Adobe Acrobat keeps crashing

Forum|Forum|5 years ago
April 16, 2020
2 replies
1266 views
Everytime a user trys to email a PDF in Adobe Acrobat it crashes. I have attached the Crash Report to this post. We are using Adobe Acrobat Pro DC Version 2020.006.20042. Thank you.
<?xml version="1.0"?>
<!DOCTYPE AdobeCrashReport SYSTEM "AdobeCrashReporter.dtd">
<crashreport serviceVersion="2.7.1" clientVersion="2.7.1" applicationName="Adobe Acrobat" applicationVersion="20.6.20042" build="0" source="Windows-Client" crashType="n/a">
<time year="2020" month="4" day="16" hour="7" minute="55" second="25" timeoffset="-360" timezone="Central Daylight Time"/>
<user guid="2953dfda-2104-4d6b-aa66-d74e37fdec52"/>
<system platform="Windows Server 2016 Standard" osversion="10.0" osbuild="14393" applicationlanguage="en-us" userlanguage="en-US" oslanguage="en-US" ram="32767" machine="Intel(R) Xeon(R) Silver 4110 CPU @ 2.10GHz" model="Intel64 Family 6 Model 85 Stepping 4" cpuCount="12" cpuType="586" cpuFreq="2095 MHz"/>
<gpu>
<gpuinfo availability="Running/Full Power" adapterCompatibility="VMware, Inc." adapterRAM="1027 MB" caption="VMware SVGA 3D" description="VMware SVGA 3D" driverDate="20150715000000.000000-000" driverVersion="8.15.1.32" videoModeDescription="1366 x 541 x 4294967296 colors" pnpDeviceID="PCI&#92;VEN_15AD&#38;DEV_0405&#38;SUBSYS_040515AD&#38;REV_00&#92;3&#38;18D45AA6&#38;0&#38;78" installedDisplayDrivers="vm3dum,vm3dum64.dll,vm3dum64_10.dll,vm3dum_10"/>
</gpu>
<crash exception="EXCEPTION_UNKNOWN" exceptionCode="0x241938e" instruction="0x6049759E">
<backtrace crashedThread="0">
<thread index="0">
<stackStatement index="0" address="0x000000006049759E" symbolname="Ordinal2055"/>
<stackStatement index="1" address="0x0000000059189EC2" symbolname="MSProviderInit"/>
<stackStatement index="2" address="0x0000000059186D26" symbolname="MSProviderInit"/>
<stackStatement index="3" address="0x0000000059185A1C" symbolname="MSProviderInit"/>
<stackStatement index="4" address="0x000000005A52D9B1" symbolname="ABProviderInit"/>
<stackStatement index="5" address="0x000000005A51B2C7" symbolname="ABProviderInit"/>
<stackStatement index="6" address="0x000000005A51ABC6" symbolname="ABProviderInit"/>
<stackStatement index="7" address="0x000000005B5DC41E" symbolname="HrCreateOfflineObj"/>
<stackStatement index="8" address="0x000000005B5DBA2B" symbolname="MAPIAllocateMoreProv"/>
<stackStatement index="9" address="0x000000005B5DB7C6" symbolname="MAPIAllocateMoreProv"/>
<stackStatement index="10" address="0x000000005B5DA7D5" symbolname="MAPIAllocateMoreProv"/>
<stackStatement index="11" address="0x000000005B5DA2FB" symbolname="MAPIAllocateMoreProv"/>
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<stackStatement index="13" address="0x0000000029DC0E11" symbolname="SendExec"/>
<stackStatement index="14" address="0x0000000029DC763E" symbolname="SendExec"/>
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<stackStatement index="23" address="0x00000000067BB964" symbolname="CTJPEGData::operator="/>
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<stackStatement index="26" address="0x00000000067BB5BE" symbolname="CTJPEGData::operator="/>
<stackStatement index="27" address="0x0000000006752D31" symbolname="CTJPEGData::operator="/>
<stackStatement index="28" address="0x0000000006752CD7" symbolname="CTJPEGData::operator="/>
<stackStatement index="29" address="0x00000000067526E7" symbolname="CTJPEGData::operator="/>
<stackStatement index="30" address="0x000000000675258F" symbolname="CTJPEGData::operator="/>
<stackStatement index="31" address="0x00000000066E8DFD" symbolname="CTJPEGDecoderRelease"/>
<stackStatement index="32" address="0x00000000066E8746" symbolname="CTJPEGDecoderRelease"/>
<stackStatement index="33" address="0x00000000064D75AC" symbolname="AcroWinMain"/>
<stackStatement index="34" address="0x00000000064D7424" symbolname="AcroWinMain"/>
<stackStatement index="35" address="0x000000007719D273" symbolname="SetManipulationInputTarget"/>
<stackStatement index="36" address="0x000000007717D30A" symbolname="DispatchMessageW"/>
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<stackStatement index="41" address="0x000000000654AA89" symbolname="DllCanUnloadNow"/>
<stackStatement index="42" address="0x00000000064CF5CD" symbolname="AcroWinMain"/>
<stackStatement index="43" address="0x00000000064CF188" symbolname="AcroWinMain"/>
<stackStatement index="44" address="0x000000000016C948" symbolname="unknown"/>
<stackStatement index="45" address="0x000000000016DF1A" symbolname="GetWinstaDesktopInfo"/>
<stackStatement index="46" address="0x00000000748562C4" symbolname="BaseThreadInitThunk"/>
<stackStatement index="47" address="0x0000000077400969" symbolname="RtlSubscribeWnfStateChangeNotification"/>
<stackStatement index="48" address="0x0000000077400934" symbolname="RtlSubscribeWnfStateChangeNotification"/>
</thread>
</backtrace>
<registerSet>
<register name="EAX" value="0x000000000241938E"/>
<register name="EBX" value="0x00000000046FC260"/>
<register name="ECX" value="0x0000000059360CEC"/>
<register name="EDX" value="0x0000000000000000"/>
<register name="ESI" value="0x0000000000000000"/>
<register name="EDI" value="0x0000000000000000"/>
<register name="ESP" value="0x00000000046FB82C"/>
<register name="EBP" value="0x00000000046FB860"/>
<register name="EIP" value="0x000000006049759E"/>
<register name="EFL" value="0x0000000000010246"/>
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<dumpType>
Mini
</dumpType>
<hbLogSessionDllStatus>

</hbLogSessionDllStatus>
</crash>

</crashreport>
Crash or freeze
Amal.
Community Manager
Hi there
A new update for Adobe Acrobat/Reader DC is now available v20.009.20063. Please update the application to the new version. Go to Help > Check for Updates. You may also download the patch manually from the link (https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/index.html)and see if that helps.
Also, if you are using the dual monitor setup, please refer to the steps provided in the help article (https://helpx.adobe.com/acrobat/kb/dual-monitor-crash-windows.html)
Let us know how it goes
Regards
Amal
We are sorry for the trouble and the delay in response.
As described the application crashes when you try to email the PDF. Is this a behavior with a particular PDF file or with all the PDFs? Please check with a different PDF file and check.
Please try to repair the installation. Go to Help > Repair Installation and see if that works.
Also, for testing purposes, please try to turn off the protected mode. Go to Edit > Preferences > Enhanced Security > Turn off the protected mode and uncheck the Enhanced Security > Click OK
Note: Please turn on the security after testing.
If it still doesn't work
Remove the application using the Acrobat Cleaner Tool (https://labs.adobe.com/downloads/acrobatcleaner.html)
Reboot the computer
Reinstall the application using the link (https://helpx.adobe.com/in/download-install/kb/acrobat-downloads.html)
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