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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.
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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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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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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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Here is the Windows Event Viewer details in xml format for the behavior
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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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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Having exactly the same issue for the last week. Any resove for this yet?
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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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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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This worked for my user!
Cheers mate
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this worked. Thanks
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Thank you very much! This also fixed the problems on our side.
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Fixed our user as well - thanks!
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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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Would you mind maybe sharing a screenshot of the "missing option" if that makes sense?😅
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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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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\VEN_8086&DEV_9B41&SUBSYS_22B417AA&REV_02\3&11583659&0&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"/>
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<stackStatement index="3" address="0x00007FFEEB960709" symbolname="_report_gsfailure"/>
<stackStatement index="4" address="0x000000005A40D2BE" symbolname="PlugInMain"/>
<stackStatement index="5" address="0x000000005AA2B633" symbolname="PlugInMain"/>
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<stackStatement index="9" address="0x000000005AA318A4" symbolname="PlugInMain"/>
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<stackStatement index="22" address="0x000000005B405092" symbolname="DllCanUnloadNow"/>
<stackStatement index="23" address="0x000000005D08CA8F" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>
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<stackStatement index="25" address="0x000000005D08D313" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>
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<stackStatement index="34" address="0x000000005C3AF5F8" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>
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<stackStatement index="38" address="0x000000005C43F65F" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>
<stackStatement index="39" address="0x000000005C43DD9E" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>
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<stackStatement index="41" address="0x000000005C448EBE" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>
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<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"/>
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<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"/>
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<dumpType>
Full
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updates did not fix the issue
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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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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\VEN_8086&DEV_9B41&SUBSYS_22B417AA&REV_02\3&11583659&0&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>
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</binaryImageSet>
<dumpType>
Full
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Is that what you are looking for?
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mine is still crashing and it is up to date.
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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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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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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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@firsts62230775 Thanks for sharing the crash dumps and informing us that the workaround works for you.
-Souvik
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