user

                                                                        • 33. Re: Why is Acrobat XI Crashing when I try to Save As?
                                                                          TerryRegnault Community Member

                                                                          Thanks Roman,

                                                                          That worked for me too.

                                                                          • 34. Re: Why is Acrobat XI Crashing when I try to Save As?
                                                                            mariahe1610307 Community Member

                                                                            I was having the same problem. None of the ideas worked for me, but what I did was that I printed to file (PDF) so that it created a new PDF, I believe that the file/document I have was damaged somehow.

                                                                            SO now that I have the new pdf, I can do whatever ever with it, add additional pages and save as a new file name. GOOD luck!