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MJoSMSM
Participant
March 7, 2023
Answered

Acrobat Pro toolbars invisible & crashing in Windows 10

  • March 7, 2023
  • 1 reply
  • 1430 views

I have Acrobat Continuous Release 2022.003.20322 64-bit on a Lenovo P710 workstation with an Nvidia NVS 315 graphics card, running Windows 10 Pro 22H2.

 

Since a recent update, Acrobat Pro is unusable because the toolbars at top and right are blank not showing  most of the buttons (see attached image), and not working. Acrobat also crashes at basically any attempt to use it. 

 

I have read forums that suggested clicking on the window title, pressing ALT, then SPACE to "Restore" the window, but this didn't help either. I have also read that there is a Graphics Card driver setting that can be adjusted to improve it, but my graphics card does not have a control panel from which I can adjust any settings (I've tried to install one).

 

Please let me know if there is any workaround for this problem, or what can be done. I'm about ready to ask for a refund on my subscription.

 

Many thanks,

MJ

 

 

This topic has been closed for replies.
Correct answer MJoSMSM

It also works just fine if I run Acrobat as Administrator


I appear to have solved the problem by deleting the "Acrobat" Folder in C:\Users\<Username>\AppData\Local\Adobe. Now it starts up just fine with all Toolbars...'

 

Thank you very much for your help, Jane.

1 reply

jane-e
Community Expert
jane-eCommunity Expert
Community Expert
March 7, 2023

Hi @MJoSMSM 

Since your question is about Adobe Acrobat, I have moved this from the Using the Community forum where you posted.

 

A few questions:

  • What do you see when you click the Tools tab at the top? Do they show up there?
  • Can you use the Search box to find tools?
  • What happens when you use the scroll bars and scroll up to the top?

    ~ Jane

 

    M
    MJoSMSMAuthor
    Participant
    March 7, 2023
    • Nothing shows up when I click the Toolbar.
    • I cannot use most of the menu options (although I can go through the menus). So I can't search. Another example, I cannot open Preferences, and I can't exit (have to use Task Manager to force quit).
    • Now I cannot even use the scrollbars, as Acrobat has started crashing immediately when I open it.

     

    I have just uninstalled, used the Acrobat Cleaner to remove everything, and reinstalled, and the problem persists.

     

    I received this error report:

