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Jose30644772dr8b
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June 21, 2023
Question

Adobe Crashes when clicking pdf links to download other pdfs.

  • June 21, 2023
  • 1 reply
  • 556 views

<?xml version="1.0"?>
<!DOCTYPE AdobeCrashReport SYSTEM "AdobeCrashReporter.dtd">
<crashreport serviceVersion="4.8.0.7" clientVersion="4.8.0.7" applicationName="Adobe Acrobat" applicationVersion="23.003.20201" build="0" source="Windows-Client" crashType="n/a">
<time year="2023" month="6" day="21" hour="15" minute="3" second="25" timeoffset="-360" timezone="Central Daylight Time"/>
<user guid="909290c0-057f-4586-8598-40b2fe60c25d"/>
<system platform="Windows 10 Pro" osversion="10.0" osbuild="19045" applicationlanguage="en-us" userlanguage="en-US" oslanguage="en-US" ram="32491" machine="11th Gen Intel(R) Core(TM) i7-11850H @ 2.50GHz" model="Intel64 Family 6 Model 141 Stepping 1" cpuCount="16" cpuType="8664" cpuFreq="2496 MHz" processorArchitecture="9"/>
<gpu>
<gpuinfo availability="Running/Full Power" adapterCompatibility="Intel Corporation" adapterRAM="1024 MB" caption="Intel(R) UHD Graphics" description="Intel(R) UHD Graphics" driverDate="20220902000000.000000-000" driverVersion="31.0.101.3616" videoModeDescription="1920 x 1200 x 4294967296 colors" pnpDeviceID="PCI&#92;VEN_8086&#38;DEV_9A60&#38;SUBSYS_0A5E1028&#38;REV_01&#92;3&#38;11583659&#38;1&#38;10" installedDisplayDrivers="igd10iumd64.dll,igd12umd64.dll,igdumdim64.dll"/>
<gpuinfo availability="Off Line" adapterCompatibility="NVIDIA" adapterRAM="4095 MB" caption="NVIDIA RTX A3000 Laptop GPU" description="NVIDIA RTX A3000 Laptop GPU" driverDate="20230309000000.000000-000" driverVersion="31.0.15.2879" videoModeDescription="" pnpDeviceID="PCI&#92;VEN_10DE&#38;DEV_24B8&#38;SUBSYS_0A5E1028&#38;REV_A1&#92;4&#38;310264C4&#38;0&#38;0008" installedDisplayDrivers="nvldumdx.dll"/>
</gpu>
<crash exception="EXCEPTION_ACCESS_VIOLATION" exceptionCode="0xc0000005" instruction="0x000000006F931A02">
<backtrace crashedThread="0">
<thread index="0">
<stackStatement index="0" address="0x000000006F931A02" symbolname="DllCanUnloadNow"/>
<stackStatement index="1" address="0x000000006F9F7EEC" symbolname="DllCanUnloadNow"/>
<stackStatement index="2" address="0x0000025666E543F1" symbolname="PlugInMain"/>
<stackStatement index="3" address="0x0000025666E590A2" symbolname="PlugInMain"/>
<stackStatement index="4" address="0x0000025666E59D02" symbolname="PlugInMain"/>
<stackStatement index="5" address="0x000000006FA88065" symbolname="DllCanUnloadNow"/>
<stackStatement index="6" address="0x000000006FA86CA4" symbolname="DllCanUnloadNow"/>
<stackStatement index="7" address="0x000000006FA7CD07" symbolname="DllCanUnloadNow"/>
<stackStatement index="8" address="0x000000006FAB61A0" symbolname="DllCanUnloadNow"/>
<stackStatement index="9" address="0x000000006F934A3B" symbolname="DllCanUnloadNow"/>
<stackStatement index="10" EndlessStack="TRUE"/>
</thread>
</backtrace>
<registerSet>
<register name="RAX" value="0x3FF0000000000000"/>
<register name="RBX" value="0x0000000072E2FA18"/>
<register name="RCX" value="0x3FF0000000000000"/>
<register name="RDX" value="0x0000000000000000"/>
<register name="RSI" value="0x000002566530FD40"/>
<register name="RDI" value="0x0000000000000000"/>
<register name="RSP" value="0x000000742ECFB1B8"/>
<register name="RBP" value="0x0000000000000001"/>
<register name="RIP" value="0x000000006F931A02"/>
<register name="EFL" value="0x0000000000010206"/>
<register name="LastExceptionToRip" value="0x0000000000000000"/>
<register name="LastExceptionFromRip" value="0x0000000000000000"/>
</registerSet>

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<binaryImage start="0x00007FFD02AE0000" end="0x00007FFD02AFD000" path="imagehlp.dll"/>
<binaryImage start="0x00007FFCFFF20000" end="0x00007FFCFFF43000" path="gpapi.dll"/>
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<binaryImage start="0x0000025618E30000" end="0x0000025618ED2000" path="OptaneShellExt.dll"/>
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<binaryImage start="0x000002566F380000" end="0x000002566F3E8000" path="SharpShell.dll"/>
</binaryImageSet>
<dumpType>
Full
</dumpType>
<hbLogSessionDllStatus>

</hbLogSessionDllStatus>
</crash>

<sessionId>
25cf1f25-fb7a-479f-bfd5-d1c6a835e485
</sessionId>
</crashreport>

This topic has been closed for replies.

1 reply

Meenakshi Negi
Meenakshi Negi
Legend
June 22, 2023

Hi Jose30644772dr8b,

 

Thank you for reaching out.

 

If the issue occurs with a particular PDF, it might be file related issue.

Try the troubleshooting steps suggested in the following help document for a crash: https://helpx.adobe.com/acrobat/kb/acrobat-dc-crashes-on-windows-os.html.

If the above suggestion does not work, try reinstalling the application using the following steps:
-Remove the application and run the cleaner tool (https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html).
-Reboot the machine
-Install Adobe Acrobat from the following page: https://helpx.adobe.com/acrobat/kb/acrobat-dc-downloads.html.

 

Let us know how it goes.

 

Thanks,

Meenakshi

J
Jose30644772dr8bAuthor
Participant
June 26, 2023

Yeah, unfortunately, I ran through all those steps. The work flow involves her clicking hyperlinks in the pdf to download other pdfs. Adobe then crashes when trying to open those files so not sure what the issue is. I was hoping the error report could give a little more insite.

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