Participant

Question

Compare files tool

6 replies
48 views
Translate

For some reason the tool Compare files causes Acrobat to freeze and I then have to terminate the program. I use it a lot but now it doesn’t work. Anyone who knows why?

P

PrebenmaAuthor

Participant

Hi Amal
I found the Log Collector tool in Creative Cloud.
I’ve tried uploading it. I’m not sure if it’s any use.

Translate

Amal Jaiswal

Community Manager

Hi there,

Thanks for sharing the required details. We have logged a ticket with the development team to further investigate this issue. We will keep you posted on the updates.

Regards,

Amal

Translate

P

PrebenmaAuthor

Participant

Hi Amal
Thank you for your quick reply. I always thought that the various apps I’ve installed would be updated via Adobe Creative Cloud when automatic updates were enabled. It turns out that wasn’t the case. However, I’ve updated to version 2026.002.21996 using the link you sent. Thank you so much for that. Unfortunately, there’s been no change. It’s often the case that the first time after a full shutdown of the computer, it works, but then the error reappears. And it keeps happening. Restarting the computer afterwards doesn’t help.
I’ve sent a screenshot of my preferences; I can’t find ‘Troubleshoot Acrobat’ anywhere. Please note that this is an installation in Denmark, but in English. Windows 11 is installed in Danish. So the language in Acrobat isn’t the same as the operating system.

Below is the error report.
Preben

<?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="26.002.21996" build="0" source="Windows-Client" crashType="n/a">
<time year="2026" month="10" day="8" hour="7" minute="36" second="9" timeoffset="60" timezone="Rom, sommertid" crsessionduration="16"/>
<user guid="26aa2034-7350-4142-bc5b-53db6f434714"/>
<system platform="Windows 11 Pro" osversion="11.0" osbuild="26300" applicationlanguage="en-us" userlanguage="da-DK" oslanguage="da-DK" ram="65224" machine="13th Gen Intel(R) Core(TM) i7-13700K" model="Intel64 Family 6 Model 183 Stepping 1" cpuCount="24" cpuType="8664" cpuFreq="3418 MHz" processorArchitecture="9"/>
<gpu>
<gpuinfo availability="Off Line" adapterCompatibility="MirrorOp" adapterRAM="" caption="MirrorOp Virtual Graphics Adaptor" description="MirrorOp Virtual Graphics Adaptor" driverDate="20191001000000.000000-000" driverVersion="1.1.185.70" videoModeDescription="" pnpDeviceID="ROOT\DISPLAY\0000" installedDisplayDrivers=""/>
<gpuinfo availability="Running/Full Power" adapterCompatibility="NVIDIA" adapterRAM="4095 MB" caption="NVIDIA RTX A5000" description="NVIDIA RTX A5000" driverDate="20260609000000.000000-000" driverVersion="32.0.15.9671" videoModeDescription="2560 x 1440 x 4294967296 farver" pnpDeviceID="PCI\VEN_10DE&DEV_2231&SUBSYS_147E1028&REV_A1\4&6702205&0&0008" installedDisplayDrivers="nvldumdx.dll"/>
<gpuinfo availability="Off Line" adapterCompatibility="Intel Corporation" adapterRAM="2047 MB" caption="Intel(R) UHD Graphics 770" description="Intel(R) UHD Graphics 770" driverDate="20260617000000.000000-000" driverVersion="32.0.101.7088" videoModeDescription="" pnpDeviceID="PCI\VEN_8086&DEV_A780&SUBSYS_0A9F1028&REV_04\3&11583659&0&10" installedDisplayDrivers="igd10iumd64.dll,igd12umd64.dll,igdumdim64.dll"/>
</gpu>
<crash exception="EXCEPTION_ACCESS_VIOLATION" exceptionCode="0xc0000005" instruction="0x00000000524B9105">
<backtrace crashedThread="0">
<thread index="0">
<stackStatement index="0" address="0x00000000524B9105" symbolname="PlugInMain"/>
<stackStatement index="1" address="0x00000000524BB8A8" symbolname="PlugInMain"/>
<stackStatement index="2" address="0x0000000052281122" symbolname="PlugInMain"/>
<stackStatement index="3" address="0x000000005238BC46" symbolname="PlugInMain"/>
<stackStatement index="4" address="0x000000005238B872" symbolname="PlugInMain"/>
<stackStatement index="5" address="0x00000000522E0980" symbolname="PlugInMain"/>
<stackStatement index="6" address="0x00000000522E0193" symbolname="PlugInMain"/>
<stackStatement index="7" address="0x0000000053CF6DFC" symbolname="ObsoleteProc"/>
<stackStatement index="8" address="0x0000000053D17009" symbolname="FixedQuadOverlap"/>
<stackStatement index="9" address="0x0000000053CD4234" symbolname="ObsoleteProc"/>
<stackStatement index="10" address="0x0000000053D16ED5" symbolname="FixedQuadOverlap"/>
<stackStatement index="11" address="0x0000000053D170B2" symbolname="FixedQuadOverlap"/>
<stackStatement index="12" address="0x0000000053D1671C" symbolname="FixedQuadOverlap"/>
<stackStatement index="13" address="0x0000000053D1662F" symbolname="FixedQuadOverlap"/>
<stackStatement index="14" address="0x0000000072466B27" symbolname="DllCanUnloadNow"/>
<stackStatement index="15" address="0x0000000072465333" symbolname="DllCanUnloadNow"/>
<stackStatement index="16" address="0x0000000072464970" symbolname="DllCanUnloadNow"/>
<stackStatement index="17" address="0x000000007246465F" symbolname="DllCanUnloadNow"/>
<stackStatement index="18" address="0x00000000723EADB2" symbolname="AIDE::AIDEFormatType::operator="/>
<stackStatement index="19" address="0x00007FF9C33B52E6" symbolname="CallWindowProcW"/>
<stackStatement index="20" address="0x00007FF9C33B5DBD" symbolname="IsWindowUnicode"/>
<stackStatement index="21" address="0x0000000072738B8C" symbolname="DllCanUnloadNow"/>
<stackStatement index="22" address="0x000000007273800C" symbolname="DllCanUnloadNow"/>
<stackStatement index="23" address="0x0000000072737EDD" symbolname="DllCanUnloadNow"/>
<stackStatement index="24" address="0x0000000072BD19FF" symbolname="AXSetInitViaPDFL"/>
<stackStatement index="25" address="0x00000000723D83E8" symbolname="AcroWinMainSandbox"/>
<stackStatement index="26" address="0x00007FF76B02CFDB" symbolname="sidestep::PreamblePatcher::PatchShortJump"/>
<stackStatement index="27" address="0x00007FF76B12C722" symbolname="GetWinstaDesktopInfo"/>
<stackStatement index="28" address="0x00007FF9C4CACDF7" symbolname="BaseThreadInitThunk"/>
<stackStatement index="29" address="0x00007FF9C56FEE4C" symbolname="RtlUserThreadStart"/>
</thread>
</backtrace>
<registerSet>
<register name="RAX" value="0x0000000000000000"/>
<register name="RBX" value="0x000001A190074F10"/>
<register name="RCX" value="0x000001A1885551E0"/>
<register name="RDX" value="0x000001A1885551E0"/>
<register name="RSI" value="0x000001A190074F10"/>
<register name="RDI" value="0x0000000000000000"/>
<register name="RSP" value="0x00000050C68FD480"/>
<register name="RBP" value="0x000001A1EF7244B0"/>
<register name="RIP" value="0x00000000524B9105"/>
<register name="EFL" value="0x0000000000010202"/>
<register name="LastExceptionToRip" value="0x0000000000000000"/>
<register name="LastExceptionFromRip" value="0x0000000000000000"/>
</registerSet>

