Reader 2024.002.20759 crashing often on Windows 2019 Server

Question

Hello - hoping someone can help me.

We are seeing multiple crahses of the Acrobat exe. I have enabled crash dumps in the registry and can provide them if needed.

Here is the crash detail:

ExceptionAddress: 5f8ed6d5 (AcroRd32!DllCanUnloadNow+0x002324a5)
ExceptionCode: c0000005 (Access violation)
ExceptionFlags: 00000000
NumberParameters: 2
Parameter[0]: 00000000
Parameter[1]: 00000280
Attempt to read from address 00000280

PROCESS_NAME: AcroRd32.exe

READ_ADDRESS: 00000280

ERROR_CODE: (NTSTATUS) 0xc0000005 - The instruction at 0x%p referenced memory at 0x%p. The memory could not be %s.

Meenakshi_Negi · Answer

Hi Matthew37512407mhug,

Thank you for reaching out.

Please let us know if the application crashes on a particular workflow or on launch. More information would be helpful.

Did you try reinstalling the application once? If not, please try.

If the application continues to crash, share the crash logs using the steps suggested here: https://adobe.ly/3wTDpPj.

Thanks,

Meenakshi

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