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M
mark_0908
Participant
October 9, 2024
質問

Acrobat constantly crashing on Windows 11

  • October 9, 2024
  • 返信数 4.
  • 3231 ビュー

Acrobat is constantly crashing on the latest version. Any help on fixing this? Logs below:

 

Faulting application name: Acrobat.exe, version: 24.3.20180.0, time stamp: 0x66fc5d69

Faulting module name: ntdll.dll, version: 10.0.22621.4111, time stamp: 0x518e67bb

Exception code: 0xc0000374

Fault offset: 0x000000000010caa9

Faulting process id: 0x0x985C

Faulting application start time: 0x0x1DB1A24CAEA409B

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

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

Report Id: 8b821ed3-c6bd-4323-9c11-76c9e78afc32

Faulting package full name:

Faulting package-relative application ID:

 

 

Fault bucket , type 0

Event Name: APPCRASH

Response: Not available

Cab Id: 0

 

Problem signature:

P1: Acrobat.exe

P2: 24.3.20180.0

P3: 66fc5d69

P4: StackHash_339d

P5: 10.0.22621.4111

P6: 518e67bb

P7: c0000374

P8: PCH_C3_FROM_ntdll+0x00000000000A0C84

P9:

P10:

 

Attached files:

 

These files may be available here:

\\?\C:\ProgramData\Microsoft\Windows\WER\ReportQueue\AppCrash_Acrobat.exe_45f7c9e816124d71f7e4826731f519c8b31f99ee_91ccc7e5_76a39a8e-02e9-418c-b34d-e0fd813548f3

 

Analysis symbol:

Rechecking for solution: 0

Report Id: 8b821ed3-c6bd-4323-9c11-76c9e78afc32

Report Status: 4

Hashed bucket:

Cab Guid: 0

 