<binaryImageSet>
<binaryImage start="0x00007FF76AD60000" end="0x00007FF76B3FE000" path="adobe\Acrobat.exe" version="26.2.21996.0"/>
<binaryImage start="0x00007FF9C5680000" end="0x00007FF9C58E7000" path="ntdll.dll" version="6.2.26100.9549"/>
<binaryImage start="0x00007FF9C4C80000" end="0x00007FF9C4D4B000" path="kernel32.dll" version="6.2.26100.9549"/>
<binaryImage start="0x00007FF9C29E0000" end="0x00007FF9C2DE1000" path="KERNELBASE.dll" version="6.2.26100.9549"/>
<binaryImage start="0x00007FF9C2190000" end="0x00007FF9C24A1000" path="SophosED.dll" version="2026.2.0.1"/>
<binaryImage start="0x00007FF9C33A0000" end="0x00007FF9C3577000" path="user32.dll" version="6.2.26100.9549"/>
<binaryImage start="0x00007FF9C3240000" end="0x00007FF9C3267000" path="win32u.dll" version="6.2.26100.9549"/>
<binaryImage start="0x00007FF9C4AD0000" end="0x00007FF9C4AFB000" path="gdi32.dll" version="6.2.26100.8328"/>
<binaryImage start="0x00007FF9C3270000" end="0x00007FF9C3398000" path="gdi32full.dll" version="6.2.26100.9549"/>
<binaryImage start="0x00007FF9C3190000" end="0x00007FF9C3233000" path="msvcp_win.dll" version="6.2.26100.9444"/>
<binaryImage start="0x00007FF9C2880000" end="0x00007FF9C29CC000" path="ucrtbase.dll" version="6.2.26100.9444"/>
<binaryImage start="0x00007FF9C5500000" end="0x00007FF9C55BB000" path="advapi32.dll" version="6.2.26100.9549"/>
<binaryImage start="0x00007FF9C4B00000" end="0x00007FF9C4BA9000" path="msvcrt.dll" version="7.0.26100.9444"/>
<binaryImage start="0x00007FF9C3600000" end="0x00007FF9C36A8000" path="sechost.dll" version="6.2.26100.9549"/>
<binaryImage start="0x00007FF9C3790000" end="0x00007FF9C38A8000" path="rpcrt4.dll" version="6.2.26100.9549"/>
<binaryImage start="0x00007FF9C55D0000" end="0x00007FF9C5636000" path="shlwapi.dll" version="6.2.26100.9549"/>
<binaryImage start="0x00007FF9C3940000" end="0x00007FF9C3CCA000" path="combase.dll" version="6.2.26100.9549"/>
<binaryImage start="0x00007FF9BCEA0000" end="0x00007FF9BCFCA000" path="winhttp.dll" version="6.2.26100.9549"/>
<binaryImage start="0x00007FF9C19C0000" end="0x00007FF9C19CC000" path="CRYPTBASE.DLL" version="6.2.26100.9444"/>
<binaryImage start="0x00007FF9C52E0000" end="0x00007FF9C5311000" path="imm32.dll" version="6.2.26100.9278"/>
<binaryImage start="0x00007FF99FEE0000" end="0x00007FF9A0170000" path="comctl32.dll" version="6.10.26100.9549"/>
<binaryImage start="0x00007FF9C12F0000" end="0x00007FF9C1326000" path="ntmarta.dll" version="6.2.26100.7019"/>
<binaryImage start="0x00007FF9C2DF0000" end="0x00007FF9C2E9C000" path="bcryptPrimitives.dll" version="6.2.26100.9549"/>
<binaryImage start="0x00000000720D0000" end="0x0000000077C01000" path="adobe\Acrobat.dll" version="26.2.21996.0"/>
<binaryImage start="0x00007FF9C3CF0000" end="0x00007FF9C448C000" path="shell32.dll" version="6.2.26100.9549"/>
<binaryImage start="0x00007FF9C4930000" end="0x00007FF9C4ACA000" path="ole32.dll" version="6.2.26100.9549"/>
<binaryImage start="0x00007FF9C38B0000" end="0x00007FF9C3931000" path="ws2_32.dll" version="6.2.26100.9549"/>
<binaryImage start="0x00007FF8F8810000" end="0x00007FF8F959D000" path="adobe\AGM.dll" version="8.0.5.1"/>
<binaryImage start="0x00007FF9C36B0000" end="0x00007FF9C3789000" path="oleaut32.dll" version="6.2.26100.9549"/>
<binaryImage start="0x00007FF91B0F0000" end="0x00007FF91B115000" path="adobe\BIB.dll" version="5.0.3.1"/>
<binaryImage start="0x00007FF907110000" end="0x00007FF90755C000" path="adobe\CoolType.dll" version="11.0.3.1"/>
<binaryImage start="0x00007FF9AA4D0000" end="0x00007FF9AA541000" path="adobe\thorvg-1.dll"/>
<binaryImage start="0x00007FF9BF4A0000" end="0x00007FF9BF6EC000" path="dbghelp.dll" version="6.2.26100.9549"/>
