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Participant
November 18, 2020
Question

Adobe crashes other programs when opening PDFs

  • November 18, 2020
  • 1 reply
  • 885 views

We have a few users using Adobe Acrobat DC and when they try to call PDF forms, it crashes the application. The applications used are IE11 and Ellie Mae's Encompass. It's only happening to users that have Acrobat DC installed, and not Reader DC. I've uninstalled and reinstalled Acrobat, Encompass and even set the defaults to be Reader vs Acrobat and it still happens. Any assistance would be great.

 

Error logs:

Faulting application name: IEXPLORE.EXE, version: 11.0.18362.1, time stamp: 0x9a0cc333
Faulting module name: ntdll.dll, version: 10.0.18362.1171, time stamp: 0xe94aeef6
Exception code: 0xc0000005
Fault offset: 0x0004add5
Faulting process id: 0x18e4
Faulting application start time: 0x01d6bdca99c615d3
Faulting application path: C:\Program Files (x86)\Internet Explorer\IEXPLORE.EXE
Faulting module path: C:\WINDOWS\SYSTEM32\ntdll.dll
Report Id: e399688b-bb72-493e-8bad-9a3fe362b034
Faulting package full name:
Faulting package-relative application ID:

 

 

Fault bucket 1910665857528519915, type 1
Event Name: APPCRASH
Response: Not available
Cab Id: 0

Problem signature:
P1: IEXPLORE.EXE
P2: 11.0.18362.1
P3: 9a0cc333
P4: ntdll.dll
P5: 10.0.18362.1171
P6: e94aeef6
P7: c0000005
P8: 0004add5
P9:
P10:

 

--Dan

 

This topic has been closed for replies.

1 reply

Participant
December 22, 2020

Was there a resolution for this issue? We are also facing the same issue.

DThomasIIAuthor
Participant
December 22, 2020

It was resolved on at least a few users. It's still happening to one other that I'm aware of, but she isn't in the office all the time. Acrobat is fully up-to-date 20.013.20074

 

Below is the info I got from Adobe in a support chat:

 

You (11/20/20 12:02:37 AM EST): Acrobat DC keeps crashing when viewing PDFs in IE11
Vaibhav (11/20/20 12:03:13 AM EST): Are you opening the PDFs in Acrobat or the internet explorer?
You (11/20/20 12:03:17 AM EST): It doesn't crash when viewing PDFs in Chrome
You (11/20/20 12:03:29 AM EST): Opening in IE11.
Vaibhav (11/20/20 12:03:34 AM EST): Or are you trying to open the PDFs from Internet explorer directly in Acrobat?
You (11/20/20 12:04:32 AM EST): Open them right in IE11. If I disable the plug-in, it will open in Acrobat but then another
program we use for PDFs. Encompass (from Ellie Mae) errors out
Vaibhav (11/20/20 12:05:09 AM EST): Okay that means that the internet explorer has some conflicts
You (11/20/20 12:05:13 AM EST): I've uninstalled, reinstalled, removed registry keys, etc.
Vaibhav (11/20/20 12:05:32 AM EST): That won't work actually
You (11/20/20 12:05:34 AM EST): Any Google search suggestion, you bet I've tried.
You (11/20/20 12:05:39 AM EST): Okay.
Vaibhav (11/20/20 12:05:50 AM EST): There is a reason for this not working.
Vaibhav (11/20/20 12:05:57 AM EST): Its the PDF preview handler
Vaibhav (11/20/20 12:06:14 AM EST): You'll need to wait for a new update to be rolled out by Microsoft which will fix that
Vaibhav (11/20/20 12:06:29 AM EST): Its happening with almost all PDF softwares
You (11/20/20 12:06:40 AM EST): Ouch. Okay.
You (11/20/20 12:06:57 AM EST): For the meantime, I'll have to have users open PDFs in Chrome
Vaibhav (11/20/20 12:07:06 AM EST): Correct!
You (11/20/20 12:07:19 AM EST): Okay. Thank you for your help.