acrobat pro crashing within ~5 seconsds of opening a downloaded document

[kglad]

with other pdf, i have no problems.

now, here's what's baffling me, on win 10 version 22H2 (build 19045.5440)

1.  i've restarted my computer (several times today after trying the various "fixes")

2. i was able to open and edit this pdf yesterday.

3. i've redownload this document (tried with chrome, edge and firefox) and all crash acrobat today.

4. i can open and edit this pdf using reader online without issue.

5. i've checked for acrobat updates (none available, i have v 24.1)

6. i've run acrobat help > repair

7. i've uninstalled acrobat and reinstalled (no cleaner used).

8. i can view all 31 page of this document in acrobat, if i scroll quickly enough (crash occurs after about 5 seconds), and they all appear to be normal.

9. i have plenty of drive space (and i've tried opening from 2 different hard drives).

10. i can view all 31 pages in my acrobat preview panel

but i can't figure out what could be causing this and how to fix it.

[creative explorer]

@kglad could it be a corrupted file?

[kglad]

anything's possible but i don't understand why a clean download won't work now.

these is part of the crash report

<?xml version="1.0"?>
<!DOCTYPE AdobeCrashReport SYSTEM "AdobeCrashReporter.dtd">
<crashreport serviceVersion="16.7.0.202408221003_c7c60a5" clientVersion="16.7.0.202408221003_c7c60a5" applicationName="Adobe Acrobat" applicationVersion="24.005.20399" build="0" source="Windows-Client" crashType="n/a">
<time year="2025" month="2" day="10" hour="5" minute="12" second="1" timeoffset="-480" timezone="Pacific Standard Time" crsessionduration="9"/>
<user guid="7c1e9b6d-b640-4cdc-afd8-4da32fdbff8c"/>
<system platform="Windows 10 Pro" osversion="10.0" osbuild="19045" applicationlanguage="en-us" userlanguage="en-US" oslanguage="en-US" ram="32168" machine="Intel(R) Core(TM) i7-6700K CPU @ 4.00GHz" model="Intel64 Family 6 Model 94 Stepping 3" cpuCount="8" cpuType="8664" cpuFreq="4008 MHz" processorArchitecture="9"/>
<gpu>
<gpuinfo availability="Off Line" adapterCompatibility="Intel Corporation" adapterRAM="1024 MB" caption="Intel(R) HD Graphics 530" description="Intel(R) HD Graphics 530" driverDate="20220721000000.000000-000" driverVersion="31.0.101.2112" videoModeDescription="" pnpDeviceID="PCI&#92;VEN_8086&#38;DEV_1912&#38;SUBSYS_86941043&#38;REV_06&#92;3&#38;11583659&#38;0&#38;10" installedDisplayDrivers="igd10iumd64.dll,igd12umd64.dll,igdumdim64.dll"/>
<gpuinfo availability="Running/Full Power" adapterCompatibility="NVIDIA" adapterRAM="4095 MB" caption="NVIDIA GeForce GTX 1050 Ti" description="NVIDIA GeForce GTX 1050 Ti" driverDate="20240814000000.000000-000" driverVersion="32.0.15.6094" videoModeDescription="3840 x 2160 x 4294967296 colors" pnpDeviceID="PCI&#92;VEN_10DE&#38;DEV_1C82&#38;SUBSYS_37291458&#38;REV_A1&#92;4&#38;2D78AB8F&#38;0&#38;0008" installedDisplayDrivers="nvldumdx.dll"/>
</gpu>
<crash exception="EXCEPTION_ACCESS_VIOLATION" exceptionCode="0xc0000005" instruction="0x000000005D79297D">
<backtrace crashedThread="0">
<thread index="0">

[AnandSri]

Hi @kglad!

I hope you're doing well, and we apologize for the delayed response and the trouble.

Could you please share the affected file and a fresh crash logs using the Crash Collector tool for further investigation? 

Thank you,

Anand Sri.

[kglad]

@AnandSri 

crash report sent one or two minutes ago.  thank you.

a bit of further info.  the problematic file saved on my computer (that crashes my acrobat), does not crash my accountants acrobat after i emailed it to him.

[AnandSri]

@kglad 

Can you please share the Carsh ID as well here, so that I can locate the logs?