<binaryImage start="0x00007FF9BE510000" end="0x00007FF9BE53E000" path="dwmapi.dll" version="6.2.26100.9549"/>
<binaryImage start="0x00007FF981F60000" end="0x00007FF981FE8000" path="msvcp140.dll" version="14.50.35719.0"/>
<binaryImage start="0x00007FF9830A0000" end="0x00007FF9830A7000" path="MSVCP140_CODECVT_IDS.dll" version="14.50.35719.0"/>
<binaryImage start="0x00007FF9BE070000" end="0x00007FF9BE07D000" path="secur32.dll" version="6.2.26100.7705"/>
<binaryImage start="0x00007FF9C0910000" end="0x00007FF9C0943000" path="IPHLPAPI.DLL" version="6.2.26100.9278"/>
<binaryImage start="0x00007FF9C0F30000" end="0x00007FF9C0F4E000" path="VCRUNTIME140.dll" version="14.50.35719.0"/>
<binaryImage start="0x00007FF981F50000" end="0x00007FF981F5B000" path="VCRUNTIME140_1.dll" version="14.50.35719.0"/>
<binaryImage start="0x00007FF9C0F50000" end="0x00007FF9C0F5B000" path="version.dll" version="6.2.26100.1150"/>
<binaryImage start="0x00007FF916A70000" end="0x00007FF916BAB000" path="adobe\ACE.dll" version="7.0.3.1"/>
<binaryImage start="0x00007FF972290000" end="0x00007FF97229B000" path="SensApi.dll" version="6.2.26100.1"/>
<binaryImage start="0x00007FF967BE0000" end="0x00007FF967C03000" path="D3D12.dll" version="6.2.26100.9549"/>
<binaryImage start="0x00007FF9BC420000" end="0x00007FF9BC89F000" path="D3DCOMPILER_47.dll" version="6.2.26100.9549"/>
<binaryImage start="0x00007FF9BF9C0000" end="0x00007FF9BFAFB000" path="dxgi.dll" version="6.2.26100.9549"/>
<binaryImage start="0x00007FF9AA490000" end="0x00007FF9AA4C6000" path="vcomp140.dll" version="14.50.35719.0"/>
<binaryImage start="0x00007FF9C1BA0000" end="0x00007FF9C1BBB000" path="cryptsp.dll" version="6.2.26100.9444"/>
<binaryImage start="0x00007FF9C2120000" end="0x00007FF9C217E000" path="powrprof.dll" version="6.2.26100.3912"/>
<binaryImage start="0x00007FF9C1480000" end="0x00007FF9C14C9000" path="sspicli.dll" version="6.2.26100.9549"/>
<binaryImage start="0x00007FF9C2100000" end="0x00007FF9C2115000" path="umpdc.dll" version="6.2.26100.8972"/>
<binaryImage start="0x00007FF9C53C0000" end="0x00007FF9C54B9000" path="SHCore.dll" version="6.2.26100.9549"/>
<binaryImage start="0x00007FF9C11C0000" end="0x00007FF9C11DB000" path="kernel.appcore.dll" version="6.2.26100.9278"/>
<binaryImage start="0x00007FF9BE3C0000" end="0x00007FF9BE467000" path="uxtheme.dll" version="6.2.26100.9549"/>
<binaryImage start="0x00007FF9C5170000" end="0x00007FF9C52CC000" path="msctf.dll" version="6.2.26100.9549"/>
<binaryImage start="0x00007FF9BFD00000" end="0x00007FF9C05AD000" path="windows.storage.dll" version="6.2.26100.9549"/>
<binaryImage start="0x00007FF9C2790000" end="0x00007FF9C27B9000" path="profapi.dll" version="6.2.26100.9549"/>
<binaryImage start="0x00007FF9C2EB0000" end="0x00007FF9C302F000" path="crypt32.dll" version="6.2.26100.9549"/>
<binaryImage start="0x00007FF9C2570000" end="0x00007FF9C257A000" path="dpapi.dll" version="6.2.26100.8521"/>
<binaryImage start="0x00007FF9C1760000" end="0x00007FF9C17CC000" path="mswsock.dll" version="6.2.26100.9549"/>
<binaryImage start="0x00007FF99F3D0000" end="0x00007FF99F492000" path="mscms.dll" version="6.2.26100.9549"/>
<binaryImage start="0x00007FF9C4BC0000" end="0x00007FF9C4C6E000" path="clbcatq.dll" version="2001.12.10941.16384"/>
<binaryImage start="0x00007FF978A10000" end="0x00007FF978A6C000" path="dataexchange.dll" version="6.2.26100.9549"/>
<binaryImage start="0x00007FF9AEB10000" end="0x00007FF9AED61000" path="twinapi.appcore.dll" version="6.2.26100.9549"/>
<binaryImage start="0x00007FF983DF0000" end="0x00007FF983EEB000" path="TextShaping.dll" version="6.2.26100.9549"/>
