BUG - "Acrobat Quit Unexpectedly" Message
Adobe Acrobat Reader v2023.006.20320 64 bit.
After the Windows September 2023 updates (Windows 11 Pro 22H2 22621.2283) I started getting the message "Acrobat quit unexpectedly" message.
I get this message several times a day.
I get the error even if I do not do anything related to Adobe Reader DC.
I have a feeling this is related to the "Enable PDF thumbnail previews in Windows Explorer". I am saying this because if I turn off that setting, I do not get the error.
I tried the troubleshooting steps but that did not help.
Following the suggestion to enable the CrashDumps did not help. No CrashDumps are created when this message pops up.
I also uninstalled Adobe Reader DC and used the cleanup tool. Then I reinstalled the latest version of Adobe Reader DC and the error message started showing up within minutes.
There is an ongoing thread at https://community.adobe.com/t5/acrobat-reader-discussions/adobe-reader-quit-unexpectedly/td-p/14091441.
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FuzzyJohn commented
BUMMER !!!
After 14 hours the error popup came back. I started the computer, did a little work in Microsoft Access and then I noticed the error popup grinning at me. Back to setting 'bDisableSuggestWorkaroundsAtLaunch' to 1.
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FuzzyJohn commented
After about 8 hours with latest solution, I'll go on a limb and say that IT IS WORKING!
The solution can be found in https://community.adobe.com/t5/acrobat-discussions/annoying-pop-up-quit-error-message-when-opening-files/m-p/14099274, posted by @jaynixx:
<quote>
I used a modified version of solution #3 from https://helpx.adobe.com/acrobat/kb/acrobat-dc-crashes-on-windows-os.html - my preferences already had protected view turned off so I disabled Protected Mode at startup, quit the program & restarted then enabled the mode again (while leaving Protected View turned Off) and restarted once more. I haven't had the pop-up message again since then.
By jaynixx
<end quote>I just want to add here that if you used the 'bDisableSuggestWorkaroundsAtLaunch' value in the registry, either delete it or set it's data to 0 (zero).
It seems like toggling the "Enable Protected Mode at startup" OFF and back ON could fix an Adobe setting which might have gotten corrupted somehow.
I have more than 8 hours of running without that pesky error popup.
Thanks @jaynixx !
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FuzzyJohn commented
@Karen Pryor
First, a disclaimer: I am not affiliated with Adobe, so it is possible that not everything I am saying is correct.
1. You say that "these did not exist: AVGeneral\CrashDataAtLaunch". Which part did not exist? AVGeneral or CrashDataAtLaunch or both?
If AVGeneral did not exist then you could have a bigger problem and probably would benefit from uninstalling your Adobe product, using the cleaning tool appropriate for your product and finally reinstalling the 32-bit or 64-bit version appropriate for your operating system.
If CrashDataAtLaunch did not exist, it is possible that you are looking at the wrong registry key. Make sure that the registry path you are looking at is Adobe\Adobe Acrobat\DC\AVGeneral. If you previously had the 32-bit version, which at some point was upgraded to 64-bit, you also have the following path: Adobe\Acrobat Reader\DC\AVGeneral. This one does not have CrashDataAtLaunch. If you create the bDisableSuggestWorkaroundsAtLaunch value here I do not think it will have any effect. That value should be created in Adobe\Adobe Acrobat\DC\AVGeneral\CrashDataAtLaunch. See the attached image.2. Notice that above I mentioned the bDisableSuggestWorkaroundsAtLaunch value, without being enclosed inside ' and '. Just in case when you created the value and the name included the 2 ' marks, just rename the value to remove them and, if the value is at the correct location, it should work.
3. You are using the word "crash". Did your Adobe actually crash or you just got the annoying popup message? If you have an actual crash then you may have another issue. The popup message I originally mentioned appears to be benign and annoying. I have not encountered any detrimental signs in the use of my Adobe Reader DC because of this message. Also, after followng Adobe's recommendation to enable the creation of crash logs has not produced any such logs when the message comes up.
And finally... I am currently investigating another solution to eliminate this annoying popup. So far it looks promising and if it stays this way for a day or two I'll post it here.
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Karen Pryor commented
Hi Aakash,
We set 'bDisableSuggestWorkaroundsAtLaunch' to 1 however this still caused Adobe to crash. For my particular user, I had to create the following parts of the key as these did not exist: AVGeneral\CrashDataAtLaunch
After FuzzyJohn initially mentioning the the update may have fixed it we reverted back and set 1 or set 0 does not prevent Adobe from crashing with the most recent update
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FuzzyJohn commented
Unfortunately after a computer shutdown and restart the error is back. I got the error after saving a PDF file to which I added a comment and closing Adobe Acrobat Reader.
I will set the 'bDisableSuggestWorkaroundsAtLaunch' value back to 1.
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FuzzyJohn commented
Looks like the update released today (2023.006.20360) fixes this problem.
Immediately after the update I went into the Registry Editor and changed the 'bDisableSuggestWorkaroundsAtLaunch' value to 0 (zero), which is the same as deleting it. As an extra measure I restarted the computer. So far no "Acrobat quit unexpectedly" message. I have the "Enable PDF thumbnail previews in Windows Explorer" setting enabled in Adobe Reader DC Preferences. -
Hi everyone,
Thanks for reaching out to us!
Could you please perform the following workaround which is to set 'bDisableSuggestWorkaroundsAtLaunch' in Registry editor at 'Computer\HKEY_CURRENT_USER\SOFTWARE\Adobe\Adobe Acrobat\DC\AVGeneral\CrashDataAtLaunch' to 1 and let us know if you're facing this issue again
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Florian Neumann commented
This affects multiple customers... so annoying!
Please Adobe, read community-post and provide a reliable fix for this! -
Karen Pryor commented
Just to add this is happening for both Acrobat Pro and Adobe Reader.
We are having the issue with Acrobat Pro. This has been completely reinstalled, including the removal of the CC application and using the CC cleaner to remove.
Explorer thumbnails were not enabled and all other tips in the thread did not remedy it.
Is this being investigated/worked on? It seems to be intermittent for us and not when a particular action takes place