Acrobat Pro 2020 randomly crashes upon opening random PDF files

New Here ,
Jul 28, 2022 Jul 28, 2022

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Hi,

our newly installed Acrobat Pro 2020 started to randomly crash upon opening random PDF files (but totally randomly since the same files may or may not work when tested for like a fifth time or so.)

We have two Acrobat licenses in total, only one of them has this issue. Both the same version, both on the latest Windows 10 Pro (July 2022 update.)

Please help, accounting department needs it to work properly again. Thanks in advance!

Event log below:

 

Faulting application name: Acrobat.exe, version: 20.5.30362.10362, time stamp: 0x62ba21b0

Faulting module name: Acrobat.dll, version: 20.5.30362.10362, time stamp: 0x62ba21a6

Exception code: 0xc0000005

Fault offset: 0x00641235

Faulting process id: 0x1220

Faulting application start time: 0x01d8a27dba248acc

Faulting application path: C:\Program Files (x86)\Adobe\Acrobat 2020\Acrobat\Acrobat.exe

Faulting module path: C:\Program Files (x86)\Adobe\Acrobat 2020\Acrobat\Acrobat.dll

Report Id: d3e72415-a1ed-4126-be77-40f7804f15b0

Faulting package full name:

Faulting package-relative application ID:

 

- System
- Provider
[ Name] Application Error

- EventID 1000
[ Qualifiers] 0

Version 0

Level 2

Task 100

Opcode 0

Keywords 0x80000000000000

- TimeCreated
[ SystemTime] 2022-07-28T12:29:59.6342894Z

EventRecordID 230280

Correlation

- Execution
[ ProcessID] 0
[ ThreadID] 0

Channel Application

Computer MOPRG-W10-70.mohg.com

Security

- EventData
Acrobat.exe
20.5.30362.10362
62ba21b0
Acrobat.dll
20.5.30362.10362
62ba21a6
c0000005
00641235
1220
01d8a27dba248acc
C:\Program Files (x86)\Adobe\Acrobat 2020\Acrobat\Acrobat.exe
C:\Program Files (x86)\Adobe\Acrobat 2020\Acrobat\Acrobat.dll
d3e72415-a1ed-4126-be77-40f7804f15b0

 

- <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">

- <System>

  <Provider Name="Application Error" />

  <EventID Qualifiers="0">1000</EventID>

  <Version>0</Version>

  <Level>2</Level>

  <Task>100</Task>

  <Opcode>0</Opcode>

  <Keywords>0x80000000000000</Keywords>

  <TimeCreated SystemTime="2022-07-28T12:29:59.6342894Z" />

  <EventRecordID>230280</EventRecordID>

  <Correlation />

  <Execution ProcessID="0" ThreadID="0" />

  <Channel>Application</Channel>

  <Computer>MOPRG-W10-70.mohg.com</Computer>

  <Security />

  </System>

- <EventData>

  <Data>Acrobat.exe</Data>

  <Data>20.5.30362.10362</Data>

  <Data>62ba21b0</Data>

  <Data>Acrobat.dll</Data>

  <Data>20.5.30362.10362</Data>

  <Data>62ba21a6</Data>

  <Data>c0000005</Data>

  <Data>00641235</Data>

  <Data>1220</Data>

  <Data>01d8a27dba248acc</Data>

  <Data>C:\Program Files (x86)\Adobe\Acrobat 2020\Acrobat\Acrobat.exe</Data>

  <Data>C:\Program Files (x86)\Adobe\Acrobat 2020\Acrobat\Acrobat.dll</Data>

  <Data>d3e72415-a1ed-4126-be77-40f7804f15b0</Data>

  <Data />

  <Data />

  </EventData>

  </Event>

TOPICS
Crash or freeze , General troubleshooting

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Adobe Employee ,
Jul 28, 2022 Jul 28, 2022

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Hi there

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 your computer locally and then try again.

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 turn off the protected mode for testing. Go to Edit > Preferences > Enhanced Security > Uncheck 'Enable Protected mode at startup' > Turn Off the Protected mode and Uncheck Enhanced Security > Click OK and reboot the computer.

Note: Please turn on the security after testing to avoid any security risk.

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

Regards
Amal

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