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29cda0a7
Participant
December 18, 2025
Question

Adobe Acrobat Reader 2025.001.20997, crashes upon viewing any PDF file. OS - Windows 11 24H2

  • December 18, 2025
  • 1 reply
  • 1577 views

Hi,

 

Few days ago I have received reports that Adobe Reader is crashing while viewing any type of PDF documents. The document would load fine and after a few minutes the Reader window would stop responding.

 

OS - Windows 11 24H2 (26100.7462), on-premises domain joined with Microsoft Security Baseline policies applied. Attached is the Sysinfo.

 

Crash dump - https://we.tl/t-xXPZo4v846

 

WinDbg shows the following information:

************* Preparing the environment for Debugger Extensions Gallery repositories **************
   ExtensionRepository : Implicit
   UseExperimentalFeatureForNugetShare : true
   AllowNugetExeUpdate : true
   NonInteractiveNuget : true
   AllowNugetMSCredentialProviderInstall : true
   AllowParallelInitializationOfLocalRepositories : true
   EnableRedirectToChakraJsProvider : false

   -- Configuring repositories
      ----> Repository : LocalInstalled, Enabled: true
      ----> Repository : UserExtensions, Enabled: true

>>>>>>>>>>>>> Preparing the environment for Debugger Extensions Gallery repositories completed, duration 0.000 seconds

************* Waiting for Debugger Extensions Gallery to Initialize **************

>>>>>>>>>>>>> Waiting for Debugger Extensions Gallery to Initialize completed, duration 0.047 seconds
   ----> Repository : UserExtensions, Enabled: true, Packages count: 0
   ----> Repository : LocalInstalled, Enabled: true, Packages count: 46

Microsoft (R) Windows Debugger Version 10.0.29482.1003 AMD64
Copyright (c) Microsoft Corporation. All rights reserved.


Loading Dump File [C:\Users\kristaps.esterlins\Downloads\Acrobat.DMP]
User Mini Dump File with Full Memory : Only application data is available


************* Path validation summary **************
Response                         Time (ms)     Location
Deferred                                       srv*
Symbol search path is: srv*
Executable search path is: 
Windows 10 Version 26100 MP (14 procs) Free x64
Product: WinNt, suite: SingleUserTS
Edition build lab: 26100.1.amd64fre.ge_release.240331-1435
Debug session time: Thu Dec 18 09:57:39.000 2025 (UTC + 2:00)
System Uptime: 0 days 1:21:26.185
Process Uptime: 0 days 1:14:48.000
................................................................
.........
Loading unloaded module list
.........

+------------------------------------------------------------------------+
| This target supports Hardware-enforced Stack Protection. A HW based    |
| "Shadow Stack" may be available to assist in debugging and analysis.   |
| See aka.ms/userhsp for more info.                                      |
|                                                                        |
| dps @ssp                                                               |
|                                                                        |
+------------------------------------------------------------------------+

For analysis of this file, run !analyze -vntdll!NtWaitForMultipleObjects+0x14:
00007ffe`bccc2714 c3              ret
0:000> !analyze -v
................................................................
.........
Loading unloaded module list
.........
*******************************************************************************
*                                                                             *
*                        Exception Analysis                                   *
*                                                                             *
*******************************************************************************