Thank you

Anand Sri

[kglad]

@AnandSri 

i don't see anything called crash id.  here's what i see

and the full report

<?xml version="1.0"?>
<!DOCTYPE AdobeCrashReport SYSTEM "AdobeCrashReporter.dtd">
<crashreport serviceVersion="16.7.0.202408221003_c7c60a5" clientVersion="16.7.0.202408221003_c7c60a5" applicationName="Adobe Acrobat" applicationVersion="24.005.20399" build="0" source="Windows-Client" crashType="n/a">
<time year="2025" month="2" day="11" hour="8" minute="1" second="7" timeoffset="-480" timezone="Pacific Standard Time" crsessionduration="11"/>
<user guid="7c1e9b6d-b640-4cdc-afd8-4da32fdbff8c"/>
<system platform="Windows 10 Pro" osversion="10.0" osbuild="19045" applicationlanguage="en-us" userlanguage="en-US" oslanguage="en-US" ram="32168" machine="Intel(R) Core(TM) i7-6700K CPU @ 4.00GHz" model="Intel64 Family 6 Model 94 Stepping 3" cpuCount="8" cpuType="8664" cpuFreq="4008 MHz" processorArchitecture="9"/>
<gpu>
<gpuinfo availability="Off Line" adapterCompatibility="Intel Corporation" adapterRAM="1024 MB" caption="Intel(R) HD Graphics 530" description="Intel(R) HD Graphics 530" driverDate="20220721000000.000000-000" driverVersion="31.0.101.2112" videoModeDescription="" pnpDeviceID="PCI&#92;VEN_8086&#38;DEV_1912&#38;SUBSYS_86941043&#38;REV_06&#92;3&#38;11583659&#38;0&#38;10" installedDisplayDrivers="igd10iumd64.dll,igd12umd64.dll,igdumdim64.dll"/>
<gpuinfo availability="Running/Full Power" adapterCompatibility="NVIDIA" adapterRAM="4095 MB" caption="NVIDIA GeForce GTX 1050 Ti" description="NVIDIA GeForce GTX 1050 Ti" driverDate="20250126000000.000000-000" driverVersion="32.0.15.7216" videoModeDescription="3840 x 2160 x 4294967296 colors" pnpDeviceID="PCI&#92;VEN_10DE&#38;DEV_1C82&#38;SUBSYS_37291458&#38;REV_A1&#92;4&#38;2D78AB8F&#38;0&#38;0008" installedDisplayDrivers="nvldumdx.dll"/>
</gpu>
<crash exception="EXCEPTION_ACCESS_VIOLATION" exceptionCode="0xc0000005" instruction="0x000000005023297D">
<backtrace crashedThread="0">
<thread index="0">
<stackStatement index="0" address="0x000000005023297D" symbolname="PlugInMain"/>
<stackStatement index="1" address="0x00000000503B0A03" symbolname="PlugInMain"/>
<stackStatement index="2" address="0x000000005063C7C5" symbolname="PDMediaQuerySetMediaType"/>
<stackStatement index="3" address="0x000000005064E2A0" symbolname="PDMediaQuerySetMediaType"/>
<stackStatement index="4" address="0x00000000506520CE" symbolname="PDMediaQuerySetMediaType"/>
<stackStatement index="5" address="0x00000000506480FD" symbolname="PDMediaQuerySetMediaType"/>
<stackStatement index="6" address="0x00000000504C1773" symbolname="PlugInMain"/>
<stackStatement index="7" address="0x00000000504BFE9D" symbolname="PlugInMain"/>
<stackStatement index="8" address="0x00000000501D1192" symbolname="PlugInMain"/>
<stackStatement index="9" address="0x00000000502DBD86" symbolname="PlugInMain"/>
<stackStatement index="10" address="0x00000000502DB9B2" symbolname="PlugInMain"/>
<stackStatement index="11" address="0x0000000050230B70" symbolname="PlugInMain"/>
<stackStatement index="12" address="0x0000000050230383" symbolname="PlugInMain"/>
<stackStatement index="13" address="0x0000000050856DFC" symbolname="ObsoleteProc"/>
<stackStatement index="14" address="0x0000000050876FE9" symbolname="FixedQuadOverlap"/>
<stackStatement index="15" address="0x00000000508340B4" symbolname="ObsoleteProc"/>
<stackStatement index="16" address="0x0000000050876EB5" symbolname="FixedQuadOverlap"/>
<stackStatement index="17" address="0x0000000050877092" symbolname="FixedQuadOverlap"/>
<stackStatement index="18" address="0x00000000508766FC" symbolname="FixedQuadOverlap"/>
<stackStatement index="19" address="0x000000005087660F" symbolname="FixedQuadOverlap"/>
<stackStatement index="20" address="0x0000000071B3B6CB" symbolname="DllCanUnloadNow"/>
<stackStatement index="21" address="0x0000000071B3AD00" symbolname="DllCanUnloadNow"/>
<stackStatement index="22" address="0x0000000071B3A7AC" symbolname="DllCanUnloadNow"/>
<stackStatement index="23" address="0x0000000071B3A290" symbolname="DllCanUnloadNow"/>
<stackStatement index="24" address="0x000000007180C790" symbolname="AIDE::AIDEFormatType::operator="/>
<stackStatement index="25" address="0x00007FF944EFEF5C" symbolname="CallWindowProcW"/>
<stackStatement index="26" address="0x00007FF944EFE684" symbolname="DispatchMessageW"/>
<stackStatement index="27" address="0x0000000071AB5EF0" symbolname="DllCanUnloadNow"/>
<stackStatement index="28" address="0x0000000071AB530C" symbolname="DllCanUnloadNow"/>
<stackStatement index="29" address="0x0000000071AB51DD" symbolname="DllCanUnloadNow"/>
<stackStatement index="30" address="0x00000000718024A9" symbolname="AcroWinMainSandbox"/>
<stackStatement index="31" address="0x00000000717FFFE8" symbolname="AcroWinMainSandbox"/>
<stackStatement index="32" address="0x00007FF7F277A8E6" symbolname="CreateCoreWebview2EnvironmentSandbox"/>
<stackStatement index="33" address="0x00007FF7F2854652" symbolname="AcroRd32IsBrokerProcess"/>
<stackStatement index="34" address="0x00007FF945477374" symbolname="BaseThreadInitThunk"/>
<stackStatement index="35" address="0x00007FF946D5CC91" symbolname="RtlUserThreadStart"/>
</thread>
</backtrace>
<registerSet>
<register name="RAX" value="0x0000000000000000"/>
<register name="RBX" value="0x0000025220590B90"/>
<register name="RCX" value="0x000002521041F520"/>
<register name="RDX" value="0x0000000000000000"/>
<register name="RSI" value="0x0000025220590B90"/>
<register name="RDI" value="0x0000000000000000"/>
<register name="RSP" value="0x0000009EF539D1C0"/>
<register name="RBP" value="0x0000025218559950"/>
<register name="RIP" value="0x000000005023297D"/>
<register name="EFL" value="0x0000000000010246"/>
<register name="LastExceptionToRip" value="0x0000000000000000"/>
<register name="LastExceptionFromRip" value="0x0000000000000000"/>
</registerSet>

