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Adobe Crashes when using e-sign feature

Community Beginner ,
Jul 23, 2024 Jul 23, 2024

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For a while now Adobe crashes everytime our employees try to use the e-sign feature. It freezes for a second and just completely closes without any error messages or indication as to why it closed. Over the course of a  week I have uninstalled and reinstalled adobe 3 times on 1 computer, not to mention the other ones... I did that as a last resort. Before that I checked for updates and everything was up to date. After that I tried the repair installation and that also didn't work. Eventually I completely removed EVERYTHING Adobe related on my computer and reinstalled. Worked for less than a day before giving the exact same problem. It's on the Pro version of Acrobat, and I've had similar cases where signing and filling in forms do the same thing on versions that are not the Pro. It's really frustrating when you have the same few people complaining about the same thing every week. I know it's not their fault, but I'm just as frustrated as they are, so that's why I'm posting this. Any help would be much appreciated.

TOPICS
Crash or freeze , Edit and convert PDFs , General troubleshooting , PDF , PDF forms

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1 ACCEPTED SOLUTION
Adobe Employee ,
Jul 24, 2024 Jul 24, 2024

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Hi All,

 

The issue has been addressed in the latest update released today. Try updating the application to the latest version available. In Acrobat, go to Help > Check for updates. Check if that resolves the issue.

 

You may also refer to the information on the latest update on the following help page: https://helpx.adobe.com/acrobat/release-note/release-notes-acrobat-reader.html. 

 

Let us know how it goes.

 

Thanks,

Meenakshi

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New Here ,
Jul 23, 2024 Jul 23, 2024

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Getting the same thing with one of our users too. Commenting so I can hopefully find out what the issue is same time as yourself.

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New Here ,
Jul 23, 2024 Jul 23, 2024

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I am having the same isssue with my Acrobat with the esign feature too, I have repeated the same troubleshooting steps with no luck. I am looking into creating a dump log to see if I can find out more behind the scenes details about why it's randomly closing the program with no crash report a few seconds after you click on esign.

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New Here ,
Jul 23, 2024 Jul 23, 2024

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Here is the Windows Event Viewer details in xml format for the behavior

- <System>
  <Provider Name="Application Error" />
  <EventID Qualifiers="0">1000</EventID>
  <Version>0</Version>
  <Level>2</Level>
  <Task>100</Task>
  <Opcode>0</Opcode>
  <Keywords>0x80000000000000</Keywords>
  <TimeCreated SystemTime="2024-07-23T17:06:46.1336136Z" />
  <EventRecordID>180415</EventRecordID>
  <Correlation />
  <Execution ProcessID="0" ThreadID="0" />
  <Channel>Application</Channel>
  <Computer>PapaPita-WJ203.PPB.Company</Computer>
  <Security />
  </System>
- <EventData>
  <Data>Acrobat.exe</Data>
  <Data>24.2.20857.0</Data>
  <Data>666cd3b1</Data>
  <Data>ntdll.dll</Data>
  <Data>10.0.19041.4522</Data>
  <Data>8a1bb6f3</Data>
  <Data>c0000028</Data>
  <Data>00000000001025e6</Data>
  <Data>1dc</Data>
  <Data>01dadd203ed79d54</Data>
  <Data>C:\Program Files\Adobe\Acrobat DC\Acrobat\Acrobat.exe</Data>
  <Data>C:\WINDOWS\SYSTEM32\ntdll.dll</Data>
  <Data>b734a91d-5f25-47e0-bffa-1474314eada3</Data>
  <Data />
  <Data />
  </EventData>
  </Event>
 
And here is the General information for the event
Faulting application name: Acrobat.exe, version: 24.2.20857.0, time stamp: 0x666cd3b1
Faulting module name: ntdll.dll, version: 10.0.19041.4522, time stamp: 0x8a1bb6f3
Exception code: 0xc0000028
Fault offset: 0x00000000001025e6
Faulting process id: 0x1dc
Faulting application start time: 0x01dadd203ed79d54
Faulting application path: C:\Program Files\Adobe\Acrobat DC\Acrobat\Acrobat.exe
Faulting module path: C:\WINDOWS\SYSTEM32\ntdll.dll
Report Id: b734a91d-5f25-47e0-bffa-1474314eada3
Faulting package full name:
Faulting package-relative application ID:

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Community Beginner ,
Jul 23, 2024 Jul 23, 2024

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Only thing that I can think of is that it must be a fault in the coding of the program itself, because when I set up the web extensions and use the web interface, everything works perfectly. It's just a hassle to explain to all the older people who have been using the program itself for a few years, so to show them the web interface is so frustrating with all the "why must it change now?" constantly haha...

