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Adobe Acrobat Crashes from 'Open a file' Action

New Here ,
Dec 19, 2022 Dec 19, 2022

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Hello,

Like the title says, when someone click a link in any of my PDF's that contains an 'Open a file' action Acrobat will crash. This happens on both Adobe Acrobat Pro and Adobe Acrobat Reader DC on both Windows 10 and Windows 11. Sadly there is no prompt to report the crash even after making sure the prompt was activated in registry editor.

 

I've attached the events from Windows Event Viewer in hopes that will help,

 

Application Error:

<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
<System>
  <Provider Name="Application Error" Guid="{a0e9b465-b939-57d7-b27d-95d8e925ff57}" /> 
  <EventID>1000</EventID> 
  <Version>0</Version> 
  <Level>2</Level> 
  <Task>100</Task> 
  <Opcode>0</Opcode> 
  <Keywords>0x8000000000000000</Keywords> 
  <TimeCreated SystemTime="2022-12-19T13:04:35.1715314Z" /> 
  <EventRecordID>7527</EventRecordID> 
  <Correlation /> 
  <Execution ProcessID="21880" ThreadID="22140" /> 
  <Channel>Application</Channel> 
  <Computer>DESKTOP-TECH.MARKETING2.local</Computer> 
  <Security UserID="S-1-5-21-1378626978-3962297878-2020251058-1111" /> 
  </System>
<EventData>
  <Data Name="AppName">Acrobat.exe</Data> 
  <Data Name="AppVersion">22.3.20282.0</Data> 
  <Data Name="AppTimeStamp">63728b35</Data> 
  <Data Name="ModuleName">Acrobat.dll</Data> 
  <Data Name="ModuleVersion">22.3.20282.0</Data> 
  <Data Name="ModuleTimeStamp">63728b31</Data> 
  <Data Name="ExceptionCode">c0000005</Data> 
  <Data Name="FaultingOffset">00000000001a01a8</Data> 
  <Data Name="ProcessId">0x55b0</Data> 
  <Data Name="ProcessCreationTime">0x1d913aa6e026f71</Data> 
  <Data Name="AppPath">C:\Program Files\Adobe\Acrobat DC\Acrobat\Acrobat.exe</Data> 
  <Data Name="ModulePath">C:\Program Files\Adobe\Acrobat DC\Acrobat\Acrobat.dll</Data> 
  <Data Name="IntegratorReportId">a5533828-4b9a-43b0-b6ff-bf75d6b388de</Data> 
  <Data Name="PackageFullName" /> 
  <Data Name="PackageRelativeAppId" /> 
  </EventData>
  </Event>

 

Windows Error Reporting:

<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
<System>
  <Provider Name="Windows Error Reporting" Guid="{0ead09bd-2157-539a-8d6d-c87f95b64d70}" /> 
  <EventID>1001</EventID> 
  <Version>0</Version> 
  <Level>4</Level> 
  <Task>0</Task> 
  <Opcode>0</Opcode> 
  <Keywords>0x8000000000000000</Keywords> 
  <TimeCreated SystemTime="2022-12-19T13:02:41.7582752Z" /> 
  <EventRecordID>7526</EventRecordID> 
  <Correlation /> 
  <Execution ProcessID="19940" ThreadID="2180" /> 
  <Channel>Application</Channel> 
  <Computer>DESKTOP-TECH.MARKETING2.local</Computer> 
  <Security UserID="S-1-5-21-1378626978-3962297878-2020251058-1111" /> 
  </System>
<EventData>
  <Data Name="Bucket">2284160149999508713</Data> 
  <Data Name="BucketType">4</Data> 
  <Data Name="EventName">APPCRASH</Data> 
  <Data Name="Response">Not available</Data> 
  <Data Name="CabId">0</Data> 
  <Data Name="P1">Acrobat.exe</Data> 
  <Data Name="P2">22.3.20282.0</Data> 
  <Data Name="P3">63728b35</Data> 
  <Data Name="P4">Acrobat.dll</Data> 
  <Data Name="P5">22.3.20282.0</Data> 
  <Data Name="P6">63728b31</Data> 
  <Data Name="P7">c0000005</Data> 
  <Data Name="P8">000000000010fc3c</Data> 
  <Data Name="P9" /> 
  <Data Name="P10" /> 
  <Data Name="AttachedFiles">\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER.eae8894d-0fd7-45fd-8ec8-107226b9fa6b.tmp.mdmp \\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER.f8224bda-d946-4b20-8c12-a68054a73da7.tmp.WERInternalMetadata.xml WPR_initiated_DiagTrackMiniLogger_OneTrace_User_Logger_20221218_1_EC_0_inject.etl \\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER.8a47d8d7-5311-4786-b374-b9c889ce0a13.tmp.etl WPR_initiated_DiagTrackMiniLogger_WPR System Collector_inject.etl \\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER.4e3a80de-ad8e-4bed-8d06-06670122a695.tmp.etl \\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER.d552c4f8-042c-4457-b8e8-eb52d3fab0d3.tmp.csv \\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER.dabc67ff-39c7-4f66-adf4-ef35f17ad390.tmp.txt \\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER.23c3858e-95be-4676-8042-995926854662.tmp.xml</Data> 
  <Data Name="StorePath">\\?\C:\ProgramData\Microsoft\Windows\WER\ReportArchive\AppCrash_Acrobat.exe_48e2aaeb436e5d519b2d3ca427d9326c6c052b1_3d070f86_e6a46914-a2ba-40ce-8f10-e5a82617fafd</Data> 
  <Data Name="AnalysisSymbol" /> 
  <Data Name="Rechecking">0</Data> 
  <Data Name="ReportId">e7de1e19-3c63-4496-8f48-e88dbce6677c</Data> 
  <Data Name="ReportStatus">268435456</Data> 
  <Data Name="HashedBucket">3219659f05b79e13dfb2f78deed2dce9</Data> 
  <Data Name="CabGuid">0</Data> 
  </EventData>
  </Event>

 

TOPICS
Crash or freeze , General troubleshooting

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Adobe Employee ,
Dec 21, 2022 Dec 21, 2022

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Hello @CFoster845 

 

Hope you are doing great, and sorry for the trouble.

 

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.

 

Would you mind sharing the version of the application you are using?

To check the version, go to Help > About Acrobat and ensure you have the recent version 22.3.20282 installed.

Go to Help > Check for updates and reboot the computer once.

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

 

If it still doesn't work, please remove the application using the Acrobat cleaner tool https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html, reboot the computer once, and reinstall the application using the direct link
https://helpx.adobe.com/acrobat/kb/acrobat-dc-downloads.html

 

Let us know how it goes.

 

Regards,

Krutikka

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New Here ,
Dec 21, 2022 Dec 21, 2022

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Hello @Krutikka D ,

 

Thank you so much for reaching out. So this issue seems to be happening with any PDF utilizing the 'Open a file' action on both Acrobat Pro(Version 2022.003.20282) and Acrobat Reader(2022.003.20282). This was also tested on both Windows 10 and Windows 11. Also to take note this is only happening on this newest version, the computer running the pervious version has no issues.

 

I have tried using Repair Installation, Re-Installing, resetting preferences, and using a new Windows user account.The the removal tool with the direct download you linked above did work however I need to get this fixed on 20+ other devices with Adobe Acrobat Reader. Is there another way to address this issue?

 

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New Here ,
Jan 10, 2023 Jan 10, 2023

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Has anyone at Adobe been able to find a resolution to this issue for you?  My company is having the same issue and so far Adobe Enterprise Support has been unable to find a solution.  Whatever you can tell me would be appreciated.

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Adobe Employee ,
Jan 11, 2023 Jan 11, 2023

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Hi DocSwamp,

 

Thank you for reaching out.

 

As you are experiencing the same issue, please confirm if it happens with the same application version.

Please try updating the application to the latest version (22.003.20310) recently released. Check if the issue occurs with this version as well.

Share the sample PDF on which the issue occurs. We will try to replicate the behavior.

Share the OS version on the machine.

 

Thanks,

Meenakshi

    

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