<binaryImage start="0x00007FF9BA0B0000" end="0x00007FF9BA0D1000" path="mpr.dll" version="6.2.26100.7019"/>
<binaryImage start="0x00007FF970810000" end="0x00007FF9708EE000" path="ncnetprovider.dll" version="1.0.145.6049"/>
<binaryImage start="0x00007FF980750000" end="0x00007FF980779000" path="nclangid.dll" version="1.0.145.6049"/>
<binaryImage start="0x00007FF972140000" end="0x00007FF97216D000" path="mapbase.dll" version="5.0.145.6049"/>
<binaryImage start="0x00007FF96EFC0000" end="0x00007FF96EFF9000" path="nwshlxnt.dll" version="5.0.145.6049"/>
<binaryImage start="0x00007FF9C5320000" end="0x00007FF9C5328000" path="psapi.dll" version="6.2.26100.8521"/>
<binaryImage start="0x00007FF9AA370000" end="0x00007FF9AA38A000" path="netapi32.dll" version="6.2.26100.7019"/>
<binaryImage start="0x0000000000FA0000" end="0x0000000000FEA000" path="calwin32.dll" version="6.1.8.0"/>
<binaryImage start="0x0000000000FF0000" end="0x0000000001003000" path="clxwin32.dll" version="6.1.8.0"/>
<binaryImage start="0x0000000001010000" end="0x0000000001042000" path="locwin32.dll" version="6.1.8.0"/>
<binaryImage start="0x0000000001050000" end="0x0000000001095000" path="netwin32.dll" version="6.1.8.0"/>
<binaryImage start="0x0000000057190000" end="0x0000000057262000" path="msvcr100.dll" version="10.0.40219.332"/>
<binaryImage start="0x0000000055360000" end="0x00000000553F8000" path="msvcp100.dll" version="10.0.40219.332"/>
<binaryImage start="0x00007FF970590000" end="0x00007FF97076A000" path="GdiPlus.dll" version="6.2.26100.9549"/>
<binaryImage start="0x00000000010A0000" end="0x00000000010C3000" path="clnwin32.dll" version="6.1.8.0"/>
<binaryImage start="0x00000000010D0000" end="0x0000000001117000" path="ncpwin32.dll" version="6.1.8.0"/>
<binaryImage start="0x00007FF9B8B30000" end="0x00007FF9B8B3A000" path="wsock32.dll" version="6.2.26100.1"/>
<binaryImage start="0x00007FF9C0890000" end="0x00007FF9C08AB000" path="samcli.dll" version="6.2.26100.9549"/>
<binaryImage start="0x00007FF9AC950000" end="0x00007FF9AC979000" path="srvcli.dll" version="6.2.26100.1150"/>
<binaryImage start="0x00007FF9C08F0000" end="0x00007FF9C08FD000" path="netutils.dll" version="6.2.26100.1882"/>
<binaryImage start="0x00007FF9BB9B0000" end="0x00007FF9BB9CB000" path="wkscli.dll" version="6.2.26100.7019"/>
<binaryImage start="0x000001A1EEA40000" end="0x000001A1EEA50000" path="NCLangIDR.DLL" version="1.0.145.6047"/>
<binaryImage start="0x000001A1EEA50000" end="0x000001A1EEA66000" path="mapbaser.dll" version="5.0.145.6047"/>
<binaryImage start="0x000001A1EEA70000" end="0x000001A1EEA7D000" path="NWSHLXNTR.DLL" version="5.0.145.6047"/>
<binaryImage start="0x000001A1EED60000" end="0x000001A1EED94000" path="ncnetproviderR.DLL" version="1.0.145.6047"/>
<binaryImage start="0x00007FF978200000" end="0x00007FF978222000" path="p9np.dll" version="6.2.26100.9278"/>
<binaryImage start="0x00007FF9797C0000" end="0x00007FF9797CD000" path="drprov.dll" version="6.2.26100.1"/>
<binaryImage start="0x00007FF976730000" end="0x00007FF976754000" path="ntlanman.dll" version="6.2.26100.9549"/>
<binaryImage start="0x00007FF973810000" end="0x00007FF973831000" path="davclnt.dll" version="6.2.26100.1"/>
<binaryImage start="0x00007FF9A3060000" end="0x00007FF9A3073000" path="cscapi.dll" version="6.2.26100.1"/>
<binaryImage start="0x00007FF916930000" end="0x00007FF916A65000" path="adobe\AdobeXMP.dll" version="9.1.1.53142"/>
<binaryImage start="0x0000000055330000" end="0x000000005535B000" path="adobe\AXE8SharedExpat.dll" version="6.0.0.52225"/>
<binaryImage start="0x00000000552C0000" end="0x00000000552F3000" path="adobe\Updater.api" version="26.2.21996.0"/>