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New Here ,
Jul 23, 2024 Jul 23, 2024

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Having exactly the same issue for the last week. Any resove for this yet?

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Community Beginner ,
Jul 23, 2024 Jul 23, 2024

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Nothing yet, sorry. I will play aorund a bit today and see if disabling or maybe enabling some features might give us a temporary solution.

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Adobe Employee ,
Jul 24, 2024 Jul 24, 2024

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Hi All,

 

The issue has been addressed in the latest update released today. Try updating the application to the latest version available. In Acrobat, go to Help > Check for updates. Check if that resolves the issue.

 

You may also refer to the information on the latest update on the following help page: https://helpx.adobe.com/acrobat/release-note/release-notes-acrobat-reader.html. 

 

Let us know how it goes.

 

Thanks,

Meenakshi

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New Here ,
Jul 24, 2024 Jul 24, 2024

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This worked for my user!

Cheers mate

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New Here ,
Jul 24, 2024 Jul 24, 2024

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this worked. Thanks

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Community Beginner ,
Jul 24, 2024 Jul 24, 2024

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Thank you very much! This also fixed the problems on our side.

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New Here ,
Jul 25, 2024 Jul 25, 2024

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Fixed our user as well - thanks!

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New Here ,
Aug 06, 2024 Aug 06, 2024

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Hello,

I do not have a "Check For Updates" under my "Help". Do you think this has been disabled by my company?

Thanks

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Community Beginner ,
Aug 06, 2024 Aug 06, 2024

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Would you mind maybe sharing a screenshot of the "missing option" if that makes sense?😅

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Adobe Employee ,
Aug 07, 2024 Aug 07, 2024

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@Debbie385087838rmt If using an Enterprise or Team's license, updating the application manually can be disabled from the backend.

 

In such cases, it is advisable to reach out to your IT team for further assistance.

 

-Souvik

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Community Beginner ,
Jul 30, 2024 Jul 30, 2024

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Having the same issues with Standard.    

<?xml version="1.0"?>

<!DOCTYPE AdobeCrashReport SYSTEM "AdobeCrashReporter.dtd">

<crashreport serviceVersion="16.1.0.202403280551_9c717c1" clientVersion="16.1.0.202403280551_9c717c1" applicationName="Adobe Acrobat" applicationVersion="24.002.20965" build="0" source="Windows-Client" crashType="n/a">

<time year="2024" month="7" day="30" hour="12" minute="32" second="21" timeoffset="-360" timezone="Central Daylight Time"/>

<user guid="8b98f5e6-63c9-4f7b-8117-bed1a70d9b87"/>

<system platform="Windows 10 Pro" osversion="10.0" osbuild="19045" applicationlanguage="en-us" userlanguage="en-US" oslanguage="en-US" ram="16134" machine="Intel(R) Core(TM) i7-10510U CPU @ 1.80GHz" model="Intel64 Family 6 Model 142 Stepping 12" cpuCount="8" cpuType="8664" cpuFreq="2304 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="20201028000000.000000-000" driverVersion="27.20.100.8935" videoModeDescription="1920 x 1080 x 4294967296 colors" pnpDeviceID="PCI&#92;VEN_8086&#38;DEV_9B41&#38;SUBSYS_22B417AA&#38;REV_02&#92;3&#38;11583659&#38;0&#38;10" installedDisplayDrivers="igd10iumd64.dll,igd12umd64.dll,igdumdim64.dll"/>

