22 Replies Latest reply on Apr 11, 2017 11:26 PM by ashishmehraXII

    error

    writm Level 1

      Each time I open any file on Adobe Acrobat Reader on my lumia 730, I'm getting an error-"A system error was encountered". This happens each time I touch the screen while the file is open. Don't know how to correct it. There's no update either.Anybody knows the problem?

        • 1. Re: error
          Adorobat Adobe Employee

          Hi writm ,

           

          Is this happening with a particular file or with all the files ?

          Could you please post a screenshot of the error message ?

           

          Thank You!

          Shivam

          • 2. Re: error
            Nick_Acquaviva

            I'm having the same problem after the most recent update. Some documents do not have the problem. I don't know yet if this is relevant, but a one page document was fine but a 52 page document produces the error.

             

            The worst part is that it keeps reissuing the error message.

            wp_ss_20160626_0002.png

            wp_ss_20160626_0001.png

            Thank you,

             

            Nick Acquaviva

            • 3. Re: error
              Adorobat Adobe Employee

              Hello Nick_Acquaviva,

               

              Please try to uninstall Acrobat Reader and then install it again.

               

              Let us know about the results.

               

              Thank You!

              Shivam

              • 4. Re: error
                Nick_Acquaviva Level 1

                Shivam,

                 

                That appears to have made no difference. One think I noticed is that I can open the document, zoom out, highlight text, and start a search. Swiping up or down to scroll through the document causes the system error. Also, you can start a search but it never completes. If you use the back arrow to exit the search, the UI becomes unresponsive and the app must be close.

                 

                Since this is a significant step backwards from the older version, can you roll back to the older version until this is sorted out?

                 

                Thank you,

                Nick

                • 5. Re: error
                  Adorobat Adobe Employee

                  Could you please tell what version of Adobe Reader do you have?

                  What version of Windows Operating System do you have?

                   

                  Would it be possible to send the document ( which is showing error) to doccsup@adobe.com

                   

                  Thank You!

                  Shivam

                  • 6. Re: error
                    Nick_Acquaviva Level 1

                    I don't remember what version of Adobe Reader I had, but it's the one currently available at the store. I uninstalled it and installed the Microsoft PDF reader which does not crash on that document.

                     

                    Model: HTC HTC6995LVW

                    Software: Windows® Phone 8.1 Update 2

                    OS version: 8.10.15143.154

                    Firmware revision number: 2061.30.30501.605

                    Hardware revision number: 0004

                    Radio software version: 1.01.50.0305

                    Radio hardware version: 4.126.3.D4 Bootloader version: 0.0.2061.30(526703) Chip SOC version: 8974

                    Screen resolution: 1080x1920

                     

                    I cannot send that particular document because it contains sensitive information.

                     

                    I will try to make a test document that will recreate the problem.

                     

                    Thanks,

                     

                    Nick

                    • 7. Re: error
                      anton_smith

                      Acrobat Reader

                      ver 16.0

                      сбора 146647

                       

                      Nokia Lumia 930

                      Windows 10 Mobile

                      версия 1511

                      сборка ос 10.0.10586.420

                      норме версии микропрограммы 02540.00019.15236.45004

                      номер версии оборудования 2.0.0.2

                      • 8. Re: error
                        ElectroGuru

                        I am having the exact same issue with any and ALL documents, so I do not see the need to provide sample file(s). I download and view pdf datasheets on a daily basis from a variety of sources. The error occurs when scrolling as described with other users. This is extremely annoying and did not occur in the previous build(s). Other than the annoying message filling the notification area, the app still functions. I have already attempted uninstalling and reinstalling through the Microsoft Store on numerous occasions. I am running WP8.1 on a Nokia Lumia 1520, Acrobat 16.0 Build 146647.

                        • 9. Re: error
                          Old Socrates

                          Same here, No discernable pattern but may be files opened directly from the phone's browser?

                          Phone is Nokia 520 running Windows Phone 8.10.14219.341

                          Adobe reader version 16.0 build 146647

                          • 10. Re: error
                            Adorobat Adobe Employee

                            Hi ,

                             

                            We are sorry for the inconvenience caused to you.

                             

                            Try to check if there is any update available for Acrobat Reader,if there is, install it and then restart the phone and then check if the issue is still persists.

