29 Replies Latest reply on Oct 25, 2018 7:39 PM by ricardo mendes

    Acrobat DC 2019.008.20071 crashes

    scottstabb Level 1

      Acrobat DC 2019.008.20071 has bugs.

       

      We have 33 users and most of us are experiencing this issue.

       

      1. Open a PDF

      2. open a 2nd PDF or a 2nd window and Acrobat crashes

      This happens 100% of the time if the task pane is open

      This happens 90% of the time if the task pane is in the new half open state

       

      If we  "hide task pane" we seem to have less trouble.

        • 1. Re: Acrobat DC 2019.008.20071 crashes
          scottstabb Level 1

          As users are upgrading they are now reporting that they are not attempting to open multiple files, its just crashing after 10-20 seconds.  I am following other posts with same issues.

          • 2. Re: Acrobat DC 2019.008.20071 crashes
            rupa jannela Adobe Employee

             

             

            Hi scottstabb,

             

            Apologies for the issue you are facing. Can you please share the crash dump with us. Steps given below:

             

            For Getting the Crash Logs:

            a. When Acrobat Reader Crashes , Open Windows Task Manager

            b. -> Got To Processes, There you can see a process "Adobe Acrobat Reader DC" / AcroRd32.exe

            c. Right Click on this process and click "Create Dump File"

            d. Dump file will be created in the Temp folder of user (as specified on the dialog you get after creating dump files).

            e. Save this DMP file on any Cloud Storage and Share the link.

             

            Thanks & Regards,

            Rupa Jannela

            Acrobat Team

             

            • 3. Re: Acrobat DC 2019.008.20071 crashes
              scottstabb Level 1

              It is NOT listed in the processes.

               

              D. Scott Stabb, MCSA

              Scott@schellhogan.com<mailto:Scott@schellhogan.com>

              912.291.1020 direct line

              Schell & Hogan, LLP

              101 Plantation Chase|Saint Simons Island, GA 31522

              912.638.9031 phone|912.638.7711 fax

               

              CONFIDENTIALITY NOTICE:

              This electronic mail transmission may contain information that is confidential, proprietary, or otherwise legally exempt from disclosure.  If you are not the intended recipient, you are hereby notified that you are not authorized to read, print, retain, copy or disseminate this message, any part of it, or any attachments.  If you have received this message in error, please delete this message and any attachments from your system without reading the content, and notify the sender immediately of the inadvertent transmission.

              • 4. Re: Acrobat DC 2019.008.20071 crashes
                michaell49186410 Level 1

                Having same issue and you can't get a DMP file because the process closes.

                 

                Here's a link to the Event Viewer log and Locale Meta Data use can view to help resolve this issue.

                 

                Dropbox - Acrobat Crash - Simplify your life

                 

                Thanks,

                 

                Mike

                • 5. Re: Acrobat DC 2019.008.20071 crashes
                  rupa jannela Adobe Employee

                  You can also create the dump by following these steps:

                  Create the following registry key :

                  1. HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\Windows Error Reporting\LocalDumps
                  2. Create the registry key LocalDumps if it is not present already.
                  3. Reproduce the problem (i.e. make the application crash).
                  4. Locate the crash dump file in %LOCALAPPDATA%\CrashDumps. Note that if the crashing application runs under the System account, that resolves to C:\Windows\System32\config\systemprofile\AppData\Local\CrashDumps.
                  5. Share the crash dump file.

                  Thanks,

                  Rupa Jannela

                  Acrobat Team

                  • 6. Re: Acrobat DC 2019.008.20071 crashes
                    scottstabb Level 1

                    Citrix Attachments

                     

                    Expires April 3, 2019

                     

                    Acrobat.zip

                     

                    100.1 MB

                     

                     

                    Download Attachments<https://schellhogan.sharefile.com/d-sfb549602cb748609>

                     

                     

                    Scott Stabb uses Citrix Files to share documents securely.

                     

                     

                     

                     

                    Here you go.

                    I have 33 users and 15 of them are crashing.

                    I am updating video drivers on a few to see what happens.

                    If we hide the task bar it helps.

                     

                     

                     

                     

                    D. Scott Stabb, MCSA

                    Scott@schellhogan.com<mailto:Scott@schellhogan.com>

                    912.291.1020 direct line

                    Schell & Hogan, LLP

                    101 Plantation Chase|Saint Simons Island, GA 31522

                    912.638.9031 phone|912.638.7711 fax

                     

                    CONFIDENTIALITY NOTICE:

                    This electronic mail transmission may contain information that is confidential, proprietary, or otherwise legally exempt from disclosure.  If you are not the intended recipient, you are hereby notified that you are not authorized to read, print, retain, copy or disseminate this message, any part of it, or any attachments.  If you have received this message in error, please delete this message and any attachments from your system without reading the content, and notify the sender immediately of the inadvertent transmission.

