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J
Justin26584233acz5
Participant
October 13, 2022
Question

Adobe Document Cloud for Microsoft Outlook is Crashing Outlook (Bug)

  • October 13, 2022
  • 6 replies
  • 10553 views

Good Afternoon Adobe Peeps,

 

I have a client who uses Acrobat DC Pro 2022.002.20212 and Outlook build 1808.10390.20024

If Adobe Document Cloud for Microsoft Outlook is enabled and they attempt to drag an email into a task or use the Windows File Explorer through "Attach Files" Outlook crashes and two dumps are created.

 

I have attached a copy of a screenshot I created within my Outlook which does not have this issue as I do not use that Add-in. However same results if I use the add-in on a different system.

 

Can an Adobe Software Engineer help us all out here?

Essentially the Adobe Dump is

This dump file has an exception of interest stored in it.
The stored exception information can be accessed via .ecxr.
(2ae4.19e4): Unknown exception - code c0000374 (first/second chance not available)
For analysis of this file, run !analyze -veax=00000000 ebx=00000000 ecx=77d7ec7c edx=77e1c8d0 esi=00000002 edi=00000000
eip=77d7f04c esp=04dcd9bc ebp=04dcd9f0 iopl=0         nv up ei pl nz na po nc
cs=0023  ss=002b  ds=002b  es=002b  fs=0053  gs=002b             efl=00200202
ntdll!NtWaitForMultipleObjects+0xc:
77d7f04c c21400          ret     14h
0:000> !analyze -v
*******************************************************************************
*                                                                             *
*                        Exception Analysis                                   *
*                                                                             *
*******************************************************************************


KEY_VALUES_STRING: 1

    Key  : Analysis.CPU.mSec
    Value: 5171

    Key  : Analysis.DebugAnalysisManager
    Value: Create

    Key  : Analysis.Elapsed.mSec
    Value: 8760

    Key  : Analysis.IO.Other.Mb
    Value: 0

    Key  : Analysis.IO.Read.Mb
    Value: 1

    Key  : Analysis.IO.Write.Mb
    Value: 1

    Key  : Analysis.Init.CPU.mSec
    Value: 3186

    Key  : Analysis.Init.Elapsed.mSec
    Value: 2240397

    Key  : Analysis.Memory.CommitPeak.Mb
    Value: 77

    Key  : Timeline.Process.Start.DeltaSec
    Value: 30

    Key  : WER.OS.Branch
    Value: rs1_release

    Key  : WER.OS.Timestamp
    Value: 2022-04-29T17:32:00Z

    Key  : WER.OS.Version
    Value: 10.0.14393.5125

    Key  : WER.Process.Version
    Value: 22.2.20212.0


FILE_IN_CAB:  Acrobat.exe.10980.dmp

NTGLOBALFLAG:  0

PROCESS_BAM_CURRENT_THROTTLED: 0

PROCESS_BAM_PREVIOUS_THROTTLED: 0

APPLICATION_VERIFIER_FLAGS:  0

CONTEXT:  (.ecxr)eax=04dce4b8 ebx=77e1c908 ecx=00000001 edx=77e1c8d0 esi=00000002 edi=1c075078
eip=77de8fb1 esp=04dce494 ebp=04dce524 iopl=0         nv up ei pl zr na pe nc
cs=0023  ss=002b  ds=002b  es=002b  fs=0053  gs=002b             efl=00200246
ntdll!RtlReportCriticalFailure+0x89:
77de8fb1 eb33            jmp     ntdll!RtlReportCriticalFailure+0xbe (77de8fe6)
Resetting default scope

EXCEPTION_RECORD:  (.exr -1)ExceptionAddress: 77de8fb1 (ntdll!RtlReportCriticalFailure+0x00000089)
   ExceptionCode: c0000374
  ExceptionFlags: 00000001
NumberParameters: 1
   Parameter[0]: 77e1c8d0

PROCESS_NAME:  Acrobat.exe

ERROR_CODE: (NTSTATUS) 0xc0000374 - A heap has been corrupted.

