Skip to main content
J
jamesa56198357
Participant
December 7, 2017
Question

Acrobat Reader DC, 64bit windows 10, StackHash_#### crashes

  • December 7, 2017
  • 1 reply
  • 3379 views

Hi all,

Our company has recently upgraded to windows 10, and we are seeing a large amount of crashes with Acrobat Reader DC.

The crashes are repeatable on the Continuous Release - version 2018.009.20044

The crashes are not tied to particular documents but occur at random, typically while users are opening and closing multiple documents.

The fault module is consistently StackHash_####

Searching the forums there are some old threads about StackHash, but I haven't been able to locate a fix.

The install has been repaired, crashes persist.

Version=1

EventType=APPCRASH

EventTime=131570775179703652

ReportType=2

Consent=1

UploadTime=131570775183350183

ReportIdentifier=82b5efd1-dadf-11e7-8bb9-f8633f4ef19b

IntegratorReportIdentifier=3690d8fa-1ecc-43f1-8b10-ade633dc5a9d

WOW64=1

NsAppName=AcroRd32.exe

AppSessionGuid=000032c0-0001-002f-53f0-649aeb6ed301

TargetAppId=W:00069122786c41ef650bd4c12d9a1c6c8fb300000904!0000897f79d95a8c3d9e3a78830615f1cee079bfafd2!AcroRd32.exe

TargetAppVer=2017//11//04:20:06:42!22a6b5!AcroRd32.exe

BootId=4294967295

Response.BucketId=3eb474f9302376531fd4fb696037766b

Response.BucketTable=1

Response.LegacyBucketId=2293734540242810475

Response.type=4

Sig[0].Name=Application Name

Sig[0].Value=AcroRd32.exe

Sig[1].Name=Application Version

Sig[1].Value=18.9.20044.55097

Sig[2].Name=Application Timestamp

Sig[2].Value=59fe1dd2

Sig[3].Name=Fault Module Name

Sig[3].Value=StackHash_0533

Sig[4].Name=Fault Module Version

Sig[4].Value=10.0.14393.1715

Sig[5].Name=Fault Module Timestamp

Sig[5].Value=59b0d8f3

Sig[6].Name=Exception Code

Sig[6].Value=c0000374

Sig[7].Name=Exception Offset

Sig[7].Value=PCH_38_FROM_ntdll+0x0006EB2C

Any help would be greatly appreciated.

Thanks!

James

    This topic has been closed for replies.

    1 reply

    Adorobat
    Adorobat
    Participating Frequently
    December 7, 2017

    Hi James,

    Could you try installing the latest patch (18.009.20050) for Reader and check if that resolves the issue? To download the patch, click check for updates under help menu. You may also download the update manually using this link: 18.009.20050 Optional update, November 29, 2017 — Acrobat and Adobe Reader Release Notes

    Reboot the machine once and try again.

    Let us know if that helps.

    Shivam

    J
    jamesa56198357Author
    Participant
    December 11, 2017

    Hi Shivam,

    I updated to 18.009.20050 and opened a bunch of pdf documents, I received a message that I had opened the maximum number of concurrent documents, closed a few, opened few more and browsed around. This seemed to be better performance.

    I exited Adobe Reader, and selected close all documents. Adobe began closing each tab, however before finishing I got the "(not responding)" message in the title bar for a few moments then Adobe crashed.

    Looking at Windows Error Reporting logs shows the stackhash error once again.

    Version=1

    EventType=APPCRASH

    EventTime=131574291061801912

    ReportType=2

    Consent=1

    UploadTime=131574291065434242

    ReportIdentifier=1d98d5fa-de12-11e7-8bb9-f8633f4ef19b

    IntegratorReportIdentifier=fb341e58-c636-47f0-a83a-766f9c9cf783

    WOW64=1

    NsAppName=AcroRd32.exe

    AppSessionGuid=000001c0-0001-002f-29cb-f3e51d72d301

    TargetAppId=W:00066861560bb7e3985e0bd61e0e9257c86200000904!000014c10eb00e59cb9407b94a4a119636cead1cb4dc!AcroRd32.exe

    TargetAppVer=2017//11//27:20:21:25!2281e6!AcroRd32.exe

    BootId=4294967295

    1. Response.BucketId=09b0e719eb8c08a02d6815f782dc42d9
    2. Response.BucketTable=1
    3. Response.LegacyBucketId=2118967777474396889
    4. Response.type=4

    Sig[0].Name=Application Name

    Sig[0].Value=AcroRd32.exe

    Sig[1].Name=Application Version

    Sig[1].Value=18.9.20050.57426

    Sig[2].Name=Application Timestamp

    Sig[2].Value=5a1c73c5

    Sig[3].Name=Fault Module Name

    Sig[3].Value=StackHash_560e

    Sig[4].Name=Fault Module Version

    Sig[4].Value=10.0.14393.1715

    Sig[5].Name=Fault Module Timestamp

    Sig[5].Value=59b0d8f3

    Sig[6].Name=Exception Code

    Sig[6].Value=c0000374

    Sig[7].Name=Exception Offset

    Sig[7].Value=PCH_38_FROM_ntdll+0x0006EB2C

    DynamicSig[1].Name=OS Version

    DynamicSig[1].Value=10.0.14393.2.0.0.256.125

    DynamicSig[2].Name=Locale ID

    DynamicSig[2].Value=3081

    DynamicSig[22].Name=Additional Information 1

    DynamicSig[22].Value=560e

    DynamicSig[23].Name=Additional Information 2

    DynamicSig[23].Value=560e23789839283ed968ed4d135072a3

    DynamicSig[24].Name=Additional Information 3

    DynamicSig[24].Value=64f4

    DynamicSig[25].Name=Additional Information 4

    DynamicSig[25].Value=64f45f43c5431d710138e329c5125774

    UI[2]=C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AcroRd32.exe

    Kind regards,

    James

    Adorobat
    Adorobat
    Participating Frequently
    December 12, 2017

    Thanks for the information, James.

    Please try following troubleshooting steps:

    1- Uninstall Reader using cleaner tool which you can download from here: Download Adobe Reader and Acrobat Cleaner Tool - Adobe Labs

    2- Reboot the machine,

    3- Download Reader DC from here: Adobe - Adobe Acrobat Reader DC Distribution

    4- Reboot the machine and try again.

    Keep us posted with the results.

    Shivam

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