</gpu>

<crash exception="EXCEPTION_UNKNOWN" exceptionCode="0xc0000028" instruction="0x00007FFF548F25E6">

<backtrace crashedThread="0">

<thread index="0">

<stackStatement index="0" address="0x00007FFF548F25E6" symbolname="RtlRaiseStatus"/>

<stackStatement index="1" address="0x00007FFF54820BB3" symbolname="RtlUnwindEx"/>

<stackStatement index="2" address="0x00007FFF54841F3D" symbolname="RtlUnwind"/>

<stackStatement index="3" address="0x00007FFEEB960709" symbolname="_report_gsfailure"/>

<stackStatement index="4" address="0x000000005A40D2BE" symbolname="PlugInMain"/>

<stackStatement index="5" address="0x000000005AA2B633" symbolname="PlugInMain"/>

<stackStatement index="6" address="0x000000005AA2B02C" symbolname="PlugInMain"/>

<stackStatement index="7" address="0x000000005AA2E0BD" symbolname="PlugInMain"/>

<stackStatement index="8" address="0x000000005AA312CB" symbolname="PlugInMain"/>

<stackStatement index="9" address="0x000000005AA318A4" symbolname="PlugInMain"/>

<stackStatement index="10" address="0x000000005AA132DD" symbolname="PlugInMain"/>

<stackStatement index="11" address="0x000000005A40CB14" symbolname="PlugInMain"/>

<stackStatement index="12" address="0x000000005A40BCA8" symbolname="PlugInMain"/>

<stackStatement index="13" address="0x000000005A40BBBE" symbolname="PlugInMain"/>

<stackStatement index="14" address="0x000000005A40D169" symbolname="PlugInMain"/>

<stackStatement index="15" address="0x000000005A6289D9" symbolname="PlugInMain"/>

<stackStatement index="16" address="0x000000005A40B51C" symbolname="PlugInMain"/>

<stackStatement index="17" address="0x000000005A40B8A4" symbolname="PlugInMain"/>

<stackStatement index="18" address="0x000000005CED976D" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="19" address="0x000000005CEDBD00" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="20" address="0x000000005CEDAAF7" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="21" address="0x000000005CED83EB" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="22" address="0x000000005B405092" symbolname="DllCanUnloadNow"/>

<stackStatement index="23" address="0x000000005D08CA8F" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="24" address="0x000000005D08CB83" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="25" address="0x000000005D08D313" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="26" address="0x000000005B59E1E7" symbolname="DllCanUnloadNow"/>

<stackStatement index="27" address="0x000000005B59E001" symbolname="DllCanUnloadNow"/>

<stackStatement index="28" address="0x000000005B436B64" symbolname="DllCanUnloadNow"/>

<stackStatement index="29" address="0x000000005B4367DC" symbolname="DllCanUnloadNow"/>

<stackStatement index="30" address="0x000000005C91E52C" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="31" address="0x000000005B54E0F0" symbolname="DllCanUnloadNow"/>

<stackStatement index="32" address="0x000000005B511BE2" symbolname="DllCanUnloadNow"/>

<stackStatement index="33" address="0x000000005B5113EC" symbolname="DllCanUnloadNow"/>

<stackStatement index="34" address="0x000000005C3AF5F8" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="35" address="0x000000005C4F8CB8" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="36" address="0x000000005D159781" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="37" address="0x000000005D53ED19" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="38" address="0x000000005C43F65F" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="39" address="0x000000005C43DD9E" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="40" address="0x000000005C43DC27" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="41" address="0x000000005C448EBE" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="42" address="0x000000005B408B85" symbolname="DllCanUnloadNow"/>

<stackStatement index="43" address="0x000000005B40837A" symbolname="DllCanUnloadNow"/>

<stackStatement index="44" address="0x00007FFF5461EF5C" symbolname="CallWindowProcW"/>

<stackStatement index="45" address="0x00007FFF5461E684" symbolname="DispatchMessageW"/>

<stackStatement index="46" address="0x000000005B6037F4" symbolname="DllCanUnloadNow"/>

<stackStatement index="47" address="0x000000005B602D1C" symbolname="DllCanUnloadNow"/>