<binaryImage start="0x00007FF9C1810000" end="0x00007FF9C1844000" path="userenv.dll" version="6.2.26100.9549"/>
<binaryImage start="0x00007FF969030000" end="0x00007FF969353000" path="explorerframe.dll" version="6.2.26100.9549"/>
<binaryImage start="0x00007FF9BC070000" end="0x00007FF9BC165000" path="propsys.dll" version="7.0.26100.9549"/>
<binaryImage start="0x00007FF9AA460000" end="0x00007FF9AA48B000" path="adobe\BIBUtils.dll" version="5.0.3.1"/>
<binaryImage start="0x00007FF9779C0000" end="0x00007FF977A5C000" path="adobe\JP2KLib.dll" version="5.0.0.59580"/>
<binaryImage start="0x00007FF9B7CC0000" end="0x00007FF9B7E06000" path="textinputframework.dll" version="6.2.26100.9549"/>
<binaryImage start="0x00007FF9BD750000" end="0x00007FF9BD87B000" path="CoreMessaging.dll" version="6.2.26100.9549"/>
<binaryImage start="0x00007FF9BAE50000" end="0x00007FF9BB135000" path="CoreUIComponents.dll" version="6.2.26100.9549"/>
<binaryImage start="0x00007FF9BACE0000" end="0x00007FF9BAE4A000" path="WinTypes.dll" version="6.2.26100.9549"/>
<binaryImage start="0x00007FF9835A0000" end="0x00007FF983615000" path="oleacc.dll" version="7.2.26100.9549"/>
<binaryImage start="0x0000000055200000" end="0x00000000552B7000" path="adobe\Accessibility.api" version="26.2.21996.0"/>
<binaryImage start="0x0000000053E10000" end="0x00000000551F9000" path="adobe\AcroForm.api" version="26.2.21996.0"/>
<binaryImage start="0x0000000053D60000" end="0x0000000053E07000" path="adobe\AXSLE.dll" version="6.0.0.52225"/>
<binaryImage start="0x00007FF912030000" end="0x00007FF9121D5000" path="adobe\DigSig.api" version="26.2.21996.0"/>
<binaryImage start="0x00000000528E0000" end="0x0000000053626000" path="adobe\PPKLite.api" version="26.2.21996.0"/>
<binaryImage start="0x00007FF9C2690000" end="0x00007FF9C2732000" path="sxs.dll" version="6.2.26100.9278"/>
<binaryImage start="0x0000000053CD0000" end="0x0000000053D51000" path="adobe\PDDom.api" version="26.1.21662.0"/>
<binaryImage start="0x00007FF95AF10000" end="0x00007FF95B7EB000" path="EmbeddedBrowserWebView.dll" version="154.0.4258.62"/>
<binaryImage start="0x00007FF90AA20000" end="0x00007FF90AADB000" path="adobe\sqlite.dll" version="26.2.21901.0"/>
<binaryImage start="0x0000000052250000" end="0x00000000528DE000" path="adobe\MakeAccessible.api" version="26.2.21996.0"/>
<binaryImage start="0x0000000053C60000" end="0x0000000053CC7000" path="adobe\Spelling.api" version="26.2.21901.0"/>
<binaryImage start="0x00007FF9778F0000" end="0x00007FF97798E000" path="adobe\AdobeLinguistic.dll" version="14.5.2.0"/>
<binaryImage start="0x00007FF9C24B0000" end="0x00007FF9C2502000" path="cfgmgr32.dll" version="6.2.26100.9549"/>
<binaryImage start="0x00007FF99D530000" end="0x00007FF99D70C000" path="urlmon.dll" version="11.0.26100.9549"/>
<binaryImage start="0x00007FF9AC980000" end="0x00007FF9ACC44000" path="iertutil.dll" version="11.0.26100.9549"/>
<binaryImage start="0x00007FF99D480000" end="0x00007FF99D497000" path="virtdisk.dll" version="6.2.26100.9278"/>
<binaryImage start="0x00007FF8F7F90000" end="0x00007FF8F880A000" path="adobe\AdobeHunspellPlugin.dll" version="14.5.2.0"/>
<binaryImage start="0x00007FF99DB70000" end="0x00007FF99DC32000" path="Windows.FileExplorer.Common.dll" version="6.2.26100.9549"/>
<binaryImage start="0x00007FF9B4C40000" end="0x00007FF9B4C69000" path="edputil.dll" version="6.2.26100.9278"/>
<binaryImage start="0x00000000514D0000" end="0x000000005224C000" path="adobe\Annots.api" version="26.2.21996.0"/>
<binaryImage start="0x00007FF99EE20000" end="0x00007FF99EFFA000" path="GdiPlus.dll" version="6.2.26100.9549"/>
<binaryImage start="0x00007FF9BDE60000" end="0x00007FF9BDEFF000" path="apphelp.dll" version="6.2.26100.9549"/>