                    • 7. Re: Acrobat DC 2019.008.20071 crashes
                      rupa jannela Adobe Employee

                      Thanks Mike for sharing the event viewer logs. We are looking into it. Meanwhile, if possible could you also please share the dump by following these steps:

                      1. Create the following registry key : HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\Windows Error Reporting\LocalDumps
                      2. Create the registry key LocalDumps if it is not present already.
                      3. Reproduce the problem (i.e. make the application crash).
                      4. Locate the crash dump file in %LOCALAPPDATA%\CrashDumps. Note that if the crashing application runs under the System account, that resolves to C:\Windows\System32\config\systemprofile\AppData\Local\CrashDumps.
                      5. Share the crash dump file.

                      Thanks,

                      Rupa Jannela

                      Acrobat Team

                      • 8. Re: Acrobat DC 2019.008.20071 crashes
                        michaell49186410 Level 1

                        Rupa,

                         

                        I've made the key and reproduced the problem but I can't locate any crash logs from them.

                         

                        Mike

                        • 9. Re: Acrobat DC 2019.008.20071 crashes
                          michaell49186410 Level 1

                          Rupa,

                           

                          I've located the crash dumps and added to the dropbox location I provided earlier.

                           

                          Mike

                          • 10. Re: Acrobat DC 2019.008.20071 crashes
                            rupa jannela Adobe Employee

                            Thanks a lot Mike and Scott. I'll revert to you once evaluation at our end is completed.

                             

                            Regards,

                            Rupa

                            • 11. Re: Acrobat DC 2019.008.20071 crashes
                              scottstabb Level 1

                              I just updated the Video Driver AMD R7 250  to the latest version and it helps a lot.

                              Now we are on 24.20.11016.4

                              I would not bet on this being the fix since thousands of other people are having the same issue.

                               

                               

                               

                              D. Scott Stabb, MCSA

                              Scott@schellhogan.com<mailto:Scott@schellhogan.com>

                              912.291.1020 direct line

                              Schell & Hogan, LLP

                              101 Plantation Chase|Saint Simons Island, GA 31522

                              912.638.9031 phone|912.638.7711 fax

                               

                              CONFIDENTIALITY NOTICE:

                              This electronic mail transmission may contain information that is confidential, proprietary, or otherwise legally exempt from disclosure.  If you are not the intended recipient, you are hereby notified that you are not authorized to read, print, retain, copy or disseminate this message, any part of it, or any attachments.  If you have received this message in error, please delete this message and any attachments from your system without reading the content, and notify the sender immediately of the inadvertent transmission.

                              • 12. Re: Acrobat DC 2019.008.20071 crashes
                                michaell49186410 Level 1

                                I had the same video card and also updated the driver to the version you installed and we are experiencing far fewer problems.

                                • 13. Re: Acrobat DC 2019.008.20071 crashes
                                  scottstabb Level 1

                                  2019.008.20074 just downloaded and installed.

                                  What can you tell us about what this update is supposed to fix?

                                   

                                   

                                   

                                  D. Scott Stabb, MCSA

                                  Scott@schellhogan.com<mailto:Scott@schellhogan.com>

                                  912.291.1020 direct line

                                  Schell & Hogan, LLP

                                  101 Plantation Chase|Saint Simons Island, GA 31522

                                  912.638.9031 phone|912.638.7711 fax

                                   

                                  CONFIDENTIALITY NOTICE:

                                  This electronic mail transmission may contain information that is confidential, proprietary, or otherwise legally exempt from disclosure.  If you are not the intended recipient, you are hereby notified that you are not authorized to read, print, retain, copy or disseminate this message, any part of it, or any attachments.  If you have received this message in error, please delete this message and any attachments from your system without reading the content, and notify the sender immediately of the inadvertent transmission.

                                  • 14. Re: Acrobat DC 2019.008.20071 crashes
                                    rupa jannela Adobe Employee

                                    Hi scottsabb,

                                     

                                    This release is a hotfix patch for Acrobat DC and Acrobat Reader DC that addresses some important bug fixes.You can find all the details related to version 2019.008.20074 here

                                     

                                    Regards,

                                    Rupa

                                    • 15. Re: Acrobat DC 2019.008.20071 crashes
                                      IDEAMAN1 Level 1

                                      We have already sent our Adobe Crash log. Any time we try to open preferences OR reduce the size of a pdf leads to a program crash as well. We had no problem prior to the move to Version 2019.008.20074. Yes, we use Mojave 10.14.