EXCEPTION_CODE_STR:  c0000374

EXCEPTION_PARAMETER1:  77e1c8d0

ADDITIONAL_DEBUG_TEXT:  Enable Pageheap/AutoVerifer ; Followup set based on attribute [Is_ChosenCrashFollowupThread] from Frame:[0] on thread:[PSEUDO_THREAD]

FAULTING_THREAD:  000019e4

STACK_TEXT:  
00000000 00000000 heap_corruption!Acrobat.exe+0x0


STACK_COMMAND:  ** Pseudo Context ** ManagedPseudo ** Value: ffffffff ** ; kb

SYMBOL_NAME:  heap_corruption!Acrobat.exe

MODULE_NAME: heap_corruption

IMAGE_NAME:  heap_corruption

FAILURE_BUCKET_ID:  HEAP_CORRUPTION_c0000374_heap_corruption!Acrobat.exe

OS_VERSION:  10.0.14393.5125

BUILDLAB_STR:  rs1_release

OSPLATFORM_TYPE:  x86

OSNAME:  Windows 10

FAILURE_ID_HASH:  {9a64faf1-4b9b-18b3-e914-9d7753a0a49c}

Followup:     MachineOwner
---------

 

The Outlook Crash dump is:

This dump file has an exception of interest stored in it.
The stored exception information can be accessed via .ecxr.
(5c9c.5af0): Security check failure or stack buffer overrun - code c0000409 (first/second chance not available)
Subcode: 0x7 FAST_FAIL_FATAL_APP_EXIT 
For analysis of this file, run !analyze -veax=00000001 ebx=00000000 ecx=00000007 edx=00000000 esi=00000003 edi=00000000
eip=776a8b2b esp=02eede00 ebp=02eede14 iopl=0         nv up ei pl nz na po nc
cs=0023  ss=002b  ds=002b  es=002b  fs=0053  gs=002b             efl=00200202
ucrtbase!abort+0x4b:
776a8b2b cd29            int     29h
0:000> !analyze -v
*******************************************************************************
*                                                                             *
*                        Exception Analysis                                   *
*                                                                             *
*******************************************************************************

*** WARNING: Unable to verify timestamp for WWLIB.DLL
Unable to load image C:\Program Files (x86)\Common Files\Microsoft Shared\Office16\mso98win32client.dll, Win32 error 0n2
*** WARNING: Unable to verify timestamp for mso98win32client.dll

KEY_VALUES_STRING: 1

    Key  : Analysis.CPU.mSec
    Value: 6624

    Key  : Analysis.DebugAnalysisManager
    Value: Create

    Key  : Analysis.Elapsed.mSec
    Value: 8775

    Key  : Analysis.IO.Other.Mb
    Value: 4

    Key  : Analysis.IO.Read.Mb
    Value: 0

    Key  : Analysis.IO.Write.Mb
    Value: 48

    Key  : Analysis.Init.CPU.mSec
    Value: 10968

    Key  : Analysis.Init.Elapsed.mSec
    Value: 252892

    Key  : Analysis.Memory.CommitPeak.Mb
    Value: 163

    Key  : FailFast.Name
    Value: FATAL_APP_EXIT

    Key  : FailFast.Type
    Value: 7

    Key  : Timeline.Process.Start.DeltaSec
    Value: 3057

    Key  : WER.OS.Branch
    Value: rs1_release

    Key  : WER.OS.Timestamp
    Value: 2022-04-29T17:32:00Z

    Key  : WER.OS.Version
    Value: 10.0.14393.5125

    Key  : WER.Process.Version
    Value: 16.0.10390.20024


FILE_IN_CAB:  OUTLOOK.EXE.23708.dmp

NTGLOBALFLAG:  0

PROCESS_BAM_CURRENT_THROTTLED: 0

PROCESS_BAM_PREVIOUS_THROTTLED: 0

APPLICATION_VERIFIER_FLAGS:  0

CONTEXT:  (.ecxr)eax=00000001 ebx=00000000 ecx=00000007 edx=00000000 esi=00000003 edi=00000000
eip=776a8b2b esp=02eede00 ebp=02eede14 iopl=0         nv up ei pl nz na po nc
cs=0023  ss=002b  ds=002b  es=002b  fs=0053  gs=002b             efl=00200202
ucrtbase!abort+0x4b:
776a8b2b cd29            int     29h
Resetting default scope

EXCEPTION_RECORD:  (.exr -1)ExceptionAddress: 776a8b2b (ucrtbase!abort+0x0000004b)
   ExceptionCode: c0000409 (Security check failure or stack buffer overrun)
  ExceptionFlags: 00000001
NumberParameters: 1
   Parameter[0]: 00000007
Subcode: 0x7 FAST_FAIL_FATAL_APP_EXIT 

PROCESS_NAME:  OUTLOOK.EXE

ERROR_CODE: (NTSTATUS) 0xc0000409 - The system detected an overrun of a stack-based buffer in this application. This overrun could potentially allow a malicious user to gain control of this application.