<binaryImage start="0x0000000053BF0000" end="0x0000000053C56000" path="adobe\PaperCapture.api" version="26.2.21996.0"/>
<binaryImage start="0x00007FF9C1120000" end="0x00007FF9C1159000" path="rsaenh.dll" version="6.2.26100.7705"/>
<binaryImage start="0x00007FF923D50000" end="0x00007FF923DE0000" path="adobe\Compare.api" version="26.2.21901.0"/>
<binaryImage start="0x00007FF990A10000" end="0x00007FF990D38000" path="msftedit.dll" version="6.2.26100.9549"/>
<binaryImage start="0x00007FF991580000" end="0x00007FF9917AD000" path="Windows.Globalization.dll" version="6.2.26100.9549"/>
<binaryImage start="0x00007FF993ED0000" end="0x00007FF993F03000" path="globinputhost.dll" version="6.2.26100.9549"/>
<binaryImage start="0x00007FF993520000" end="0x00007FF99357E000" path="Bcp47Langs.dll" version="6.2.26100.9549"/>
<binaryImage start="0x00007FF8F6C30000" end="0x00007FF8F700F000" path="adobe\EScript.api" version="26.2.21996.0"/>
<binaryImage start="0x00007FF9BA310000" end="0x00007FF9BA347000" path="winmm.dll" version="6.2.26100.9549"/>
<binaryImage start="0x00007FF9AC820000" end="0x00007FF9AC83E000" path="windows.staterepositorycore.dll" version="6.2.26100.9549"/>
<binaryImage start="0x00007FF9C2760000" end="0x00007FF9C278A000" path="bcrypt.dll" version="6.2.26100.9549"/>
<binaryImage start="0x00007FF9C3040000" end="0x00007FF9C30C2000" path="wintrust.dll" version="6.2.26100.9549"/>
<binaryImage start="0x00007FF9C1C10000" end="0x00007FF9C1C23000" path="msasn1.dll" version="6.2.26100.9444"/>
<binaryImage start="0x00007FF9C54C0000" end="0x00007FF9C54E0000" path="imagehlp.dll" version="6.2.26100.4202"/>
<binaryImage start="0x00007FF9C17E0000" end="0x00007FF9C1805000" path="gpapi.dll" version="6.2.26100.9549"/>
<binaryImage start="0x00007FF9BA200000" end="0x00007FF9BA23B000" path="cryptnet.dll" version="6.2.26100.9549"/>
<binaryImage start="0x00007FF9BE470000" end="0x00007FF9BE47E000" path="winnsi.dll" version="6.2.26100.9444"/>
<binaryImage start="0x00007FF9C4BB0000" end="0x00007FF9C4BBA000" path="nsi.dll" version="6.2.26100.9444"/>
<binaryImage start="0x00007FF9BB140000" end="0x00007FF9BB158000" path="msisip.dll" version="5.0.26100.9549"/>
<binaryImage start="0x00007FF9C5330000" end="0x00007FF9C53AC000" path="coml2.dll" version="6.2.26100.9549"/>
<binaryImage start="0x00007FF9B5D80000" end="0x00007FF9B5D9B000" path="wshext.dll" version="6.2.26100.4768"/>
<binaryImage start="0x00007FF993E50000" end="0x00007FF993EB6000" path="AppxSip.dll" version="6.2.26100.9549"/>
<binaryImage start="0x00007FF96E5D0000" end="0x00007FF96E7B7000" path="OpcServices.DLL" version="6.2.26100.9549"/>
<binaryImage start="0x00007FF9B49C0000" end="0x00007FF9B4A84000" path="Windows.StateRepositoryPS.dll" version="6.2.26100.9444"/>
<binaryImage start="0x00007FF9AA440000" end="0x00007FF9AA458000" path="pwrshsip.dll" version="6.2.26100.9549"/>
<binaryImage start="0x00007FF9AA420000" end="0x00007FF9AA433000" path="EsdSip.dll" version="6.2.26100.9549"/>
<binaryImage start="0x00007FF915E30000" end="0x00007FF915FFC000" path="adobe\CRClient.dll" version="26.9.15.0"/>
<binaryImage start="0x00007FF9B8B40000" end="0x00007FF9B8B52000" path="wbemprox.dll" version="6.2.26100.9549"/>
<binaryImage start="0x00007FF9B5000000" end="0x00007FF9B507A000" path="wbemcomn.dll" version="6.2.26100.7920"/>
<binaryImage start="0x00007FF9AE710000" end="0x00007FF9AE725000" path="wbemsvc.dll" version="6.2.26100.9549"/>
<binaryImage start="0x00007FF9AD980000" end="0x00007FF9ADA75000" path="fastprox.dll" version="6.2.26100.9549"/>
<binaryImage start="0x00007FF9AD020000" end="0x00007FF9AD03D000" path="amsi.dll" version="6.2.26100.7309"/>