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<dumpType>
Mini
</dumpType>
<hbLogSessionDllStatus>

</hbLogSessionDllStatus>
</crash>

<sessionId>
3e08cb44-c4fb-44e9-8f7a-7486faade770
</sessionId>
<dunamisConfigGuid>
30bf5565-ab10-474a-b541-b39e24dfbe2c
</dunamisConfigGuid>
<imsUserGuid>
29826190445610609920157F@AdobeID
</imsUserGuid>
</crashreport>

[Aakash Deep]

Hi @kglad ,

Requesting you share the dump files with us.

For Crash dumps (.dmp) files:

1. Refer ‘Using Windows error reporting to collect Acrobat/Reader crash dumps’ section.
2. Or you can run the below commands in the Run dialog
   1. 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
3. You will find the dumps at: "%LOCALAPPDATA%\CrashDumps"

Thanks

Aakash

[kglad]

@Aakash Deep 

i already had a LocalDumps key but the only value was default.  i added the 3 values (recommended at the link you just posted) in LocalDumps and opened the problematic file in acrobat and checked the crash dumps folder where i saw only files from 2/9 (the date when this problem first occurred).  i  again opened the file in acrobat and after the crash, rechecked the folder and saw the same 10 files.

anyway, here's the last dmp file, https://www.kglad.com/Files/forums/Acrobat.exe.21152.dmp.zip

[Aakash Deep]

Thanks for sharing the logs. We will get to you on this after our investigation. Meanwhile, can you share the file with us as well?

[kglad]

it had lots of info that i'll need to edit out.  i'll do that in about 10 hours (and confirm that it still crashes my acrobat)

[kglad]

@Aakash Deep 

here's an edited pdf that still crashes my acrobat, https://www.kglad.com/Files/forums/GLADJOINT_2024_Organizer__.zip

p.s. i did notice that if i remove enough pages from this document it no longer crashes.  i didn't investigate and find which pages or how many pages trigger the problem.

[kglad]

@Aakash Deep 

only one page (page 6) is causing the crash, https://www.kglad.com/Files/forums/GLADJOINT_2024_Organizer_p6.zip