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Participant
June 20, 2022
Question

Adobe acrobat 2020 ver 20.005.30334 keeps crashing

  • June 20, 2022
  • 2 replies
  • 651 views

Adobe acrobat 2020 ver 20.005.30334 keeps crashing viewing two documents side by side and editing them.  See below dumpfile - Can some analyze this and let me know what causing the issue?


KEY_VALUES_STRING: 1

Key : AV.Dereference
Value: NullClassPtr

Key : AV.Fault
Value: Read

Key : Analysis.CPU.mSec
Value: 890

Key : Analysis.DebugAnalysisManager
Value: Create

Key : Analysis.Elapsed.mSec
Value: 3316

Key : Analysis.Init.CPU.mSec
Value: 1155

Key : Analysis.Init.Elapsed.mSec
Value: 97374

Key : Analysis.Memory.CommitPeak.Mb
Value: 125

Key : Timeline.OS.Boot.DeltaSec
Value: 102242

Key : Timeline.Process.Start.DeltaSec
Value: 3443

Key : WER.OS.Branch
Value: vb_release

Key : WER.OS.Timestamp
Value: 2019-12-06T14:06:00Z

Key : WER.OS.Version
Value: 10.0.19041.1

Key : WER.Process.Version
Value: 20.5.30334.10334


FILE_IN_CAB: Acrobat.exe.6864.dmp

NTGLOBALFLAG: 0

PROCESS_BAM_CURRENT_THROTTLED: 0

PROCESS_BAM_PREVIOUS_THROTTLED: 0

APPLICATION_VERIFIER_FLAGS: 0

CONTEXT: (.ecxr)
eax=00000000 ebx=0c018618 ecx=04afe2e0 edx=00450101 esi=0c1099b0 edi=0c1099cc
eip=5af11a59 esp=04afe2d0 ebp=04afe308 iopl=0 nv up ei pl nz na pe nc
cs=0023 ss=002b ds=002b es=002b fs=0053 gs=002b efl=00010206
Acrobat!DllCanUnloadNow+0x68ac9:
5af11a59 8b7004 mov esi,dword ptr [eax+4] ds:002b:00000004=????????
Resetting default scope

EXCEPTION_RECORD: (.exr -1)
ExceptionAddress: 5af11a59 (Acrobat!DllCanUnloadNow+0x00068ac9)
ExceptionCode: c0000005 (Access violation)
ExceptionFlags: 00000000
NumberParameters: 2
Parameter[0]: 00000000
Parameter[1]: 00000004
Attempt to read from address 00000004

PROCESS_NAME: Acrobat.exe

READ_ADDRESS: 00000004

ERROR_CODE: (NTSTATUS) 0xc0000005 - The instruction at 0x%p referenced memory at 0x%p. The memory could not be %s.

