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RzrLA9212
RzrLA9212
Participant
February 19, 2019
Question

Acrobat Reader DC issue when using Fill & Sign, typing freezes, white box appears and Reader DC closes on it's own.

  • February 19, 2019
  • 3 replies
  • 2059 views

While using Acrobat Reader DC and Fill & sign to fill out a form, the following will randomly happen. I will have a form open, typing as usual, then suddenly the typing will freeze, a white box appears, then Reader DC closes on it's own. I have done the repair, uninstalled and installed Acrobat Reader twice, and have updated the application, yet the problem still persists. I may be able to type 5-6 forms (working on a genealogy project, so there are lots of forms to fill out), and have no issues at all. Sometimes I've been able to go several hours with no problems. But, when the problem occurs, I can not type that particular word into the form again, or Reader DC will freeze and close again. For instance, on the most recent "freeze and close" I was typing the name "Otto", it would only allow me to type "Ott, then it would freeze typing, the white box appears and a second or two later, Reader closes on it's own. The occurrence before that I was typing a 4 digit year. This problem has been happening for a few weeks.

This topic has been closed for replies.

3 replies

S
Adobe Employee
sangrover
Adobe Employee
February 20, 2019

Hi RzrLA9212,

You can share the session information and the file dump by uploading them to Document cloud and then share a link with us.

You can also directly mail me at sagrover@adobe.com.

Regards,

Sandeep

S
Adobe Employee
sangrover
Adobe Employee
February 19, 2019

Hi RzrLA9212 / lexilovell,

Thanks for reporting the issue and we are sorry for the inconvenience caused to you. In order to find the root cause of the issue, I request you to please share the below data :

1. Please provide Fiddler Logs. Below are the steps:

• Download fiddler from: https://www.telerik.com/download/fiddler
• Run fiddler and go to ‘Tools→Options’
• In HTTPS tab, ensure the checkboxes are checked: ‘Capture HTTPs connects’ and ‘Decrypt HTTPs traffic’.
• Now let fiddler run and launch Acrobat and perform the same operation which causes Acrobat to crash.
• Once complete do a save of data by ‘File→Save→All sessions’.
• Please share this data.

2. Kindly enable automatic crash dump generation on your machine by following the below steps :

• Download the dump generation reg file from https://files.acrobat.com/a/preview/0ce1df07-ddd3-4b8f-9bda-13ce2260a198.
• Double click and run the dump.reg file.
• Once the registry is successfully applied, the crash dumps will get generated in “C:\dumps” folder.
• Try to reproduce the crash in Reader/Acrobat and share the dump with us.

Please let me know in case of any concerns.

Regards,
Sandeep Grover

RzrLA9212
RzrLA9212Author
Participant
February 19, 2019

I'm trying to navigate through the instructions you left, hopefully this is what you need...

Request Count:   605

Unique Hosts:    51

Bytes Sent:      137,069        (headers:128,072; body:8,997)

Bytes Received:  167,767        (headers:116,146; body:51,621)

ACTUAL PERFORMANCE

--------------

Requests started at:        13:14:23.824

Responses completed at:    13:39:16.297

Sequence (clock) duration:    00:24:52.473

Aggregate Session duration:    15:36:18.806

DNS Lookup time:        11,295ms

TCP/IP Connect duration:    264,558ms

HTTPS Handshake duration:    836ms

RESPONSE CODES

--------------

HTTP/200:     587

HTTP/502:     9

HTTP/504:     6

HTTP/206:     3

RESPONSE BYTES (by Content-Type)

--------------

                ~headers~: 116,146

               image/jpeg: 22,755

                 text/xml: 19,659

application/ocsp-response: 4,239

                text/html: 3,072

               text/plain: 1,896

REQUESTS PER HOST

--------------

                   files.acrobat.com: 141

                   cloud.acrobat.com: 33

                fillsign.acrobat.com: 30

               createpdf.acrobat.com: 24

                    sstats.adobe.com: 24

                      hbrt.adobe.com: 21

  files-download2.acrocomcontent.com: 21

                    forums.adobe.com: 21

      watson.telemetry.microsoft.com: 18

                     bam.nr-data.net: 15

                wwwimages2.adobe.com: 15

                   account.adobe.com: 12

                     notify.adobe.io: 12

             cc-api-behance.adobe.io: 12

                     dc-api.adobe.io: 12

         api.na1.documents.adobe.com: 12

                    api.echosign.com: 12

                      a5.behance.net: 12

                        l.betrad.com: 9

     webadvisorc.rest.gti.mcafee.com: 9

                cc-api-data.adobe.io: 9

                    adobe.demdex.net: 9

                   ocsp.digicert.com: 9

                       p.typekit.net: 9

                 assets.adobedtm.com: 6

       v10.events.data.microsoft.com: 6

              ans.oobesaas.adobe.com: 6

        cdn.content.prod.cms.msn.com: 6

       v20.events.data.microsoft.com: 6

            canonicalizer.ucsuri.tcs: 6

                     use.typekit.net: 6

                    www.fiddler2.com: 5

                  api.demandbase.com: 3

     client-office365-tas.msedge.net: 3

               config.edge.skype.com: 3

      nexusrules.officeapps.live.com: 3

          officeclient.microsoft.com: 3

  tile-service.weather.microsoft.com: 3

                     hbrcv.adobe.com: 3

         img-s-msn-com.akamaized.net: 3

                      dpm.demdex.net: 3

              ims-na1.adobelogin.com: 3

                   polka.typekit.com: 3

             performance.typekit.net: 3

                 acp-ss-ue1.adobe.io: 3

ss-prod-ue1-notif-30.aws.adobess.com: 3

                   genuine.adobe.com: 3

                  acc-learn.adobe.io: 3

       apidata.googleusercontent.com: 3

                     cdn.onenote.net: 3

                 accounts.google.com: 3

ESTIMATED WORLDWIDE PERFORMANCE

--------------

The following are VERY rough estimates of download times when hitting servers based in Seattle.

US West Coast (Modem - 6KB/sec)

    RTT:        60.50s

    Elapsed:    110.50s

Japan / Northern Europe (Modem)

    RTT:        90.75s

    Elapsed:    140.75s

China (Modem)

    RTT:        272.25s

    Elapsed:    322.25s

US West Coast (DSL - 30KB/sec)

    RTT:        60.50s

    Elapsed:    70.50s

Japan / Northern Europe (DSL)

    RTT:        90.75s

    Elapsed:    100.75s

China (DSL)

    RTT:        272.25s

    Elapsed:    282.25s

________________

Learn more about HTTP performance at http://fiddler2.com/r/?HTTPPERF

This is the information that I got from the dump file:

Windows Registry Editor Version 5.00

[HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\Windows Error Reporting\LocalDumps]

"DumpFolder"=hex(2):43,00,3a,00,5c,00,64,00,75,00,6d,00,70,00,73,00,00,00

"DumpType"=dword:00000002

RzrLA9212
RzrLA9212Author
Participant
February 19, 2019

I even upgraded to Acrobat Pro DC last night, I uninstalled the previous version of Acrobat Reader DC that I had and installed the new one. Same issue happening, only now I'm paying for something that doesn't even work properly.

lexilovell
lexilovell
Participant
February 19, 2019

This has only started for me today. It is only allowing me to type a few things in before crashing. This is not helpful when I am having to use the program daily for work. Have Adobe said that anything is happening to fix this? I'm glad I'm not the only one this is occurring with. I tried updating (at the latest version of Adobe now), restarting, etc. and this has not helped at all.

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