Acrobat Pro keeps crashing while editing a document

[zivikins]

This is happening on both my home and work computers which were built about the same time and have similar components. I removed and re-installed Acrobat and made sure to check for any updats with no luck.

Anything else I could be checking?

Here is the crash dump:

<?xml version="1.0"?>

<!DOCTYPE AdobeCrashReport SYSTEM "AdobeCrashReporter.dtd">

<crashreport serviceVersion="4.8.0.7" clientVersion="4.8.0.7" applicationName="Adobe Acrobat" applicationVersion="23.003.20244" build="0" source="Windows-Client" crashType="n/a">

<time year="2023" month="8" day="1" hour="22" minute="35" second="5" timeoffset="-300" timezone="Eastern Daylight Time"/>

<user guid="74363458-fcc0-4c8d-a013-857a1f9e6ee3"/>

<system platform="Windows 10 Pro" osversion="10.0" osbuild="19044" applicationlanguage="en-us" userlanguage="en-US" oslanguage="en-US" ram="32359" machine="11th Gen Intel(R) Core(TM) i9-11900K @ 3.50GHz" model="Intel64 Family 6 Model 167 Stepping 1" cpuCount="16" cpuType="8664" cpuFreq="3504 MHz" processorArchitecture="9"/>

<gpu>

<gpuinfo availability="Running/Full Power" adapterCompatibility="Intel Corporation" adapterRAM="1024 MB" caption="Intel(R) UHD Graphics 750" description="Intel(R) UHD Graphics 750" driverDate="20210322000000.000000-000" driverVersion="27.20.100.9415" videoModeDescription="2560 x 1440 x 4294967296 colors" pnpDeviceID="PCI&#92;VEN_8086&#38;DEV_4C8A&#38;SUBSYS_4C8A1849&#38;REV_04&#92;3&#38;11583659&#38;0&#38;10" installedDisplayDrivers="igd10iumd64.dll,igd12umd64.dll,igdumdim64.dll"/>

</gpu>

<crash exception="EXCEPTION_ACCESS_VIOLATION" exceptionCode="0xc0000005" instruction="0x00007FFA19045B08">

<backtrace crashedThread="0">

<thread index="0">

<stackStatement index="0" address="0x00007FFA19045B08" symbolname="DsrGetResourceAccount"/>

<stackStatement index="1" address="0x00007FFA19044C50" symbolname="DsrGetResourceAccount"/>

<stackStatement index="2" address="0x00007FFA19039174" symbolname="DsrGetResourceAccount"/>

<stackStatement index="3" address="0x00007FFA190347C0" symbolname="DsrGetJoinInfoEx"/>

<stackStatement index="4" address="0x00007FFA190340FA" symbolname="DsrGetJoinInfo"/>

<stackStatement index="5" address="0x00007FFA1B36E4D3" symbolname="WerpAuxmdMapFile"/>

<stackStatement index="6" address="0x00007FFA1B31DFDA" symbolname="WerpStitchedMinidumpVmPostReadCallback"/>

<stackStatement index="7" address="0x00007FFA1B31D904" symbolname="WerpStitchedMinidumpVmPostReadCallback"/>

<stackStatement index="8" address="0x00007FFA1B3594F9" symbolname="WerReportSubmit"/>

<stackStatement index="9" address="0x00007FFA1E0AB814" symbolname="GdiHandleBeingTracked"/>

<stackStatement index="10" address="0x00007FFA1E0AC0FF" symbolname="GdiHandleBeingTracked"/>

<stackStatement index="11" address="0x00007FFA1E0AC7F5" symbolname="GdiHandleBeingTracked"/>

<stackStatement index="12" address="0x00007FFA1E07C1F2" symbolname="CreateDIBSection"/>

<stackStatement index="13" address="0x00007FFA1E3A2929" symbolname="CreateDIBSection"/>

<stackStatement index="14" address="0x00000000716B29BE" symbolname="DllCanUnloadNow"/>

<stackStatement index="15" address="0x00000000716B2791" symbolname="DllCanUnloadNow"/>

<stackStatement index="16" address="0x00000000716B23B0" symbolname="DllCanUnloadNow"/>

<stackStatement index="17" address="0x00000000716B21E2" symbolname="DllCanUnloadNow"/>

<stackStatement index="18" address="0x00000000716B2106" symbolname="DllCanUnloadNow"/>

<stackStatement index="19" address="0x0000000072791F96" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="20" address="0x0000000072DC9306" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="21" address="0x0000000072EC088C" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="22" address="0x0000000072EBEB82" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="23" address="0x0000000072DCAEDE" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="24" address="0x0000000072DCEBF5" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="25" address="0x0000000072DCED53" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="26" address="0x0000000072DCEE7F" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="27" address="0x0000000072DC2424" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="28" address="0x0000000071832B25" symbolname="DllCanUnloadNow"/>

<stackStatement index="29" address="0x00000000716D856B" symbolname="DllCanUnloadNow"/>

<stackStatement index="30" address="0x00000000716D8166" symbolname="DllCanUnloadNow"/>

<stackStatement index="31" address="0x000000007182342F" symbolname="DllCanUnloadNow"/>

<stackStatement index="32" address="0x0000000071822BAF" symbolname="DllCanUnloadNow"/>

<stackStatement index="33" address="0x00000000716AB90B" symbolname="DllCanUnloadNow"/>

<stackStatement index="34" address="0x0000000071834D84" symbolname="DllCanUnloadNow"/>

<stackStatement index="35" address="0x00000000716D856B" symbolname="DllCanUnloadNow"/>

<stackStatement index="36" address="0x00000000716D8166" symbolname="DllCanUnloadNow"/>