    <?xml version="1.0"?>
    <!DOCTYPE AdobeCrashReport SYSTEM "AdobeCrashReporter.dtd">
    <crashreport serviceVersion="4.8.0.6" clientVersion="4.8.0.6" applicationName="Adobe Acrobat" applicationVersion="22.003.20310" build="0" source="Windows-Client" crashType="n/a">
    <time year="2023" month="3" day="7" hour="15" minute="49" second="12" timeoffset="-300" timezone="Eastern Standard Time"/>
    <user guid=""/>
    <system platform="Windows 10 Pro" osversion="10.0" osbuild="19045" applicationlanguage="en-us" userlanguage="en-US" oslanguage="en-US" ram="16277" machine="Intel(R) Xeon(R) CPU E5-2623 v4 @ 2.60GHz" model="Intel64 Family 6 Model 79 Stepping 1" cpuCount="8" cpuType="8664" cpuFreq="2594 MHz" processorArchitecture="9"/>
    <gpu>
    <gpuinfo availability="Running/Full Power" adapterCompatibility="NVIDIA" adapterRAM="1024 MB" caption="NVIDIA NVS 315" description="NVIDIA NVS 315" driverDate="20210906000000.000000-000" driverVersion="23.21.13.9268" videoModeDescription="1920 x 1080 x 4294967296 colors" pnpDeviceID="PCI&#92;VEN_10DE&#38;DEV_107C&#38;SUBSYS_102F10DE&#38;REV_A1&#92;4&#38;16866DE7&#38;0&#38;0010" installedDisplayDrivers="nvldumdx.dll"/>
    </gpu>
    <crash exception="EXCEPTION_ACCESS_VIOLATION" exceptionCode="0xc0000005" instruction="0x0000000074B55630">
    <backtrace crashedThread="0">
    <thread index="0">
    <stackStatement index="0" address="0x0000000074B55630" symbolname="CTJPEGDecodeOptions::operator="/>
    <stackStatement index="1" address="0x0000000075AF09F0" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>
    <stackStatement index="2" address="0x00000000748E2104" symbolname="DllCanUnloadNow"/>
    <stackStatement index="3" address="0x00000000748E0460" symbolname="DllCanUnloadNow"/>
    <stackStatement index="4" address="0x00000000748E00A6" symbolname="DllCanUnloadNow"/>
    <stackStatement index="5" address="0x00000000748DFDE0" symbolname="DllCanUnloadNow"/>
    <stackStatement index="6" address="0x00000000746471C4" symbolname="AIDE::AIDEFormatType::operator="/>
    <stackStatement index="7" address="0x00007FFCBDDDE7E8" symbolname="CallWindowProcW"/>
    <stackStatement index="8" address="0x00007FFCBDDDE229" symbolname="DispatchMessageW"/>
    <stackStatement index="9" address="0x000000007487A150" symbolname="DllCanUnloadNow"/>
    <stackStatement index="10" address="0x000000007487914C" symbolname="DllCanUnloadNow"/>
    <stackStatement index="11" address="0x000000007487901D" symbolname="DllCanUnloadNow"/>
    <stackStatement index="12" address="0x000000007463CDC5" symbolname="AcroWinMainSandbox"/>
    <stackStatement index="13" address="0x000000007463A849" symbolname="AcroWinMainSandbox"/>
    <stackStatement index="14" address="0x00007FF7E17D50EE" symbolname="sidestep::PreamblePatcher::PatchShortJump"/>
    <stackStatement index="15" address="0x00007FF7E18585B2" symbolname="AcroRd32IsBrokerProcess"/>
    <stackStatement index="16" address="0x00007FFCBD067614" symbolname="BaseThreadInitThunk"/>
    <stackStatement index="17" address="0x00007FFCBE7026A1" symbolname="RtlUserThreadStart"/>
    </thread>
    </backtrace>
    <registerSet>
    <register name="RAX" value="0x0000000000000000"/>
    <register name="RBX" value="0x0000000000000000"/>
    <register name="RCX" value="0x746E6F460A72656C"/>
    <register name="RDX" value="0x00000001BB8E9B01"/>
    <register name="RSI" value="0x000001E326E19438"/>
    <register name="RDI" value="0x000001E32BB8C970"/>
    <register name="RSP" value="0x00000044E6F2E990"/>
    <register name="RBP" value="0x00000044E6F2EA90"/>
    <register name="RIP" value="0x0000000074B55630"/>
    <register name="EFL" value="0x0000000000010246"/>
    <register name="LastExceptionToRip" value="0x0000000000000000"/>
    <register name="LastExceptionFromRip" value="0x0000000000000000"/>
    </registerSet>

