Adobe Acrobat Reader crashes after startup in Windows

Forum|Forum|1 year ago
July 7, 2025
3 replies
816 views

Product name: Adobe Acrobat

Product version: 25.1.20531.0

Adobe acrobat reader crashes everytime I try to open a pdf file. It opens up the file then immediately after a few seconds it crashes down with the following error report:

<?xml version="1.0"?>
<!DOCTYPE AdobeCrashReport SYSTEM "AdobeCrashReporter.dtd">
<crashreport serviceVersion="23.0.0.202412091359_9601250" clientVersion="23.0.0.202412091359_9601250" applicationName="Adobe Acrobat" applicationVersion="25.001.20531" build="0" source="Windows-Client" crashType="n/a">
<time year="2025" month="7" day="7" hour="13" minute="53" second="24" timeoffset="570" timezone="Cen. Australia Standard Time" crsessionduration="34"/>
<user guid="e0549c5c-426a-434e-9444-1a29a80f8bbf"/>
<system platform="Windows 10 Pro" osversion="10.0" osbuild="19045" applicationlanguage="en-us" userlanguage="en-AU" oslanguage="en-US" ram="7966" machine="Intel(R) Core(TM) i5-9500T CPU @ 2.20GHz" model="Intel64 Family 6 Model 158 Stepping 10" cpuCount="6" cpuType="8664" cpuFreq="2208 MHz" processorArchitecture="9"/>
<gpu>
<gpuinfo availability="Running/Full Power" adapterCompatibility="Intel Corporation" adapterRAM="1024 MB" caption="Intel(R) UHD Graphics 630" description="Intel(R) UHD Graphics 630" driverDate="20240813000000.000000-000" driverVersion="31.0.101.2130" videoModeDescription="1600 x 900 x 4294967296 colors" pnpDeviceID="PCI\VEN_8086&DEV_3E92&SUBSYS_8598103C&REV_00\3&11583659&1&10" installedDisplayDrivers="igd10iumd64.dll,igd12umd64.dll,igdumdim64.dll"/>
</gpu>
<crash exception="EXCEPTION_ACCESS_VIOLATION" exceptionCode="0xc0000005" instruction="0x00000000567AA2F3">
<backtrace crashedThread="0">
<thread index="0">
<stackStatement index="0" address="0x00000000567AA2F3" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>
<stackStatement index="1" address="0x00000000567A9A21" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>
<stackStatement index="2" address="0x00000000567D2277" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>
<stackStatement index="3" address="0x00000000567CEDF6" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>
<stackStatement index="4" address="0x00000000567CDF7E" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>
<stackStatement index="5" address="0x00000000554C6953" symbolname="DllCanUnloadNow"/>
<stackStatement index="6" address="0x00000000554C412E" symbolname="DllCanUnloadNow"/>
<stackStatement index="7" address="0x00000000554C22EC" symbolname="DllCanUnloadNow"/>
<stackStatement index="8" address="0x00000000554BFF10" symbolname="DllCanUnloadNow"/>
<stackStatement index="9" address="0x0000000055434DF0" symbolname="AIDE::AIDEFormatType::operator="/>
<stackStatement index="10" address="0x00007FFA5BACEF5C" symbolname="CallWindowProcW"/>
<stackStatement index="11" address="0x00007FFA5BACE684" symbolname="DispatchMessageW"/>
<stackStatement index="12" address="0x0000000055E884E4" symbolname="CTJPEGReader::CTJPEGReader"/>
<stackStatement index="13" address="0x0000000055E88562" symbolname="CTJPEGReader::CTJPEGReader"/>
<stackStatement index="14" address="0x0000000055E810FD" symbolname="CTJPEGReader::CTJPEGReader"/>
<stackStatement index="15" address="0x0000000055E8DB51" symbolname="CTJPEGReader::CTJPEGReader"/>
<stackStatement index="16" address="0x0000000055E8F47F" symbolname="CTJPEGReader::CTJPEGReader"/>
<stackStatement index="17" address="0x0000000055E8C750" symbolname="CTJPEGReader::CTJPEGReader"/>
<stackStatement index="18" address="0x0000000055E8C5CA" symbolname="CTJPEGReader::CTJPEGReader"/>
<stackStatement index="19" address="0x0000000055B9360B" symbolname="DllGetClassObject"/>
<stackStatement index="20" address="0x0000000057A7A081" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>
<stackStatement index="21" address="0x0000000056845DC0" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>
<stackStatement index="22" address="0x0000000056842173" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>
<stackStatement index="23" address="0x0000000055CA3833" symbolname="AX_PDXlateToHostEx"/>
<stackStatement index="24" address="0x0000000055CA35B8" symbolname="AX_PDXlateToHostEx"/>
<stackStatement index="25" address="0x0000000055CA31A3" symbolname="AX_PDXlateToHostEx"/>
<stackStatement index="26" address="0x000000005676A9AB" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>
<stackStatement index="27" address="0x00000000564B581C" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>
<stackStatement index="28" address="0x0000000056A396BA" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>
<stackStatement index="29" address="0x00000000568C3E63" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>
<stackStatement index="30" address="0x00000000568C3245" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>
<stackStatement index="31" address="0x000000005677F9A3" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>
<stackStatement index="32" address="0x000000005677F7E7" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>
<stackStatement index="33" address="0x0000000056789A8E" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>
<stackStatement index="34" address="0x0000000055500D3D" symbolname="DllCanUnloadNow"/>
<stackStatement index="35" address="0x000000005550050E" symbolname="DllCanUnloadNow"/>
<stackStatement index="36" address="0x00007FFA5BACEF5C" symbolname="CallWindowProcW"/>
<stackStatement index="37" address="0x00007FFA5BACE684" symbolname="DispatchMessageW"/>
<stackStatement index="38" address="0x000000005571B998" symbolname="DllCanUnloadNow"/>
<stackStatement index="39" address="0x000000005571AEBC" symbolname="DllCanUnloadNow"/>
<stackStatement index="40" address="0x000000005571AD8D" symbolname="DllCanUnloadNow"/>
<stackStatement index="41" address="0x0000000055426CD2" symbolname="AcroWinMainSandbox"/>
<stackStatement index="42" address="0x0000000055422A88" symbolname="AcroWinMainSandbox"/>
<stackStatement index="43" address="0x00007FF6E46FC15C" symbolname="CreateCoreWebview2EnvironmentSandbox"/>
<stackStatement index="44" address="0x00007FF6E47E0E32" symbolname="AcroRd32IsBrokerProcess"/>
<stackStatement index="45" address="0x00007FFA5BC77374" symbolname="BaseThreadInitThunk"/>
<stackStatement index="46" address="0x00007FFA5C3DCC91" symbolname="RtlUserThreadStart"/>
</thread>
</backtrace>
<registerSet>
<register name="RAX" value="0x0000000000000000"/>
<register name="RBX" value="0x0000000000000000"/>
<register name="RCX" value="0x00000201825948C0"/>
<register name="RDX" value="0x000002018796DA80"/>
<register name="RSI" value="0x0000000000000000"/>
<register name="RDI" value="0x000002018796DA80"/>
<register name="RSP" value="0x0000008B728FD310"/>
<register name="RBP" value="0x000002018A824F30"/>
<register name="RIP" value="0x00000000567AA2F3"/>
<register name="EFL" value="0x0000000000010206"/>
<register name="LastExceptionToRip" value="0x0000000000000000"/>
<register name="LastExceptionFromRip" value="0x0000000000000000"/>
</registerSet>