<binaryImage start="0x00007FF9ACC50000" end="0x00007FF9ACD67000" path="SophosAmsiProvider.dll" version="2026.1.0.515"/>
<binaryImage start="0x00007FF9AC7D0000" end="0x00007FF9AC814000" path="windows.staterepositoryclient.dll" version="6.2.26100.9444"/>
<binaryImage start="0x00007FF9A0FA0000" end="0x00007FF9A12EC000" path="msi.dll" version="5.0.26100.9549"/>
<binaryImage start="0x00007FF9B4AB0000" end="0x00007FF9B4AE0000" path="cldapi.dll" version="6.2.26100.9278"/>
<binaryImage start="0x00007FF9C1A80000" end="0x00007FF9C1B01000" path="wldp.dll" version="6.2.26100.9549"/>
<binaryImage start="0x00007FF9BD670000" end="0x00007FF9BD68E000" path="dhcpcsvc6.DLL" version="6.2.26100.9549"/>
<binaryImage start="0x00007FF9BD640000" end="0x00007FF9BD665000" path="dhcpcsvc.dll" version="6.2.26100.9549"/>
<binaryImage start="0x00007FF9AB9A0000" end="0x00007FF9ABA76000" path="webio.dll" version="6.2.26100.9549"/>
<binaryImage start="0x00007FF9C0950000" end="0x00007FF9C0AA8000" path="dnsapi.dll" version="6.2.26100.9549"/>
<binaryImage start="0x00007FF9C1510000" end="0x00007FF9C151D000" path="dsparse.dll" version="6.2.26100.1"/>
<binaryImage start="0x00007FF9BC8B0000" end="0x00007FF9BC8BB000" path="rasadhlp.dll" version="6.2.26100.7920"/>
<binaryImage start="0x00007FF9BDA30000" end="0x00007FF9BDAB6000" path="FWPUCLNT.DLL" version="6.2.26100.9549"/>
<binaryImage start="0x00007FF9C0FF0000" end="0x00007FF9C10B6000" path="schannel.dll" version="6.2.26100.9549"/>
<binaryImage start="0x00007FF9C1D80000" end="0x00007FF9C1DB0000" path="ncrypt.dll" version="6.2.26100.9549"/>
<binaryImage start="0x00007FF9C1D30000" end="0x00007FF9C1D6F000" path="ntasn1.dll" version="6.2.26100.1882"/>
<binaryImage start="0x00007FF9A8A10000" end="0x00007FF9A8A58000" path="ncryptsslp.dll" version="6.2.26100.9549"/>
<binaryImage start="0x0000000053BA0000" end="0x0000000053BE6000" path="adobe\IA32.api" version="26.2.21996.0"/>
<binaryImage start="0x00007FF99CE50000" end="0x00007FF99D0E3000" path="wininet.dll" version="11.0.26100.9549"/>
<binaryImage start="0x00007FF991170000" end="0x00007FF99118E000" path="ondemandconnroutehelper.dll" version="6.2.26100.9549"/>
<binaryImage start="0x00007FF982680000" end="0x00007FF982728000" path="PhotoMetadataHandler.dll" version="6.2.26100.9549"/>
<binaryImage start="0x00007FF9BC900000" end="0x00007FF9BCB38000" path="WindowsCodecs.dll" version="6.2.26100.9549"/>
<binaryImage start="0x00007FF8C0DB0000" end="0x00007FF8C1078000" path="adobe\LogSession.dll" version="8.8.0.7"/>
<binaryImage start="0x00007FF8C8BD0000" end="0x00007FF8C8D9F000" path="adobe\AcroDunamis.dll" version="25.1.21288.0"/>
<binaryImage start="0x00007FF9B4C20000" end="0x00007FF9B4C39000" path="pcacli.dll" version="6.2.26100.9549"/>
<binaryImage start="0x00007FF9B4C10000" end="0x00007FF9B4C1A000" path="sfc_os.dll" version="6.2.26100.8521"/>
<binaryImage start="0x00007FF9C2580000" end="0x00007FF9C2680000" path="ServicingCommon.dll" version="6.2.26100.9549"/>
<binaryImage start="0x00007FF9C44A0000" end="0x00007FF9C4927000" path="setupapi.dll" version="6.2.26100.9549"/>
<binaryImage start="0x00007FF915D60000" end="0x00007FF915DDD000" path="adobe\AdobePIP.dll" version="8.8.0.7"/>
<binaryImage start="0x00007FF96F320000" end="0x00007FF96F4A0000" path="Windows.System.Launcher.dll" version="6.2.26100.9549"/>
<binaryImage start="0x00007FF99EAF0000" end="0x00007FF99EC4B000" path="Windows.UI.dll" version="6.2.26100.9549"/>
<binaryImage start="0x0000000001120000" end="0x0000000001CC4000" path="adobe\TouchUp.api" version="26.2.21996.0"/>
</binaryImageSet>
<dumpType>
Full
</dumpType>
<hbLogSessionDllStatus>

