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Josh Emery
Participant
November 5, 2024
Question

Acrobat causing BSoD CLOCK_WATCHDOG_TIMOUT error

  • November 5, 2024
  • 1 reply
  • 746 views

Randomly, it seems, I will get a BSoD with the above error when opening a PDF.  This usually happens when Acrobat is already open with at least one other PDF open.  I've scoured the internet and have already tried the following to no avail:

  • Updating NVidia Driver
  • Completely uninstalling the NVidia Driver and reinstalling
  • Updating Windows
  • Repairing Windows
  • Updating Acrobat
  • Repairing Acrobat Installation

I've reviewed dump files and the only information I get is "unknown module."  I'm assuming it's Acrobat as it only happens when I open a PDF, but I WinDbg isn't finding any information that could lead me to a conclusion.  This is a high powered PC and the error can happen when running nothing but Acrobat.  Anyone have any ideas?

 

System setup is as follows:

  • Windows 11 Pro 64-bit, build 22631.4391, version 23H2
  • 12th Gen Intel i7-12700K 3.6 GHz
  • 64 GB RAM
  • NVidia GeForce RTX 3080
  • Acrobat Version 2024.004.20220
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    1 reply

    ls_rbls
    Community Expert
    ls_rblsCommunity Expert
    Community Expert
    November 6, 2024

    Hi @Josh Emery ,

     

    Have you recently changed any memory module on that computer (i.e like performing RAM upgrade? ). Or same question, but asked differently: Would replacing a memory module resolves the issue? (just to rule out if there is any issue with a bad memory stick. 

     

    Is that a laptop with another monitor hooked up via HDMI, havin the Display Preferences set to extend the Windows desktop on that other monitor?

     

    Just curious.

     

    However, looking at the given  "unknown module" message, it looks to me that (maybe), Windows could've done an unattended update and installed its own sets of generic chipset drivers. In which case, a module in this case could be a dynamic link library file (.dll) file that didn't install properly in its corresponding 32-bit or 64-bit directory (or is missing a particular .Net version, for example,  to handle a specific dependency).

     

    These are just guesses in the blind. But you can try and see if that is the issue.

     

    One way for me that always work, use a last known configuration  restore checkpoint and roll back to that. In doing so you may be able to trace what exactly installed that caused the crash.  

    J
    Josh EmeryAuthor
    Participant
    November 6, 2024

    No hardware has been changed, and memory modules are approx 1.5 yrs old (should be ok... in theory).

     

    It is not a laptop, but I do have multiple monitors that extend the desktop.  However, the issue started before multiple monitors were added.  Have been dealing with this on and off for almost a half a year.  

     

    That's a great idea for the restore checkpoint.  I'll have to go back through event logs to see when the error first started and roll back to that point.  

     

    Thanks for the great advice!  If I come up with a solution I'll be sure to post it.

      ls_rbls
      Community Expert
      ls_rblsCommunity Expert
      Community Expert
      November 7, 2024

      Sure thing! Happy to assist.

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