EXCEPTION_CODE_STR: c0000005

EXCEPTION_PARAMETER1: 00000000

EXCEPTION_PARAMETER2: 00000004

STACK_TEXT:
WARNING: Stack unwind information not available. Following frames may be wrong.
04afe308 5b81350d 0c1099b0 5b813500 04afe358 Acrobat!DllCanUnloadNow+0x68ac9
04afe318 57a6ac61 0c1099b0 04afe33c 42952c82 Acrobat!AIDE::PixelPartInfo::operator=+0x142edd
04afe358 57a6b7dc 0c018618 5ce91ba0 57a6b740 Accessibility!PlugInMain+0x93c1
04afe36c 5afacedc 0c1cd560 00000000 78f56cb8 Accessibility!PlugInMain+0x9f3c
04afe88c 5afab62b 0c1cd560 0c1cd560 1098f390 Acrobat!DllCanUnloadNow+0x103f4c
04afe8a4 5af6fe7b 0c1cd560 00000000 10db7000 Acrobat!DllCanUnloadNow+0x10269b
04afe8d8 5afa2a72 00000001 00000001 5afa2a50 Acrobat!DllCanUnloadNow+0xc6eeb
04afe8ec 5aeb75ab 00000001 78f56d04 00000000 Acrobat!DllCanUnloadNow+0xf9ae2
04afe930 5aeb7600 00000001 78f56d40 00000000 Acrobat!DllCanUnloadNow+0xe61b
04afe974 5aeb7600 00000001 78f56d8c 1098f390 Acrobat!DllCanUnloadNow+0xe670
04afe9b8 5afa2a19 00000001 00000001 5afaa327 Acrobat!DllCanUnloadNow+0xe670
04afe9dc 5afa91f9 00000001 00000000 00000000 Acrobat!DllCanUnloadNow+0xf9a89
04afe9f8 5ae57c78 00000001 00000000 00000000 Acrobat!DllCanUnloadNow+0x100269
04afea18 750e11fb 00440eaa 00000006 00000001 Acrobat!AcroWinMainSandbox+0x9918
04afea44 750d81ca 5ae57be0 00440eaa 00000006 user32!_InternalCallWinProc+0x2b
04afeb28 750d7897 5ae57be0 00000000 00000006 user32!UserCallWinProcCheckWow+0x33a
04afeb60 750d5a3b 00000006 00000001 00000000 user32!CallWindowProcAorW+0x7f
04afeb78 5aeb398d 5ae57be0 00440eaa 00000006 user32!CallWindowProcW+0x1b
04afeba4 5aeb3398 00000006 00000001 00000000 Acrobat!DllCanUnloadNow+0xa9fd
04afebc0 750e11fb 00440eaa 00000006 00000001 Acrobat!DllCanUnloadNow+0xa408
04afebec 750d81ca 5aeb32f0 00440eaa 00000006 user32!_InternalCallWinProc+0x2b
04afecd0 750d7dba 5aeb32f0 00000000 00000006 user32!UserCallWinProcCheckWow+0x33a
04afed34 750db98f 05506890 00000000 00000006 user32!DispatchClientMessage+0xea
04afed70 77014e9d 04afed8c 00000020 04afef34 user32!__fnDWORD+0x3f
04afeda8 764f107c 750d6626 00440eaa 00000112 ntdll!KiUserCallbackDispatcher+0x4d
04afedac 750d6626 00440eaa 00000112 0000f120 win32u!NtUserMessageCall+0xc
04afee44 750d5b59 05506890 00000000 00000000 user32!RealDefWindowProcWorker+0x277
04afee5c 6fad3665 00440eaa 00000112 0000f120 user32!RealDefWindowProcW+0x29
04afee74 6facbeba 00000112 04afeee4 6facfb91 uxtheme!DoMsgDefault+0x2c
04afee80 6facfb91 06b28a60 04afee9c 00000001 uxtheme!OnDwpSysCommand+0x2a
04afeee4 6facf808 0000f120 00000000 00000001 uxtheme!_ThemeDefWindowProc+0x351
04afeef8 750d6377 00440eaa 00000112 0000f120 uxtheme!ThemeDefWindowProcW+0x18
04afef44 5b216fe6 00440eaa 00000112 0000f120 user32!DefWindowProcW+0x157
04afef64 5b1806a5 0000f120 00000000 1098f428 Acrobat!AX_PDXlateToHostEx+0xa1956
04afefa0 5ae58130 0000f120 00000000 00000112 Acrobat!AX_PDXlateToHostEx+0xb015
04afefbc 750e11fb 00440eaa 00000112 0000f120 Acrobat!AcroWinMainSandbox+0x9dd0
04afefe8 750d81ca 5ae57be0 00440eaa 00000112 user32!_InternalCallWinProc+0x2b
04aff0cc 750d7897 5ae57be0 00000000 00000112 user32!UserCallWinProcCheckWow+0x33a
04aff104 750d5a3b 00000112 0000f120 00000000 user32!CallWindowProcAorW+0x7f
04aff11c 5aeb398d 5ae57be0 00440eaa 00000112 user32!CallWindowProcW+0x1b
04aff148 5aeb3398 00000112 0000f120 00000000 Acrobat!DllCanUnloadNow+0xa9fd
04aff164 750e11fb 00440eaa 00000112 0000f120 Acrobat!DllCanUnloadNow+0xa408
04aff190 750d81ca 5aeb32f0 00440eaa 00000112 user32!_InternalCallWinProc+0x2b
04aff274 750d5f2a 5aeb32f0 00000000 00000112 user32!UserCallWinProcCheckWow+0x33a
04aff2e8 750d5cf0 00000012 04aff30c 5aec7c61 user32!DispatchMessageWorker+0x22a
04aff2f4 5aec7c61 04aff328 04c59958 04c59958 user32!DispatchMessageW+0x10
04aff30c 5aec79ce 04aff328 78f577b4 04c59958 Acrobat!DllCanUnloadNow+0x1ecd1
04aff380 5aec7862 78f5778c 04c59958 00000000 Acrobat!DllCanUnloadNow+0x1ea3e
04aff3b8 5ae4e8e1 78f57018 5ae4e360 5adf0000 Acrobat!DllCanUnloadNow+0x1e8d2
04aff42c 5ae4e399 5adf0000 00330000 04c16360 Acrobat!AcroWinMainSandbox+0x581
04aff44c 0033e22a 5adf0000 00330000 04c16360 Acrobat!AcroWinMainSandbox+0x39
04aff828 004d834a 00330000 00000000 04be251c Acrobat_exe+0xe22a
04aff874 76ebfa29 04986000 76ebfa10 04aff8e0 Acrobat_exe!AcroRd32IsBrokerProcess+0xda0fa
04aff884 77007a9e 04986000 7681259b 00000000 kernel32!BaseThreadInitThunk+0x19
04aff8e0 77007a6e ffffffff 770289f8 00000000 ntdll!__RtlUserThreadStart+0x2f
04aff8f0 00000000 003355c0 04986000 00000000 ntdll!_RtlUserThreadStart+0x1b


