Known Participant

Question

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

Forum|Forum|1 month ago
May 26, 2026
4 replies
222 views

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

C

ClockworkMuppet

Participant

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.

Anand Sri Bhattacharya

Community Manager

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.

U

UKRobsterAuthor

Known Participant

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

Anand Sri Bhattacharya

Community Manager

Hello @UKRobster, I hope you are well.

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

Regards,

Anand Sri.

U

UKRobsterAuthor

Known Participant

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

Anand Sri Bhattacharya

Community Manager

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.

U

UKRobsterAuthor

Known Participant

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

Anand Sri Bhattacharya

Community Manager

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.

U

UKRobsterAuthor

Known Participant

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

Anand Sri Bhattacharya

Community Manager

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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