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Question

Seeking Help: Adobe Reader Error Message on Exit

Forum|Forum|6 months ago
September 11, 2025
1 reply
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Hi everyone in the Adobe community,

Our team has recently encountered a peculiar error with Adobe Acrobat Reader. We're hoping to get some help from anyone who might have experienced a similar issue or has a potential solution.

The Problem

A number of our users have reported an error message popping up right after they close Adobe Reader. So far, we have identified 10 users affected, but one of them saw the issue resolve itself without any intervention.

Our Observations

User-Account Specific: This error seems to be tied to a specific Windows user account. When we log in with a different Windows account (with or without administrator rights) on the same machine, the error does not appear.
Reinstallation Fails: Simply uninstalling and reinstalling Adobe Reader, or even using the Acrobat Cleaner Tool before reinstalling, does not fix the issue.
Manual Registry Cleanup: Yesterday, we managed to fix one affected machine by completely uninstalling Adobe Reader and then manually deleting all related Acrobat registry keys. After reinstallation, the error was gone. However, this method is far too time-consuming and inefficient for a large number of users, and we're not sure which specific registry key was the culprit.

Our Questions

Is this a known bug with Adobe Reader?
Is there a more efficient way to prevent or fix this issue without resorting to manual registry cleanup?

Any insights or suggestions you can offer would be greatly appreciated. We are looking for a more fundamental and scalable solution. Thank you!

<?xml version="1.0"?>
<!DOCTYPE AdobeCrashReport SYSTEM "AdobeCrashReporter.dtd">
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<time year="2025" month="8" day="19" hour="12" minute="7" second="10" timeoffset="480" timezone="å°åŒ—æ¨™æº–æ™‚é–“" crsessionduration="9"/>
<user guid="f11b3c5e-c7ee-40b6-9cd0-71a1cfc2f721"/>
<system platform="Windows 11 Enterprise" osversion="11.0" osbuild="26100" applicationlanguage="zh-tw" userlanguage="zh-TW" oslanguage="zh-TW" ram="32212" machine="Intel(R) Core(TM) Ultra 7 165U" model="Intel64 Family 6 Model 170 Stepping 4" cpuCount="14" cpuType="8664" cpuFreq="2688 MHz" processorArchitecture="9"/>
<gpu>
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<crash exception="EXCEPTION_ACCESS_VIOLATION" exceptionCode="0xc0000005" instruction="0x00007FFEEF50E42C">
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</binaryImageSet>
<dumpType>
Mini
</dumpType>
<hbLogSessionDllStatus>

</hbLogSessionDllStatus>
</crash>

<sessionId>
00000000-0000-0000-0000-000000000000
</sessionId>
<dunamisConfigGuid>
6d9d9777-7ded-4768-8191-9a707d72b009
</dunamisConfigGuid>
</crashreport>

Souvik Sadhu

Community Manager

Hi @MTW_MIS,

Hope you are doing well. Sorry for your experience with Acrobat Reader crashing.

We are live with a new update (25.1.20693), which has significant performance and stability improvements.

More info here: https://adobe.ly/42pHKpN

If the issue persists, please help us gather logs from your machine: https://adobe.ly/4l1gBRA. Please make sure Procmon is selected. You can upload logs using this tool and share your Unique log ID with us.

Let us know how it goes.

Regards,
Souvik.

MTW_MISAuthor

Hi @S. S ,

The computer that was previously free of the error message after manually deleting all Acrobat registry entries suddenly started showing the same error again yesterday.

Therefore, I have collected a log from this computer for you. The log ID is: 1b5c0d98-372e-477a-9635-7b60656698ff.
We have already confirmed that the Adobe version is the latest.

Hope you are doing well. Thanks for writing back!

I checked the logs and couldn't find anything conclusive that could help us analyze the error.

Would you mind trying out two different steps and then letting us know the results:

1. Manual repair of the application: Go to Menu > Help > Repair Installation.

2. Please run the Acrobat cleaner tool https://adobe.ly/4n8Fiwn, reboot the computer once, and install the application using the direct link https://adobe.ly/4n1P0QV and see if that works for you.

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