Adobe Acrobat Pro - crash exception="EXCEPTION_ACCESS_VIOLATION"

[célineh86268958]

Hello

Since 2 weeks, i've go a crash when i open a pdf document at the first time. On the second try, everything works. The affected machine is a Dragonfly G4 - i7 - 13th generation - 16Gb of RAM - HD 500Gb with 300Gb free. Carte graphique Intel Iris Xe Graphics. All drivers and BIOS are up to date. Creative clouds and Adobe Acrobat up to date too. Do you have an idea to solve my problem. If below the crah logs.

Thank you for any help you can give me.

Regards

-----------------------

<?xml version="1.0"?>

<!DOCTYPE AdobeCrashReport SYSTEM "AdobeCrashReporter.dtd">

<crashreport serviceVersion="14.0.0.202310260823_2e78abe" clientVersion="14.0.0.202310260823_2e78abe" applicationName="Adobe Acrobat" applicationVersion="24.001.20615" build="0" source="Windows-Client" crashType="n/a">

<time year="2024" month="7" day="29" hour="7" minute="41" second="12" timeoffset="60" timezone="Paris, Madrid (heure d’été)"/>

<user guid="9b9acf07-6c94-4032-bf7e-fdaf6334f85b"/>

<system platform="Windows 11 Pro" osversion="11.0" osbuild="22631" applicationlanguage="fr-fr" userlanguage="fr-FR" oslanguage="fr-FR" ram="15952" machine="13th Gen Intel(R) Core(TM) i7-1365U" model="Intel64 Family 6 Model 186 Stepping 3" cpuCount="12" cpuType="8664" cpuFreq="2688 MHz" processorArchitecture="9"/>

<gpu>

<gpuinfo availability="Running/Full Power" adapterCompatibility="Intel Corporation" adapterRAM="128 MB" caption="Intel(R) Iris(R) Xe Graphics" description="Intel(R) Iris(R) Xe Graphics" driverDate="20240118000000.000000-000" driverVersion="31.0.101.5186" videoModeDescription="3840 x 2160 x 4294967296 couleurs" pnpDeviceID="PCI&#92;VEN_8086&#38;DEV_A7A1&#38;SUBSYS_8B63103C&#38;REV_04&#92;3&#38;11583659&#38;0&#38;10" installedDisplayDrivers="&#60;&#62;,igd10iumd64.dll,igd12umd64.dll"/>

</gpu>

<crash exception="EXCEPTION_ACCESS_VIOLATION" exceptionCode="0xc0000005" instruction="0x00000000623CA9CE">

<backtrace crashedThread="0">

<thread index="0">

<stackStatement index="0" address="0x00000000623CA9CE" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="1" address="0x00000000623CAB35" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="2" address="0x00000000627695D8" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="3" address="0x0000000062769E0E" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="4" address="0x0000000061F78889" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="5" address="0x00000000614AFDB2" symbolname="DllCanUnloadNow"/>

<stackStatement index="6" address="0x0000000061276473" symbolname="DllCanUnloadNow"/>

<stackStatement index="7" address="0x0000000061275CF4" symbolname="DllCanUnloadNow"/>

<stackStatement index="8" address="0x00000000612758AC" symbolname="DllCanUnloadNow"/>

<stackStatement index="9" address="0x00000000612756F0" symbolname="DllCanUnloadNow"/>

<stackStatement index="10" address="0x0000000060FA74F0" symbolname="AIDE::AIDEFormatType::operator="/>

<stackStatement index="11" address="0x00007FFAAAF789A1" symbolname="DispatchMessageW"/>

<stackStatement index="12" address="0x00007FFAAAF78461" symbolname="DispatchMessageW"/>

<stackStatement index="13" address="0x000000006120DFE8" symbolname="DllCanUnloadNow"/>

<stackStatement index="14" address="0x000000006120D4CC" symbolname="DllCanUnloadNow"/>

<stackStatement index="15" address="0x000000006120D39D" symbolname="DllCanUnloadNow"/>

<stackStatement index="16" address="0x0000000060F9C875" symbolname="AcroWinMainSandbox"/>

<stackStatement index="17" address="0x0000000060F9A378" symbolname="AcroWinMainSandbox"/>

<stackStatement index="18" address="0x00007FF61D502BFD" symbolname="sidestep::PreamblePatcher::PatchShortJump"/>

<stackStatement index="19" address="0x00007FF61D5B81A2" symbolname="AcroRd32IsBrokerProcess"/>

<stackStatement index="20" address="0x00007FFAAA20257D" symbolname="BaseThreadInitThunk"/>

<stackStatement index="21" address="0x00007FFAAB1AAF28" symbolname="RtlUserThreadStart"/>

</thread>

</backtrace>

<registerSet>

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

<register name="RBX" value="0x0000000063DAE600"/>

<register name="RCX" value="0x000000000000000E"/>

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

<register name="RSI" value="0x0000000063DAE6E8"/>

<register name="RDI" value="0x000000006390FDA0"/>

<register name="RSP" value="0x000000919E36E760"/>

<register name="RBP" value="0x000000919E36E7C9"/>

<register name="RIP" value="0x00000000623CA9CE"/>

<register name="EFL" value="0x0000000000010202"/>

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

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

</registerSet>

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<dumpType>

Mini

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<sessionId>

00000000-0000-0000-0000-000000000000

</sessionId>

<dunamisConfigGuid>

30bf5565-ab10-474a-b541-b39e24dfbe2c

</dunamisConfigGuid>

</crashreport>

[Mod: Moved to the Acrobat forum]

[Ged_Traynor]

@célineh86268958 this is the Photoshop forum, try the Acrobat forum instead

[célineh86268958]

Hello Ged_Traynor,

Thank you to move my help request here.

Someone have idea about this crash ?

Thank you for your help, i don't find anything :-s

[S. S · Accepted solution]

Hi @célineh86268958,

Hope you are doing well. Sorry for your experience!

Let's go step-by-step. First, please update the application to the latest version.

You can check for updates by going to Help-> Check for Updates. If you do not find one, you can download the offline installer from here: Download Acrobat installer for Enterprise term or VIP license (adobe.com)

The next thing the crash reports point out is the graphics card you have on your system. While the Intel Iris Xe card has an updated driver, it is a 128 MB card, while you are using a 4K display resolution.

Would you mind checking using the Basic Display drivers to see if the app works:

1. From the start menu-> search for "Device Manager;"

2. Once in Device Manager, select the dropdown arrow to the left of "Display adapters;"

3. On the list of drivers that show up, right-click on the primary display driver;

4. Click "Update driver;"

5. In the next window, click "Browse my computer for drivers;"

6. Then click "Let me pick from a list of available drivers on my computer;"

7. In the next window, select "Microsoft Basic Display Adapters;"

8. Click Next.

Once done, restart your system, launch Acrobat, and check again.

If it works, you need an upgrade to your system's graphics card.

Next, I would see if there are any third-party plugins installed which can cause an issue.

Hope this helps.

-Souvik

[célineh86268958]

Hello

Thank you for your help. I uninstall Adobe Pro and install the program with the offline installer.

I update the graphic card.

It seems to work when i opened some pdf files.

I try this solution some days and i confirm as soon as possible si all is good.

Regards

[S. S]

That's great @célineh86268958!

I'll be on standby in case you need further assistance.

-Souvik

[célineh86268958]

Hello,

Some days after, it s working.

Thank you for all

Regards

[S. S]

@célineh86268958 Thanks for letting me know.

I am marking this answer as correct for future users to use as a reference.

-Souvik