Adobe Acrobat dll unable to load - Adobe Product Community - 15406853

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kdg1

New Here ,

I've un-installed and re-installed Adobe Acrobat. I've checked for updates. The user is running Windows 11 24H2 and when she scans from Adobe Acrobat she will get a Sorry, an error occurred. I clicked on view details. The below is what shows. I appreciate any help. This has been going on for about 2 weeks with trying to fix. The user was using a Fujitsu scanner but I changed to an Epson ES 400II. This seems to be better but she still gets the below error but not as often.

<?xml version="1.0"?>

<!DOCTYPE AdobeCrashReport SYSTEM "AdobeCrashReporter.dtd">

<crashreport serviceVersion="23.0.0.202412091359_9601250" clientVersion="23.0.0.202412091359_9601250" applicationName="Adobe Acrobat" applicationVersion="25.001.20531" build="0" source="Windows-Client-WER" crashType="n/a">

<time year="2025" month="7" day="8" hour="15" minute="45" second="39" timeoffset="-300" timezone="Eastern Daylight Time" crsessionduration="1752003939"/>

<user guid="3e1c501c-71b3-469a-897b-0a9479142b3f"/>

<system platform="Windows 11 Pro" osversion="11.0" osbuild="26100" applicationlanguage="en-us" userlanguage="en-US" oslanguage="en-US" ram="16072" machine="13th Gen Intel(R) Core(TM) i5-13500" model="Intel64 Family 6 Model 191 Stepping 2" cpuCount="20" cpuType="8664" cpuFreq="2496 MHz" processorArchitecture="9"/>

<gpu>

<gpuinfo availability="Running/Full Power" adapterCompatibility="Intel Corporation" adapterRAM="2047 MB" caption="Intel(R) UHD Graphics 770" description="Intel(R) UHD Graphics 770" driverDate="20250123000000.000000-000" driverVersion="32.0.101.6556" videoModeDescription="1920 x 1200 x 4294967296 colors" pnpDeviceID="PCI\VEN_8086&DEV_4680&SUBSYS_0BD01028&REV_0C\3&11583659&1&10" installedDisplayDrivers="igd10iumd64.dll,igd12umd64.dll,igdumdim64.dll"/>

</gpu>

<crash exception="EXCEPTION_UNKNOWN" exceptionCode="0xc0000409" instruction="0x00007FFE44977ABD">

<backtrace crashedThread="0">

<thread index="0">

<stackStatement index="0" address="0x00007FFE44977ABD" symbolname="CreateColorSpaceW"/>

<stackStatement index="1" address="0x00007FFE4491E5CB" symbolname="CreateCompatibleBitmap"/>

<stackStatement index="2" address="0x00007FFE413501B5" symbolname="BeginBufferedPaint"/>

<stackStatement index="3" address="0x00007FFE4134FFD6" symbolname="BeginBufferedPaint"/>

<stackStatement index="4" address="0x00007FFE4134F8E5" symbolname="BeginBufferedPaint"/>

<stackStatement index="5" address="0x00007FFE4134F3B3" symbolname="BeginBufferedPaint"/>

<stackStatement index="6" address="0x00007FFE3176183F" symbolname="Ordinal342"/>

<stackStatement index="7" address="0x00007FFE3178EEA7" symbolname="InitCommonControlsEx"/>

<stackStatement index="8" address="0x00007FFE3178D7F1" symbolname="InitCommonControlsEx"/>

<stackStatement index="9" address="0x00007FFE455FD159" symbolname="CallWindowProcW"/>

<stackStatement index="10" address="0x00007FFE455FCC6F" symbolname="CallWindowProcW"/>

<stackStatement index="11" address="0x000000006427F7BD" symbolname="DllCanUnloadNow"/>

<stackStatement index="12" address="0x000000006418050E" symbolname="DllCanUnloadNow"/>

<stackStatement index="13" address="0x00007FFE455FD159" symbolname="CallWindowProcW"/>

<stackStatement index="14" address="0x00007FFE455FC74C" symbolname="IsWindowVisible"/>

<stackStatement index="15" address="0x00007FFE4562BB73" symbolname="SetClassLongPtrA"/>

<stackStatement index="16" address="0x00007FFE47905B24" symbolname="KiUserCallbackDispatcher"/>