EXCEPTION_CODE_STR:  c0000409

EXCEPTION_PARAMETER1:  00000007

FAULTING_THREAD:  ffffffff

STACK_TEXT:  
02eee4e8 77b4c7e2 KERNELBASE!RaiseException+0x62
02eee54c 6dca7a46 VCRUNTIME140!_CxxThrowException+0x66
02eee57c 52d8a264 SendAsLinkCore+0x4a264
02eee580 02eee584 unknown!unknown+0x0
02eee584 52d9c74c SendAsLinkCore+0x5c74c
02eee588 52d92f70 SendAsLinkCore+0x52f70
02eee58c 80004003 unknown!unknown+0x0


SYMBOL_NAME:  SendAsLinkCore+4a264

MODULE_NAME: SendAsLinkCore

IMAGE_NAME:  SendAsLinkCore.dll

STACK_COMMAND:  .cxr 2eee088 ; kb ; ** Pseudo Context ** Pseudo ** Value: 9541170 ** ; kb

FAILURE_BUCKET_ID:  FAIL_FAST_FATAL_APP_EXIT_c0000409_SendAsLinkCore.dll!Unknown

OS_VERSION:  10.0.14393.5125

BUILDLAB_STR:  rs1_release

OSPLATFORM_TYPE:  x86

OSNAME:  Windows 10

IMAGE_VERSION:  22.2.20212.0

FAILURE_ID_HASH:  {082a3205-3769-6b46-87e6-a02a793de997}

Followup:     MachineOwner
---------

0:000> lmvm SendAsLinkCoreBrowse full module liststart    end        module name
52d40000 52da8000   SendAsLinkCore T (no symbols)           
    Loaded symbol image file: SendAsLinkCore.dll
    Image path: C:\Program Files (x86)\Adobe\Acrobat DC\PDFMaker\Mail\Outlook\SendAsLinkCore.dll
    Image name: SendAsLinkCore.dll
    Browse all global symbols  functions  data    Timestamp:        Wed Sep  7 16:43:36 2022 (63190278)
    CheckSum:         0006C0DF
    ImageSize:        00068000
    File version:     22.2.20212.0
    Product version:  22.2.20212.0
    File flags:       0 (Mask FFFF)
    File OS:          4 Unknown Win32
    File type:        2.0 Dll
    File date:        00000000.00000000
    Translations:     0000.04b0 0000.04e4 0409.04b0 0409.04e4
    Information from resource tables:

 

    This topic has been closed for replies.

    6 replies

    J
    Justin26584233acz5Author
    Participant
    March 18, 2024

    OP Here 
    After working with Adobe in 2022, I was basically told that the SendAsLink is not something they care about. 
    I am working with our clients to find an alternative solution to Adobe Acrobat. 

     

    And now 2 years later, with many version updated SendAsLink remains the same and ignored. Some clients prefer to this OneDrive despite our pushing to use OneDrive Links. They always reply the same "We pay for the software, how can they ignore us ..... maybe you aren't trying hard enough" 

    J
    Justin26584233acz5Author
    Participant
    January 11, 2023

    Update to the community:

     

    After calling support again, as my clients are growing very tired of this issue, there has been no movement on the dev team to fixed this poorly coded add-on. I am currently working my client to find an alternative solution since Adobe has made no commitment to reslove this issue. As seen here there are over 300 users effected in one company alone. 

     

    We're looking at large sending with OneDrive and we're evaluating other PDF editing solutions. 

     

    I understand the dev team has a lot of work to do all around, so it is nothing agaisnt Adobe, but now it is time review other solutions given that this is not a priority issue for them but it is for many of our clients. 

