Skip to main content
U
UKRobster
Known Participant
May 26, 2026
Question

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

  • May 26, 2026
  • 2 replies
  • 137 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

    2 replies

    U
    UKRobsterAuthor
    Known Participant
    June 5, 2026

    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
    Anand Sri BhattacharyaCommunity Manager
    Community Manager
    June 5, 2026

    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
    June 9, 2026

    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
    Anand Sri BhattacharyaCommunity Manager
    Community Manager
    May 26, 2026

    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
    May 26, 2026

    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
    Anand Sri BhattacharyaCommunity Manager
    Community Manager
    May 26, 2026

    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.

    Terms & ConditionsAccessibility statement
    Using the community Terms of use Privacy Cookie preferences Do not sell or share my personal information ad choicesAdChoices