<stackStatement index="17" address="0x000002402F8918C4" symbolname="NtUserDispatchMessage"/>

<stackStatement index="18" address="0x00007FFE455FB2D8" symbolname="TranslateMessage"/>

<stackStatement index="19" address="0x0000000062B8BBF6" symbolname="DllUnregisterServer"/>

<stackStatement index="20" address="0x0000000062B8B970" symbolname="DllUnregisterServer"/>

<stackStatement index="21" address="0x0000000062B90826" symbolname="DllUnregisterServer"/>

<stackStatement index="22" address="0x0000000062B90245" symbolname="DllUnregisterServer"/>

<stackStatement index="23" address="0x0000000062B32435" symbolname="CreateGlobalScanHelperInstance"/>

<stackStatement index="24" address="0x0000000062B316DD" symbolname="CreateGlobalScanHelperInstance"/>

<stackStatement index="25" address="0x0000000062B32D09" symbolname="CreateGlobalScanHelperInstance"/>

<stackStatement index="26" address="0x0000000062AF7B8A" symbolname="PlugInMain"/>

<stackStatement index="27" address="0x0000000066369555" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="28" address="0x0000000065D903CC" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="29" address="0x0000000064146953" symbolname="DllCanUnloadNow"/>

<stackStatement index="30" address="0x000000006414412E" symbolname="DllCanUnloadNow"/>

<stackStatement index="31" address="0x00000000641422EC" symbolname="DllCanUnloadNow"/>

<stackStatement index="32" address="0x000000006413FF10" symbolname="DllCanUnloadNow"/>

<stackStatement index="33" address="0x00000000640B4DF0" symbolname="AIDE::AIDEFormatType::operator="/>

<stackStatement index="34" address="0x00007FFE455FD159" symbolname="CallWindowProcW"/>

<stackStatement index="35" address="0x00007FFE455FB152" symbolname="TranslateMessage"/>

<stackStatement index="36" address="0x000000006439B998" symbolname="DllCanUnloadNow"/>

<stackStatement index="37" address="0x000000006439AEBC" symbolname="DllCanUnloadNow"/>

<stackStatement index="38" address="0x000000006439AD8D" symbolname="DllCanUnloadNow"/>

<stackStatement index="39" address="0x00000000640A6CD2" symbolname="AcroWinMainSandbox"/>

<stackStatement index="40" address="0x00000000640A2A88" symbolname="AcroWinMainSandbox"/>

<stackStatement index="41" address="0x00007FF6FE00C15C" symbolname="CreateCoreWebview2EnvironmentSandbox"/>

<stackStatement index="42" address="0x00007FF6FE0F0E32" symbolname="AcroRd32IsBrokerProcess"/>

<stackStatement index="43" address="0x00007FFE458FE8D7" symbolname="BaseThreadInitThunk"/>

<stackStatement index="44" address="0x00007FFE477DC34C" symbolname="RtlUserThreadStart"/>

</thread>

</backtrace>

<registerSet>

<register name="RAX" value="0x0000000000000001"/>

<register name="RBX" value="0xFFFFFFFF8B011A35"/>

<register name="RCX" value="0x0000000000000002"/>

<register name="RDX" value="0x0000000000000000"/>

<register name="RSI" value="0x0000000000000011"/>

<register name="RDI" value="0x0000000000000018"/>

<register name="RSP" value="0x00000055CEB19E90"/>

<register name="RBP" value="0x00000055CEB19FD0"/>

<register name="RIP" value="0x00007FFE44977ABD"/>

<register name="EFL" value="0x0000000000000202"/>

<register name="LastExceptionToRip" value="0x0000000000000000"/>

<register name="LastExceptionFromRip" value="0x0000000000000000"/>

</registerSet>

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<binaryImage start="0x00007FFDC8BF0000" end="0x00007FFDC8D25000" path="adobe\AdobeXMP.dll" version="9.1.1.53142"/>

<binaryImage start="0x00007FFDCE0F0000" end="0x00007FFDCE198000" path="adobe\JP2KLib.dll" version="4.0.2.54782"/>

<binaryImage start="0x00007FFE3E830000" end="0x00007FFE3E85B000" path="adobe\BIBUtils.dll" version="4.0.26.1"/>

<binaryImage start="0x0000000061E50000" end="0x00000000629B5000" path="adobe\TouchUp.api" version="25.1.20531.0"/>