KEY_VALUES_STRING: 1

    Key  : Analysis.CPU.mSec
    Value: 2468

    Key  : Analysis.Elapsed.mSec
    Value: 5490

    Key  : Analysis.IO.Other.Mb
    Value: 0

    Key  : Analysis.IO.Read.Mb
    Value: 1

    Key  : Analysis.IO.Write.Mb
    Value: 0

    Key  : Analysis.Init.CPU.mSec
    Value: 843

    Key  : Analysis.Init.Elapsed.mSec
    Value: 19439

    Key  : Analysis.Memory.CommitPeak.Mb
    Value: 150

    Key  : Analysis.Version.DbgEng
    Value: 10.0.29482.1003

    Key  : Analysis.Version.Description
    Value: 10.2509.29.03 amd64fre

    Key  : Analysis.Version.Ext
    Value: 1.2509.29.3

    Key  : Failure.Bucket
    Value: BREAKPOINT_80000003_Acrobat.dll!Unknown

    Key  : Failure.Exception.Code
    Value: 0x80000003

    Key  : Failure.Hash
    Value: {5898396e-0d2c-f33a-4e32-0359e55ead03}

    Key  : Failure.ProblemClass.Primary
    Value: BREAKPOINT

    Key  : Faulting.IP.Type
    Value: Null

    Key  : Timeline.OS.Boot.DeltaSec
    Value: 4886

    Key  : Timeline.Process.Start.DeltaSec
    Value: 4488

    Key  : WER.OS.Branch
    Value: ge_release

    Key  : WER.OS.Version
    Value: 10.0.26100.1

    Key  : WER.Process.Version
    Value: 25.1.20997.0


FILE_IN_CAB:  Acrobat.DMP

NTGLOBALFLAG:  0

APPLICATION_VERIFIER_FLAGS:  0

EXCEPTION_RECORD:  (.exr -1)ExceptionAddress: 0000000000000000
   ExceptionCode: 80000003 (Break instruction exception)
  ExceptionFlags: 00000000
NumberParameters: 0

FAULTING_THREAD:  2a5c

PROCESS_NAME:  Acrobat.exe

ERROR_CODE: (NTSTATUS) 0x80000003 - {EXCEPTION}  Breakpoint  A breakpoint has been reached.