<stackStatement index="48" address="0x000000005B602BED" symbolname="DllCanUnloadNow"/>

<stackStatement index="49" address="0x000000005B33B299" symbolname="AcroWinMainSandbox"/>

<stackStatement index="50" address="0x000000005B336E88" symbolname="AcroWinMainSandbox"/>

<stackStatement index="51" address="0x00007FF7F6FEA8BD" symbolname="sidestep::PreamblePatcher::PatchShortJump"/>

<stackStatement index="52" address="0x00007FF7F70A0002" symbolname="AcroRd32IsBrokerProcess"/>

<stackStatement index="53" address="0x00007FFF52F57374" symbolname="BaseThreadInitThunk"/>

<stackStatement index="54" address="0x00007FFF5483CC91" symbolname="RtlUserThreadStart"/>

</thread>

</backtrace>

<registerSet>

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

<register name="RBX" value="0x0000000000000001"/>

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

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

<register name="RSI" value="0x0000000000000002"/>

<register name="RDI" value="0x0000007DBD79CBA0"/>

<register name="RSP" value="0x0000007DBD79BEB0"/>

<register name="RBP" value="0x0000007DBD79C9A0"/>

<register name="RIP" value="0x00007FFF548F25E6"/>

<register name="EFL" value="0x0000000000000202"/>

<register name="LastExceptionToRip" value="0x0000000000000001"/>

<register name="LastExceptionFromRip" value="0x00007FFF54842E9C"/>

</registerSet>

 

<binaryImageSet>

<binaryImage start="0x00007FF7F6D80000" end="0x00007FF7F7316000" path="adobe\Acrobat.exe"/>

<binaryImage start="0x00007FFF547F0000" end="0x00007FFF549E8000" path="ntdll.dll"/>

<binaryImage start="0x00007FFF52F40000" end="0x00007FFF53001000" path="kernel32.dll"/>

<binaryImage start="0x00007FFF523F0000" end="0x00007FFF526E6000" path="KERNELBASE.dll"/>

<binaryImage start="0x00007FFF51AD0000" end="0x00007FFF51C1C000" path="hmpalert.dll"/>

<binaryImage start="0x00007FFF519B0000" end="0x00007FFF51AC3000" path="SophosED.dll"/>

<binaryImage start="0x00007FFF54610000" end="0x00007FFF547AF000" path="user32.dll"/>

<binaryImage start="0x00007FFF52780000" end="0x00007FFF527A2000" path="win32u.dll"/>

<binaryImage start="0x00007FFF53750000" end="0x00007FFF5377B000" path="gdi32.dll"/>

<binaryImage start="0x00007FFF52150000" end="0x00007FFF52267000" path="gdi32full.dll"/>

<binaryImage start="0x00007FFF51F50000" end="0x00007FFF51FED000" path="msvcp_win.dll"/>

<binaryImage start="0x00007FFF52270000" end="0x00007FFF52370000" path="ucrtbase.dll"/>

<binaryImage start="0x00007FFF536A0000" end="0x00007FFF53750000" path="advapi32.dll"/>

<binaryImage start="0x00007FFF543E0000" end="0x00007FFF5447E000" path="msvcrt.dll"/>

<binaryImage start="0x00007FFF52960000" end="0x00007FFF52A00000" path="sechost.dll"/>

<binaryImage start="0x00007FFF540A0000" end="0x00007FFF541C3000" path="rpcrt4.dll"/>

<binaryImage start="0x00007FFF52370000" end="0x00007FFF52397000" path="bcrypt.dll"/>

<binaryImage start="0x00007FFF530B0000" end="0x00007FFF53105000" path="shlwapi.dll"/>

<binaryImage start="0x00007FFF4DBC0000" end="0x00007FFF4DCCA000" path="winhttp.dll"/>

<binaryImage start="0x00007FFF515A0000" end="0x00007FFF515AC000" path="CRYPTBASE.DLL"/>

<binaryImage start="0x00007FFF528D0000" end="0x00007FFF528FF000" path="imm32.dll"/>

