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Adobe Acrobat Pro - Acrobat quit unexpectedly.

New Here ,
Feb 22, 2024 Feb 22, 2024

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I have a DC license and installation is managed bia Adobe Creative Cloud (6.1.587) on Windows 10 Enterprise 22H2 19045.4046. No new Windows updates are available.

Since this morning, if I start Adobe Acrobat either directly or by clicking on a PDF, I get a pop-up error: Acrobat quit unexpectedly. with learn more or skip and I can't run it. 

I have re-installed it via ACC, checked other previous comments and suggestions, but nothing is helping.

Windows Application event log:

Faulting application name: Acrobat.exe, version: 23.8.20533.0, time stamp: 0x65c78ed2
Faulting module name: DSREG.DLL, version: 10.0.19041.3758, time stamp: 0xcb4593da
Exception code: 0xc0000005
Fault offset: 0x0000000000063d98
Faulting process id: 0x5648
Faulting application start time: 0x01da657db00948f8
Faulting application path: C:\Program Files\Adobe\Acrobat DC\Acrobat\Acrobat.exe
Faulting module path: C:\windows\SYSTEM32\DSREG.DLL
Report Id: 66a959d1-23f1-40c1-b0c3-8ef3c2b17baa
Faulting package full name:
Faulting package-relative application ID:

 

I was trying to search for any content related to that DLL, but nothing so far.

 

How can I solve this?

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Crash or freeze

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correct answers 1 Correct answer

Adobe Employee , Feb 26, 2024 Feb 26, 2024

Hi @Sasha Stojkovich 

 

Please update the application to the new version 23.08.20555 from the help menu > check for updates and reboot the computer once and see if that helps.

 

Let us know if you experience any trouble and need more help .

 

~Amal

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New Here ,
Feb 22, 2024 Feb 22, 2024

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After additional uninstall and after running Adobe cleaner, I ran the computer in safe mode. I managed to run Acrobat.

After restarting normally, i ended apps that I can (some i can't stop) and still I get the error.

How to solve this conflict? How to find which app is causing it?

I tried to replace the DSREG.DLL with previous version, but I couldn't no matter what guidelines i followed.

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Adobe Employee ,
Feb 22, 2024 Feb 22, 2024

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Hi @Sasha Stojkovich 

 

I hope this message finds you well. Thank you for bringing this issue to our attention.

 

I want to assure you that our engineering team is actively addressing the issue and working on a resolution. We understand the importance of resolving it swiftly.

 

Please rest assured that the fix will be included in upcoming updates.

 

Your patience and understanding during this process are greatly appreciated.

 

~Amal

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New Here ,
Feb 22, 2024 Feb 22, 2024

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thank you for the prompt reply. From your reply, I understand this is a known issue. When is update scheduled to be released?

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Adobe Employee ,
Feb 23, 2024 Feb 23, 2024

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Hi there,

 

We do not have a fixed timeline. we will share the update as soon as we get in information.

 

~Amal

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New Here ,
Feb 23, 2024 Feb 23, 2024

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Can you please at least share a workaround? This is a tool that I use on a daily basis.

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Adobe Employee ,
Feb 26, 2024 Feb 26, 2024

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Hi @Sasha Stojkovich 

 

Please update the application to the new version 23.08.20555 from the help menu > check for updates and reboot the computer once and see if that helps.

 

Let us know if you experience any trouble and need more help .

 

~Amal

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New Here ,
Feb 26, 2024 Feb 26, 2024

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thank you, i found this morning that this update was pushed and everything is working now.  thank you.

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