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terrif60236314
terrif60236314
Participant
August 13, 2020
Question

Update to 2020.012.20041 crashing opening certain pdfs

  • August 13, 2020
  • 3 replies
  • 2530 views

Since the latest update was installed some of the pdfs we have won't open in Reader DC.  Has anyone else had this isssue?

We get the following error message in the event log:

Faulting application name: AcroRd32.exe, version: 20.12.20041.1044, time stamp: 0x5f23643d
Faulting module name: ucrtbase.dll, version: 10.0.18362.387, time stamp: 0x6dbf7eae
Exception code: 0xc0000005
Fault offset: 0x000494a0
Faulting process id: 0x605c
Faulting application start time: 0x01d671885e4ba4e1
Faulting application path: C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AcroRd32.exe
Faulting module path: C:\Windows\System32\ucrtbase.dll
Report Id: 377706f7-27fb-4e93-9aeb-4f33047223be
Faulting package full name:
Faulting package-relative application ID:

    This topic has been closed for replies.

    3 replies

    Meenakshi_Negi
    Meenakshi_Negi
    Legend
    August 19, 2020

    Hi All,

     

    We have released an update today for Acrobat and Reader DC (Continuous track) desktop application..
    Please update the application to the latest version by going to the Help menu > Check for updates in the application.

     

    For more information on the recent update, you may refer to this link: https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/continuous/dccontinuousaug2020qfe.html#dccontinuousaugtwentytwentyqfe

     

    Let us know if you still experience the issue.

     

    Thanks,
    Meenakshi

    D
    DoctorOctopus
    Participant
    August 17, 2020

    I have the same crash problem when opening a signed PDF.  I have taken a crash dump, how do I get it to you

     

    Murray

      A
      Adobe Employee
      absethi17096557
      Adobe Employee
      August 17, 2020

      Hi,

      Thank you for Sharing the dump.

      To Share Dump and File Please Refer:- 

      https://community.adobe.com/t5/flash-player/how-to-share-a-file-using-adobe-document-cloud/td-p/4787...

      Regards,

      Abhinav Sethi

      Meenakshi_Negi
      Meenakshi_Negi
      Legend
      August 13, 2020

      Hi there,

       

      Thank you for reaching out and sorry about the trouble.

       

      As per your description, the issue occurs with certain PDFS not all. Could you please let us know if those PDFs are saved on the machine or some other network location.

      Would you mind sharing any sample PDF with us for further investigation?

       

      Please collect the crash logs using the steps suggested here: https://helpx.adobe.com/in/acrobat/kb/collect-logs-crash-freeze.html and share them with us.

       

      Let us know if you have any questions or need any help.

       

      Thanks,

      Meenakshi

      terrif60236314
      terrif60236314Author
      Participant
      August 13, 2020

      These are saved on a shared network drive to be imported to our doc storage system.   How would I send you the crashdmp file?  It is quite large.

       

      R
      Adobe Employee
      Rohit_Anand
      Adobe Employee
      August 14, 2020

      Hi,

      To share the crashdump file please refer to the steps mentioned here How to share a file using Adobe Document Cloud

       

      Thanks,

      Rohit

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