STACK_COMMAND: ~0s; .ecxr ; kb

SYMBOL_NAME: Acrobat+68ac9

MODULE_NAME: Acrobat

IMAGE_NAME: Acrobat.dll

FAILURE_BUCKET_ID: NULL_CLASS_PTR_READ_c0000005_Acrobat.dll!Unknown

OS_VERSION: 10.0.19041.1

BUILDLAB_STR: vb_release

OSPLATFORM_TYPE: x86

OSNAME: Windows 10

IMAGE_VERSION: 20.5.30334.10334

FAILURE_ID_HASH: {53c788dc-eb86-a0a1-a504-ad12319379f9}

Followup: MachineOwner
---------

 

This topic has been closed for replies.

2 replies

Participant
June 21, 2022

Hi Amal,  Thanks for following up. This happens with other pdf files also. The operating system was reinstalled and test different files same issue. I have several dump files if you want to take a look to see what is causing the issue.

Amal.
Community Manager
Community Manager
June 22, 2022

Hi there

 

We are sorry to hear that, please try to create a new test user profile with full admin rights in Win and try using the application there and see if that works.

 

Also, please collect the Adobe crash logs https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html and procmon logs https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html and share them via document cloud as described here https://helpx.adobe.com/document-cloud/help/sharing-pdfs.html

 

Regards

Amal

Amal.
Community Manager
Community Manager
June 21, 2022

Hi there

 

Hope you are doing well and sorry to hear that.

 

Is this an issue with a particular set of PDF files or with all the PDFs? Please try with a different PDF file and check. If the files are stored on a shared network/drive, please download them to your computer locally and check.

 

Also, try to repair the installation from the help menu and reboot the computer once and check.

 

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 once.

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

 

You may also try to reset the Acrobat preferences as described here https://community.adobe.com/t5/acrobat-discussions/how-to-reset-acrobat-preference-settings-to-default/td-p/4792082 and see if that works.

 

Regards

Amal