Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type.
Showing results for Show only | Search instead for Did you mean:/t5/acrobat-discussions/abobe-acrobat-instantly-crashing-when-opening-pdfs-with-comments-in/td-p/14766324 Jul 29, 2024 Jul 29, 2024
Copy link to clipboard
Hi, have an issue with Adobe Acrobat which has been installed with the latest version, repaired, reinstalled etc. When opening a PDF with comments in, it will flash open for a split second and then immediately close.
Event viewer is showing a faulting modile path of : \Adobe\Acrobat DC\Acrobat\Acrobat.dll
Fault code: 0x35f4
Colleagues are also having the same issue. The only work around we have found is to open a PDF document with no comments, and then open the one with comments and we can then work on it. This is not idea and there is a fault somewhere causing this to happen.
We have already worked through a few articles which suggest changing settings in preferences (unticking options for show online storage etc) as well as disabling security options etc which have had no effect.
Crash or freeze , PDF Community guidelinesBe kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
13 Replies 13 Adobe Employee ,/t5/acrobat-discussions/abobe-acrobat-instantly-crashing-when-opening-pdfs-with-comments-in/m-p/14766362#M472612 Jul 29, 2024 Jul 29, 2024
Copy link to clipboard
Sorry for the trouble you and your colleagues are experiencing.
Please share a screenshot of the error. Use this link: https://helpx.adobe.com/acrobat/kb/acrobat-diagnostics.html to collect crash logs and share the unique ID of the log. It would be helpful if you could also share the following:
Will be waiting patiently to look for more information.
Community guidelinesBe kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Community Beginner ,/t5/acrobat-discussions/abobe-acrobat-instantly-crashing-when-opening-pdfs-with-comments-in/m-p/14766939#M472670 Jul 29, 2024 Jul 29, 2024
Copy link to clipboard
There is no error that is given for this, when you open the PDF it opens for a split second and then closes there is no error what pops up and the event log just shows this which is listed under an "application error" Event ID 1000.
Version: Adobe Acrobat (64-bit) 24.002.20965
OS: Microsoft Windows 11 Pro, 64-bit
I will run the diagnostics and upload as well, thanks.
Community guidelinesBe kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Adobe Employee ,/t5/acrobat-discussions/abobe-acrobat-instantly-crashing-when-opening-pdfs-with-comments-in/m-p/14767178#M472682 Jul 29, 2024 Jul 29, 2024
Copy link to clipboard
Thanks for the swift response, @Jen3887003659ug
When you run the diagnostic, please provide the logs and let us know when this issue started.
Before you run the diagnostic, try the following -
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Community Beginner ,/t5/acrobat-discussions/abobe-acrobat-instantly-crashing-when-opening-pdfs-with-comments-in/m-p/14768471#M472741 Jul 30, 2024 Jul 30, 2024
Copy link to clipboard
Unique ID for the diagnostics: 385412e2-8dda-41b4-8d8b-8bf7b857b5e0 I have also uploaded a gif of what happens when files are opened. It appears that if a document with no comments is opened before one with comments, the one will comments will operate as normal.
If Adobe is already open and you open the file from there it works fine, however if the file is opened directly from my documents it displays this behaviour across multiple devices.
Tried the repair as mentioned, same behavior as the above, thanks.
Community guidelinesBe kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Adobe Employee ,/t5/acrobat-discussions/abobe-acrobat-instantly-crashing-when-opening-pdfs-with-comments-in/m-p/14768677#M472762 Jul 30, 2024 Jul 30, 2024
Copy link to clipboard
Thanks for sharing the details and the results of the troubleshooting steps suggested.
I have sent you an email using the email ID registered in Adobe Community, please check.
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
/t5/acrobat-discussions/abobe-acrobat-instantly-crashing-when-opening-pdfs-with-comments-in/m-p/14773217#M473137 Jul 31, 2024 Jul 31, 2024
Copy link to clipboard
I am having the same problem with several computers in my company. I tried uninstalling Adobe Reader, clean with the "AcroCleaner" tool, reinstall via the online installer but same issue afterwards. As the OP said, it helps to open a document without comments and then leave the application running to open commented PDFs. Any recommendations for a fix already?
Community guidelinesBe kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
/t5/acrobat-discussions/abobe-acrobat-instantly-crashing-when-opening-pdfs-with-comments-in/m-p/14773917#M473181 Aug 01, 2024 Aug 01, 2024
Copy link to clipboard
Hello Tariq Dar,
I think I have some users experiancing the same crash as Jen.
In the last few days, 3 users cannot open SOME PDFs (This is not all PDFs).
When trying to open the PDF, the file will start to load part of the doucment, then everything freezes and then Adobe Acrobat closes with no messages.
I attached Windows Event logs related to the crash.
If I log into the same computer with a different Windows Profile, I can open the documents the user cannot.
I can open the document under the users Windows Profile without an issue using Chrome or Edge.
I can open the documents on other computers using older versions of Adobe Acrobat.
Some of these docuemnts are 8 months old that the users used to open and they generated.
There is at least 1 document that was emailed to us from an external client that also has the same failures.
This definitly seems to be an issue from an update pushed to Adobe Acrobat in the last few days.
Because this issue doesn't happen under other Windows Profiles, I can see how the Adobe team may have trouble reproducing the issue.
From what I can see, the only way Adobe can reproduce the issue is if one of the Adobe team members has this issue with specific docuemnts. Adobe support would have to troubleshoots that computer under that specific Windows Profile.