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Richard344170453qhz
Participant
January 30, 2026
Question

Adobe Reader DC Version 25.001.21111 Keeps crashing when opened

  • January 30, 2026
  • 1 reply
  • 242 views

Have a couple of end users who's Adobe Reader DC auto updates and keeps crashing when opening PDF or opening Adobe, version  25.1.21111.0.

 

Got the below from Event Viewer as Adobe doesn't give a crash report after crashing. 

 

Faulting application name: AcroRd32.exe, version: 25.1.21111.0, time stamp: 0x696ea0f5
Faulting module name: ucrtbase.dll, version: 10.0.26100.7019, time stamp: 0xafb62d66
Exception code: 0xc0000409
Fault offset: 0x0002da51
Faulting process id: 0x3A60
Faulting application start time: 0x1DC91D515740F25
Faulting application path: C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AcroRd32.exe
Faulting module path: C:\windows\System32\ucrtbase.dll
Report Id: d8cabddd-9656-49bc-8e91-8c34b3b084e9
Faulting package full name: 
Faulting package-relative application ID: 

 

Has anyone else got this or is there a way to fix the issue, I've uninstalled and reinstalled but Adobe just auto updates again to that version.

      1 reply

      AnandSri
      Community Manager
      AnandSriCommunity Manager
      Community Manager
      January 30, 2026

      Hello ​@Richard344170453qhz 

       

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

       

      Could you please collect the Crash logs from the affected machines (All users, if possible) and share them with us for further investigations?

       

      Please provide the following information: the current version of the operating system on your device and the logs from the affected machine. To collect the logs, download and run the Log Collector tool. Ensure that you select all log options and attempt to reproduce the issue. After that, close the Log Collector tool; it will generate the logs along with a log ID. Please share this log ID with us.

       

      Regards,

      Anand Sri.

      R
      Richard344170453qhzAuthor
      Participant
      February 5, 2026

      Hi Anand,

      Sorry for the delay.

       

      We have rolled back to version 24 for and stopped updates, I've also setup for capturing of Adobe crashes via the link above. 

      Currently waiting for time with a user to test and get log ID.

      We are currently running Windows 11 24H2

      AnandSri
      Community Manager
      AnandSriCommunity Manager
      Community Manager
      February 5, 2026

      Hello @Richard344170453qhz

       

      Thank you for the information, and do share the log IDs. 

      Also, install the latest build of Acrobat/Reader version: 25.001.21151 (Win) | 25.001.21145 (Mac): planned update, Feb 02, 2026. And see if the issue persists.

      Let us know how it goes.

      Regards,

      Anand Sri.

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