Participating Frequently

Question

Adobe crashing after launching

Forum|Forum|26 days ago
March 16, 2026
10 replies
2072 views

We have 50+ users today that are having Adobe crash a few seconds after launching it.

error report detail - <crash exception="EXCEPTION_ACCESS_VIOLATION" exceptionCode="0xc0000005" instruction="0x00007FFEFD2FA295">

It was working fine last week

Adobe reader works fine for the same user on their same machine.

Adobe version: 23.006.20320

We have found that uninstalling and reinstalling seems to fix it but would like to know the root cause and other ways to remediate this or if other businesses / users have been impacted.

T

Tariq Ahmad Dar

Community Manager

Hi @MarkyMarkGC ,

We have a latest release available, https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/index.html. I would recommend trying the latest update.

If the issue persists, please help us by providing crash logs. For crash or freezing issue, we would require crash logs: https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html

Upload logs to any Cloud Drive(One Drive, Google Drive, Dropbox, etc)

Let us know how it works.

~Tariq

lara37464299uka4

Participant

Is there an update or a fix on this please?

MarkyMarkGCAuthor

Participating Frequently

A temporary workaround is deleting the NglFeatureConfig file located in the users AppData directory.

The perm fix is to apply an adobe update. We are deploying an update to all impacted users - Adobe_AcrobatDCProx64_Update_25.001.21288_R01

User1011

Participant

Are there any solutions for the problem?

viji_27

Participant

Previous user posted this workaround which worked for us:

- When the sandbox is enabled: %temp%/acrobat_sbx/NGL/NglFeatureConfig
- When the sandbox is disabled: %temp%/NGL/NglFeatureConfig

Updating Adobe to later release also worked(we’re on continuous release v25.001.21288)

Z

ZA24

Are you able to check and see if the impacted machines received the latest Zoom Workplace update?

MarkyMarkGCAuthor

Participating Frequently

We don’t have zoom as part of our SOE ( We use Teams).

Z

ZA24

Thank you. We don’t either, however users have it installed to join external meetings. The only common thing we found on all impacted endpoints (every single one!) was a Zoom Workplace update: version: 6.7.8 (32670) which was released mid last week.

viji_27

Participant

We’re having the same issue. Is there a link to the incident so we can follow up on updates?

MarkyMarkGCAuthor

Participating Frequently

We did log a case to Adobe via the portal. They did mention other businesses are impacted as well. Not sure on their main/parent incident number.

User-mR

Participant

A workaround that worked for us.

Delete the following file/paths:

- When the sandbox is enabled: %temp%/acrobat_sbx/NGL/NglFeatureConfig
- When the sandbox is disabled: %temp%/NGL/NglFeatureConfig

Benderhaus

Participant

So far this workaround is holding for us.

S

SinnEDV

Participant

We have the same problem since this morning on some of our machines.

Reinstall doesn’t fix the issue. After that it just crashes without showing the error report dump.

We can’t pinpoint what has changed that this comes up. We got clients with and without the lastest Windows Updates so that doesn’t seem to be a factor.

Does someone have further info on this issue?

Cheers.

S

SinnEDV

Participant

Since i can’t edit my original post….:

After excluding the profile and plugins and the last MS Update KB as a reason and unsuccessfully uninstalling/reinstalling it we fixed the problem by running the Remote Update Manager (RUM).