Goto print properties and Adobe Reader crash

Question

Hello, used- Adobe Acrobat Reader 2025.001.20474- Win11 version 24H2 build 26100.4061 Description of issue (happened too on previous sub version of this Adobe version on same computer - but crash happened only for one specific printer).PDF openned, goto Print, Properties - adobe crashed (happened for all pdf files). Info from MS event viewer:1. Názov chybnej aplikácie: Acrobat.exe, verzia: 25.1.20474.0, časová značka: 0x680abe31Názov modulu s poruchou: KOAYQJ_U.DLL, verzia: 1.0.0.1, časová značka: 0x4f2f47afKód výnimky: 0xc000041dOdchýlka poruchy: 0x000000000016a3abId poruchového procesu: 0x4B54Čas spustenia poruchovej aplikácie: 0x1DBD62239E88E96Cesta k poruchovej aplikácii: C:\Program Files\Adobe\Acrobat DC\Acrobat\Acrobat.exeCesta k poruchovému modulu: C:\WINDOWS\system32\spool\DRIVERS\x64\3\KOAYQJ_U.DLLId správy: 3bc0575a-716d-48d9-92db-fbbd721087cfPlný názov chybného balíka:Identifikátor poruchovej aplikácie vzťahujúci sa na balík: 2. Chybový sektor 0, typ 4Názov udalosti: APPCRASHOdozva: Nie je k dispozíciiIdentifikácia kabinetu: 0Podpis problému:P1: Acrobat.exeP2: 25.1.20474.0P3: 680abe31P4: KOAYQJ_U.DLLP5: 1.0.0.1P6: 4f2f47afP7: c0000005P8: 000000000016a3abP9:P10: What may be wrong and how to repair it?

AnandSri · Answer

Hello @Mil80!

I hope you are doing well, and thanks for reaching out.

You're experiencing a crash in Adobe Acrobat Reader 2025.001.20474 on Windows 11 24H2 when accessing Print > Properties for a specific printer. The crash is tied to the printer driver module:

Faulting module: KOAYQJ_U.DLL
Exception code: 0xc000041d (Unhandled exception)
Crash offset: 0x000000000016a3ab

This strongly suggests that the issue is not with Acrobat itself, but with the printer driver, specifically the KOAYQJ_U.DLL file, which is part of the printer's driver stack.

Update or Reinstall the Printer Driver

Visit the printer manufacturer’s website and download the latest Windows 11-compatible driver.
Uninstall the current driver completely:
- Open Print Management (printmanagement.msc)
- Remove the driver package for the affected printer.
Reinstall the updated driver and test again.

For testing purposes, disable any third-party print management tools or antivirus software temporarily to rule out interference.

Also, check for any pending updates of Acrobat from the Menu > Help > check for updates, install the updates, restart the app and the machine, and try again.

Print as Image (bypass driver UI)

In the Print dialog, click Advanced → check Print As Image → OK → Print.

You can also repair the installation files of Acrobat to clear any lingering corruption. Go to Menu > Help > Repair installation. Reboot the machine and try again.

Let us know how it goes.

Thanks,

Anand Sri.

Update or Reinstall the Printer Driver

Print as Image (bypass driver UI)

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