                             

                            Try to first download the file and open it with Adobe Acrobat.

                             

                            Let us know about the results.

                             

                            Thank You!

                            Shivam

                            • 11. Re: error
                              ElectroGuru Level 1

                              Version 16.0.14.6647 is currently installed and was last updated to the Windows Store on 06/08/2016, about the same time these issues were exposed.  Please note that this is the ONLY version available in the Windows Store.  Removing the app - Restarting - Installing the app - and Retrying : Has resulted in no change in behavior!  Also, downloading the PDF directly to phone storage and opening through Adobe Acrobat results in the same "A system error was encountered" message.  Hope this helps.

                              • 12. Re: error
                                Old Socrates Level 1

                                Hi

                                Have removed/reinstalled the adobe app and have now just reproduced the error.

                                 

                                Step 1 Search for "Azure Machine Learning PDF" in browser - Note that I have Google set as my search engine

                                Step 2 click link for the document Introducing Azure Machine Learning - Microsoft

                                Step 3 click the Open button to open the file

                                Step 4 when the document opens - swipe the screen up and down to scroll through the document

                                 

                                The phone has an error and a notification from "Adobe Acrobat Reader" with the text "A system error was encountered" is logged in the phone.

                                 

                                I have repeated this cycle and it seems to be reproducible.

                                 

                                Please fix this!

                                • 13. Re: error
                                  Yibán Level 1

                                  I have the same problem with

                                  adobe ver: 16.0

                                  compilation: 146647

                                   

                                  Lumia 640 OS Windows 10 Mobile

                                  RAM: 1GB

                                  ver: 1511

                                  OS compilation 10.0.10586.494

                                  1 person found this helpful
                                  • 14. Re: error
                                    Timo Dijkstra

                                    Same issue here, although in Dutch: 'Er is een systeemfout opgetreden.'

                                    A silly, but working solution is to turn off notifications for the app.

                                     

                                    Nokia 830, build 1607

                                    Windows build 10.0.14393.5

                                    Latest version of the reader. I had the same issue a while ago on WP 8 as well.

                                    • 15. Re: error
                                      ernestort

                                      Lumia 950 same problem here. Please check this issue.

                                      • 16. Re: error
                                        pavelt80839118

                                        System error when opening and scroll any PDF file.

                                        there was a problem after upgrading to windows 10 (lumia 730)

                                        • 17. Re: error
                                          pavelt80839118 Level 1

                                          Remove does not help

                                          • 18. Re: error
                                            ragavendraswamy

                                            Hello Shivam,

                                            I'm also experiencing the same problem. I have uninstalled and reinstalled the app. Checked if there are any updates none. I have tried to download the file and still the same.

                                            Phone Model: Nokia Lumia 930
                                            OS: Windows 10
                                            App Version: 16.0.14.6647

                                            Please do the needful.

                                            With Regards
                                            Ragavendra Swamy

                                            • 19. Re: error
                                              cmolinap

                                              I have the same problem. I'm using a Lumia 530 Dual SIM with Windows Phone 8.1 Update 2, version 8.10.15137.148 Adobe Acrobat Reader version 16 Build 146647 If the document is only one page there no problem, if 2+ pages the error message is launched.


                                              • 20. Re: error
                                                dawnb32342084

                                                i AM HAVING THE EXACT SAME PROBLEM
                                                . PLEASE HELP!

                                                • 21. Re: error
                                                  Adorobat Adobe Employee

                                                  Hi dawnb3234208,

                                                   

                                                  Our product team is working on the issue, in the meantime, you might try turning off notification for the application on your phone.

                                                   

                                                  Thank You for your patience.

                                                  • 22. Re: error
                                                    ashishmehraXII Level 1

                                                    The solution you mentioned in your post that is good but i have another solution for Nokia Lumia 830 is as follow:

                                                    Press volume down + power keys simultaneously for 10-15 seconds and release them when the phone vibrates. This will restart the OS and the phone. You will not lose any data, but you may have to set date/time again. After the phone restarts, try uninstalling the reader apps. If this fails, you may need to do a hard/factory reset. Do not forget to backup your data before hard reset, because this operation will erase all user data.

                                                    You may also check Nokia Lumia 830 Manual for more troubleshooting hacks.