<binaryImage start="0x00007FFF51990000" end="0x00007FFF519A2000" path="kernel.appcore.dll"/>

<binaryImage start="0x00007FFF3FBF0000" end="0x00007FFF3FE8A000" path="comctl32.dll"/>

<binaryImage start="0x00007FFF50D80000" end="0x00007FFF50DB3000" path="ntmarta.dll"/>

<binaryImage start="0x000000005AF20000" end="0x000000005F6AE000" path="adobe\Acrobat.dll"/>

<binaryImage start="0x00007FFF53780000" end="0x00007FFF53EEC000" path="shell32.dll"/>

<binaryImage start="0x00007FFF544E0000" end="0x00007FFF5460B000" path="ole32.dll"/>

<binaryImage start="0x00007FFF53110000" end="0x00007FFF53463000" path="combase.dll"/>

<binaryImage start="0x00007FFF535A0000" end="0x00007FFF5360B000" path="ws2_32.dll"/>

<binaryImage start="0x00007FFE97A30000" end="0x00007FFE98142000" path="adobe\AGM.dll"/>

<binaryImage start="0x00007FFF52AD0000" end="0x00007FFF52F3E000" path="setupapi.dll"/>

<binaryImage start="0x00007FFF523A0000" end="0x00007FFF523EE000" path="cfgmgr32.dll"/>

<binaryImage start="0x00007FFF4DA00000" end="0x00007FFF4DA0A000" path="version.dll"/>

<binaryImage start="0x00007FFEEB7D0000" end="0x00007FFEEB7F5000" path="adobe\BIB.dll"/>

<binaryImage start="0x00007FFE975F0000" end="0x00007FFE97A2D000" path="adobe\CoolType.dll"/>

<binaryImage start="0x00007FFF4FF60000" end="0x00007FFF50144000" path="dbghelp.dll"/>

<binaryImage start="0x00007FFF4F200000" end="0x00007FFF4F22F000" path="dwmapi.dll"/>

<binaryImage start="0x00007FFEEB970000" end="0x00007FFEEB9FE000" path="msvcp140.dll"/>

<binaryImage start="0x00007FFF36F30000" end="0x00007FFF36F37000" path="MSVCP140_CODECVT_IDS.dll"/>

<binaryImage start="0x00007FFF51020000" end="0x00007FFF5105B000" path="IPHLPAPI.DLL"/>

<binaryImage start="0x00007FFF39470000" end="0x00007FFF3947C000" path="secur32.dll"/>

<binaryImage start="0x00007FFEEB950000" end="0x00007FFEEB96B000" path="VCRUNTIME140.dll"/>

<binaryImage start="0x00007FFEF1380000" end="0x00007FFEF138C000" path="VCRUNTIME140_1.dll"/>

<binaryImage start="0x00007FFEC29E0000" end="0x00007FFEC2B10000" path="adobe\ACE.dll"/>

<binaryImage start="0x00007FFF32F90000" end="0x00007FFF32F9A000" path="SensApi.dll"/>

<binaryImage start="0x00007FFF51D40000" end="0x00007FFF51D72000" path="sspicli.dll"/>

<binaryImage start="0x00007FFF534F0000" end="0x00007FFF5359D000" path="SHCore.dll"/>

<binaryImage start="0x00007FFF526F0000" end="0x00007FFF52772000" path="bcryptPrimitives.dll"/>

<binaryImage start="0x00007FFF4EB80000" end="0x00007FFF4EC1E000" path="uxtheme.dll"/>

<binaryImage start="0x00007FFF541D0000" end="0x00007FFF542E4000" path="msctf.dll"/>

<binaryImage start="0x00007FFF52A00000" end="0x00007FFF52ACD000" path="oleaut32.dll"/>

<binaryImage start="0x00007FFF4F6F0000" end="0x00007FFF4FE8E000" path="windows.storage.dll"/>

<binaryImage start="0x00007FFF51630000" end="0x00007FFF5165E000" path="wldp.dll"/>

<binaryImage start="0x00007FFF51DD0000" end="0x00007FFF51DF4000" path="profapi.dll"/>

