Collect logs when Acrobat/Reader crashes or freezes

When Acrobat/Reader crashes, freezes, or hangs, you can create a process dump that helps debug the cause. The process dump is a snapshot of the application at the point when it crashes or freezes.

  • Crash - A crash is when the application or the system stops working and then closes.
  • Hang/Freeze - A hang or freeze occurs when either an application or the system ceases to respond to user inputs.

Collecting logs when Acrobat/Reader crashes

If Acrobat/Reader application crashes frequently, crash logs are required to help diagnose the issue. Crash logs contain information about what the app was doing preceding the crash. 

On Windows

You can collect the crash logs using any of the following methods:

On macOS

You can collect the crash logs using any of the following methods:

Collecting logs when Acrobat/Reader hangs or freezes

If Acrobat/Reader application hangs or freezes frequently, application dump files are required to help diagnose the issue.

On Windows

On macOS

Send detailed information to Adobe

The following information is required when you submit the logs to Adobe Support:

  • Provide a detailed description. If you can consistently reproduce the problem with specific steps, list the steps in detail. Even if exact sequence of steps is not known, provide as much detail as you can about what you were doing when the problem occurred.
    For example, what operation were you performing when the problem occurred? What type of document were you using? Did you recently use any plug-ins? If the problem is specific to a particular file, feel free to share the file via Adobe Document Cloud, Adobe Creative Cloud, Dropbox, or some other file sharing service and include a link to the file in the problem description.
  • Include your email address. Engineering team might want to contact you to collect more information, or the team can notify you of a fix or a workaround via email.
  • Always send crash reports to Adobe. There is a preference in Acrobat to Always send crash reports automatically to Adobe.

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