Skip to main content
T
tcbep2
Known Participant
February 27, 2019
Question

Acrobat error when closing a PDF

  • February 27, 2019
  • 6 replies
  • 4821 views

I just upgraded a couple workstations in our institution to Windows 10 Pro 1809 from 1709 to test the new OS version. Users are getting an error when closing a PDF document viewed from the internet or outlook. Shared drives seem to be OK. I narrowed it down to protected mode after troubleshooting and searching for similar issues online. If I disable protected mode Reader does not error out. I can't leave it disabled due to the type of data we handle.

I tried to repair Reader, and reinstall it. I removed the Adobe folders located under Appdata in an attempt to remove stale files. I swapped windows.storage.dll with a known working file. DISM /Online /Cleanup-Image /CheckHealth did not report any issues. An SFC scan on one PC found duplicate permissions which were corrected. I tried to disable Bitdefender, and even uninstalled it to test. Despite all this the issue remains.

Does anyone have any recommendations?

Adobe Acrobat Reader DC (19.010.20098)

Faulting application name: AcroRd32.exe, version: 19.10.20098.54430, time stamp: 0x5c6af49e

Faulting module name: windows.storage.dll, version: 10.0.17763.168, time stamp: 0x0b8e7c00

Exception code: 0xc0000005

Fault offset: 0x00232c21

Faulting process id: 0x1028

Faulting application start time: 0x01d4cedc499180c8

Faulting application path: C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AcroRd32.exe

Faulting module path: C:\WINDOWS\System32\windows.storage.dll

Report Id: 207b4bdc-b34b-4c8c-b5e4-6ff4e86dd39c

Faulting package full name:

Faulting package-relative application ID:

    This topic has been closed for replies.

    6 replies

    T
    tcbep2Author
    Known Participant
    August 9, 2019

    Upgrading to Windows 1903 seems to have resolved the issue.

    AnandSri
    AnandSri
    Legend
    April 11, 2019

    Hi!

    The new version of Acrobat and Reader DC is available, please install the latest patch from help menu>select check for updates, reboot the machine and check the functionality.

    You may also download and install the latest patch from DC Release Notes — Release Notes for Acrobat DC Products

    Thanks,

    Anand Sri.

    T
    tcbep2Author
    Known Participant
    April 11, 2019

    Hello,

    Unfortunately, we're still seeing the error after updating. I'd be happy to supply a dump file and logs.

    Faulting application name: AcroRd32.exe, version: 19.10.20099.60178, time stamp: 0x5c993e0a

    Faulting module name: windows.storage.dll, version: 10.0.17763.348, time stamp: 0x62f7e287

    Exception code: 0xc0000005

    Fault offset: 0x0013f7f9

    Faulting process id: 0x2e20

    Faulting application start time: 0x01d4f0a4dd00c715

    Faulting application path: C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AcroRd32.exe

    Faulting module path: C:\WINDOWS\System32\windows.storage.dll

    Report Id: dabe04d0-4f6a-471f-8779-f5db6e5489b0

    Faulting package full name:

    Faulting package-relative application ID:

    christianj59290353
    christianj59290353
    Participant
    April 25, 2019

    Hi,

    I can confirm that the newer Version 19.10.20099.xxxxx got the same issue:

    Name der fehlerhaften Anwendung: AcroRd32.exe, Version: 19.10.20099.60178, Zeitstempel:0x5c993e0a

    Name des fehlerhaften Moduls: windows.storage.dll, Version: 10.0.17763.404, Zeitstempel: 0x280438db

    Ausnahmecode:0xc0000005

    Fehleroffset:0x002337b1

    ID des fehlerhaften Prozesses: 0xcd0

    Startzeit der fehlerhaften Anwendung: 0x01d4fb5477a60650

    Pfad der fehlerhaften Anwendung: C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AcroRd32.exe

    Pfad des fehlerhaften Moduls: C:\WINDOWS\System32\windows.storage.dll

    Berichtskennung: 6f43b89e-78d4-4b26-bde8-6eeef335de94

    Vollständiger Name des fehlerhaften Pakets:

    Anwendungs-ID, die relativ zum fehlerhaften Paket ist:

    System Info:

    Windows 10 Enterprise/Pro, 1709 and 1809 with up to date Windows Updates

    E
    eeeeeeeeeeeeeeeeeeeeeee4
    Participant
    March 29, 2019

    Getting the same crashes on a windows 7 machine with similarbehavior.

    Should be noted, this is the first google response to the crash.

    A
    ace10
    Participant
    March 28, 2019

    We are experiencing the same on Win 10 1809, in our case it happens very randomly when closing PDFs:

    Faulting application name: AcroRd32.exe, version: 19.10.20098.54430, time stamp: 0x5c6af49e

    Faulting module name: windows.storage.dll, version: 10.0.17763.348, time stamp: 0x62f7e287

    Exception code: 0xc0000005

    Fault offset: 0x00233747

    Faulting process id: 0x1100

    Faulting application start time: 0x01d4e54cdd28ad4a

    Faulting application path: C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AcroRd32.exe

    Faulting module path: C:\WINDOWS\System32\windows.storage.dll

    Report Id: 4b3ddbdf-a4f7-479b-b6c5-004f890200de

    Faulting package full name:

    Faulting package-relative application ID:

    P
    philk20894436
    Participant
    March 5, 2019

    I'm having precisely the same issue.  We access our SharePoint Online sites via Windows Explorer and I think it may be related to that specific type of access may be exacerbating the issue for us.  I have not disabled Protected Mode, but like @tcbep2, I don't see that as a solution even if it does relieve us of the crashes.

    Faulting application name: AcroRd32.exe, version: 19.10.20098.54430, time stamp: 0x5c6af49e

    Faulting module name: windows.storage.dll, version: 10.0.17763.168, time stamp: 0x0b8e7c00

    Exception code: 0xc0000005

    Fault offset: 0x00232c21

    Faulting process id: 0x3c0

    Faulting application start time: 0x01d4d3666455030f

    Faulting application path: C:\Program Files (x86)\Adobe\Acrobat DC\Acrobat\AcroRd32.exe

    Faulting module path: C:\WINDOWS\System32\windows.storage.dll

    Report Id: 62c1988e-8407-441a-ab6b-44203606d623

    Faulting package full name:

    Faulting package-relative application ID:

    T
    tcbep2Author
    Known Participant
    February 28, 2019

    I generated a dump file that I'd like to provide to a staffer.

    Terms & ConditionsAccessibility statement
    Using the community Terms of use Privacy Cookie preferences Do not sell or share my personal information ad choicesAdChoices