<binaryImage start="0x00007FFF51FF0000" end="0x00007FFF5214E000" path="crypt32.dll"/>

<binaryImage start="0x00007FFF51C80000" end="0x00007FFF51C8A000" path="dpapi.dll"/>

<binaryImage start="0x00007FFF51390000" end="0x00007FFF513FA000" path="mswsock.dll"/>

<binaryImage start="0x00007FFF4D650000" end="0x00007FFF4D6FE000" path="mscms.dll"/>

<binaryImage start="0x00007FFF51D80000" end="0x00007FFF51DAE000" path="userenv.dll"/>

<binaryImage start="0x00007FFF4D630000" end="0x00007FFF4D641000" path="ColorAdapterClient.dll"/>

<binaryImage start="0x00007FFF52820000" end="0x00007FFF528C9000" path="clbcatq.dll"/>

<binaryImage start="0x00007FFF10100000" end="0x00007FFF1013E000" path="dataexchange.dll"/>

<binaryImage start="0x00007FFF4ADE0000" end="0x00007FFF4B043000" path="d3d11.dll"/>

<binaryImage start="0x00007FFF4A3E0000" end="0x00007FFF4A5C4000" path="dcomp.dll"/>

<binaryImage start="0x00007FFF502C0000" end="0x00007FFF503B5000" path="dxgi.dll"/>

<binaryImage start="0x00007FFF48820000" end="0x00007FFF48A23000" path="twinapi.appcore.dll"/>

<binaryImage start="0x00007FFF370B0000" end="0x00007FFF3715C000" path="TextShaping.dll"/>

<binaryImage start="0x000000005A290000" end="0x000000005AF1A000" path="adobe\Annots.api"/>

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<binaryImage start="0x000000005F6B0000" end="0x000000005F6DB000" path="adobe\AXE8SharedExpat.dll"/>

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<dumpType>

Full

 

 

 

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Community Beginner ,
Jul 30, 2024 Jul 30, 2024

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updates did not fix the issue

 

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Adobe Employee ,
Jul 30, 2024 Jul 30, 2024

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Hi firsts62230775,

 

Please share the current version of the application and the OS installed on the machine.

Share the crash dumps using the steps suggested here: https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html.

 

Thanks,

Meenakshi

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Community Beginner ,
Jul 30, 2024 Jul 30, 2024

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Adobe Acrobat" applicationVersion="24.002.20965   Fully updated
Windows 10

Crash dump :

<?xml version="1.0"?>

<!DOCTYPE AdobeCrashReport SYSTEM "AdobeCrashReporter.dtd">

<crashreport serviceVersion="16.1.0.202403280551_9c717c1" clientVersion="16.1.0.202403280551_9c717c1" applicationName="Adobe Acrobat" applicationVersion="24.002.20965" build="0" source="Windows-Client" crashType="n/a">

<time year="2024" month="7" day="30" hour="12" minute="32" second="21" timeoffset="-360" timezone="Central Daylight Time"/>

<user guid="8b98f5e6-63c9-4f7b-8117-bed1a70d9b87"/>

<system platform="Windows 10 Pro" osversion="10.0" osbuild="19045" applicationlanguage="en-us" userlanguage="en-US" oslanguage="en-US" ram="16134" machine="Intel(R) Core(TM) i7-10510U CPU @ 1.80GHz" model="Intel64 Family 6 Model 142 Stepping 12" cpuCount="8" cpuType="8664" cpuFreq="2304 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="20201028000000.000000-000" driverVersion="27.20.100.8935" videoModeDescription="1920 x 1080 x 4294967296 colors" pnpDeviceID="PCI&#92;VEN_8086&#38;DEV_9B41&#38;SUBSYS_22B417AA&#38;REV_02&#92;3&#38;11583659&#38;0&#38;10" installedDisplayDrivers="igd10iumd64.dll,igd12umd64.dll,igdumdim64.dll"/>

</gpu>

<crash exception="EXCEPTION_UNKNOWN" exceptionCode="0xc0000028" instruction="0x00007FFF548F25E6">

<backtrace crashedThread="0">

<thread index="0">

<stackStatement index="0" address="0x00007FFF548F25E6" symbolname="RtlRaiseStatus"/>

