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Participant
August 26, 2015
Question

Acrobat DC crashing on Server 2012R2

  • August 26, 2015
  • 2 replies
  • 3487 views

I had Acrobat XI Std installed on a Windows 2012 R2 server running Remote Desktop Services. A user was having problems with it randomly crashing. I uninstalled it last night and installed a trial version of Acobat DC Pro as a troubleshooting step. This has already crashed at least once today. There are 3 application even log entries listed below related to the crash. The event ID 0 entry looks to be some event unknown to the Windows Event Viewer. Is there somewhere else to find info on that event?

The root of the problem looks to be with the Visual C++ 2013 Redistributable. She says that the crash happened when she was attempting to add a new page to a PDF doc. Any suggestions on troubleshooting problems related to the MSVCR120.dll?

Event ID 0

The description for Event ID 0 from source Adobe Acrobat cannot be found. Either the component that raises this event is not installed on your local computer or the installation is corrupted. You can install or repair the component on the local computer.

If the event originated on another computer, the display information had to be saved with the event.

The following information was included with the event:

Event ID 1000

Faulting application name: Acrobat.exe, version: 15.8.20082.15957, time stamp: 0x55960c1a

Faulting module name: MSVCR120.dll, version: 12.0.21005.1, time stamp: 0x524f7ce6

Exception code: 0xc0000409

Fault offset: 0x000a7666

Faulting process id: 0x41dc

Faulting application start time: 0x01d0e000f4ae0c70

Faulting application path: C:\Program Files (x86)\Adobe\Acrobat DC\Acrobat\Acrobat.exe

Faulting module path: C:\Windows\SYSTEM32\MSVCR120.dll

Report Id: 21c0e4ee-4bf5-11e5-80c6-000d3a907940

Faulting package full name:

Faulting package-relative application ID:

Event ID 1001

Fault bucket , type 0

Event Name: BEX

Response: Not available

Cab Id: 0

Problem signature:

P1: Acrobat.exe

P2: 15.8.20082.15957

P3: 55960c1a

P4: MSVCR120.dll

P5: 12.0.21005.1

P6: 524f7ce6

P7: 000a7666

P8: c0000409

P9: 00000007

P10:

Attached files:

C:\Users\user1\Desktop\Invoice 21960.pdf

These files may be available here:

C:\Users\user1\AppData\Local\Microsoft\Windows\WER\ReportArchive\AppCrash_Acrobat.exe_dd3f64b5713822381087b1533a46c31dcf05d3c_aab9ae81_0d180f61

Analysis symbol:

Rechecking for solution: 0

Report Id: 21c0e4ee-4bf5-11e5-80c6-000d3a907940

Report Status: 2048

Hashed bucket:

This topic has been closed for replies.

2 replies

Participant
September 8, 2015

Since the original post, Acrobat crashed several times with BEX error. I have now disabled DEP (bcdedit.exe /set {current} nx AlwaysOff) and have not seen any BEX errors after a few days. However Acrobat is still crashing. Here are two errors associated with each crash:

Event ID 1000

Faulting application name: Acrobat.exe, version: 15.8.20082.15957, time stamp: 0x55960c1a

Faulting module name: KERNELBASE.dll, version: 6.3.9600.17415, time stamp: 0x54504ade

Exception code: 0xe06d7363

Fault offset: 0x00014598

Faulting process id: 0x3284

Faulting application start time: 0x01d0e74b745a6c1b

Faulting application path: C:\Program Files (x86)\Adobe\Acrobat DC\Acrobat\Acrobat.exe

Faulting module path: C:\Windows\SYSTEM32\KERNELBASE.dll

Report Id: b464835b-533e-11e5-80ca-000d3a907940

Faulting package full name:

Faulting package-relative application ID:

Event ID 1001

Fault bucket , type 0

Event Name: APPCRASH

Response: Not available

Cab Id: 0

Problem signature:

P1: Acrobat.exe

P2: 15.8.20082.15957

P3: 55960c1a

P4: KERNELBASE.dll

P5: 6.3.9600.17415

P6: 54504ade

P7: e06d7363

P8: 00014598

P9:

P10:

Attached files:

C:\Users\user1\AppData\Local\Temp\WERCAC4.tmp.appcompat.txt

C:\Users\user1\AppData\Local\Temp\WERCC0D.tmp.WERInternalMetadata.xml

C:\Users\user\AppData\Local\Microsoft\Windows\WER\ReportQueue\AppCrash_Acrobat.exe_a5b0db47cb38998dd8e0c5d5c81b85e7b3d7c8b_aab9ae81_cab_3e38cc1b\memory.hdmp

C:\Users\user\AppData\Local\Microsoft\Windows\WER\ReportQueue\AppCrash_Acrobat.exe_a5b0db47cb38998dd8e0c5d5c81b85e7b3d7c8b_aab9ae81_cab_3e38cc1b\triagedump.dmp

These files may be available here:

C:\Users\user1\AppData\Local\Microsoft\Windows\WER\ReportQueue\AppCrash_Acrobat.exe_a5b0db47cb38998dd8e0c5d5c81b85e7b3d7c8b_aab9ae81_cab_3e38cc1b

Analysis symbol:

Rechecking for solution: 0

Report Id: b464835b-533e-11e5-80ca-000d3a907940

Report Status: 4

Hashed bucket:

Microsoft has a knowledgebase article related to the Exception code: 0xe06d7363 noted in the event ID 1000.

PRB: Exception Code 0xE06D7363 When Calling Win32 SEH APIs

https://support.microsoft.com/en-us/kb/185294

This may or may not be relevant in this case but it's worth noting. Considering the BEX error reported when DEP was on references MSVCR120.dll (a Visual C++ runtime library), I'm thinking that Acrobat has a bug in the code.

Are there any Adobe software engineers hanging around here that could shed some light on this issue?

Participant
August 31, 2015

After some further research it looks like the crashing may be related to Date Execution Prevention (DEP). The BEX error is produced by the DEP subsystem. I tried adding Acrobat.exe to the DEP exception list but a message is displayed stating "This program must run with data execution protection (DEP) enabled. You cannot turn off DEP for this program."

Is it possible that there is a bug in Acrobat that's causing it to not be fully compatible with DEP?

Note that since the original post, Acrobat has crashed once more with the BEX error.