                                       

                                      thanks

                                      tom

                                      • 16. Re: Acrobat DC 2019.008.20071 crashes
                                        rupa jannela Adobe Employee

                                        Hi,

                                         

                                        Apologies for the issue. Can you please share the crash logs in a shared drive or dropbox and share it with us here.

                                         

                                        Thanks,

                                        Rupa

                                        • 17. Re: Acrobat DC 2019.008.20071 crashes
                                          IDEAMAN1 Level 1

                                          https://www.dropbox.com/sh/cw3tk81kyoxzxnr/AACrN_kn_EGRe8s7CF8cYNXoa?dl=0

                                           

                                          This is the crash log.

                                           

                                          Since then Ayush Jain has sent the 2018 Version of Acrobat. It now crashes on our system as well. We have since followed the prompts to upgrade and go back to Adobe 2019 and it crashes whenever we open preferences or try to reduce a file's size.

                                           

                                          thanks

                                          tom

                                          • 18. Re: Acrobat DC 2019.008.20071 crashes
                                            scottstabb Level 1

                                            How many times do you need the same crash logs???

                                            How many people are going to request them?

                                            WOW…

                                             

                                            D. Scott Stabb, MCSA

                                            Scott@schellhogan.com<mailto:Scott@schellhogan.com>

                                            912.291.1020 direct line

                                            Schell & Hogan, LLP

                                            101 Plantation Chase|Saint Simons Island, GA 31522

                                            912.638.9031 phone|912.638.7711 fax

                                             

                                            CONFIDENTIALITY NOTICE:

                                            This electronic mail transmission may contain information that is confidential, proprietary, or otherwise legally exempt from disclosure.  If you are not the intended recipient, you are hereby notified that you are not authorized to read, print, retain, copy or disseminate this message, any part of it, or any attachments.  If you have received this message in error, please delete this message and any attachments from your system without reading the content, and notify the sender immediately of the inadvertent transmission.

                                            • 19. Re: Acrobat DC 2019.008.20071 crashes
                                              IDEAMAN1 Level 1

                                              I have to admit that I thought this was an easy fix. My computer is a 2015 build of an imac and until the Adobe 2019 update everything worked flawlessly. Now after the update I find the program crashes when opening preferences, and reducing files less more than 1 MB in size. Today we spent another hour reinstalling the older Acrobat, making sure it did not update automatically to the 2019 version, and then watching that program crash again.

                                               

                                              I've got to give them credit for looking at my system remotely. calling again yesterday and asking if they could repair permissions (which were fine), unfortunately my system meant a one-hour wait, so they said they'd call back.

                                               

                                              I understand that glitches happen and that we may be the 2% out there that have problems. But this is a problem. I pay for the subscription service. It's implied in an agreement that everything just works together. I now produce an item inDesign and when making a pdf smaller (which can be done in InDesign but is so much more effective in Acrobat) it crashes. So I've had to purchase another product to do what I'm paying Acrobat for.

                                               

                                              I appreciate all the help. But my firm is having to commit way too much time to diagnostics, remote inspections, sending crash logs, etc. This is time we bill for. Sigh.

                                               

                                              tom

                                              • 20. Re: Acrobat DC 2019.008.20071 crashes
                                                scottstabb Level 1

                                                Copy that.

                                                I am a Microsoft certified Admin and we have the problem with 30 of the 33 installs.

                                                Adobe needs to figure this out.

                                                 

                                                 

                                                 

                                                D. Scott Stabb, MCSA

                                                Scott@schellhogan.com<mailto:Scott@schellhogan.com>

                                                912.291.1020 direct line

                                                Schell & Hogan, LLP

                                                101 Plantation Chase|Saint Simons Island, GA 31522

                                                912.638.9031 phone|912.638.7711 fax

                                                 

                                                CONFIDENTIALITY NOTICE:

                                                This electronic mail transmission may contain information that is confidential, proprietary, or otherwise legally exempt from disclosure.  If you are not the intended recipient, you are hereby notified that you are not authorized to read, print, retain, copy or disseminate this message, any part of it, or any attachments.  If you have received this message in error, please delete this message and any attachments from your system without reading the content, and notify the sender immediately of the inadvertent transmission.

                                                • 21. Re: Acrobat DC 2019.008.20071 crashes
                                                  IDEAMAN1 Level 1

                                                  According to a note today:

                                                  "

                                                  Apple has acknowledged that issue is at their end and they have a fix ready for this. Fix will be available as part of their upcoming update (10.14.2). Please let us know if the issue still exists post that.

