Acrobat crashing using Fill & Sign tools

[adams69890754]

I have a user that uses Fill & Sign to mark up documents. She loves the X and Check tools, the ability to add a little text note, and highlight text on items that need review. The problem is, it crashes randomly and often. Others in the same department that use Fill & Sign on the same documents are not having issues. I have come to the conclusion that there is something wrong with a preference either stored in her cloud account or hidden in her documents folder but I don't know where to look. Here's what we've tried to resolve the issue:

• Removed and re-installed Acrobat
• Upgraded Acrobat to a newer version (currently on 2023.001.20143) - this changed the behavior to a different style of crash, but it's still crashing
• Added more RAM to her computer
• Updated display driver
• Gave her a completely different computer, with a fresh clean install of Windows and Acrobat
  
  

It's the last step that leads to me beleive it's a setting attached to her Adobe account or a file in her Documents folder (the Documents folder users OneDrive Folder Backup, so it's the only thing other than her Adobe account that would migrate to a new computer with her). This error is very hard to reproduce as I cannot get it to happen on another machine or account, and there's no specific set of steps she can take that will reliably reproduce the crash. For what it's worth, I have included the crash report.

<?xml version="1.0"?>

<!DOCTYPE AdobeCrashReport SYSTEM "AdobeCrashReporter.dtd">

<crashreport serviceVersion="4.8.0.7" clientVersion="4.8.0.7" applicationName="Adobe Acrobat" applicationVersion="23.001.20143" build="0" source="Windows-Client" crashType="n/a">

<time year="2023" month="7" day="5" hour="11" minute="1" second="41" timeoffset="-480" timezone="Pacific Daylight Time"/>

<user guid="8b548f44-7b4d-4e7a-952f-5f0589fefb28"/>

<system platform="Windows 10 Education" osversion="10.0" osbuild="19045" applicationlanguage="en-us" userlanguage="en-CA" oslanguage="en-US" ram="16144" machine="Intel(R) Core(TM) i5-10210U CPU @ 1.60GHz" model="Intel64 Family 6 Model 142 Stepping 12" cpuCount="8" cpuType="8664" cpuFreq="2112 MHz" processorArchitecture="9"/>

<gpu>

<gpuinfo availability="Running/Full Power" adapterCompatibility="Intel Corporation" adapterRAM="1024 MB" caption="Intel(R) UHD Graphics" description="Intel(R) UHD Graphics" driverDate="20210601000000.000000-000" driverVersion="27.20.100.9664" videoModeDescription="1920 x 1080 x 4294967296 colors" pnpDeviceID="PCI&#92;VEN_8086&#38;DEV_9B41&#38;SUBSYS_09EC1028&#38;REV_02&#92;3&#38;11583659&#38;0&#38;10" installedDisplayDrivers="igd10iumd64.dll,igd12umd64.dll,igdumdim64.dll"/>

</gpu>

<crash exception="EXCEPTION_ACCESS_VIOLATION" exceptionCode="0xc0000005" instruction="0x00007FF9A5725B08">

<backtrace crashedThread="0">

<thread index="0">

<stackStatement index="0" address="0x00007FF9A5725B08" symbolname="DsrGetResourceAccount"/>

<stackStatement index="1" address="0x00007FF9A5724C50" symbolname="DsrGetResourceAccount"/>

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<registerSet>

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

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

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

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

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<register name="EFL" value="0x0000000000010246"/>

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

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<binaryImage start="0x00007FF944FB0000" end="0x00007FF945797000" path="adobe\AdobeHunspellPlugin.dll"/>

<binaryImage start="0x00000000596E0000" end="0x0000000059790000" path="adobe\Accessibility.api"/>

<binaryImage start="0x000000005FD80000" end="0x000000005FDDF000" path="adobe\weblink.api"/>

<binaryImage start="0x00007FF9AD240000" end="0x00007FF9AD31E000" path="wer.dll"/>

<binaryImage start="0x00007FF985DE0000" end="0x00007FF985E72000" path="aepic.dll"/>

<binaryImage start="0x00007FF9A32D0000" end="0x00007FF9A32E9000" path="netapi32.dll"/>

<binaryImage start="0x00007FF9A56C0000" end="0x00007FF9A580D000" path="dsreg.dll"/>

<binaryImage start="0x00007FF9B1C10000" end="0x00007FF9B1C9A000" path="msvcp110_win.dll"/>

</binaryImageSet>

<dumpType>

Full

</dumpType>

<hbLogSessionDllStatus>

</hbLogSessionDllStatus>

</crash>

[Amal.]

Hi @adams69890754 

Hope you are doing well and sorry to hear that

Is this an issue with a particular PDF file or with all the PDFs? Please try with a different PDF file and check. If the file is stored on a shared network/drive please download it to the computer locally and then try again.

Please update the application to the recent version 23.03.20244. Go to Help . Check for updates and reboot the computer once. You may also download the patch manually from the link https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/index.html

Also, try to repair the installation from the help menu (Win Only) and see if that works.

Please try to reset the Acrobat preferences as described here https://community.adobe.com/t5/acrobat-discussions/how-to-reset-acrobat-preference-settings-to-defau...

You may also try to create a new test user profile with full admin rights in Win or enable the root account in MAC and try using the application there and check.

Let us know how it goes.

Regards

Amal

[adams69890754]

Hi Amal,

Thanks for your suggestions. I have tried them all and we are still having this issue.

The files are on the local computer drive. It happens with any PDF. I was able to get more details: the crash happens when two PDF files are open at the same time side-by-side so that one can be used to compare (visually) to the other and the Fill & Sign tools are active and being used.

[Amal.]

Hi there

We are sorry to hear that the issue still persists, Would you mind collecting the Adobe CC logs https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html  , Procmon logs (Win Only) https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html  and Crash/freeze logs https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html  share them via any cloud storage. Just upload the log file to the cloud, generate the link, and share that link with us for further investigation.

Regards
Amal

[Skyler38553234y0xg]

This bug has come back. Support tells me that it is a known bug but can't get rid of it or work around it. Is there any work being done on this? It is impeding our business heavily.

[Kiano38681187f12o · Accepted solution]

Hey,

The solution is - 

Delete the following 3 files:

%appdata%\Adobe\Acrobat\DC\Security\acrobat_fss_signature_initials

%appdata%\Adobe\Acrobat\DC\Security\acrobat_fss_signature_initialsi

%appdata%\Adobe\Acrobat\DC\Security\acrobat_fss_signature_initialsk

[Chen37908843358d]

This solution works!

[Skyler38553234y0xg]

This solved the issue! Thank you so much! I can't believe Adobe support doesn't know this, they ran me around circles for a week. Thank you again, our business users can continue work in their own Adobe now.

[Eric324675900hr6]

This solution works, but only for a bit.  I keep having to delete the files.  I'm IT helpdesk and have two people with the same issue.

[Connor37841142l33w]

+1 to what Eric says. That worked for us for a couple weeks but the issue popped back up again on the same users after some time. We need a more permanent solution.

[Eric324675900hr6]

I'm not sure where I found it but you might wat to try this since it has been working for a few days instead of a few hours.  Go to C:\Users\USERNAME\AppData\Roaming\Adobe\Acrobat\DC and rename the Preferences folder to something else.  It looks like it was not recreated but the user did not report any issues.  I think the best way to go about it would be to uninstall Adobe Acrobat, go into the AppData\Roaming directory and delete the acrobat folder.