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UKRobster
Inspiring
May 26, 2026 2:44 PM UTC
Answered

Adobe keeps crashing with an error. I have DMP files for support

Hi,
I have tried using the assistant but it wasn’t very helpful in this instance.

We have multiple RDS hosts and user will report that Adobe has crashed.
It produces an error "Something went wrong - A running instance of Acrobat has caused an error". I have created a DMP file I would like to submit to support but I am unable to find how to do this.

Is someone able to point me in the right direction? Or I can provide a link to the DMP file if someone on here is able to review it.

TIA.
Rob

      Anand Sri Bhattacharya
      Anand Sri BhattacharyaCorrect answer
      Community Manager
      Oct 29, 2026 10:00 PM UTC

      @UKRobster Hello!

       

      I hope you are doing well. The issue has been addressed with the latest build of Acrobat: 

      Please install the build and let us know if you are still experiencing the issue.

      Regards,

      Anand Sri.

      View reply

      38 replies

      UKRobsterAuthor
      Inspiring
      Sep 22, 2026 10:06 AM UTC

      Hello ​@Anand Sri Bhattacharya 
      I would like to provide you with an update.

      Our last reported Adobe crashing issue was on Wednesday 9th Sept.
      We installed version 26.002.21900 on Monday 14th Sept.

      It appears that this build has resolved the issue. Reading the patch notes for this build it does state a bug fix for:

      • 4597476: Adobe Acrobat crashes at launch.

      Maybe this addressed our issue?

      I am just about to download 26.002.21931 which will be deployed on 28th Sept. 
      I hope that we do not get any more reports of this crashing issue.

      Regards,
      Rob

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      Anand Sri Bhattacharya
      Community Manager
      Anand Sri BhattacharyaCommunity Manager
      Community Manager
      Sep 22, 2026 1:13 PM UTC

      Hello ​@UKRobster 

       

      Thanks for the details. It is good to know that the issue is fixed with the build. Yes, you are correct. The build from Sept 14 included performance fixes.


      Do let us know if you experience any issues after installing the other build.

      Regards,

      Anand Sri.

      Translate
      caring_Harmony4ae2
      Participant
      Aug 8, 2026 8:29 AM UTC

      It’s good to see this has been addressed in the latest build. The fact that it was happening randomly across different users and RDS hosts made it particularly difficult to pin down. Hopefully the scheduled rollout goes smoothly and the crashes stop completely.

      Translate
        Anand Sri Bhattacharya
        Community Manager
        Anand Sri BhattacharyaCommunity Manager
        Community Manager
        Aug 11, 2026 6:54 PM UTC

        Hello ​@caring_Harmony4ae2 

         

        I hope you are doing well. I am glad that this is working for you. Please monitor the performance of the app, and reach out if you experience any issues.

         

        Thanks for your cooperation on this.

        Regards,

        Anand Sri.

        Translate
        Anand Sri Bhattacharya
        Community Manager
        Anand Sri BhattacharyaCommunity Manager
        Community Manager
        Aug 7, 2026 3:37 PM UTC

        Hello ​@UKRobster and ​@ClockworkMuppet 

         

        I hope you are doing well, and sorry for the delayed response. The issue has been addressed with the latest build of Acrobat/Reader. Please install the latest build from Menu > Help > Check for updates, restart the app and the machine. And check the performance.

         

        Please let us know if you experience any issues.

        Regards,

        Anand Sri.

        Translate
          UKRobsterAuthor
          Inspiring
          Aug 7, 2026 3:55 PM UTC

          HI ​@Anand Sri Bhattacharya 
          Thank you for the update.
          I have downloaded the latest .msp and our scheduled task will apply this build over the weekend.
          I am on leave next week but my colleagues will monitor its progress, and I will report back upon my return.
          I am hopeful this will resolve the issue!

          Translate
          Anand Sri Bhattacharya
          Community Manager
          Anand Sri BhattacharyaCommunity Manager
          Community Manager
          Aug 7, 2026 6:56 PM UTC

          @UKRobster,


          Sure, I will wait for your response. Take care.

          Regards,

          Anand Sri

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          Anand Sri Bhattacharya
          Community Manager
          Anand Sri BhattacharyaCommunity Manager
          Community Manager
          Jul 10, 2026 12:33 PM UTC

          Hello ​@UKRobster and ​@ClockworkMuppet 

           

          I hope you are well. I have sent you an email requesting some information. Please check the email that you have used to log in to the community platform, and share the information over the same email.

           

          Thanks for your cooperation.

          Regards,

          Anand Sri.

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          ClockworkMuppet
          Participant
          Jul 3, 2026 4:06 AM UTC

          I have had multiple users having exactly this problem happening this week.  Whatever was in that last patch wrecked something, I haven’t had this many acrobat crashes since the 2010’s.

          Translate
          Anand Sri Bhattacharya
          Community Manager
          Anand Sri BhattacharyaCommunity Manager
          Community Manager
          Jul 3, 2026 9:41 AM UTC

          Hello ​@ClockworkMuppet 

           

          I hope you are well, and we’re sorry for the trouble. 

