Access Violation crash when using stamps

Forum|Forum|1 year ago
July 10, 2024
2 replies
719 views
Hello.
Whenever one user tries to add a dynamic stamp, Acrobat crashes with EXCEPTION_ACCESS_VIOLATION
Specs:
Windows 11 Pro
Acrobat: 24.002.20895
What I've tried:
Disabling the Security Sandbox in Preferences
Enabling compatibility mode
Running as Administrator
Crash Report:
<?xml version="1.0"?>

<!DOCTYPE AdobeCrashReport SYSTEM "AdobeCrashReporter.dtd">

<crashreport serviceVersion="16.1.0.202403280551_9c717c1" clientVersion="16.1.0.202403280551_9c717c1" applicationName="Adobe Acrobat" applicationVersion="24.002.20895" build="0" source="Windows-Client" crashType="n/a">

<time year="2024" month="7" day="10" hour="12" minute="0" second="2" timeoffset="-300" timezone="Eastern Daylight Time"/>

<user guid="d6a1f2a7-9053-40c9-946e-c7d1b210d1cf"/>

<system platform="Windows 11 Pro" osversion="11.0" osbuild="22631" applicationlanguage="en-us" userlanguage="en-US" oslanguage="en-US" ram="16093" machine="13th Gen Intel(R) Core(TM) i7-13700H" model="Intel64 Family 6 Model 186 Stepping 2" cpuCount="20" cpuType="8664" cpuFreq="2918 MHz" processorArchitecture="9"/>

<gpu>

<gpuinfo availability="Running/Full Power" adapterCompatibility="Intel Corporation" adapterRAM="128 MB" caption="Intel(R) Iris(R) Xe Graphics" description="Intel(R) Iris(R) Xe Graphics" driverDate="20240221000000.000000-000" driverVersion="31.0.101.5333" videoModeDescription="1920 x 1080 x 4294967296 colors" pnpDeviceID="PCI&#92;VEN_8086&#38;DEV_A7A0&#38;SUBSYS_8BDD103C&#38;REV_04&#92;3&#38;11583659&#38;3&#38;10" installedDisplayDrivers="&#60;&#62;,igd10iumd64.dll,igd12umd64.dll"/>

</gpu>

<crash exception="EXCEPTION_ACCESS_VIOLATION" exceptionCode="0xc0000005" instruction="0x0000000055FD38F3">

<backtrace crashedThread="0">

<thread index="0">

<stackStatement index="0" address="0x0000000055FD38F3" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="1" address="0x0000000053DA29D7" symbolname="PlugInMain"/>

<stackStatement index="2" address="0x0000000055C7F1E8" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="3" address="0x00000000552778A1" symbolname="AX_PDXlateToHostEx"/>

<stackStatement index="4" address="0x0000000055277628" symbolname="AX_PDXlateToHostEx"/>

<stackStatement index="5" address="0x0000000055277213" symbolname="AX_PDXlateToHostEx"/>

<stackStatement index="6" address="0x0000000055B9002B" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="7" address="0x0000000056022957" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="8" address="0x0000000056023751" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="9" address="0x0000000054C69FE2" symbolname="DllCanUnloadNow"/>

<stackStatement index="10" address="0x0000000054C69570" symbolname="DllCanUnloadNow"/>

<stackStatement index="11" address="0x0000000056314A49" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="12" address="0x00000000562C8FF6" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="13" address="0x0000000054D6C2A6" symbolname="DllCanUnloadNow"/>

<stackStatement index="14" address="0x0000000054D6BF7D" symbolname="DllCanUnloadNow"/>

<stackStatement index="15" address="0x0000000054D6BE0C" symbolname="DllCanUnloadNow"/>

<stackStatement index="16" address="0x0000000054D6BB55" symbolname="DllCanUnloadNow"/>

<stackStatement index="17" address="0x0000000054D6BA3D" symbolname="DllCanUnloadNow"/>

<stackStatement index="18" address="0x0000000054AC5FE5" symbolname="AcroWinMainSandbox"/>

<stackStatement index="19" address="0x0000000054AC3AE8" symbolname="AcroWinMainSandbox"/>

<stackStatement index="20" address="0x00007FF71B52916D" symbolname="sidestep::PreamblePatcher::PatchShortJump"/>

<stackStatement index="21" address="0x00007FF71B5DE7F2" symbolname="AcroRd32IsBrokerProcess"/>

<stackStatement index="22" address="0x00007FFAB241257D" symbolname="BaseThreadInitThunk"/>

<stackStatement index="23" address="0x00007FFAB302AF28" symbolname="RtlUserThreadStart"/>

</thread>

</backtrace>

<registerSet>

<register name="RAX" value="0x0000000000000001"/>

<register name="RBX" value="0x00000000561DD3D0"/>

<register name="RCX" value="0x000001F461105910"/>

<register name="RDX" value="0x0000000000000001"/>

<register name="RSI" value="0x0000000000000001"/>

<register name="RDI" value="0x0000000000000000"/>

<register name="RSP" value="0x000000676970E5D0"/>

<register name="RBP" value="0x0000000000000000"/>

<register name="RIP" value="0x0000000055FD38F3"/>

<register name="EFL" value="0x0000000000010202"/>

<register name="LastExceptionToRip" value="0x0000000000000000"/>

<register name="LastExceptionFromRip" value="0x0000000000000000"/>

</registerSet>

 

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Full

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<sessionId>

5bb8ce9b-e6b3-4d87-adf3-a98c1229ce3a

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30bf5565-ab10-474a-b541-b39e24dfbe2c

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Tariq Dar
Legend
Hi @James38531875q9q0

Following up to check if you are still experiencing this issue or if it is resolved at your end.
~Tariq
James38531875q9q0Author
Workaround was rolling back to a previous version for all affected employees. Issue still exists on the latest version.

Kind regards,
James Travis
Information Technology Specialist
[Moderator: Removed PI ]
Thank you for the swift response and update, @James38531875q9q0!
Have you reported this issue to us(Adobe) via any other channels? If not, would you help us by providing more information? If so, I will email you to gather information about this issue.

~Tariq
Amal.
Hi there,
I hope you are doing well and sorry to hear that.
If you are experiencing any issues with your work computer that is managed by your company's IT department, it is important to contact your IT administrator. They have the authority and tools to raise a support ticket through the Admin console. This process ensures that your issue is directed to the dedicated support team, who are equipped to provide prompt and efficient assistance.
Hope this information will help
Regards,
Amal
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