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sunup
Known Participant
August 1, 2017
Question

Error "Adobe Acrobat DC has stopped working"

  • August 1, 2017
  • 4 replies
  • 6298 views

I'm periodically getting an error "Adobe Acrobat DC has stopped working". The options I can then choose are:

  1. Check online for a solution and close the program
  2. Close the program

When I choose 1. nothing happens, except that it closes.

The Problem Event Name is BEX (Buffer Overflow Exception). Some googling has indicated that this error occurs in other applications, not just Adobe. What I have tried so far:

  1. a repair via Programs and Features
  2. adding the program to the DEP (Data execution prevention) exception list (which it turns out it CAN'T be added to because it must be turned on for this program)
  3. uninstall/reinstall

The full error is:

Problem Event Name:                          BEX

Application Name:                             Acrobat.exe

Application Version:                           15.6.30306.25331

Application Timestamp:                     58dbf189

Fault Module Name:                          cryptnet.dll

Fault Module Version:                        6.1.7601.23769

Fault Module Timestamp:                  58ee4776

Exception Offset:                                00017318

Exception Code:                                  c0000005

Exception Data:                                   00000008

  OS Version:                                          6.1.7601.2.1.0.256.48

Locale ID:                                             3081

Additional Information 1:                  a7aa

Additional Information 2:                  a7aa91f17ea749d42a4de3b390fa5b3d

Additional Information 3:                  a7aa

Additional Information 4:  a7aa91f17ea749d42a4de3b390fa5b3d

This is enormously disruptive to my work. Anyone have any ideas on this please? Windows 7, 64-bit.

Thanks,

sunny.

This topic has been closed for replies.

4 replies

nick_rusch
nick_rusch
Participant
October 7, 2017

A quick follow-up and potential work around that has been working for me when scanning multiple documents -

1. Do not close a previous scan.  Make sure you save the previous scan before performing the next scan.

2. When creating the next pdf document using scan select the settings icon next to the document type you will be creating.  This will bring up a page to configure specific settings for the scan.  Do this even if the settings are what you want.

3. From the settings page select output of "Create New PDF".  Note that if you have previously scanned documents open the default option for this setting is "Append to File".

4. Execute the scan.

A few notes -

a. If you are appending a scan to an existing document DO NOT leave the document for which the new scan is being appended open.  It must be closed otherwise Acrobat will lockup hard.

b. Continue to leave at least one previously scanned document open when scanning additional documents.  Don't forget to save the previously scanned documents just in case Acrobat crashes.

Acrobat crashed only once while scanning multiple documents using this method.  Previously it would randomly crash after one, two or three scans.

Looks like I was wrong in my earlier post about a bug in the TWAIN interface.  Appears memory isn't being cleared after a document is created, and when a new document is created there are problems with buffer overflows.  Somehow the steps identified above forces the memory to flush from the previous scan and readies the new scan preventing the crash.

nick_rusch
nick_rusch
Participant
October 7, 2017

Same issue here.  I'm on Win10 64bit.  I've re-installed Acrobat Pro, and I've experimented with my anti-virus app - turning it on/off and trusting Acrobat.  None of this has made any difference.  What I have noticed is going in and changing the scan settings via Acrobat will sometimes extend the length of time between crashes, but eventually Acrobat crashes at the conclusion of the optimization step post scan.  I suspect there is a bug in the Acrobat code working with the TWAIN drivers causing the buffer to overflow and crashing the app.

B
brendacpa
Participant
August 23, 2017

I too had this problem.  I played hot-potato between Adobe and Fujitsu for over a week and finally figured out the problem.  Adobe needs the TWAIN driver installed.  I'm not a techie but after uninstalling the driver and reinstalling it and then making sure that the scanner selected was the scanner with the TWAIN driver, it has worked flawlessly.  Don't use the WIA driver.  Hope this helps you.

B
Bonzoid
Participant
August 8, 2017

I too have the very same problem. Thought latest update might fix that but no. It began with the update prior just after the first of the year. With no way to save the work when this happens sometimes hours of editing will get trashed. Is there NO ONE who can help with this?

S
sunupAuthor
Known Participant
August 10, 2017

@Bonzoid. I'm sorry you're struggling with this too. I think this BEX error is what's known as a buffer overflow exception, and the cause for it could be literally anything.

In my case, I've subsequently discovered that the cause of the issue for me was interference by my AV software: Trend OfficeScan. I'm in a corporate environment, and our IT made changes to Trend settings on the firewall, and since then it's actually caused no end of problems. For me, it caused my Acrobat DC to start crashing.

(As an aside, the Trend update also locked my prefs.js file in Firefox, which meant that everytime I closed out of Firefox several new prefs.js files were created, each with a new number, eg prefs-1.js. I ended up with over 600 of them; there should only be one!)

I solved the Acrobat issue by adding it to Trend's "Trusted Program" list (same with Firefox) on my local machine (using IT's password - HA!). This was after I uninstalled, rebooted, used the Adobe clean up tool, rebooted, unloaded my AV, reinstalled Acrobat, reloaded my AV.

This all probably doesn't help solve it for you, unfortunately, but if it's something you haven't considered yet then you might want to investigate. Is your AV affecting it?

E
edwint931
Participating Frequently
August 10, 2017

My DC continually "stops working."  Repair doesn't work as well as reinstall, is there a fix?

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