Acrobat DC crashes when trying to sign a document with SmartCard

[L0st1TS0ul]

My organization as a requirement to both use protective view from potentially unsafe locations and uses smartcard to sign.  When trying to sign documents Acrobat crashes and the following errors are seen in the event log:

Faulting application name: Acrobat.exe, version: 22.3.20314.0, time stamp: 0x63cb6687
Faulting module name: ntdll.dll, version: 10.0.19041.2364, time stamp: 0xea5711f3
Exception code: 0xc0000409
Fault offset: 0x00088b30

***and***

Fault bucket , type 0
Event Name: BEX
Response: Not available
Cab Id: 0

Problem signature:
P1: Acrobat.exe
P2: 22.3.20314.0
P3: 63cb6687
P4: ntdll.dll
P5: 10.0.19041.2364

We are using ActivClient v 7.4.1

I have not been able to find a solution in the community forums or online.  

Help please!

One frustrated Admin

[Meenakshi Negi]

Hi L0st1TS0ul,

Thank you for reaching out. 

Please let us know if the application crashes only when using the smart card to add a signature.

Try the troubleshooting steps suggested on the following help page: https://helpx.adobe.com/acrobat/kb/acrobat-dc-crashes-on-windows-os.html. 

If the issue still occurs, try a clean reinstall of the application. First, remove the application and run the cleaner tool (https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html) on the machine. 

Reboot the machine and reinstall the application from the following page: https://helpx.adobe.com/acrobat/kb/acrobat-dc-downloads.html. 

Let us know if the issue persists.

Thanks,

Meenakshi 

[L0st1TS0ul]

Yes it is only when using Smartcard.

[Meenakshi Negi]

Did you check if it happens on other machines too?

Try creating a new user profile on your machine and install Acrobat. Check if the application crashes there too.

Share your findings with us.

Thanks,

Meenakshi