    <binaryImageSet>
    <binaryImage start="0x00007FF7E1560000" end="0x00007FF7E1AAD000" path="adobe\Acrobat.exe"/>
    <binaryImage start="0x00007FFCBE6B0000" end="0x00007FFCBE8A8000" path="ntdll.dll"/>
    <binaryImage start="0x00007FFCBD050000" end="0x00007FFCBD10F000" path="kernel32.dll"/>
    <binaryImage start="0x00007FFCBBA40000" end="0x00007FFCBBB41000" path="hmpalert.dll"/>
    <binaryImage start="0x00007FFCBC220000" end="0x00007FFCBC4F2000" path="KERNELBASE.dll"/>
    <binaryImage start="0x00007FFCBDDD0000" end="0x00007FFCBDF71000" path="user32.dll"/>
    <binaryImage start="0x00007FFCBBF50000" end="0x00007FFCBBF72000" path="win32u.dll"/>
    <binaryImage start="0x00007FFCBDD80000" end="0x00007FFCBDDAB000" path="gdi32.dll"/>
    <binaryImage start="0x00007FFCBC070000" end="0x00007FFCBC17F000" path="gdi32full.dll"/>
    <binaryImage start="0x000001E323C80000" end="0x000001E323D1D000" path="msvcp_win.dll"/>
    <binaryImage start="0x00007FFCBBE50000" end="0x00007FFCBBF50000" path="ucrtbase.dll"/>
    <binaryImage start="0x00007FFCBDCD0000" end="0x00007FFCBDD7E000" path="advapi32.dll"/>
    <binaryImage start="0x00007FFCBE520000" end="0x00007FFCBE5BE000" path="msvcrt.dll"/>
    <binaryImage start="0x00007FFCBC6F0000" end="0x00007FFCBC78C000" path="sechost.dll"/>
    <binaryImage start="0x00007FFCBC7F0000" end="0x00007FFCBC915000" path="rpcrt4.dll"/>
    <binaryImage start="0x00007FFCBCFF0000" end="0x00007FFCBD045000" path="shlwapi.dll"/>
    <binaryImage start="0x00007FFCB4AE0000" end="0x00007FFCB4BEC000" path="winhttp.dll"/>
    <binaryImage start="0x00007FFCBB660000" end="0x00007FFCBB66C000" path="CRYPTBASE.DLL"/>
    <binaryImage start="0x00007FFCBDA40000" end="0x00007FFCBDA72000" path="imm32.dll"/>
    <binaryImage start="0x00007FFCAD360000" end="0x00007FFCAD5FA000" path="comctl32.dll"/>
    <binaryImage start="0x00007FFCB92C0000" end="0x00007FFCB935E000" path="uxtheme.dll"/>
    <binaryImage start="0x00007FFCBCAE0000" end="0x00007FFCBCE35000" path="combase.dll"/>
    <binaryImage start="0x00007FFCBE3F0000" end="0x00007FFCBE505000" path="msctf.dll"/>
    <binaryImage start="0x00007FFCBC930000" end="0x00007FFCBC9FD000" path="oleaut32.dll"/>
    <binaryImage start="0x00007FFCBA500000" end="0x00007FFCBA512000" path="kernel.appcore.dll"/>
    <binaryImage start="0x00007FFCBC660000" end="0x00007FFCBC6E2000" path="bcryptPrimitives.dll"/>
    <binaryImage start="0x00007FFCA5D10000" end="0x00007FFCA5E09000" path="textinputframework.dll"/>
    <binaryImage start="0x00007FFCB8860000" end="0x00007FFCB8BBE000" path="CoreUIComponents.dll"/>
    <binaryImage start="0x00007FFCBE5C0000" end="0x00007FFCBE66D000" path="SHCore.dll"/>
    <binaryImage start="0x00007FFCB8BE0000" end="0x00007FFCB8CD2000" path="CoreMessaging.dll"/>
    <binaryImage start="0x00007FFCBDBB0000" end="0x00007FFCBDC1B000" path="ws2_32.dll"/>
    <binaryImage start="0x00007FFCBAE40000" end="0x00007FFCBAE73000" path="ntmarta.dll"/>
    <binaryImage start="0x00007FFCB7E40000" end="0x00007FFCB7F94000" path="WinTypes.dll"/>
    <binaryImage start="0x00000000744A0000" end="0x0000000077C65000" path="adobe\Acrobat.dll"/>
    <binaryImage start="0x00007FFCBBF80000" end="0x00007FFCBBFA7000" path="bcrypt.dll"/>
    <binaryImage start="0x00007FFC46360000" end="0x00007FFC46A5F000" path="adobe\AGM.dll"/>
    <binaryImage start="0x000001E3267F0000" end="0x000001E32691A000" path="ole32.dll"/>
    <binaryImage start="0x000001E326930000" end="0x000001E326D98000" path="setupapi.dll"/>
    <binaryImage start="0x00007FFCBC020000" end="0x00007FFCBC06E000" path="cfgmgr32.dll"/>
    <binaryImage start="0x00007FFCB6DB0000" end="0x00007FFCB6DD4000" path="adobe\BIB.dll"/>
