Adobe Acrobat Crashing (Version 25.1.20623.0)

[azarudeen_3601]

Hi Team , 

Recently we have identified the Adobe acrobat was crashing on Almost 1000+ devices during past 7 days. 

Based on the Nexthink (Data collected through Event ) We have identified below information as well.

Crash exception code -

0xc0000005

Faulty app path -

C:\Program Files\Adobe\Acrobat DC\Acrobat\Acrobat.exe

Faulty module path

C:\Program Files\Adobe\Acrobat DC\Acrobat\Acrobat.dll

Faulty module name 

Acrobat.dll

Kindly let me know what kind of action we can taken to fix this issues. 

[Amal.]

Hi there 

Hope you are doing well and thanks for sharing the details and the crash report. The exception code 0xc0000005 usually indicates an access violation, which can happen due to corrupt application files, conflicting plug-ins, or issues after an update.

Here are a few steps you can try to resolve the issue across the affected devices:

1. Repair Installation

• In Acrobat, go to Help > Repair Installation. This will replace any missing or corrupted files, including Acrobat.dll.

2. Disable Third-Party Plug-ins

• Open Acrobat, go to Edit > Preferences > General and enable Use only certified plug-ins. Restart and check if the issue persists.

3. Clean Reinstall (for bulk devices)

• Uninstall Acrobat completely using the Adobe Acrobat Cleaner Tool https://adobe.ly/4oxPcZm 
• Reinstall the latest version from the direct link https://adobe.ly/4lsqqad; 

4. Check System Conflicts

• Ensure Windows and drivers are updated.
• Check for any recent security or application changes that may coincide with the crash pattern.

If the issue persists after these steps, please collect the Acrobat diagnostic logs, as described here: https://adobe.ly/3HtN3x6 , for our development team to investigate further. 

~Amal

[azarudeen_3601]

Hi Amal , 

Thanks for the update. Now we could see almost more than 2.5k devices where facing the crashes . And with the same crash Excpetion code. 

Could you please check or Do we have any newer update to fix this issue ? 

[AlmirRVS]

I have also been experiencing Adobe Acrobat Pro crashes since installing the latest update, version 2025.001.20623.
For me, the only way to prevent these crashes is by removing the folder-level JavaScript scripts I have been using for years for Acrobat automations. I have clients whose Acrobat Pro workflows depend on these folder-level scripts. Fortunately, I warned them not to update Acrobat and to keep version 2025.001.20577.
We hope Adobe will release a new update very soon.

[AlmirRVS · Accepted solution]

I’d just like to inform you that update 25.001.20630 solved my problems. There are no more crashes now.

[AlmirRVS]

I thought the problem was solved when it came back, but this time I was able to identify the trigger that makes Acrobat Pro freeze. This happens after update 25.001.20630, and I believe it was the same with update 2025.001.20623. The problem occurs whenever I have folder-level scripts and the Show console on errors and messages option is enabled in the Acrobat JavaScript Preferences.

If I disable the Show console on errors and messages option, there is no freezing or crashing, even with folder-level scripts. Likewise, if I open the JavaScript Debugger and keep it open, the issue does not occur.

This morning I installed the 25.001.20630 update, performed all the necessary tests related to the folder-level scripts, and everything worked fine. However, as soon as I started working with a PDF form, I realized that Show console on errors and messages under JavaScript Preferences was disabled, and once I enabled it, the problem came back.

I have already generated and submitted the Acrobat Troubleshooting/Adobe Acrobat Diagnostics log to Adobe. I hope this will be fixed soon, but at least I now have a workaround, so I don’t have to reinstall version 2025.001.20577. The workaround is to open and keep the JavaScript Debugger/Console active whenever I want to check for JavaScript errors.

[clinton_9041]

Seeing the exact same issues with our fleet that have recently updated to this version.

[Aakash Deep]

Hi @azarudeen_3601 ,

Apologies for the incovenience caused. For further investigation, we will need crash dumps (.dmp). Please refer: https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html for the same and share the dumps with us over a shared link.

Thank You

Aakash

Acrobat Desktop Team

[azarudeen_3601]

Will provide

[Tariq Ahmad]

Hello, 

Please let us know if the issue is still reproducible even after installing the latest update released this month: https://adobe.ly/484G88s.

If the issue is still reproducible, kindly help us with diagnostic and crash logs:

Diagnostic logs:

Run the Adobe Diagnostic Utility

1. Download the utility from this link: https://adobe.ly/4nqkAbE
2. Open the tool and click Start Diagnostics.
3. Ensure Advanced Logging is enabled.
4. Launch Acrobat and reproduce the crash or freeze (open the “What’s New” window).
5. Once the issue occurs, return to the utility and click Stop Monitoring.
6. Copy the Log ID shown and share it with us here.

Crash logs:

Collect Crash Logs.

If Acrobat is crashing (and not just freezing), we also need crash logs:

• Instructions: https://adobe.ly/44afCIz
• Once collected, upload the logs to any cloud drive (e.g., OneDrive, Google Drive, Dropbox) and share the link with us.

Both types of logs are required. 

Best regards,
Tariq | Adobe Community Team