<binaryImage start="0x0000000060A70000" end="0x0000000061E44000" path="adobe\AcroForm.api" version="25.1.20531.0"/>

<binaryImage start="0x00000000609C0000" end="0x0000000060A67000" path="adobe\AXSLE.dll" version="6.0.0.52225"/>

<binaryImage start="0x00007FFDC1DF0000" end="0x00007FFDC1F91000" path="adobe\DigSig.api" version="25.1.20531.0"/>

<binaryImage start="0x000000005FDF0000" end="0x00000000609B9000" path="adobe\PPKLite.api" version="25.1.20531.0"/>

<binaryImage start="0x00007FFE08390000" end="0x00007FFE0839A000" path="wsock32.dll" version="6.2.26100.1"/>

<binaryImage start="0x000000005FD60000" end="0x000000005FDE1000" path="adobe\PDDom.api" version="25.1.20432.0"/>

<binaryImage start="0x00007FFE44550000" end="0x00007FFE4457D000" path="devobj.dll" version="6.2.26100.1150"/>

<binaryImage start="0x00007FFE44580000" end="0x00007FFE445D7000" path="cfgmgr32.dll" version="6.2.26100.4202"/>

<binaryImage start="0x00007FFE02C40000" end="0x00007FFE02CBD000" path="oleacc.dll" version="7.2.26100.4202"/>

<binaryImage start="0x00007FFE00FD0000" end="0x00007FFE00FE9000" path="pcacli.dll" version="6.2.26100.4202"/>

<binaryImage start="0x00007FFDFAF60000" end="0x00007FFDFAF6A000" path="sfc_os.dll" version="6.2.26100.1"/>

<binaryImage start="0x00007FFE44610000" end="0x00007FFE446F2000" path="ServicingCommon.dll" version="6.2.26100.4202"/>

<binaryImage start="0x00007FFDFD6E0000" end="0x00007FFDFD6E8000" path="msimg32.dll" version="6.2.26100.1882"/>

<binaryImage start="0x000000005FCF0000" end="0x000000005FD57000" path="adobe\Spelling.api" version="25.1.20531.0"/>

<binaryImage start="0x00007FFDCAFA0000" end="0x00007FFDCB03E000" path="adobe\AdobeLinguistic.dll" version="14.5.2.0"/>

<binaryImage start="0x00007FFD9B500000" end="0x00007FFD9BD7A000" path="adobe\AdobeHunspellPlugin.dll" version="14.5.2.0"/>

</binaryImageSet>

<dumpType>

Mini

</dumpType>

<hbLogSessionDllStatus>

ERROR_HB_UNABLE_TO_LOAD_DLL

</hbLogSessionDllStatus>

</crash>

<sessionId>

00000000-0000-0000-0000-000000000000

</sessionId>

<dunamisConfigGuid>

30bf5565-ab10-474a-b541-b39e24dfbe2c

</dunamisConfigGuid>

<imsUserGuid>

03D51DF964CAACBC0A495E2D@5c801dcf611b4b97495f9a.e

</imsUserGuid>

</crashreport>

184

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Meenakshi Negi

Adobe Employee ,

LATEST

Thank you for reaching out, and sorry about the trouble caused.

As you get the error message, please try first the troubleshooting steps suggested in the following help document: https://adobe.ly/3Tqf3nU.

For the Scanner-related, try the following troubleshooting steps:

1. Use the Scanner's Native Interface:

- In Acrobat, go to Menu > Create PDF > PDF from Scanner
- Check the box for "Show Scanner's Native Interface".
This allows the scanner's own software to handle the scan, which can reduce compatibility issues.

2. Switch to WIA Driver Instead of TWAIN: If your scanner supports both, choose the WIA driver from the device list in the Create PDF From Scanner dialog. WIA is often more stable on Windows 11.

3. Test Scanner in Another Application. If the issue persists outside Acrobat, it may be a driver or hardware issue.

4. Update or Reinstall Scanner Drivers: Visit Epson's support page for the ES-400II and download the latest drivers compatible with Windows 11 24H2.

Also, refer to the troubleshooting steps for scanner issues here: Troubleshooting tips for scanner issues when using Acrobat. See if that helps.

Feel free to let us know if you need any help.

Thanks,

Meenakshi

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