Acrobat crashes on startup for a single user and the behavior follows her across computers

[Bron34659552y44k]

I can watch the application attempt to start in Task Manager, and then it dumps out with no visual evidence to the user that anything has happened. She can sign in on another computer and the application with run as the first time startup but, thereafter, the program will not open again. I can long onto the very same computer after her and the program start and runs normally. Whatever this issue, it's contained in the user profile. Steps thus far:

• tested Citrix and found that Adobe worked as expected there (profiles are completely separate)
• tested her on a brand new machine: Adobe starts up as the first-time auto run and works as expected until you close it; thereafter it no longer opens
• removed the Adobe folders from local and roaming profiles on both machines, then retested: no change
• removed folders again AND removed Adobe folder from UEV: no change
• removed folders again AND renamed entire UEV profile: no change, and it did not appear the profile had reset at all (all desktop items were still there at next logon)

Error log:

Log Name: Application
Source: Application Error
Date: 3/6/2025 12:59:54 PM
Event ID: 1000
Task Category: Application Crashing Events
Level: Error
Keywords:
User: PIERCEATWOOD\arobinson
Computer: P1186D11.pierceatwood.com
Description:
Faulting application name: Acrobat.exe, version: 24.5.20414.0, time stamp: 0x67af0ea4
Faulting module name: Acrobat.dll, version: 24.5.20414.0, time stamp: 0x67af0e98
Exception code: 0xc0000005
Fault offset: 0x0000000002057d7d
Faulting process id: 0x0x5A2C
Faulting application start time: 0x0x1DB8EC18F146967
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: 1a269d33-1045-4cc3-97ab-4293028f4350
Faulting package full name:
Faulting package-relative application ID:
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
<System>
<Provider Name="Application Error" Guid="{a0e9b465-b939-57d7-b27d-95d8e925ff57}" />
<EventID>1000</EventID>
<Version>0</Version>
<Level>2</Level>
<Task>100</Task>
<Opcode>0</Opcode>
<Keywords>0x8000000000000000</Keywords>
<TimeCreated SystemTime="2025-03-06T17:59:54.1304981Z" />
<EventRecordID>224878</EventRecordID>
<Correlation />
<Execution ProcessID="16840" ThreadID="14896" />
<Channel>Application</Channel>
<Computer>P1186D11.pierceatwood.com</Computer>
<Security UserID="S-1-5-21-661337618-1437300060-1552899311-26174" />
</System>
<EventData>
<Data Name="AppName">Acrobat.exe</Data>
<Data Name="AppVersion">24.5.20414.0</Data>
<Data Name="AppTimeStamp">67af0ea4</Data>
<Data Name="ModuleName">Acrobat.dll</Data>
<Data Name="ModuleVersion">24.5.20414.0</Data>
<Data Name="ModuleTimeStamp">67af0e98</Data>
<Data Name="ExceptionCode">c0000005</Data>
<Data Name="FaultingOffset">0000000002057d7d</Data>
<Data Name="ProcessId">0x5a2c</Data>
<Data Name="ProcessCreationTime">0x1db8ec18f146967</Data>
<Data Name="AppPath">C:\Program Files\Adobe\Acrobat DC\Acrobat\Acrobat.exe</Data>
<Data Name="ModulePath">C:\Program Files\Adobe\Acrobat DC\Acrobat\Acrobat.dll</Data>
<Data Name="IntegratorReportId">1a269d33-1045-4cc3-97ab-4293028f4350</Data>
<Data Name="PackageFullName">
</Data>
<Data Name="PackageRelativeAppId">
</Data>
</EventData>
</Event>

[ls_rbls]

Hi @Bron34659552y44k ,

Can you tell if that user is trying to use Adobe Online Services or have signed in on physical machines with the same credentials?

In any case , please refer to this guidance:

https://www.adobe.com/devnet-docs/acrobatetk/tools/VirtualizationGuide/citrix.html

A while ago, I was trying to help another user with a very similar issue. See that discussion in context linked below for additional insights:

https://community.adobe.com/t5/acrobat-discussions/adobe-acobat-keep-session-info-citrix/m-p/1159290...

I believe that we provided that user with the correct answer, but never got a reply back from them to confirm if this information was useful.

If you've deployed your workflow using VMWare also review this section:

https://www.adobe.com/devnet-docs/acrobatetk/tools/VirtualizationGuide/vmware.html

[Bron34659552y44k]

Citrix is not our issue--her Citrix environment works fine, and using it is her fallback position when she needs to edit a document.

The issue is when she logs into a desktop machine running installed Acrobat DC. We use the same credentials for both environments, but the profiles are completely separate entities.

[S. S]

Hi @Bron34659552y44k,

Hope you are doing well. Sorry for the trouble.

Would you mind trying out a few steps:

Test with a Fresh Windows Profile

• Create a brand new Windows user profile for the affected user (not just removing Adobe-related folders).
• Log in with the new profile and test Acrobat.
• If it works fine, the issue is likely in the corrupted original profile.

Check Folder Permissions

• Ensure the user has full control over the following directories:
  • C:\Users\<username>\AppData\Roaming\Adobe
  • C:\Users\<username>\AppData\Local\Adobe
  • C:\ProgramData\Adobe
• If not, grant full permissions and try again.

Delete & Recreate UEV Profile Properly

• Since renaming the UEV profile didn't reset it, try disabling UEV for the user, deleting the profile, and then enabling UEV again:
  • Get-UEVStatus
    Disable-UEV
    Remove-Item -Path "C:\Users\<username>\AppData\Local\Microsoft\UEV" -Recurse -Force
    Enable-UEV

Also, would you mind updating the app to the latest version (2024.005.20428) and letting us know if the issue is fixed for you?

If not, please help us gather the logs from your machine: https://adobe.ly/3DzVFjM. Please make sure Procmon is selected. You can upload logs using this tool and share your Unique log ID with us. 

Regards,
Souvik.

[Bron34659552y44k]

Yes, that's what I think, too. Trying to get my network team's attention so they can tell me what piece I'm missing that's keeping the profile to fully deleting.

[Aakash Deep]

Hi @Bron34659552y44k ,

Is the issue reproducible on the latest version of Acrobat as well?

Also, for further investigation, we will need dumps

• Refer ‘Using Windows error reporting to collect Acrobat/Reader crash dumps’ section. Or Simply you can run the below commands in Run dialog:

REG ADD "HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\Windows Error Reporting\LocalDumps"
REG ADD "HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\Windows Error Reporting\LocalDumps" /v DumpFolder /t REG_EXPAND_SZ /d "%LOCALAPPDATA%\CrashDumps"
REG ADD "HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\Windows Error Reporting\LocalDumps" /v DumpCount /t REG_DWORD /d 0x00000040
REG ADD "HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\Windows Error Reporting\LocalDumps" /v DumpType /t REG_DWORD /d 0x00000002

 for the same.

• You will find the dumps at: "%LOCALAPPDATA%\CrashDumps"

Thanks'

Aakash