<stackStatement index="37" address="0x000000007182342F" symbolname="DllCanUnloadNow"/>

<stackStatement index="38" address="0x0000000071822BAF" symbolname="DllCanUnloadNow"/>

<stackStatement index="39" address="0x00000000716AB90B" symbolname="DllCanUnloadNow"/>

<stackStatement index="40" address="0x0000000071834D84" symbolname="DllCanUnloadNow"/>

<stackStatement index="41" address="0x00000000716D856B" symbolname="DllCanUnloadNow"/>

<stackStatement index="42" address="0x00000000716D8166" symbolname="DllCanUnloadNow"/>

<stackStatement index="43" address="0x000000007182342F" symbolname="DllCanUnloadNow"/>

<stackStatement index="44" address="0x0000000071822BAF" symbolname="DllCanUnloadNow"/>

<stackStatement index="45" address="0x00000000716AB90B" symbolname="DllCanUnloadNow"/>

<stackStatement index="46" address="0x0000000071834D84" symbolname="DllCanUnloadNow"/>

<stackStatement index="47" address="0x00000000716D856B" symbolname="DllCanUnloadNow"/>

<stackStatement index="48" address="0x00000000716D8166" symbolname="DllCanUnloadNow"/>

<stackStatement index="49" address="0x000000007182342F" symbolname="DllCanUnloadNow"/>

<stackStatement index="50" address="0x0000000071822BAF" symbolname="DllCanUnloadNow"/>

<stackStatement index="51" address="0x00000000716AB90B" symbolname="DllCanUnloadNow"/>

<stackStatement index="52" address="0x00000000716AB613" symbolname="DllCanUnloadNow"/>

<stackStatement index="53" address="0x00000000716A2B29" symbolname="DllCanUnloadNow"/>

<stackStatement index="54" address="0x00000000717EB119" symbolname="DllCanUnloadNow"/>

<stackStatement index="55" address="0x00000000718066DC" symbolname="DllCanUnloadNow"/>

<stackStatement index="56" address="0x0000000071867B09" symbolname="DllCanUnloadNow"/>

<stackStatement index="57" address="0x0000000071867765" symbolname="DllCanUnloadNow"/>

<stackStatement index="58" address="0x000000007186757F" symbolname="DllCanUnloadNow"/>

<stackStatement index="59" address="0x0000000071867255" symbolname="DllCanUnloadNow"/>

<stackStatement index="60" address="0x000000007186713D" symbolname="DllCanUnloadNow"/>

<stackStatement index="61" address="0x000000007161F9BD" symbolname="AcroWinMainSandbox"/>

<stackStatement index="62" address="0x000000007161D429" symbolname="AcroWinMainSandbox"/>

<stackStatement index="63" address="0x00007FF617BE2B5E" symbolname="sidestep::PreamblePatcher::PatchShortJump"/>

<stackStatement index="64" address="0x00007FF617C697D2" symbolname="AcroRd32IsBrokerProcess"/>

<stackStatement index="65" address="0x00007FFA1F7C7614" symbolname="BaseThreadInitThunk"/>

<stackStatement index="66" address="0x00007FFA201826F1" symbolname="RtlUserThreadStart"/>

</thread>

</backtrace>

<registerSet>

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

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

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

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

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

<register name="RDI" value="0x000002B49CC046A8"/>

<register name="RSP" value="0x000000DE06CFC5A0"/>

<register name="RBP" value="0x000000DE06CFC661"/>

<register name="RIP" value="0x00007FFA19045B08"/>

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

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

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

</registerSet>

<binaryImageSet>

<binaryImage start="0x00007FF617960000" end="0x00007FF617EC7000" path="adobe\Acrobat.exe"/>

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<binaryImage start="0x00007FFA1D4A0000" end="0x00007FFA1D5BB000" path="hmpalert.dll"/>

<binaryImage start="0x00007FFA1D8D0000" end="0x00007FFA1DBC6000" path="KERNELBASE.dll"/>

<binaryImage start="0x00007FFA1E660000" end="0x00007FFA1E7FD000" path="user32.dll"/>

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<binaryImage start="0x000002B499FA0000" end="0x000002B49A03D000" path="msvcp_win.dll"/>

<binaryImage start="0x00007FFA1DF70000" end="0x00007FFA1E070000" path="ucrtbase.dll"/>

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<dumpType>

Full

</dumpType>

<hbLogSessionDllStatus>

</hbLogSessionDllStatus>

</crash>

</crashreport>

[AkanchhaS]

Hi @zivikins 

Hope you are doing well. Sorry for the delay in response.

We assume that the application keeps crashing upon editing the file only. If this is happening with a particular file, it could also be a file-specific issue.

Try these steps:

1- 

Go to Acrobat> Help > Check for updates and reboot the computer once (you must save all the work before restarting)

To download the patch manually, more information about this release is here: Release Notes | Adobe Acrobat, Reader

2- Navigate to Acrobat> Menu>Preferences (Ctrl+K)>Security (Enhanced)>disable "Protected Mode at Start-up," "Protected View," and "Enhanced Security">OK>close and reopen Acrobat. [Windows only]

Note: these changes are only for testing purposes. Once tested, please change it back to the previous setting.

3- Run this cleaner tool to remove the existing installer and application’s file traces:

https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html

Download the Acrobat installer from here:

https://helpx.adobe.com/acrobat/kb/acrobat-dc-downloads.html

If these steps don't help at all, then 

Collect logs when Acrobat/Reader crashes or freezes

https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html

Procmon Logs: [Windows only]

https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html

Note: share the logs by uploading them to any cloud storage.

Thanks,

Akanchha