Version=1
EventType=APPCRASH
EventTime=133729360012427298
ReportType=2
Consent=1
UploadTime=133729360020985538
ReportStatus=268435456
ReportIdentifier=76a39a8e-02e9-418c-b34d-e0fd813548f3
IntegratorReportIdentifier=8b821ed3-c6bd-4323-9c11-76c9e78afc32
Wow64Host=34404
NsAppName=Acrobat.exe
OriginalFilename=Acrobat.exe
AppSessionGuid=0000985c-0006-0042-9b40-eaca241adb01
TargetAppId=W:00062d655dd9e084681189fa2a600f9269b600000904!00003a32f17a10036340e7ed9b8760c6424e728e9793!Acrobat.exe
TargetAppVer=2024//10//01:20:36:57!59de05!Acrobat.exe
BootId=4294967295
TargetAsId=3644
UserImpactVector=268435456
IsFatal=1
EtwNonCollectReason=1
Response.BucketId=e741c4cc5ca5913242453012955ff0bf
Response.BucketTable=4
Response.LegacyBucketId=0
Response.type=4
Sig[0].Name=Application Name
Sig[0].Value=Acrobat.exe
Sig[1].Name=Application Version
Sig[1].Value=24.3.20180.0
Sig[2].Name=Application Timestamp
Sig[2].Value=66fc5d69
Sig[3].Name=Fault Module Name
Sig[3].Value=StackHash_339d
Sig[4].Name=Fault Module Version
Sig[4].Value=10.0.22621.4111
Sig[5].Name=Fault Module Timestamp
Sig[5].Value=518e67bb
Sig[6].Name=Exception Code
Sig[6].Value=c0000374
Sig[7].Name=Exception Offset
Sig[7].Value=PCH_C3_FROM_ntdll+0x00000000000A0C84
DynamicSig[1].Name=OS Version
DynamicSig[1].Value=10.0.22631.2.0.0.16.175
DynamicSig[2].Name=Locale ID
DynamicSig[2].Value=2057
DynamicSig[22].Name=Additional Information 1
DynamicSig[22].Value=339d
DynamicSig[23].Name=Additional Information 2
DynamicSig[23].Value=339d37cebe2123b93bc426e6f13abf2b
DynamicSig[24].Name=Additional Information 3
DynamicSig[24].Value=60d4
DynamicSig[25].Name=Additional Information 4
DynamicSig[25].Value=60d4a189286116cfa50682995a71e81c
UI[2]=C:\Program Files\Adobe\Acrobat DC\Acrobat\Acrobat.exe
LoadedModule[0]=C:\Program Files\Adobe\Acrobat DC\Acrobat\Acrobat.exe
LoadedModule[1]=C:\Windows\SYSTEM32\ntdll.dll
LoadedModule[2]=C:\Windows\System32\KERNEL32.DLL
LoadedModule[3]=C:\Windows\System32\KERNELBASE.dll
LoadedModule[4]=C:\Windows\System32\USER32.dll
LoadedModule[5]=C:\Windows\System32\win32u.dll
LoadedModule[6]=C:\Windows\System32\GDI32.dll
LoadedModule[7]=C:\Windows\System32\gdi32full.dll
LoadedModule[8]=C:\Windows\System32\msvcp_win.dll
LoadedModule[9]=C:\Windows\System32\ucrtbase.dll
LoadedModule[10]=C:\Windows\System32\ADVAPI32.dll
LoadedModule[11]=C:\Windows\System32\msvcrt.dll
LoadedModule[12]=C:\Windows\System32\sechost.dll
LoadedModule[13]=C:\Windows\System32\bcrypt.dll
LoadedModule[14]=C:\Windows\System32\RPCRT4.dll
LoadedModule[15]=C:\Windows\System32\SHLWAPI.dll
LoadedModule[16]=C:\Windows\SYSTEM32\WINHTTP.dll
LoadedModule[17]=C:\Windows\SYSTEM32\CRYPTBASE.DLL
LoadedModule[18]=C:\Windows\System32\IMM32.DLL
LoadedModule[19]=C:\Windows\WinSxS\amd64_microsoft.windows.common-controls_6595b64144ccf1df_6.0.22621.3672_none_2713b9d173822955\Comctl32.dll
LoadedModule[20]=C:\Windows\system32\uxtheme.dll
LoadedModule[21]=C:\Windows\System32\combase.dll
LoadedModule[22]=C:\Windows\System32\MSCTF.dll
LoadedModule[23]=C:\Windows\SYSTEM32\ntmarta.dll
LoadedModule[24]=C:\Program Files\Adobe\Acrobat DC\Acrobat\Acrobat.dll
LoadedModule[25]=C:\Windows\System32\SHELL32.dll
LoadedModule[26]=C:\Windows\System32\ole32.dll
LoadedModule[27]=C:\Windows\System32\WS2_32.dll
LoadedModule[28]=C:\Program Files\Adobe\Acrobat DC\Acrobat\AGM.dll
LoadedModule[29]=C:\Windows\System32\SETUPAPI.dll
LoadedModule[30]=C:\Program Files\Adobe\Acrobat DC\Acrobat\BIB.dll
LoadedModule[31]=C:\Program Files\Adobe\Acrobat DC\Acrobat\CoolType.dll
LoadedModule[32]=C:\Windows\SYSTEM32\dbghelp.dll
LoadedModule[33]=C:\Windows\System32\OLEAUT32.dll
LoadedModule[34]=C:\Windows\SYSTEM32\dwmapi.dll
LoadedModule[35]=C:\Windows\SYSTEM32\MSVCP140.dll
LoadedModule[36]=C:\Windows\SYSTEM32\MSVCP140_CODECVT_IDS.dll
LoadedModule[37]=C:\Windows\SYSTEM32\IPHLPAPI.DLL
LoadedModule[38]=C:\Windows\SYSTEM32\Secur32.dll
LoadedModule[39]=C:\Windows\SYSTEM32\VCRUNTIME140.dll
LoadedModule[40]=C:\Windows\SYSTEM32\VCRUNTIME140_1.dll
LoadedModule[41]=C:\Windows\SYSTEM32\VERSION.dll
LoadedModule[42]=C:\Program Files\Adobe\Acrobat DC\Acrobat\ACE.dll
LoadedModule[43]=C:\Windows\SYSTEM32\SensApi.dll