EXCEPTION_CODE_STR:  80000003

STACK_TEXT:  
00000096`fe2fd778 00007ffe`b9d9df83     : 00000000`00000000 000001ab`5e870db0 00000000`00000000 00000000`00000000 : ntdll!NtWaitForMultipleObjects+0x14
00000096`fe2fd780 00000000`6bcff9ba     : 000001ab`66e25420 000001ab`6489fef0 00000000`00000754 000001ab`689715e0 : KERNELBASE!WaitForMultipleObjectsEx+0x123
00000096`fe2fda70 00000000`6bcff76e     : 00000096`fe2fdc10 00000000`6b7f20f2 00000000`00000000 00000096`fe2fdbe0 : Acrobat!DllCanUnloadNow+0x48f60a
00000096`fe2fdb40 00000000`6bcff091     : 000001ab`6489ff08 00000000`00000000 000001ab`6489fef0 00000000`00000000 : Acrobat!DllCanUnloadNow+0x48f3be
00000096`fe2fdb70 00000000`6c04da41     : 00000000`00000000 00000000`00000000 00000096`fe2fdcb0 00000000`00000000 : Acrobat!DllCanUnloadNow+0x48ece1
00000096`fe2fdbb0 00000000`6c058eef     : 00000096`fe2fe580 00000096`fe2fe650 00000096`fe2fe560 00000096`fe2fe4c0 : Acrobat!AX_PDXlateToHostEx+0x32701
00000096`fe2fe3d0 00000000`6c069b4d     : 00000096`fe2fe580 00000000`6bcfbf06 00000000`00000001 00000096`fe2fe420 : Acrobat!AX_PDXlateToHostEx+0x3dbaf
00000096`fe2fe400 00000000`6c07cb06     : 00000096`fe2fe620 00000000`00000000 00000096`fe2fe580 00000000`6b81c680 : Acrobat!AX_PDXlateToHostEx+0x4e80d
00000096`fe2fe4a0 00000000`6c12d61a     : 00000096`fe2fe580 000001ab`68501ee0 00000096`fe2feb70 00000000`6bdf4fd0 : Acrobat!AX_PDXlateToHostEx+0x617c6
00000096`fe2fe510 00000000`6de8f81a     : 00000000`00000000 00000000`6ce86b60 000001ab`00000000 000001ab`68501ee0 : Acrobat!AX_PDXlateToHostEx+0x1122da
00000096`fe2fe550 00000000`6ba70caf     : 000001ab`00000000 000001ab`68501ee0 000001ab`68971600 000001ab`61ab02c0 : Acrobat!AIDE::PixelPartInfo::PixelPartInfo+0x16bf30a
00000096`fe2fe580 00000000`6bb20c94     : 00000096`fe2fe690 00000000`ffffffff 000001ab`68501ee0 00000000`6b8fda58 : Acrobat!DllCanUnloadNow+0x2008ff
00000096`fe2fe5e0 00000000`6baa2e55     : 000001ab`5ea56cf0 000001ab`68501ee0 000001ab`68501ee0 00000000`00000000 : Acrobat!DllCanUnloadNow+0x2b08e4
00000096`fe2fe680 00000000`6baee92f     : 000001ab`66e26430 00000000`00000000 000001ab`61b10078 000001ab`68501ee0 : Acrobat!DllCanUnloadNow+0x232aa5
00000096`fe2fe6b0 00000000`6ce430a1     : 00000000`00000000 000001ab`68501ee0 00000000`00000000 0000e3d2`a26b3460 : Acrobat!DllCanUnloadNow+0x27e57f
00000096`fe2fe720 00000000`6b8c8fc6     : 000001ab`668565b0 000001ab`668565b0 00000000`00000000 000001ab`668565b0 : Acrobat!AIDE::PixelPartInfo::PixelPartInfo+0x672b91
00000096`fe2fe770 00000000`6ce2b6e8     : 000001ab`68501ee0 000001ab`68501fb8 000001ab`68501ee0 00000000`00000001 : Acrobat!DllCanUnloadNow+0x58c16
00000096`fe2fe880 00000000`6cd9af47     : 000001ab`68501ee0 00007ffe`00000000 000001ab`00000030 00000000`00000000 : Acrobat!AIDE::PixelPartInfo::PixelPartInfo+0x65b1d8
00000096`fe2fe8e0 00000000`6ce446fd     : 000001ab`68500001 00000000`00000401 00000000`00000000 00000000`0000034e : Acrobat!AIDE::PixelPartInfo::PixelPartInfo+0x5caa37
00000096`fe2fea30 00000000`6cda10df     : 000001ab`68501ee0 000001ab`68501ee0 00000000`00000000 000001ab`68501ee0 : Acrobat!AIDE::PixelPartInfo::PixelPartInfo+0x6741ed
00000096`fe2feb30 00000000`6d8888fc     : 000001ab`68501ee0 000001ab`68501ee0 000001ab`6893a330 00000002`00000030 : Acrobat!AIDE::PixelPartInfo::PixelPartInfo+0x5d0bcf
00000096`fe2febd0 00000000`6cda11c7     : 000001ab`68501ee0 000002b1`0000045c 00000000`00000003 00000000`6bb2300f : Acrobat!AIDE::PixelPartInfo::PixelPartInfo+0x10b83ec
00000096`fe2fec30 00000000`6cdaa8cc     : 000001ab`668565b0 00000096`fe2fedd0 00000000`0000ff88 00000000`02b1045c : Acrobat!AIDE::PixelPartInfo::PixelPartInfo+0x5d0cb7
00000096`fe2fec80 00000000`6b8c0480     : 00007ffe`00000003 00000096`fe2fed60 00000000`ff880000 00000096`fe2fed60 : Acrobat!AIDE::PixelPartInfo::PixelPartInfo+0x5da3bc
00000096`fe2fecd0 00000000`6b8be3be     : 00000000`00000000 00000000`ff880000 00000000`00000000 00000000`0000020a : Acrobat!DllCanUnloadNow+0x500d0
00000096`fe2fee50 00007ffe`bb3a7846     : 00000000`00000000 00000096`fe2ff240 00000000`00000001 00000000`0000020a : Acrobat!DllCanUnloadNow+0x4e00e
00000096`fe2feea0 00007ffe`bb3a539d     : 00000096`fe2ff138 00000000`6b8be260 00000000`00010682 00000000`00000000 : user32!UserCallWinProcCheckWow+0x356
00000096`fe2ff000 00000000`6bb2b628     : 00000096`fe2ff138 00000000`00000000 000001ab`6190e030 000001ab`6190e030 : user32!DispatchMessageWorker+0x1dd
00000096`fe2ff080 00000000`6bb2a94c     : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : Acrobat!DllCanUnloadNow+0x2bb278
00000096`fe2ff0d0 00000000`6bb2a821     : 000001ab`6190e030 00000000`00000001 00000000`00000000 00007ff7`98f50000 : Acrobat!DllCanUnloadNow+0x2ba59c
00000096`fe2ff1a0 00000000`6b809052     : 00000000`00000001 00000096`fe2ff240 00000000`00000000 000001ab`6190e030 : Acrobat!DllCanUnloadNow+0x2ba471
00000096`fe2ff1d0 00000000`6b8066c8     : 00000000`00000000 00000000`00000000 00000096`fe2ff810 00000096`fe2ff810 : Acrobat!AcroWinMainSandbox+0x2b02
00000096`fe2ff280 00007ff7`991c986c     : 000001ab`5ea14470 00000000`6b806550 00000096`fe2ff810 00000000`00000063 : Acrobat!AcroWinMainSandbox+0x178
00000096`fe2ff700 00007ff7`992c0432     : 00000000`00000000 00007ff7`991c6ea9 00000000`00000000 00000000`00000000 : Acrobat_exe!CreateCoreWebview2EnvironmentSandbox+0x15c92c
00000096`fe2ffce0 00007ffe`bb7be8d7     : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : Acrobat_exe!AcroRd32IsBrokerProcess+0x23f12
00000096`fe2ffd20 00007ffe`bcbec53c     : 00000000`00000000 00000000`00000000 000004f0`fffffb30 000004d0`fffffb30 : kernel32!BaseThreadInitThunk+0x17
00000096`fe2ffd50 00000000`00000000     : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : ntdll!RtlUserThreadStart+0x2c


