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J
Jason23244809dngq
Participating Frequently
February 20, 2022
Question

Adobe Acrobat Pro DC 2021.011.20039 crashing randomly

  • February 20, 2022
  • 3 replies
  • 5572 views

I have 20 different computers each with their own subscription to Adobe Acrobat Pro.  Sometime in January Adobe on all of them started randomly crashing throughout the day.  Sometimes it is 4 or 5 times a day, sometimes just once a day and sometimes a couple days pass without a crash.  I completely uninstalled and reinstalled Adobe, made sure Adobe has the latest updates, made sure Windows 10 has the latest updates, tried a new profile and nothing seems to fix the issue.  This is what I am getting in the Event Viewer:

 

Faulting application name: Acrobat.exe, version: 21.11.20039.0, time stamp: 0x61c60e33
Faulting module name: KERNELBASE.dll, version: 10.0.19041.1526, time stamp: 0xd9a6be6b
Exception code: 0xc0020001
Fault offset: 0x0012b812
Faulting process id: 0x39b4
Faulting application start time: 0x01d824e9318d8517
Faulting application path: C:\Program Files (x86)\Adobe\Acrobat DC\Acrobat\Acrobat.exe
Faulting module path: C:\Windows\System32\KERNELBASE.dll
Report Id: 704e8283-1207-4f05-9c33-8906073b3531
Faulting package full name:
Faulting package-relative application ID:

 

I will also get another entry in Event Viewer like this:

 

Fault bucket 1576385731572010227, type 1
Event Name: APPCRASH
Response: Not available
Cab Id: 0

Problem signature:
P1: Acrobat.exe
P2: 21.11.20039.0
P3: 61c60e33
P4: Acrobat.dll
P5: 21.11.20039.0
P6: 61c60e2f
P7: c0000005
P8: 000b2f78
P9:
P10:

Attached files:
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER52C5.tmp.mdmp
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER5392.tmp.WERInternalMetadata.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER53A2.tmp.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER53A0.tmp.csv
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER53B1.tmp.txt

These files may be available here:
\\?\C:\ProgramData\Microsoft\Windows\WER\ReportArchive\AppCrash_Acrobat.exe_d8c44dbd49bff4df52297a69cefa665d55be67_1096a6c6_527315f0-9273-49c2-86d2-54ef13da3783

Analysis symbol:
Rechecking for solution: 0
Report Id: 02ca30f9-214e-406d-88a7-bc9827c03453
Report Status: 268435456
Hashed bucket: b2c5644c15eff508a5e0727887580cf3
Cab Guid: 0

 

 

This topic has been closed for replies.

3 replies

J
James23288803wisc
Participant
February 23, 2022

Just created an account to chime in on this thread.  We are also having this issue.  I just wiped one of the PCs and reloaded everything thinking the issue is caused by Windows but it just started happening again.  Hopefully Adobe can get this fixed as users are losing work when it crashes.

Amal.
Community Manager
Amal.Community Manager
Community Manager
February 21, 2022

Hi Jason

 

Hope you are doing well and sorry for the trouble. As described the application is crashing randomly on Win 10 and you have tried most of the troubleshooting steps but the issue returns after some time. 

 

Please try to to turn off the protected mode for testing (Win Only) go to Edit > Preferences > Enhanced Security > Uncheck 'Enable Protected mode at startup', Turn off the protected mode and uncheck 'Enhanced Security' > Click OK and reboot the computer once.
Note: Please turn on the security after testing to avoid any security issues.

 

Also, please go through the help page: https://helpx.adobe.com/acrobat/kb/acrobat-dc-crashes-on-windows-os.html

 

If it still doesn't work, please collect the Adobe CC Logs https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html and Procmom logs https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html and share them with us via document cloud https://helpx.adobe.com/document-cloud/help/sharing-pdfs.html for further investigation

 

Regards

Amal

J
Jason23244809dngqAuthor
Participating Frequently
February 22, 2022

Hi Amal,

 

I made the changes you requested but the crashes are still occurring.  I have collected the logs you requested and I tried to upload them through the link you sent but I get the following message, "This file type cannot be shared by your account type. Upgrade to send more files types."

 

Please advise.

 

Amal.
Community Manager
Amal.Community Manager
Community Manager
April 12, 2022

Amal,

It's been 6 weeks since I've uploaded the logs and there has been no response.  Where are we on this issue?


Hi Jason

 

Hope you are doing well and sorry for the trouble.

 

The issue is still under investigation by our engineering team, we will share the update as soon we get any news from them.

 

Thanks for your tie and patience on this

 

Regards

Amal

T
Taylor232650896vlw
Participant
February 21, 2022

Same exact thing is happening to may of my clients PC. Same version of adobe same exact errors in event viewer. Hopefully someone from Adobe will respond shortly about resolution. I followed same steps as discribed above and having the same issues still. 

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