<stackStatement index="1" address="0x00007FFF54820BB3" symbolname="RtlUnwindEx"/>

<stackStatement index="2" address="0x00007FFF54841F3D" symbolname="RtlUnwind"/>

<stackStatement index="3" address="0x00007FFEEB960709" symbolname="_report_gsfailure"/>

<stackStatement index="4" address="0x000000005A40D2BE" symbolname="PlugInMain"/>

<stackStatement index="5" address="0x000000005AA2B633" symbolname="PlugInMain"/>

<stackStatement index="6" address="0x000000005AA2B02C" symbolname="PlugInMain"/>

<stackStatement index="7" address="0x000000005AA2E0BD" symbolname="PlugInMain"/>

<stackStatement index="8" address="0x000000005AA312CB" symbolname="PlugInMain"/>

<stackStatement index="9" address="0x000000005AA318A4" symbolname="PlugInMain"/>

<stackStatement index="10" address="0x000000005AA132DD" symbolname="PlugInMain"/>

<stackStatement index="11" address="0x000000005A40CB14" symbolname="PlugInMain"/>

<stackStatement index="12" address="0x000000005A40BCA8" symbolname="PlugInMain"/>

<stackStatement index="13" address="0x000000005A40BBBE" symbolname="PlugInMain"/>

<stackStatement index="14" address="0x000000005A40D169" symbolname="PlugInMain"/>

<stackStatement index="15" address="0x000000005A6289D9" symbolname="PlugInMain"/>

<stackStatement index="16" address="0x000000005A40B51C" symbolname="PlugInMain"/>

<stackStatement index="17" address="0x000000005A40B8A4" symbolname="PlugInMain"/>

<stackStatement index="18" address="0x000000005CED976D" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="19" address="0x000000005CEDBD00" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="20" address="0x000000005CEDAAF7" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="21" address="0x000000005CED83EB" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="22" address="0x000000005B405092" symbolname="DllCanUnloadNow"/>

<stackStatement index="23" address="0x000000005D08CA8F" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="24" address="0x000000005D08CB83" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="25" address="0x000000005D08D313" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="26" address="0x000000005B59E1E7" symbolname="DllCanUnloadNow"/>

<stackStatement index="27" address="0x000000005B59E001" symbolname="DllCanUnloadNow"/>

<stackStatement index="28" address="0x000000005B436B64" symbolname="DllCanUnloadNow"/>

<stackStatement index="29" address="0x000000005B4367DC" symbolname="DllCanUnloadNow"/>

<stackStatement index="30" address="0x000000005C91E52C" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="31" address="0x000000005B54E0F0" symbolname="DllCanUnloadNow"/>

<stackStatement index="32" address="0x000000005B511BE2" symbolname="DllCanUnloadNow"/>

<stackStatement index="33" address="0x000000005B5113EC" symbolname="DllCanUnloadNow"/>

<stackStatement index="34" address="0x000000005C3AF5F8" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="35" address="0x000000005C4F8CB8" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="36" address="0x000000005D159781" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="37" address="0x000000005D53ED19" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="38" address="0x000000005C43F65F" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="39" address="0x000000005C43DD9E" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="40" address="0x000000005C43DC27" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="41" address="0x000000005C448EBE" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="42" address="0x000000005B408B85" symbolname="DllCanUnloadNow"/>

<stackStatement index="43" address="0x000000005B40837A" symbolname="DllCanUnloadNow"/>

<stackStatement index="44" address="0x00007FFF5461EF5C" symbolname="CallWindowProcW"/>

<stackStatement index="45" address="0x00007FFF5461E684" symbolname="DispatchMessageW"/>

<stackStatement index="46" address="0x000000005B6037F4" symbolname="DllCanUnloadNow"/>

<stackStatement index="47" address="0x000000005B602D1C" symbolname="DllCanUnloadNow"/>

<stackStatement index="48" address="0x000000005B602BED" symbolname="DllCanUnloadNow"/>

<stackStatement index="49" address="0x000000005B33B299" symbolname="AcroWinMainSandbox"/>