    <binaryImage start="0x00007FFC57580000" end="0x00007FFC5799B000" path="adobe\CoolType.dll"/>
    <binaryImage start="0x00007FFCBD1F0000" end="0x00007FFCBD935000" path="shell32.dll"/>
    <binaryImage start="0x00007FFCB9B40000" end="0x00007FFCB9D24000" path="dbghelp.dll"/>
    <binaryImage start="0x00007FFC6BC50000" end="0x00007FFC6BCDE000" path="msvcp140.dll"/>
    <binaryImage start="0x00007FFCAC1D0000" end="0x00007FFCAC1DC000" path="secur32.dll"/>
    <binaryImage start="0x00007FFC6C1D0000" end="0x00007FFC6C1EB000" path="VCRUNTIME140.dll"/>
    <binaryImage start="0x00007FFC8CC70000" end="0x00007FFC8CC7C000" path="VCRUNTIME140_1.dll"/>
    <binaryImage start="0x00007FFC69CE0000" end="0x00007FFC69E1A000" path="adobe\ACE.dll"/>
    <binaryImage start="0x00007FFC7D3B0000" end="0x00007FFC7D3BA000" path="SensApi.dll"/>
    <binaryImage start="0x00007FFCBBC60000" end="0x00007FFCBBC92000" path="sspicli.dll"/>
    <binaryImage start="0x00007FFCB9D50000" end="0x00007FFCBA4E2000" path="windows.storage.dll"/>
    <binaryImage start="0x00007FFCBB6F0000" end="0x00007FFCBB720000" path="wldp.dll"/>
    <binaryImage start="0x00007FFCBBCE0000" end="0x00007FFCBBCFF000" path="profapi.dll"/>
    <binaryImage start="0x000001E329580000" end="0x000001E3296D6000" path="crypt32.dll"/>
    <binaryImage start="0x00007FFCB9540000" end="0x00007FFCB956F000" path="dwmapi.dll"/>
    <binaryImage start="0x00007FFCA6920000" end="0x00007FFCA69CC000" path="TextShaping.dll"/>
    <binaryImage start="0x00000000523E0000" end="0x000000005240B000" path="adobe\AXE8SharedExpat.dll"/>
    <binaryImage start="0x00007FFCBB450000" end="0x00007FFCBB4BA000" path="mswsock.dll"/>
    <binaryImage start="0x0000000051100000" end="0x0000000051B45000" path="adobe\Annots.api"/>
    <binaryImage start="0x00007FFCB15D0000" end="0x00007FFCB1775000" path="GdiPlus.dll"/>
    <binaryImage start="0x00007FFCB6B40000" end="0x00007FFCB6B4A000" path="version.dll"/>
    <binaryImage start="0x00007FFC7F290000" end="0x00007FFC7F339000" path="adobe\sqlite.dll"/>
    <binaryImage start="0x00007FFCB7D00000" end="0x00007FFCB7DF6000" path="propsys.dll"/>
    <binaryImage start="0x00007FFCBB640000" end="0x00007FFCBB658000" path="cryptsp.dll"/>
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    <binaryImage start="0x00007FFC6AE70000" end="0x00007FFC6AEEB000" path="adobe\CRClient.dll"/>
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    <binaryImage start="0x00000000523A0000" end="0x00000000523D1000" path="adobe\Updater.api"/>
    <binaryImage start="0x00007FFCBBCA0000" end="0x00007FFCBBCCE000" path="userenv.dll"/>
    <binaryImage start="0x00007FFCBBBB0000" end="0x00007FFCBBC5B000" path="sxs.dll"/>
    <binaryImage start="0x00007FFCA5350000" end="0x00007FFCA5829000" path="wininet.dll"/>
    <binaryImage start="0x00007FFCAEC60000" end="0x00007FFCAEF11000" path="iertutil.dll"/>
    <binaryImage start="0x00007FFCA4BC0000" end="0x00007FFCA4BD7000" path="ondemandconnroutehelper.dll"/>
    <binaryImage start="0x00007FFCBB0F0000" end="0x00007FFCBB12B000" path="IPHLPAPI.DLL"/>
    <binaryImage start="0x00007FFCB54E0000" end="0x00007FFCB54EB000" path="winnsi.dll"/>
    <binaryImage start="0x00007FFCBC920000" end="0x00007FFCBC928000" path="nsi.dll"/>
    <binaryImage start="0x0000000052370000" end="0x00000000523A0000" path="adobe\IA32.api"/>
    </binaryImageSet>
    <dumpType>
    Mini
    </dumpType>
    <hbLogSessionDllStatus>

    </hbLogSessionDllStatus>
    </crash>

    </crashreport>

    M
    MJoSMSMAuthor
    Participant
    March 7, 2023

    It also works just fine if I run Acrobat as Administrator

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