LoadedModule[44]=C:\Windows\SYSTEM32\SSPICLI.DLL
LoadedModule[45]=C:\Windows\System32\shcore.dll
LoadedModule[46]=C:\Windows\SYSTEM32\kernel.appcore.dll
LoadedModule[47]=C:\Windows\System32\bcryptPrimitives.dll
LoadedModule[48]=C:\Windows\SYSTEM32\powrprof.dll
LoadedModule[49]=C:\Windows\SYSTEM32\UMPDC.dll
LoadedModule[50]=C:\Windows\SYSTEM32\windows.storage.dll
LoadedModule[51]=C:\Windows\SYSTEM32\wintypes.dll
LoadedModule[52]=C:\Windows\SYSTEM32\profapi.dll
LoadedModule[53]=C:\Windows\System32\clbcatq.dll
LoadedModule[54]=C:\Windows\System32\Windows.System.Launcher.dll
LoadedModule[55]=C:\Windows\System32\msvcp110_win.dll
LoadedModule[56]=C:\Windows\SYSTEM32\windows.staterepositorycore.dll
LoadedModule[57]=C:\Windows\SYSTEM32\msi.dll
LoadedModule[58]=C:\Windows\SYSTEM32\mscms.dll
LoadedModule[59]=C:\Windows\SYSTEM32\TextShaping.dll
State[0].Key=Transport.DoneStage1
State[0].Value=1
OsInfo[0].Key=vermaj
OsInfo[0].Value=10
OsInfo[1].Key=vermin
OsInfo[1].Value=0
OsInfo[2].Key=verbld
OsInfo[2].Value=22631
OsInfo[3].Key=ubr
OsInfo[3].Value=4169
OsInfo[4].Key=versp
OsInfo[4].Value=0
OsInfo[5].Key=arch
OsInfo[5].Value=9
OsInfo[6].Key=lcid
OsInfo[6].Value=2057
OsInfo[7].Key=geoid
OsInfo[7].Value=242
OsInfo[8].Key=sku
OsInfo[8].Value=175
OsInfo[9].Key=domain
OsInfo[9].Value=1
OsInfo[10].Key=prodsuite
OsInfo[10].Value=16
OsInfo[11].Key=ntprodtype
OsInfo[11].Value=3
OsInfo[12].Key=platid
OsInfo[12].Value=10
OsInfo[13].Key=sr
OsInfo[13].Value=0
OsInfo[14].Key=tmsi
OsInfo[14].Value=222879389
OsInfo[15].Key=osinsty
OsInfo[15].Value=2
OsInfo[16].Key=iever
OsInfo[16].Value=11.1.22621.0-11.0.1000
OsInfo[17].Key=portos
OsInfo[17].Value=0
OsInfo[18].Key=ram
OsInfo[18].Value=65484
OsInfo[19].Key=svolsz
OsInfo[19].Value=126
OsInfo[20].Key=wimbt
OsInfo[20].Value=0
OsInfo[21].Key=blddt
OsInfo[21].Value=220506
OsInfo[22].Key=bldtm
OsInfo[22].Value=1250
OsInfo[23].Key=bldbrch
OsInfo[23].Value=ni_release
OsInfo[24].Key=bldchk
OsInfo[24].Value=0
OsInfo[25].Key=wpvermaj
OsInfo[25].Value=0
OsInfo[26].Key=wpvermin
OsInfo[26].Value=0
OsInfo[27].Key=wpbuildmaj
OsInfo[27].Value=0
OsInfo[28].Key=wpbuildmin
OsInfo[28].Value=0
OsInfo[29].Key=osver
OsInfo[29].Value=10.0.22621.4169.amd64fre.ni_release.220506-1250
OsInfo[30].Key=buildflightid
OsInfo[31].Key=edition
OsInfo[31].Value=ServerRdsh
OsInfo[32].Key=ring
OsInfo[32].Value=Retail
OsInfo[33].Key=expid
OsInfo[33].Value=MD:283BAEF,ME:2E30985,ME:2E30A2A,ME:3036FD6,MD:3037091
OsInfo[34].Key=fconid
OsInfo[34].Value=19194309,0,2,0;26742989,0,1,0;35681102,0,1,0;36803287,0,2,1;36803295,0,2,0;38277973,0,1,1;39145991,0,2,0;39281392,0,2,0;40025975,0,1,0;40616880,0,1,0;40883769,0,1,0;40981503,0,1,0;41135193,0,1,1;41137130,0,1,0;41267076,0,2,1;41342175,0,1,0;41655236,0,2,0;42105254,0,2,0;43133808,1,2,0;43169616,0,1,0;43203978,0,2,1;43772553,0,1,0;43844371,0,1,0;43978769,0,1,0;44325080,0,1,0;44521793,0,1,0;44552141,0,1,0;44776738,0,2,0;45009259,0,1,1;45185354,0,2,0;45286373,0,1,0;45732051,0,2,0;45796396,0,2,0;45825686,0,1,0;45991456,0,1,1;46457961,0,1,1;46541070,0,2,0;46551074,0,1,0;46557400,0,1,0;47115450,0,1,0;47134595,0,1,0;47205155,0,2,0;47268464,2,2,1;47410248,0,1,0;47681899,0,1,0;47916854,0,1,0;47973375,0,1,0;48057519,0,2,0;48296377,0,1,0;48433541,0,2,0;48433706,0,2,0;48433719,0,1,0;48468527,0,2,0;48468541,0,2,0;48503047,0,2,0;48540091,0,2,1;49006888,0,1,1;49084341,0,1,1;49106743,0,2,0;49175271,0,2,0;49204591,0,1,1;49239926,0,1,0;49309588,0,1,0;49408394,0,1,1;49577493,0,1,0;49615603,0,1,0;49689210,0,1,1;49822061,0,1,0;50174338,0,1,0;50288426,0,1,1;50480279,0,1,0;50556886,0,2,0;50557073,0,1,0;50564196,0,1,0;50564332,0,1,0;50565209,0,1,0;50565295,0,1,0;50762615,0,1,0;51578581,0,1,0;51944598,0,1,0;52087985,0,1,1;52443941,0,1,0
OsInfo[35].Key=containerid
OsInfo[36].Key=containertype
OsInfo[37].Key=edu
OsInfo[37].Value=0
OsInfo[38].Key=servicinginprogress
OsInfo[38].Value=0
OsInfo[39].Key=featureupdatependingreboot
OsInfo[39].Value=0
FriendlyEventName=Stopped working
ConsentKey=APPCRASH
AppName=Adobe Acrobat
AppPath=C:\Program Files\Adobe\Acrobat DC\Acrobat\Acrobat.exe
NsPartner=windows
NsGroup=windows8
ApplicationIdentity=97D066A5075339EF2CAD0D3D59E99EE6
MetadataHash=149723985