<stackStatement index="50" address="0x000000005B336E88" symbolname="AcroWinMainSandbox"/>

<stackStatement index="51" address="0x00007FF7F6FEA8BD" symbolname="sidestep::PreamblePatcher::PatchShortJump"/>

<stackStatement index="52" address="0x00007FF7F70A0002" symbolname="AcroRd32IsBrokerProcess"/>

<stackStatement index="53" address="0x00007FFF52F57374" symbolname="BaseThreadInitThunk"/>

<stackStatement index="54" address="0x00007FFF5483CC91" symbolname="RtlUserThreadStart"/>

</thread>

</backtrace>

<registerSet>

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

<register name="RBX" value="0x0000000000000001"/>

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

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

<register name="RSI" value="0x0000000000000002"/>

<register name="RDI" value="0x0000007DBD79CBA0"/>

<register name="RSP" value="0x0000007DBD79BEB0"/>

<register name="RBP" value="0x0000007DBD79C9A0"/>

<register name="RIP" value="0x00007FFF548F25E6"/>

<register name="EFL" value="0x0000000000000202"/>

<register name="LastExceptionToRip" value="0x0000000000000001"/>

<register name="LastExceptionFromRip" value="0x00007FFF54842E9C"/>

</registerSet>

 

<binaryImageSet>

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<binaryImage start="0x00007FFF547F0000" end="0x00007FFF549E8000" path="ntdll.dll"/>

<binaryImage start="0x00007FFF52F40000" end="0x00007FFF53001000" path="kernel32.dll"/>

<binaryImage start="0x00007FFF523F0000" end="0x00007FFF526E6000" path="KERNELBASE.dll"/>

<binaryImage start="0x00007FFF51AD0000" end="0x00007FFF51C1C000" path="hmpalert.dll"/>

<binaryImage start="0x00007FFF519B0000" end="0x00007FFF51AC3000" path="SophosED.dll"/>

<binaryImage start="0x00007FFF54610000" end="0x00007FFF547AF000" path="user32.dll"/>

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<binaryImage start="0x00007FFF53750000" end="0x00007FFF5377B000" path="gdi32.dll"/>

<binaryImage start="0x00007FFF52150000" end="0x00007FFF52267000" path="gdi32full.dll"/>

<binaryImage start="0x00007FFF51F50000" end="0x00007FFF51FED000" path="msvcp_win.dll"/>

<binaryImage start="0x00007FFF52270000" end="0x00007FFF52370000" path="ucrtbase.dll"/>

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<dumpType>

Full




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Community Beginner ,
Jul 31, 2024 Jul 31, 2024

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Is that what you are looking for?

 

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New Here ,
Jul 31, 2024 Jul 31, 2024

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mine is still crashing and it is up to date.

 

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New Here ,
Jul 31, 2024 Jul 31, 2024

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Mine is also still crashing. I uninstalled and re-installed, confirmed all is up to date and still no luck. 

 

Has anyone found anything else that worked?

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Community Beginner ,
Aug 01, 2024 Aug 01, 2024

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Found a fix: Needed to delete the following 3 files:

%appdata%\Adobe\Acrobat\DC\Security\acrobat_fss_signature_initials

%appdata%\Adobe\Acrobat\DC\Security\acrobat_fss_signature_initialsi

%appdata%\Adobe\Acrobat\DC\Security\acrobat_fss_signature_initialsk

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Community Beginner ,
Aug 01, 2024 Aug 01, 2024

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Well found a fix.... for now.... 

Found a fix: Needed to delete the following 3 files:

%appdata%\Adobe\Acrobat\DC\Security\acrobat_fss_signature_initials

%appdata%\Adobe\Acrobat\DC\Security\acrobat_fss_signature_initialsi

%appdata%\Adobe\Acrobat\DC\Security\acrobat_fss_signature_initialsk

Then it worked for me.

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Adobe Employee ,
Aug 02, 2024 Aug 02, 2024

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@firsts62230775 Thanks for sharing the crash dumps and informing us that the workaround works for you.

 

-Souvik

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