          Assuming you are on the latest build of Acrobat version: 26.001.21691, Planned update, Jun 25, 2026, and the app is crashing. Could you please collect the crash logs from the affected machine and share them with us for further investigations? To collect the logs, please refer to this article: https://helpx.adobe.com/in/acrobat/kb/collect-logs-crash-freeze.html

           

          Thanks,

          Anand Sri.

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          UKRobsterAuthor
          Inspiring
          Jun 30, 2026 12:01 PM UTC

          Hello ​@Anand Sri Bhattacharya 
          It has been over 2 weeks since an activity in this post.
          Are you able to provide any updates?

          Do the crash dumps show that there is an issue? I have checked the Known Issues webpage, but do not see anything relevant to this issue
          We have updated to build 26.001.21677 across all servers and are still getting reports daily.

          I have just closed down 24 instances of AcroRdr32.exe for one user, because they kept trying and trying to open a PDF document.

          There is clearly an issue somewhere, is there anything else I can do to gather evidence?

          Regards,
          Rob

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          Anand Sri Bhattacharya
          Community Manager
          Anand Sri BhattacharyaCommunity Manager
          Community Manager
          Jun 30, 2026 12:08 PM UTC

          Hello ​@UKRobster, I hope you are well. 

           

          I will check with the product team and will share an update soon.

          Regards,

          Anand Sri.

          Translate
          UKRobsterAuthor
          Inspiring
          Jun 5, 2026 3:47 PM UTC

          Hi ​@Anand Sri Bhattacharya ,

          I have enabled the required registry entries on each of our RDS hosts.
          A user reported an Adobe issue this afternoon, but apparently has had a problem for most of the day.
          For the three AcRd32.exe processes that were available for this user. From being logged in with my admin account I have created a DMP file for each and zipped them up here AcroRdr32.zip

          There is no crash dumps folder in the %LOCALAPPDATA% folder of the user profile.


          The registry settings appear to be correct. But no crash dump files have been created.

          Regards,
          Rob

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          Anand Sri Bhattacharya
          Community Manager
          Anand Sri BhattacharyaCommunity Manager
          Community Manager
          Jun 5, 2026 4:00 PM UTC

          Thank you for sharing the details ​@UKRobster 

           

          We will get this investigated, and if we need any information, I will reach out to you.

           

          Regards,

          Anand Sri.

          Translate
          UKRobsterAuthor
          Inspiring
          Jun 9, 2026 2:29 PM UTC

          Hi ​@Anand Sri Bhattacharya 

          I have collected another dmp file from this re-occurring issue.
          link
          I checked the users LOCALAPPDATA folder, but again there was no Crash Dumps folder present.

          If there is another way I can enable any crash logs?

          Regards,
          Rob

          Translate
          Anand Sri Bhattacharya
          Community Manager
          Anand Sri BhattacharyaCommunity Manager
          Community Manager
          May 26, 2026 3:49 PM UTC

          Hello @UKRobster,


          I hope you are doing well, and thanks for reaching out. We're sorry for the trouble you had with the app.


          Could you please share more details about the issue? Is it happening while using the AI assistant service, or with other workflow/tools as well? Please ensure you have the latest version of Acrobat installed on the machine: Version: 26.001.21563. Planned update, May 18, 2026. Check for any pending updates by navigating to Menu > Help> Check for Updates. Install the updates, restart the app and the machine, and try again.


          If you are already on the latest build and experiencing the issue, then share the DMP file along with the crash logs. To collect the Crash logs, check this article: https://adobe.ly/4wQIim5

          Try reproducing the issue while collecting the logs. Also, you may try the suggestions from this article, and let us know how it goes: https://adobe.ly/4a8PYq4


          Regards,

          Anand Sri.

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          UKRobsterAuthor
          Inspiring
          May 26, 2026 4:10 PM UTC

          Hi ​@Anand Sri Bhattacharya 

          Thanks for coming back to me.
          We run Adobe Reader in an RDS farm. During the past couple of weeks I have switched off the automatic updates and come up with a scripted way to update from a network share with the relevant MSP file. This is working well and all RDS hosts are running the latest version.

          We utilise PDFs heavily in our Practice Management system. Users open and close PDFs many, many times per day. This issue occurs randomly across different hosts and users.
          They will try to open a new document and the error occurs.
          We can see multiple instances of Acrord32.exe & the user will have multiple errors.

          We do not use Ai or any cloud based functionality with Adobe Reader. It is simply used as a document reader.

          I have collected a DMP file today.
          DMP File
          I will review the link to enable crash logs and try to gather some of those tomorrow.

          Regards,
          Rob

           

          Translate
          Anand Sri Bhattacharya
          Community Manager
          Anand Sri BhattacharyaCommunity Manager
          Community Manager
          May 26, 2026 5:46 PM UTC

          Thank you for sharing the DMP file, ​@UKRobster 

          We’ll get this checked. Please do share the Crash logs, as this will help us with the investigation.

           

          Regards,

          Anand Sri.

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