このトピックへの返信は締め切られました。

返信数 4

A
Adobe Employee
Aakash Deep
Adobe Employee
October 23, 2024

Hi @mark_0908 / @vasilisr80014726 /@karl_6105 /@joe_5643 

 

Please share the crash dumps for further investigation. Please refer: https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html for the same.

F
Flavio235240539w7l
Participant
November 25, 2024

Same issue. Any update for fixing it?  Thank you

K
karl_6105
Participant
December 2, 2024

For us, this had to do with a third party agent where we needed to exclude the acrobat process and subprocesses. Double check your AV / DLP / Workspace management exclusions. 

K
karl_6105
Participant
October 21, 2024

We're observing a large number of these crashes as well. Have you made any progress?

V
vasilisr80014726
Participant
October 22, 2024

The same here , windows 11 pro

log id: 60c1c051-87bd-4812-b737-d41a9f6db0b7

K
karl_6105
Participant
October 22, 2024

is your adobe product x32 or 64?

C
Community Manager
Chetan23677088sx52Community Manager
Community Manager
October 18, 2024

Hi @mark_0908 

Hi

Apologies for the problem. can you please share us the logs so that we can look into the issue

Steps

  1. Close Acrobat
  2. Download and run Diagnostics utility https://helpx.adobe.com/acrobat/kb/acrobat-diagnostics.html
  3. Select Start Diagnostics.
  4. Now Open Acrobat and reproduce the issue.
  5. Select Stop Monitoring, and share the log ID with us.

 

Thanks

Chetan

J
joe_5643
Participant
October 11, 2024

We're having same issues on multiple Windows 10 PCs.  

Log Name: Application
Source: Application Hang
Date: 10/11/2024 8:16:34 AM
Event ID: 1002
Task Category: (101)
Level: Error
Keywords: Classic
User: N/A
Computer: SHOP-2
Description:
The program Acrobat.exe version 24.3.20180.0 stopped interacting with Windows and was closed. To see if more information about the problem is available, check the problem history in the Security and Maintenance control panel.
Process ID: 32bc
Start Time: 01db1bf080ccdb53
Termination Time: 30
Application Path: C:\Program Files\Adobe\Acrobat DC\Acrobat\Acrobat.exe
Report Id: 29d2e741-14c7-4af7-96cb-d26f29b8e33c
Faulting package full name:
Faulting package-relative application ID:
Hang type: Unknown

Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
<System>
<Provider Name="Application Hang" />
<EventID Qualifiers="0">1002</EventID>
<Version>0</Version>
<Level>2</Level>
<Task>101</Task>
<Opcode>0</Opcode>
<Keywords>0x80000000000000</Keywords>
<TimeCreated SystemTime="2024-10-11T15:16:34.7642552Z" />
<EventRecordID>269881</EventRecordID>
<Correlation />
<Execution ProcessID="0" ThreadID="0" />
<Channel>Application</Channel>
<Computer>SHOP-2</Computer>
<Security />
</System>
<EventData>
<Data>Acrobat.exe</Data>
<Data>24.3.20180.0</Data>
<Data>32bc</Data>
<Data>01db1bf080ccdb53</Data>
<Data>30</Data>
<Data>C:\Program Files\Adobe\Acrobat DC\Acrobat\Acrobat.exe</Data>
<Data>29d2e741-14c7-4af7-96cb-d26f29b8e33c</Data>
<Data>
</Data>
<Data>
</Data>
<Data>Unknown</Data>
<Binary>55006E006B006E006F0077006E0000000000</Binary>
</EventData>
</Event>

C
Community Manager
Chetan23677088sx52Community Manager
Community Manager
October 18, 2024

Hi  @joe_5643 

 

Apologies for the problem. can you please share us the logs so that we can look into the issue

Steps

  1. Close Acrobat
  2. Download and run Diagnostics utility https://helpx.adobe.com/acrobat/kb/acrobat-diagnostics.html
  3. Select Start Diagnostics.
  4. Now Open Acrobat and reproduce the issue.
  5. Select Stop Monitoring, and share the log ID with us.

 

Thanks

Chetan

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