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Tony32231731hjrt
Participating Frequently
September 12, 2023
Question

Adobe Acrobat Crash Issue - Need Assistance

  • September 12, 2023
  • 1 reply
  • 8230 views

Hello,

 

I am writing to seek assistance with a persistent issue I am facing with the latest version of Adobe Acrobat. Whenever I attempt to load print presets, Adobe Acrobat crashes. I have already conducted some troubleshooting steps and identified an error in the Windows logs. Here are the details:

 

Application Name: Acrobat.exe Application Version: 23.6.20320.0 Timestamp: 0x64f8fdd7

Faulting Module Name: ntdll.dll Module Version: 10.0.19041.3324 Timestamp: 0xda4a9f63

Exception Code: 0xc0000008 Error Offset: 0x00000000000a0f6a

Faulting Process ID: 0x42b4

Faulting Application Start Time: 0x01d9e5652d79419b

Faulting Application Path: C:\Program Files\Adobe\Acrobat DC\Acrobat\Acrobat.exe

Faulting Module Path: C:\WINDOWS\SYSTEM32\ntdll.dll

Report ID: e9b20d47-556e-4e14-80b6-c677d979e4df

 

I have already attempted the following troubleshooting steps:

  1. Updated Adobe Reader DC to the latest version.
  2. Disabled the new preview version of Adobe.
  3. Repaired system files using "SFC /scannow."
  4. Reinstalled Adobe Reader DC after purging the registry.

 

Despite these efforts, the issue persists. I would greatly appreciate any guidance or solutions you can provide to resolve this problem.

 

    1 reply

    Amal.
    Community Manager
    Amal.Community Manager
    Community Manager
    September 12, 2023

    Hi @Tony32231731hjrt 

     

    Hope you are doing well, and thanks for reaching out.

     

    As you already have the latest version of Acrobat (23.06.20320), please try to repair the application from the help menu, reboot the computer once (Win Only), and check.

     

    For testing purposes, please try to turn off the protected mode. Go to Edit > Preferences > Enhanced Security > uncheck 'Enable protected mode at startup' and Turn off the protected mode and reboot the application.
    Note: Please turn on the security after testing to avoid any security risk.

     

    You may also try to create a new test user profile with full admin rights in Win and try using the application there and check.

    Also, please go through the help page https://helpx.adobe.com/acrobat/kb/acrobat-dc-crashes-on-windows-os.html and check.

     

    Let us know how it goes.

     

    ~Amal

    T
    Tony32231731hjrtAuthor
    Participating Frequently
    October 3, 2023

    Hello Amal,

     

    We have diligently followed all of your suggestions, but unfortunately, none of them have resolved the issue. Despite our best efforts, the problem with Adobe Acrobat persists.

    Do you have any other recommendations or solutions that we can try to resolve this matter? 

     

     

    Amal.
    Community Manager
    Amal.Community Manager
    Community Manager
    October 3, 2023

    Hi there

    We are sorry to hear that the issue still persists, Would you mind collecting the Adobe CC logs https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html  , Procmon logs (Win Only) https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html  and Crash/freeze logs https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html  share them via any cloud storage. Just upload the log file to the cloud and generate the link and share that link with us for further investigation.

    Regards
    Amal

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