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jamesk80893450
Participant
November 10, 2025
Question

Outlook 2024 LTSC regularly crashes after sending pdf via Adobe Reader

  • November 10, 2025
  • 1 reply
  • 164 views

Hello,

We have a problem in our company where if we send a pdf by mail using the "send as attachment" option (envelope icon) in Adobe Reader, then shortly afterwards Outlook 2024 LTSC will crash. Not every time, but regularly. We have recently upgraded from Outlook 2016 32bit / Adobe Reader DC 32bit to Outlook 2024 64bit / Adobe Reader DC 64bit and never had this problem before upgrading.

Event log details of the Outlook crash:

Exception code 0xc0000409, faulting module unknown.

Things I've tried:

-Added reg key HKLM\SOFTWARE\Policies\Adobe\ResetoutlookConnection=1 (as per Adobe Help article Outlook and Acrobat or Reader may freeze on consecutive attempts to use Send Mail)

-Disabled Protected Mode at Startup in Adobe Reader

-Disabled the new Adobe Reader UI

-Hide the "Free Trial" button in Adobe Reader (reg key HKLM\SOFTWARE\Policies\Adobe\Adobe Acrobat\DC\FeatureLockDown\cIPM\bDontShowMsgWhenViewingDoc=0)

-Prevent the pdf from being sent in Plain Text with the ".....Sent from Adobe Reader" automatic text (reg key HKLM\SOFTWARE\Policies\Adobe\Adobe -Acrobat\DC\FeatureLockDown\bDisableSendMailMerchandizeReaderExp=1)

Unfortunately none of the above changes fixed our problem.

Any ideas are more than welcome! Thanks a lot.

 

1 reply

J
jamesk80893450Author
Participant
November 10, 2025

Hello,

Some extra info - the problem is also there with Outlook 2016 64bit.

The problem happens after using the "Send" (Envelope) option in Adobe Reader more than once without closing Adobe Reader after each mail is sent. If I send a pdf, then close Adobe, then send another pdf, then close Adobe, etc., etc. Outlook doesn't crash.

Meenakshi Negi
Community Manager
Meenakshi NegiCommunity Manager
Community Manager
November 12, 2025

Hi jamesk80893450,

 

Thank you for reaching out, and sorry about the troube caused.

 

We see you have already tried the troubleshooting steps, which didn't work for you. Please try reinstalling the application using the following steps:
- Remove the application and run the cleaner tool (https://adobe.ly/4nMojzv).
- Reboot the machine
- Install Adobe Acrobat Reader from the following page: https://adobe.ly/47SVRG2;

 

If that also doesn't help, please collect the process logs using the diagnostic tool and share the log ID with us.

 

Let us know how it goes.

 

Thanks,

Meenakshi

 

J
jamesk80893450Author
Participant
November 12, 2025

Hi Meenakshi,

Thanks for your message.

I removed the existing Acrobat Reader application, ran the Cleaner tool and then installed the Acrobat Reader 64bit MUI version 2025.001.20844.

I can still reproduce the crash with Outlook. I tried with and without the "ResetOutlookConnection" reg key and Outlook crashes in both cases.

I tried to collect logs, but unfortunately I can't find where to start the diagnostic tool. I don't have a Help - Troubleshoot Acrobat option, and I can't see the Enable Troubleshooting option in Preferences - General.

By default my Reader app is in French - I tried switching to English but that didn't help. I then tried downloading the 32bit English version, but even there I don't see any troubleshoot option.

 

Thanks in advance for your help

James

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