Acrobat Reader DC crash on open, user-specific

Forum|Forum|6 years ago
October 22, 2019
2 replies
1194 views

I've got a user whose Acrobat Reader crashes on open. Never allows you any interaction with the application before the crash.

Uninstalled and reinstalled with no effect.

Only affects this user, does not happen if I log in as admin.

Event viewer message:

Faulting application name: AcroRd32.exe, version: 19.21.20047.26424, time stamp: 0x5da0ddadFaulting module name: AcroRd32.exe, version: 19.21.20047.26424, time stamp: 0x5da0ddadException code: 0x40000015Fault offset: 0x00119641Faulting process id: 0x25d4Faulting application start time: 0x01d588e968a5c44fFaulting application path: C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AcroRd32.exeFaulting module path: C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AcroRd32.exeReport Id: a6ee2dac-f4dc-11e9-ab0b-4c3488122ddd

If anyone has a clue what's going on, I'd appreciate any assistance.

Thanks!

This topic has been closed for replies.

R

Rohit AnandT3

Adobe Employee

Hi PhydeuxLPC

Sorry for the inconvenience caused.Can you please share the application crash dump for further analysis

You can refer the steps mentioned at https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html for getting the dumps.

Thanks,

Rohit

(Adobe Acrobat Desktop Team)

P

PhydeuxLPCAuthor

Participant

Sorry for the delay, the user was out of the office for a few days. I've got a fresh crash dump for your perusal but I see no way to attach it to this comment thread.

Afternoon edit: I now have a second user with the same sort of behavior, only with his, he gets his file to open and then after about 15 seconds it crashes in the same manner as the first.