Re: Acrobat Reader DC has stopped working

richardr99 · ‎Nov 18, 2016

Hi bruceh16149490. I had to uninstall the Acer Display Management software. It uninstalled the Pivot Software. If that still does not allow you to uninstall, you may have to go into C:\Program Files (x86)\Portrait Displays\Pivot Software and rename winphook.dll so that the Pivot software can't run, then do the uninstall.

richardr99 · ‎Nov 10, 2016

The problem was traced to a program called Portrait Displays/ Pivot Software (at this location: C:\Program Files (x86)\Portrait Displays\Pivot Software). I have an Acer Display and this program was included in the Acer Display Management. Removing the Pivot Software (or the Acer Display Manager) resolved the problem.

richardr99 · ‎Oct 06, 2016

Yes, still occurring

richardr99 · ‎Oct 05, 2016

For those who are following this thread because they have the same problem, I have not heard from Adobe for some time now so I have no update on whether a fix is even being developed.

richardr99 · ‎Sep 09, 2016

Hi Shivam, I've replied to the private message. I created a new account on Windows. Reader crashes on that new account as well. Just so you know, this machine was upgraded from Windows 7. After the upgrade, a number of programs did not work. I contacted Microsoft and they had me create a new account and then delete my old account. So, then I had to reinstall pretty much every program from scratch. All of them worked, except Adobe Reader DC. I then uninstalled Reader DC and installed Reader XI, which worked correctly. However, Reader forced an update to DC and here I am with a crashing Reader unless I disable protected mode. I've even gone through the process of uninstalling Reader DC, then ensuring that no directories for "Adobe" exist under \Users and that the registry is clean (cclean). Then reinstalling Reader DC, which fails the same way. Thanks, Richard

richardr99 · ‎Sep 08, 2016

Hi Shivam, If I try running Reader as administrator, it just crashes the same way."DEP for essential Windows programs and services only" was already set on, so it didn't fix the problem. Crash when running as administrator has the following in the event log: Faulting application name: AcroRd32.exe, version: 15.17.20050.61080, time stamp: 0x5774facd Faulting module name: ntdll.dll, version: 10.0.14393.103, time stamp: 0x57b7e09e Exception code: 0xc000000d Fault offset: 0x000ec2c8 Faulting process id: 0xd18 Faulting application start time: 0x01d209f3e84f45bb Faulting application path: C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AcroRd32.exe Faulting module path: C:\WINDOWS\SYSTEM32\ntdll.dll Report Id: 6d3ccf52-291a-4017-9d99-458a2727766f Faulting package full name: Faulting package-relative application ID:

richardr99 · ‎Sep 05, 2016

Hi Shivam, Went through all of the items in Protected Mode troubleshooting | Adobe Reader and was not able to correct the problem of Reader crashing. Turning off Norton Antivirus did not help, no P11 smart card, local drive, not running in compatibility mode, etc. Thank you, Richard

richardr99 · ‎Sep 03, 2016

So it seems that the problem is "protected mode". Since adobe acrobat reader crashes as soon as it is started, it is not possible to turn of protected mode from within the edit->preferences->security(enhanced) setting. I had to use regedit. Go to "Computer\HKEY_CURRENT_USER\SOFTWARE\Adobe\Acrobat Reader\DC\Privileged" and modify the "bProtectedMode" DWORD value from "1" to "0". Now the reader will start and can be used. So the question is, why is protected mode crashing? Can Adobe fix this? Thank you, Richard

richardr99 · ‎Sep 02, 2016

Hi Shivam, Since Acrobat Reader crashes as soon as it is started, I could not see if Protected Mode is enabled, nor disable it. I tried all of the other suggestions in all of those posts. None of these fixed the problem. I can go through the steps to generate a .dmp file using procdump if someone will be able to review it. Thank you, Richard

richardr99 · ‎Sep 02, 2016

Windows 10. Reader XI worked fine. Installed Reader DC and it gives "Adobe Acrobat Reader DC has stopped working" with "A problem caused the program to stop working correctly." Uninstalled and reinstalled. Same problem. Ran the Adobe Reader and Acrobat Cleaner Tool. Reinstalled. Same problem. Ran as administrator. Same problem. Event log shows: Faulting application name: AcroRd32.exe, version: 15.17.20050.61080, time stamp: 0x5774facd Faulting module name: AcroRd32.exe, version: 15.17.20050.61080, time stamp: 0x5774facd Exception code: 0xc0000409 Fault offset: 0x000eaa9d Faulting process id: 0x233c Faulting application start time: 0x01d205455d6e9f6d Faulting application path: C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AcroRd32.exe Faulting module path: C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AcroRd32.exe Report Id: 82f1a57d-5832-479a-8763-c0b11390677e Faulting package full name: Faulting package-relative application ID: and Faulting application name: AcroRd32.exe, version: 15.17.20050.61080, time stamp: 0x5774facd Faulting module name: unknown, version: 0.0.0.0, time stamp: 0x00000000 Exception code: 0xc0000008 Fault offset: 0x89f48c7a Faulting process id: 0x233c Faulting application start time: 0x01d205455d6e9f6d Faulting application path: C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AcroRd32.exe Faulting module path: unknown Report Id: 6d7affda-58a6-4b97-a19d-a6dc269b32e6 Faulting package full name: Faulting package-relative application ID:

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