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M
marks10239473
Participant
March 28, 2018
Question

Adobe Acrobat crashing when left open on editing document

  • March 28, 2018
  • 1 reply
  • 605 views

I have a user which is having their Acrobat standard crash when they open a document for editing, and it stays that way for too long. When they come back to it after working on other things, it crashes with this error:

Problem signature:

  Problem Event Name: BEX

Application Name: Acrobat.exe

Application Version: 15.6.30417.5399

Application Timestamp: 5a8f8ede

Fault Module Name: MSVCR120.dll

Fault Module Version: 12.0.40660.0

Fault Module Timestamp: 577e0f1e

Exception Offset: 000a7646

Exception Code: c0000409

Exception Data: 00000007

  OS Version: 6.3.9600.2.0.0.16.7

Locale ID: 3081

Additional Information 1: 5a4b

  Additional Information 2: 5a4b7be4464e031e5d6b1e7648c1e55d

Additional Information 3: c36d

Additional Information 4: c36d4b8f18060ff0eedda2d4bafb51c3

This topic has been closed for replies.

1 reply

AnandSri
AnandSri
Legend
March 28, 2018

Hello Marks,

We apologize for the inconvenience caused, as per the description above, Acrobat Standard is crashing when it is left on edit PDF Window, Is that correct?

Please check for any pending updates of Acrobat from help>check for updates, restart the machine after installing the updates.

Repair Acrobat from help>repair installation(only for Windows), reboot the machine and see if this brings any difference.

You can also reset the preferences of Acrobat, to reset the preferences refer to How to reset Acrobat Preference settings to default.

Is Acrobat is crashing with one PDF file or with all the PDF file? Have you tried with any other PDF file?

If it is specific to one PDF file, Is it possible to share the PDF file with us? To share the file, please use Adobe Send feature, upload the file, share the link to files via private message only, How Do I Send Private Message

If the issue still persists with all the PDF file, please share the following details:

You can also refer and try the suggestions from the following KB article Resolve Acrobat DC intermittent crashes on Windows

Let us know how it goes and share your findings.

Regards,

Anand Sri.

M
marks10239473Author
Participant
March 28, 2018

Thanks for your reply. I've tried the above steps, and it is fully up to date.

version is:

2015 Release (Classic) Version 2015.006.30417

OS is Server 2012 R2.

I have other users which use this same machine that don't have the problem.

It is more than one PDF file that is causing it as well.

AnandSri
AnandSri
Legend
March 29, 2018

Thank you for the information and sorry for the trouble. Remove Acrobat using the Acrobat cleaner tool Download Adobe Reader and Acrobat Cleaner Tool - Adobe Labs

Reboot the machine and install Acrobat back from Download Pro or Standard versions of Acrobat DC | Non-subscription

Let us know how it goes.

Regards,

Anand Sri.

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