                                                  Thanks for your patience and co-operation!!"

                                                   

                                                  But as you know there are many message boards discussing our problem and simultaneously I received a note that someone had received the last crash log and was now reviewing it. Question? If there was a problem that was caused by the OS, wouldn't it be in Adobe's best interest to post this prominently, or at least tell other tech people where to search for the problem?

                                                   

                                                  Also, I've had others say that the tech took them through a clean re-install and things were fine. Well, that doesn't indicate a problem with the OS...again a Mac issue.

                                                   

                                                  Weird. Especially on your front.

                                                  • 22. Re: Acrobat DC 2019.008.20071 crashes
                                                    scottstabb Level 1

                                                    What about windows 10?  We don't use Apple.

                                                     

                                                     

                                                     

                                                    Sent from my Verizon, Samsung Galaxy smartphone

                                                    • 23. Re: Acrobat DC 2019.008.20071 crashes
                                                      IDEAMAN1 Level 1

                                                      No idea. Incidentally I just finished a 3 hour session with a tech. Log-in new account. Crash. Log in to regular account. Clean all prefs. Clean everything. Start up Acrobat fresh. Open file. Crash. Send file to tech. Send crash log to tech. He was nice about it, said he was referring this to his supervisor. Incidentally I didn't know they worked so late. If this is an Apple problem then they should've said so. If it's an Adobe problem, then they could say so. In the meantime we've got iMacs that are crashing Adobe but iBooks that aren't. This is weird. We're learning way more about what's under the hood of a computer than we want to know. Keep going Adobe!

                                                      • 24. Re: Acrobat DC 2019.008.20071 crashes
                                                        rupa jannela Adobe Employee

                                                        Hi scott,

                                                         

                                                        The crash log shared by you has a different issue which is fixed by updating the video driver, as mentioned by you in the earlier thread. The crash you are experiencing is different from other users.  Are you still facing the issue after the update?

                                                         

                                                        Thanks,

                                                        Rupa

                                                        • 25. Re: Acrobat DC 2019.008.20071 crashes
                                                          scottstabb Level 1

                                                          It fixed 50-75  percent of them.

                                                           

                                                           

                                                           

                                                          Sent from my Verizon, Samsung Galaxy smartphone

                                                          • 26. Re: Acrobat DC 2019.008.20071 crashes
                                                            scottstabb Level 1

                                                            We still have half of our windows 10 machines crashing. Its not an Apple Problem and its not a Windows Problem.

                                                            We were rock solid until the Acrobat update.

                                                             

                                                             

                                                             

                                                            D. Scott Stabb, MCSA

                                                            Scott@schellhogan.com<mailto:Scott@schellhogan.com>

                                                            912.291.1020 direct line

                                                            Schell & Hogan, LLP

                                                            101 Plantation Chase|Saint Simons Island, GA 31522

                                                            912.638.9031 phone|912.638.7711 fax

                                                             

                                                            CONFIDENTIALITY NOTICE:

                                                            This electronic mail transmission may contain information that is confidential, proprietary, or otherwise legally exempt from disclosure.  If you are not the intended recipient, you are hereby notified that you are not authorized to read, print, retain, copy or disseminate this message, any part of it, or any attachments.  If you have received this message in error, please delete this message and any attachments from your system without reading the content, and notify the sender immediately of the inadvertent transmission.

                                                            • 27. Re: Acrobat DC 2019.008.20071 crashes
                                                              IDEAMAN1 Level 1

                                                              Man...I hate to hear that. We're still down as well. I saw a post from another who repeated something the rep had said about 32 bitt vs 64 bitt programs or some sort of nonsense. We hope for a resolution but now use another program to convert pdfs to other formats and do editing on them. I do wish you luck.

                                                              • 28. Re: Acrobat DC 2019.008.20071 crashes
                                                                Brycesteiner Level 1

                                                                This is happening everywhere. The issue is Adobe needs to completely rewrite their apps for the modern OS's instead of just making them hobble along until they kill them off.

                                                                • 29. Re: Acrobat DC 2019.008.20071 crashes
                                                                  ricardo mendes

                                                                  Hello

                                                                   

                                                                  I have the same problem using 2 monitors, with Windows 10.

                                                                   

                                                                  Acrobat crashes regularly for the last 3 weeks. I used to restart my PC but this trick doesn't work. anymore. I have reinstalled but it works for one hour or two then...

                                                                   

                                                                  So I've to use the Acrobat Reader even to take basic notes, that is crazy.

                                                                   

                                                                   

                                                                  Ricardo Mendes

                                                                   

                                                                  Windows 10

                                                                  Adobe Cloud