Acrobat DC plug-in crashing Office 2016

[ianf3652496]

I have the most up to date versions of both these products but the plug in is causing any part of Office to crash - Office has to be recovered each time.

I can Print to Adobe PDF without problems, but can't use the plug in. This is happening on both computers I use the combination on and started to happen about a week a go

Any advice?

[TanviRastogi]

Hi

Please share your OS, Office and Acrobat version details?

What steps are you doing to reproduce the crash?

Is it happening for all Office apps - Word/Excel/PPT?

Thanks

Tanvi

[ianf3652496]

Office 365 Version 1702

Acrobat DC Pro 2017.009.20044

All parts of Office crash

Any attempt to use the PDFMaker Office COM Addin causes the Office app to freeze and it has to be closed and relaunched, but then it will happen again if I try to use the Addin.

If I disable the Addin I can use AdobePDF as a printer without problems

Thanks

[ianf3652496]

I can launch the addin but as soon as I try to create the PDF it freezes the Office app

[ianf3652496]

OS is Windows 10 1703

[TanviRastogi]

Please try repairing your Office and then Acrobat installation and let us know if it helps solve your problem?

-Tanvi

[ianf3652496]

Already done this - didn't solve the problem

[TanviRastogi]

Can you please run this tool and share the results with us?

https://files.acrobat.com/a/preview/9420d739-79b9-41e7-8694-e7ac21cadb73

Steps to run the tool:

1.Copy the exe to your machine.

2.Launch Acrobat.

3.Run the exe.

4.After the exe has completed its operation it will display a message to collect the log file (AcrobatPDFMakerIssue_log.txt) from your temporary location. Collect the log file and share with me.

Thanks

Tanvi

[ianf3652496]

SUCCESS: Word Version 16.0

SUCCESS: Successfully acquired Acrobat's com addin pointer

FAILURE: Word addin is disabled

SUCCESS: Word addin's state has not been altered.

SUCCESS: Successfully opened Adobe PDF printer

SUCCESS: Successfully found font

SUCCESS: All dlls in PDFMaker folder are present

SUCCESS: All dlls in PDFMaker Common folder are present

SUCCESS: All CoreTech dlls are present

[ianf3652496]

I ran it again as I didnt realise the plug was disabled the first time:

SUCCESS: Word Version 16.0

SUCCESS: Successfully acquired Acrobat's com addin pointer

SUCCESS: Word addin is enabled

FAILURE: Word addin is in inactive state

SUCCESS: Successfully opened Adobe PDF printer

SUCCESS: Successfully found font

SUCCESS: All dlls in PDFMaker folder are present

SUCCESS: All dlls in PDFMaker Common folder are present

SUCCESS: All CoreTech dlls are present

[ianf3652496]

Also, appears to work fine in Outlook 2016 but not the other parts of Office 2016

[TanviRastogi]

Hi

Can you please try uninstalling and re-installing Acrobat?

Thanks

Tanvi

[ianf3652496]

Will do

[ianf3652496]

Tanvi - it appears that problem may be a conflict with Malwarebytes and not with Acrobat after all. I'm checking this out at the moment and will let you know

Thanks

[ianf3652496]

I've applied a fix via Malwarebytes and this seems to have stopped the crashing. Thanks for your help on this one

[TanviRastogi]

Great to here that your issue is resolved!

Cheers!

Tanvi

[jaman571]

All the same problems and attempts with me - but I do NOT run  Malwarebytes. Help?

[jaman571]

To be precise, when it's adding the tags...

UPDATE: The newest update to Office 2016 has seemed to fix the problem.

[andrewb38571671]

Could you tell me what the "latest" version you upgraded to was? I'm on version 1609 (Build 7369.2127) and if there's something newer I can't get it because I'm on deferred channel. Just curious if there is an update coming that may fix it for me, some day.