STACK_COMMAND: ~0s; .ecxr ; kb

SYMBOL_NAME:  Acrobat+6bf9ba

MODULE_NAME: Acrobat

IMAGE_NAME:  Acrobat.dll

FAILURE_BUCKET_ID:  BREAKPOINT_80000003_Acrobat.dll!Unknown

OS_VERSION:  10.0.26100.1

BUILDLAB_STR:  ge_release

OSPLATFORM_TYPE:  x64

OSNAME:  Windows 10

IMAGE_VERSION:  25.1.20997.0

FAILURE_ID_HASH:  {5898396e-0d2c-f33a-4e32-0359e55ead03}

Followup:     MachineOwner
---------



 

1 reply

AnandSri
AnandSri
Legend
December 21, 2025

Hello @29cda0a7

 

I hope you are doing well. Thank you for reaching out and sharing all the information. We'll investigate the logs and share the findings.

 

Could you please close all Adobe apps, then use the Acrobat Cleaner tool to remove the installed Acrobat Reader. Then, restart the machine (if possible). Use the official link to install Acrobat Reader. For testing purposes, disable the Enhanced Security of the app by following these steps: Menu > Security Enhanced > uncheck Enable Protected Mode at startup, and then Enable Enhanced Security > click OK. Restart the app and check if it still crashes when viewing PDFs.

 

If the issue still continues, please collect the crash logs and share them with us. To collect the crash logs, please see this article: https://adobe.ly/48NTbeC

 

Regards,

Anand Sri.

2
29cda0a7Author
Participant
December 22, 2025

Dear AnandSri,

 

Thank you for the guide! I removed and re-installed Adobe Reader v2025.001.20997 and so far, with the same group policy settings I had before, I cannot recreate the issue. 

I still have workstations in our company which have the same issue. Could it be that the cause of the crash is EdgeWebView2 ? In two cases the Error code is  0x80000003 ? I could share the crash dumps but they are about 120mb large.


AnandSri
AnandSri
Legend
December 23, 2025

Hello @29cda0a7

 

Thank you for the information. If the app crashes with the latest build (25.001.20997) Planned update, Dec 09, 2025, then collect the Crash logs, share them by uploading to a cloud storage, and share the link. For testing purposes, on the machine where the app is crashing, disable the EdgeWebView2, and check.

 

Regards,

Anand Sri.

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