</hbLogSessionDllStatus>
</crash>

<sessionId>
e7a99d5f-f6c2-488f-92b3-6e89202949cd
</sessionId>
<dunamisConfigGuid>
30bf5565-ab10-474a-b541-b39e24dfbe2c
</dunamisConfigGuid>
<imsUserGuid>
7075813769E9D4B30A495CA0@bd8176f162d5f443495ff1.e
</imsUserGuid>
</crashreport>

Translate

Amal Jaiswal

Community Manager

Hi @Prebenma

I hope you are doing well, and thanks for reaching out. I'm sorry for the trouble, especially since this is a tool you rely on regularly.

A few details would help narrow down this:

What's your exact Acrobat version/build (Help > About Acrobat), and Windows or Mac?

Roughly how large are the files you're comparing (page count), and does it freeze on every comparison, or only with certain files?

Did this start after a recent Acrobat update, or has it been ongoing for a while?

First, could you check Menu > Help > Check for Updates and install anything pending, reboot the computer once done, and see if that helps.

Let us know how it goes.
Regards,
Amal

Translate

P

PrebenmaAuthor

Participant

Hi Amal

Apologies for the late reply. I’ve been working very intensively with our IT department here at the company, precisely to explore all the options.
This is the latest update from Adobe Creative Cloud, version 2026.0002.21931, 64-bit, on Windows 11. It makes no difference whether there are 10 pages or 90 pages; the error occurs every time. Sometimes it happens straight away; other times, the comparison starts but fails after perhaps 8–10 pages.
I’m not sure when Acrobat was updated, but I think the problems started in July 2026.
I’ve tried many different scenarios and it fails every time
If I open the Acrobat and select ‘Tools’ > ‘Compare Files’ and then ‘Select File’, it works.
So it seems that if I open the files, for example, from File Explorer, it fails. The same happens if I open files from within Acrobat using the ‘Open’ command.
But it doesn’t fail if I go via ‘Tools’ > ‘Compare Files’ > ‘Select File’.
With this method, it doesn’t seem as though Acrobat actually opens the files, but simply compares them.
Any ideas? My IT department can’t find the cause.
Kind regards
Preben

Translate

Amal Jaiswal

Community Manager

Hi @Prebenma

We are sorry to hear that the issue still exists, please try updating the application to the latest version 26.002.2xxxx Planned update, Oct 06, 2026 and reboot the computer once ad see if that works.

If it still doesn’t work, please share the sample PDF file with a small video recording of the steps you are taking and the issue as it occurs. Also, please share the Acrobat diagnostic logs as described here https://adobe.ly/475x01S for further investigation.

~Amal

Translate

Sign up

To post, reply, or follow discussions, please sign in with your Adobe ID.

Sign in to Adobe Community

To post, reply, or follow discussions, please sign in with your Adobe ID.