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December 27, 2016
Answered

Acrobat Reader DC crashes when attempting to search the document

  • December 27, 2016
  • 1 reply
  • 1263 views

Acrobat Support, please can you help me solve this problem?

I have version 15.020.20042 running on Windows 7, 64 bit.

*Every time* I search a document it crashes with this log:

Problem signature:
  Problem Event Name: BEX
  Application Name: AcroRd32.exe
  Application Version: 15.20.20042.8920
  Application Timestamp: 5811d4c2
  Fault Module Name: StackHash_0a9e
  Fault Module Version: 0.0.0.0
  Fault Module Timestamp: 00000000
  Exception Offset: 00000000
  Exception Code: c0000005
  Exception Data: 00000008
  OS Version: 6.1.7601.2.1.0.256.48
  Locale ID: 2057
  Additional Information 1: 0a9e
  Additional Information 2: 0a9e372d3b4ad19135b953a78882e789
  Additional Information 3: 0a9e
  Additional Information 4: 0a9e372d3b4ad19135b953a78882e789

Read our privacy statement online:
  http://go.microsoft.com/fwlink/?linkid=104288&clcid=0x0409

If the online privacy statement is not available, please read our privacy statement offline:
  C:\Windows\system32\en-US\erofflps.txt

I have attempted to repair it via the control panel: no change. I have even attempted to uninstall it and I get:

"The system administrator has set policies to prevent this installation." I am logged on as an administrator.

Thank you for your help,

Chris

    This topic has been closed for replies.
    Correct answer AkanchhaS8194121

    Hi Chrisa3602163,

    Open Acrobat Reader DC> Edit (top left side)> Preferences> Search >Uncheck Fast Finding or Purge cache content.

    and then try again and see if that helps.

    Regards,

    Akanchha

    1 reply

    AkanchhaS8194121
    AkanchhaS8194121Correct answer
    Legend
    December 28, 2016

    Hi Chrisa3602163,

    Open Acrobat Reader DC> Edit (top left side)> Preferences> Search >Uncheck Fast Finding or Purge cache content.

    and then try again and see if that helps.

    Regards,

    Akanchha

    December 30, 2016

    Hi Akanchha,

    Thank you for your response. Purging the cache as you described worked and I can search OK again.

    Regards,

    Chris

    AkanchhaS8194121
    Legend
    December 30, 2016

    Good to hear that.

    Let us know if there is any further assistance is required.