</hbLogSessionDllStatus>
</crash>

Before you ask, I've already tried repairing, reinstalling, completely uninstalling using Adobe uninstaller and Revo uninstaller, reinstalled using a fresh installer. But none of them seem to fix it.

Tariq Dar

Legend

Hi @Sanjaya36138872gmfg,

Thank you for reaching out, and sorry for the troubled experience and for sharing details.

Given the issue details, it seems the issue is specific to your machine, as we don't have such reports available. Let us try the following, and let us know how it works.

Try uninstalling Acrobat using the Cleaner tool: https://adobe.ly/44xMUjX
Reinstall and let us know how it works.

If the issue is still reproducible, try enabling a new user profile and checking if it reoccurs.

If the issue is still reproducible, help us with the following:

Please follow the steps below to collect diagnostic information:

Step 1: Run the Adobe Diagnostic Utility

Download the utility from this link: https://adobe.ly/4nqkAbE
Open the tool and click Start Diagnostics.
Ensure Advanced Logging is enabled.
Launch Acrobat and reproduce the crash or freeze (open the “What’s New” window).
Once the issue occurs, return to the utility and click Stop Monitoring.
Copy the Log ID shown and share it with us here.

Step 2: Collect Crash Logs. If Acrobat/Reader is crashing (and not just freezing), we also need crash logs:

Instructions: https://adobe.ly/44afCIz
Once collected, upload the logs to any cloud drive (e.g., OneDrive, Google Drive, Dropbox) and share the link with us.

~Tariq

Sanjaya36138872gmfgAuthorCorrect answer

Turns out it was the Windows User profile issue. I tested Adobe Reader on a different user profile and it didn't crash. Looks like I'll have to create a new profile for the user.

Souvik Sadhu

Thanks for letting us know what worked for you.

Marking the statement as correct answer for future users to use as a reference.

Regards,
Souvik.

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