      E
      Eyal5FB1
      Participant
      January 11, 2023

      We've been testing the Microsoft/OneDrive option and it worked very well. Infact, I felt that the Adobe cloud solution is redundant since the OneDrive option id built into Outlook 

       

      We are considering removing the Adobe add-in from Outlook alltogether. It's 2023 and we are on Windows 11 and these kind if issues should be fixed at no time.

        E
        Eyal5FB1
        Participant
        January 11, 2023

        By the way, disabling the Acrobat plug-in in outlook speed up the Outlook startup tremendously. 

         

        1. Open registry and locate: HKEY_LOCAL_MACHINE\Software\Microsoft\Office\Outlook\Addins\

        2. Change the value in "LoadBehavior" from 3 to 2

        3. Close the registry

        4. Restart Outlook

        E
        Eyal5FB1
        Participant
        January 11, 2023

        Is there an update on this issue? 

        My outlook keeps crashing with this add-in

        A-CloudAddinIsBad
        A-CloudAddinIsBad
        Participant
        November 4, 2022

        Thank you for troubleshooting.
        We experienced this issue as well and have a lot of internal complaints.

        @Alok Kr  Please go ahead and fix this. There are 3000 users afffected by this in our case. We need to remove this Addin for every user and will probably never activate it again after this problem.

        A-CloudAddinIsBad
        A-CloudAddinIsBad
        Participant
        November 7, 2022

        To deactivate this weird Adobe Addin with the Name "Adobe Document Cloud for Microsoft Outlook - Acrobat" set the following registry key:

        Set the LoadBehavior = 0

        Computer\HKEY_CURRENT_USER\SOFTWARE\Microsoft\Office\Outlook\Addins\AdobeAcroOutlook.SendAsLink

        A
        Adobe Employee
        Alok Kr
        Adobe Employee
        October 26, 2022

        Hi Justin, thanks for reporting the issue. The engineering team is currently working on it and will be fixed in the upcoming updates.

        Thanks.

          F
          Florencio Almirol
          Participant
          November 1, 2022

          Hi Justin,

          What are your thoughts on a mechanism that informs interested users when this or anything reported in here is fixed? If there's already one in place, please let me know?

          Fortunately Justin and Julia included much troubleshooting info.

          Thanks!

          J
          Justin26584233acz5Author
          Participant
          March 18, 2024

          Hey there, 
          It's 2024, any updates on the SendAsLink upgrades? I can send you more crash logs, screenshares, screenshots, system enviroment logs, debug reports etc. 

          J
          Julia266367704rce
          Participant
          October 17, 2022

          Hi,

          I am also experiencing a similar issue with Acrobat DC Pro 2022.003.20258 and Microsoft® Outlook® for Microsoft 365 MSO (Version 2208 Build 16.0.15601.20148) 64-bit.

           

          If the Adobe Document Cloud for Microsoft Outlook Add In is enabled and I attempt to drag an email into a task, Outlook crashes. The same happens when I enable email encryption & signature for a draft in Outlook, then attach a file to the draft and cancel the PIN entry prompt. Without the Adobe Document Cloud for Microsoft Outlook Add In, there is no PIN entry prompt.

           

          Windows event log lists two entries, namely:

           

          Faulting application name: OUTLOOK.EXE, version: 16.0.15601.20148, time stamp: 0x631abd02
          Faulting module name: ucrtbase.dll, version: 10.0.19041.789, time stamp: 0x2bd748bf
          Exception code: 0xc0000409
          Fault offset: 0x000000000007286e
          Faulting process id: 0x4330
          Faulting application start time: 0x01d8e213e99565e0
          Faulting application path: C:\Program Files\Microsoft Office\root\Office16\OUTLOOK.EXE
          Faulting module path: C:\WINDOWS\System32\ucrtbase.dll
          Report Id: ee76910c-623f-4c1f-9479-74fdfdd87852
          Faulting package full name:
          Faulting package-relative application ID:

           

          And (roughly translated from German):

          There was an error running the add-in. Outlook crashed during the 'AttachmentAdd' callback of the 'ItemEvents' interface when calling the add-in 'Adobe Document Cloud for Microsoft Outlook - Acrobat'.

           

          Any help would be appreciated.

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