Recently getting reports of multiple users not able to open up Adobe Reader

Question

I was able to get this out of the event viewer. Most users are on 23.003.20201 and we have experienced it on the latest version as well. Started last week or so and appears to be random but affects many users. Faulting application name: AcroRd32.exe, version: 22.2.20191.0, time stamp: 0x62e988d9
Faulting module name: unknown, version: 0.0.0.0, time stamp: 0x00000000
Exception code: 0xc0000005
Fault offset: 0x36101236
Faulting process id: 0x598
Faulting application start time: 0x01d99fcf3b2da633
Faulting application path: C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AcroRd32.exe
Faulting module path: unknown
Report Id: 53c9e506-f05b-4f13-95ae-9de8dd342267
Faulting package full name:
Faulting package-relative application ID:

AkanchhaS8194121 · Answer

Hi @barryl6010347

Apologize for the delay in response.

It looks like most of the users were impacted after installing the update. Seems to be a specific issue with this version.

Please ask the affected users to install the latest patch released in June. 23.003.20215

https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/index.html

If it still doesn't work, then ask any one of them to do the cleanup

Run this cleaner tool to remove the existing installer and application’s file traces:

https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html

Download the Acrobat Reader installer from here:

https://get.adobe.com/reader/enterprise/

Thanks,

Akanchha

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