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Stephanie38747628g5ep
Participant
July 31, 2024
Question

Opening specific pdf causes Adobe to crash

  • July 31, 2024
  • 1 reply
  • 1336 views

Opening pdf causes Adobe to crash with no error message, viewing event viewer logs shows appcrash at adobe.exe. I have run the cleaner tool rebooted and then re-installed and it still crashes, if I open it in another program it stays open and does not crash. If I open it through Adobe it stays open, it only crashes when I open it from File Explorer or Outlook. Event viewer log:

 

Faulting application name: Acrobat.exe, version: 24.2.20965.0, time stamp: 0x669f42c1
Faulting module name: Acrobat.dll, version: 24.2.20965.0, time stamp: 0x669f42b9
Exception code: 0xc000041d
Fault offset: 0x0000000001efcc2f
Faulting process id: 0x0x4750
Faulting application start time: 0x0x1DAE366C2D11619
Faulting application path: C:\Program Files\Adobe\Acrobat DC\Acrobat\Acrobat.exe
Faulting module path: C:\Program Files\Adobe\Acrobat DC\Acrobat\Acrobat.dll
Report Id: 2575cb38-0243-4d9a-a0d6-d2158062518a
Faulting package full name:
Faulting package-relative application ID: 

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1 reply

Meenakshi_Negi
Meenakshi_Negi
Legend
July 31, 2024

Hi Stephanie38747628g5ep,

 

Thank you for reaching out.

 

Please try the troubleshooting steps suggested here: https://helpx.adobe.com/acrobat/kb/acrobat-dc-crashes-on-windows-os.html. 

 

You may also try reinstalling the application using the steps suggested below: 

-Remove the application and run the cleaner tool (https://adobe.ly/4ftRCUk).
-Reboot the machine
-Install Adobe Acrobat Reader from the following page: https://adobe.ly/46uIFpZ;

 

If the issue still occurs, collect the crash dumps using the steps suggested here: https://adobe.ly/46uIFGv, and share them with us. 

 

Let us know how it goes.

 

Thanks,

Meenakshi

S_S
Community Manager
S_SCommunity Manager
Community Manager
August 2, 2024

Hi @Stephanie38747628g5ep,

 

Hope you are doing well. Sorry for your experience with Acrobat!

 

The exception code 0xc000041d indicates a STATUS_FATAL_USER_CALLBACK_EXCEPTION error, usually occurring when an application's exception handler encounters an exception. Various factors, such as compatibility issues, corrupt system files, or conflicts with other software, can cause this.

 

Let's try a few basic steps and see if it works for you. The first would be to check for System Updates. 

To do so, go to System Settings-> Windows Update-> Check for Updates.

 

Next, you need to update your system's C++ files, which could lead to application launch failure. You can check the steps here: How do I repair Microsoft C++ that won't repair? - Microsoft Community

Once done, restart the system.

 

If either of these does not help, Run the application in compatibility mode: Right-click on the application's shortcut or executable file, go to properties-> "Compatibility," and check the box that says "Run this program in compatibility mode." Windows 7 or Windows 8. Apply the changes and try rerunning the application.

 

If none of the above works, please use this link: https://helpx.adobe.com/acrobat/kb/acrobat-diagnostics.html to collect crash logs and share the unique ID of the log.

 

-Souvik

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