Adobe Acrobat DC error when opening documents unknown software exception (0xc06d007e adobe)

[paulinet46375578]

Running Windows 11 Pro, version 10.0.26100 Build 26100

Adobe Acrobat DC Version 2025.001.20577 64-bit - Paid subscription, single user

when opening Adobe PDF files now repeatedly receiving error message

"unknown software exception (0xc06d007e adobe) occurred in the application at location 0x00007FFD26A87F7A'  See screen shot below.

Dell PC SFF 7020 has plenty of resources. No new software installed - not aware of changes that might have caused this new issue.

Troubleshooting done:, Windows 11 updates are current. Adobe states it is current - no updates pending. nt.  Have tried repair of Adobe - several times - no help.  Reinstalled several times.  issue persists. Have run DISM /Online /Cleanup-Image /RestoreHealth and SFC /Scannow.  

What next to stop this repeated annoying error?  or is it time to switch to Foxit?  I have utilized a paid subscription of Adobe Acrobat for nearly 25 years.  The last two years, more and more Adobe freezing problems interrupting my work.  Thank you in advance for any solutions you might offer. 

[kglad]

in the future, to find the best place to post your message, use the list here, https://community.adobe.com/

p.s. i don't think the adobe website, and forums in particular, are easy to navigate, so don't spend a lot of time searching that forum list. do your best and we'll move the post (like this one has already been moved) if it helps you get responses.

<"moved from using the community bugs">

[paulinet46375578]

Thank you.  When i click on your link https://community.adobe.com/

I end up at https://www.adobe.com/community

You are correct, the adobe website, and forums are NOT that easy to navigate.  Forums for other technical issues are much more user friendly.  Thank you for your kind assistance.  Perhaps someone will offer a miracle resolution!

[kglad]

from  https://www.adobe.com/community click explore more communities and then click explore more communities again to see the full list.  then pick the one you think is the best fit.

but yes, don't stress over it.  we'll get it to the best forum sooner or later.

[AnandSri · Accepted solution]

Hello @paulinet46375578

I hope you are doing well. Thanks for reaching out. We're sorry for the trouble you had with the Acrobat app.

Please reboot the machine once and check for the latest build of Acrobat 25.001.20623, Planned update, Aug 11, 2025. Go to Menu > Help > Check for updates, install any available updates, and restart the machine. 

Try opening any PDF and see if you still get the same error message. Also, ensure that you have all the operating system's mandatory and optional updates installed. Check for any pending updates of the OS as well. If the issue persists with the latest build, try resetting the Acrobat's Preferences once and reboot the machine. 

For testing purposes, create a test user profile with full admin rights, install Acrobat, and check. You can also try a clean installation using the Acrobat Cleaner tool, restarting the machine, and installing Acrobat.

If the issue continues, please provide the following information: the current version of the operating system on your device and the logs from the affected machine. To collect the logs, download and run the Log Collector tool. Make sure to select all log options and attempt to reproduce the issue. After that, close the Log Collector tool; it will generate the logs along with a log ID. Please share this log ID with us for further investigation.

Thanks,

Anand Sri.

[paulinet46375578]

Anand,

Thank you for your note.  Today I was able to update to the latest Adobe Acrobat build - that was not available when I posted on August 9, 2025.  It might have solved the problem....time will tell.

Cheers,

Pauline

[AnandSri]

Hello Pauline!

I am glad to know that you are able to use the app. Please feel free to reach out if you get any error message.

Thanks for your time and patience.

~Anand Sri.

[EhDobeWanKenobi23069119]

We're getting this same error message on multiple machines when opening PDFs.  Some of the fixes work temporarily but it keeps coming back.

1. We have a combination of Win11 24H2, Win11 23H2, ActivClient 7.x, ActivClient 8.x.
2. We tried using remove the AppData Preferences folders
3. We tried using AcroCleaner
4. We tried disabling Protected View
5. We updated to 25.001.20630

 

 

Thanks,

  Kerry

[kglad]

that's a window's error.  google it and see if you gain any insight.

[EhDobeWanKenobi23069119]

We've narrowed this down to Trellix Endpoint Security Exploit Prevention.

If EP is disabled, there is no error opening PDFs.  If EP is enabled, especially when opening digitally signed documents, the error pops up.

We've tried whitelisting Acrobat.exe and AcroCEF.exe but still get the error opening PDFs unil EP is disabled.

Older versions of Acrobat DC from a few months ago don't cause this error.

[AnandSri]

Hello @EhDobeWanKenobi23069119

I hope you are doing well, and thanks for sharing the detailed information. 

Please install the latest build of Acrobat: 25.001.20672, and see if you still get the error message. 

You need to ensure that Acrobat.exe and AcroCEF are added to the exclusion list. For testing purposes, create a new test user profile with full admin rights, install Acrobat, disable the Protected mode, and test. The root cause is any custom encryption added to the security (Trelix). You might have to contact the Trelix team for further investigations. 

You can also collect the logs from the affected machine and share them with us. We will try to get this investigated by the product team. To collect the logs, download and run the Log Collector tool. Make sure to select all log options and attempt to reproduce the issue. After that, close the Log Collector tool; it will generate the logs along with a log ID. Please share this log ID with us for further investigation. 

Thanks,

Anand Sri.