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kglad
Community Expert
kgladCommunity Expert
Community Expert
Feb 9, 2025 6:46 PM UTC
Question

acrobat pro crashing within ~5 seconsds of opening a downloaded document

with other pdf, i have no problems.

 

now, here's what's baffling me, on win 10 version 22H2 (build 19045.5440)

 

1.  i've restarted my computer (several times today after trying the various "fixes")

2. i was able to open and edit this pdf yesterday.

3. i've redownload this document (tried with chrome, edge and firefox) and all crash acrobat today.

4. i can open and edit this pdf using reader online without issue.

5. i've checked for acrobat updates (none available, i have v 24.1)

6. i've run acrobat help > repair

7. i've uninstalled acrobat and reinstalled (no cleaner used).

8. i can view all 31 page of this document in acrobat, if i scroll quickly enough (crash occurs after about 5 seconds), and they all appear to be normal.

9. i have plenty of drive space (and i've tried opening from 2 different hard drives).

10. i can view all 31 pages in my acrobat preview panel

 

but i can't figure out what could be causing this and how to fix it.

 

12 replies

Adobe Employee
Aakash Deep
Adobe Employee
Feb 12, 2025 6:01 AM UTC

Hi @kglad ,

 

Requesting you share the dump files with us.

 

For Crash dumps (.dmp) files:

  1. Refer ‘Using Windows error reporting to collect Acrobat/Reader crash dumps’ section.
  2. Or you can run the below commands in the Run dialog
    1. REG ADD "HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\Windows Error Reporting\LocalDumps"
      REG ADD "HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\Windows Error Reporting\LocalDumps" /v DumpFolder /t REG_EXPAND_SZ /d "%LOCALAPPDATA%\CrashDumps"
      REG ADD "HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\Windows Error Reporting\LocalDumps" /v DumpCount /t REG_DWORD /d 0x00000040
      REG ADD "HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\Windows Error Reporting\LocalDumps" /v DumpType /t REG_DWORD /d 0x00000002
  3. You will find the dumps at: "%LOCALAPPDATA%\CrashDumps"

 

Thanks

Aakash

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kglad
Community Expert
kgladCommunity ExpertAuthor
Community Expert
Feb 12, 2025 1:18 PM UTC

@Aakash Deep 

 

i already had a LocalDumps key but the only value was default.  i added the 3 values (recommended at the link you just posted) in LocalDumps and opened the problematic file in acrobat and checked the crash dumps folder where i saw only files from 2/9 (the date when this problem first occurred).  i  again opened the file in acrobat and after the crash, rechecked the folder and saw the same 10 files.

 

 

 

anyway, here's the last dmp file, https://www.kglad.com/Files/forums/Acrobat.exe.21152.dmp.zip

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Adobe Employee
Aakash Deep
Adobe Employee
Feb 13, 2025 5:00 AM UTC

Thanks for sharing the logs. We will get to you on this after our investigation. Meanwhile, can you share the file with us as well?

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justlearn
Community Expert
justlearnCommunity Expert
Community Expert
Feb 10, 2025 11:32 AM UTC

@kglad could it be a corrupted file?

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m
kglad
Community Expert
kgladCommunity ExpertAuthor
Community Expert
Feb 10, 2025 1:16 PM UTC

anything's possible but i don't understand why a clean download won't work now.

 

these is part of the crash report

 

<?xml version="1.0"?>
<!DOCTYPE AdobeCrashReport SYSTEM "AdobeCrashReporter.dtd">
<crashreport serviceVersion="16.7.0.202408221003_c7c60a5" clientVersion="16.7.0.202408221003_c7c60a5" applicationName="Adobe Acrobat" applicationVersion="24.005.20399" build="0" source="Windows-Client" crashType="n/a">
<time year="2025" month="2" day="10" hour="5" minute="12" second="1" timeoffset="-480" timezone="Pacific Standard Time" crsessionduration="9"/>
<user guid="7c1e9b6d-b640-4cdc-afd8-4da32fdbff8c"/>
<system platform="Windows 10 Pro" osversion="10.0" osbuild="19045" applicationlanguage="en-us" userlanguage="en-US" oslanguage="en-US" ram="32168" machine="Intel(R) Core(TM) i7-6700K CPU @ 4.00GHz" model="Intel64 Family 6 Model 94 Stepping 3" cpuCount="8" cpuType="8664" cpuFreq="4008 MHz" processorArchitecture="9"/>
<gpu>
<gpuinfo availability="Off Line" adapterCompatibility="Intel Corporation" adapterRAM="1024 MB" caption="Intel(R) HD Graphics 530" description="Intel(R) HD Graphics 530" driverDate="20220721000000.000000-000" driverVersion="31.0.101.2112" videoModeDescription="" pnpDeviceID="PCI&#92;VEN_8086&#38;DEV_1912&#38;SUBSYS_86941043&#38;REV_06&#92;3&#38;11583659&#38;0&#38;10" installedDisplayDrivers="igd10iumd64.dll,igd12umd64.dll,igdumdim64.dll"/>
<gpuinfo availability="Running/Full Power" adapterCompatibility="NVIDIA" adapterRAM="4095 MB" caption="NVIDIA GeForce GTX 1050 Ti" description="NVIDIA GeForce GTX 1050 Ti" driverDate="20240814000000.000000-000" driverVersion="32.0.15.6094" videoModeDescription="3840 x 2160 x 4294967296 colors" pnpDeviceID="PCI&#92;VEN_10DE&#38;DEV_1C82&#38;SUBSYS_37291458&#38;REV_A1&#92;4&#38;2D78AB8F&#38;0&#38;0008" installedDisplayDrivers="nvldumdx.dll"/>
</gpu>
<crash exception="EXCEPTION_ACCESS_VIOLATION" exceptionCode="0xc0000005" instruction="0x000000005D79297D">
<backtrace crashedThread="0">
<thread index="0">

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AnandSri
AnandSri
Legend
Feb 11, 2025 3:43 PM UTC

Hi @kglad!

 

I hope you're doing well, and we apologize for the delayed response and the trouble.

 

Could you please share the affected file and a fresh crash logs using the Crash Collector tool for further investigation? 

 

Thank you,

Anand Sri.

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