Adobe freezes on some users

[Makrea2312312312]

Hi,

Opening up some PDF's on some users the Acrobat freezes.

Upon opening the PDF Acrobat shows the signature validation box and freezes.

It takes 8% CPU on a 6 core 6 HT cpu. Defining affinity to a single core it’s clear that is locking the CPU to 100%.

Analysed the dump at WinDbg without making any conclusion.

Seems to have occured an exception but I don’t know the origin of it.

ExceptionCode: 80000003 (Break instruction exception)

On Process Monitor it records the events and as Acrobat.exe starts the cpu usage it doesn’t happen anymore events. Repeated the recording several times and it’s not a Process Monitor issue.

On Process Explorer on the Threads tab shows several lines.

Below is the stack info for the thread that is taking up the CPU.

ntoskrnl.exe!KeSynchronizeExecution+0x6c56

ntoskrnl.exe!KeWaitForMutexObject+0x1460

ntoskrnl.exe!KeWaitForMutexObject+0x98f

ntoskrnl.exe!KeWaitForMutexObject+0x233

ntoskrnl.exe!EtwProviderEnabled+0x211d

ntoskrnl.exe!KeWaitForMutexObject+0x3a29

ntoskrnl.exe!KeSynchronizeExecution+0x3afa

BIB.dll!BIBLockSmithUnlockImpl+0x3c89

Acrobat.dll!AIDE::AIDEFormatType::operator=+0x6e4e

Acrobat.dll!DllCanUnloadNow+0x8f038

Acrobat.dll!DllCanUnloadNow+0x909a9

Acrobat.dll!CTJPEGReader::CTJPEGReader+0x2c701f

Acrobat.dll!CTJPEGReader::CTJPEGReader+0x14c776

Acrobat.dll!CTJPEGReader::CTJPEGReader+0x15040d

PDDom.api!ObsoleteProc+0xb433

PDDom.api!ObsoleteProc+0xb387

PDDom.api!ObsoleteProc+0x19091

PDDom.api!FixedQuadOverlap+0x104f9

PDDom.api!FixedQuadOverlap+0x10688

PDDom.api!FixedQuadOverlap+0x103cd

PDDom.api!FixedQuadOverlap+0x106c2

PDDom.api!FixedQuadOverlap+0xf8ff

PDDom.api!FixedQuadOverlap+0xf81f

Acrobat.dll!DllCanUnloadNow+0x263354

Acrobat.dll!DllCanUnloadNow+0x2628d4

Acrobat.dll!DllCanUnloadNow+0x261dcb

Acrobat.dll!DllCanUnloadNow+0x2611b0

Acrobat.dll!AIDE::AIDEFormatType::operator=+0x704

USER32.dll!CallWindowProcW+0x3f8

USER32.dll!DispatchMessageW+0x259

Acrobat.dll!DllCanUnloadNow+0x1fedc0

Acrobat.dll!DllCanUnloadNow+0x1fdeec

Acrobat.dll!DllCanUnloadNow+0x1fddbd

Acrobat.dll!AcroWinMainSandbox+0x270d

Acrobat.dll!AcroWinMainSandbox+0x179

Acrobat.exe!sidestep::PreamblePatcher::PatchShortJump+0x17c1fe

Acrobat.exe!AcroRd32IsBrokerProcess+0x27572

KERNEL32.DLL!BaseThreadInitThunk+0x14

ntdll.dll!RtlUserThreadStart+0x21

Inside the dump.docx you find embedded the mini Dump made by the Process Explorer.

Versions:

Adobe Acrobat Reader 2023.001.20143 64 bits
Win 10 Pro 64bits 22H2 19045.2604

Best Regards.

[Amal.]

Hi @Makrea2312312312 

Hope you are doing well and sorry to hear that

Is this an issue with a particular PDF file or with all the PDFs? Please try with a different PDF file and check.

Also, update the application to the recent version 23.01.2017x . Go to Help > Check for updates and reboot the computer once.

Also try to repair the installation from the help menu (Win Only) and see if that works.

Please try to turn off the protected mode for testing and see if that works. Go to Edit > Preferences Enhanced Security > Uncheck 'Enable Protected mode at startup'> Click OK and reboot the computer.
Note: Please turn on the security after testing to avoid any security risk.

You may also try to reset the Acrobat preferences as described here https://community.adobe.com/t5/acrobat-discussions/how-to-reset-acrobat-preference-settings-to-defau...

Let us know how it goes.

Regards

Amal

[Makrea2312312312]

Hello @Amal. 

Thanks for the reply.

I just realized that I submitted the wrong PDF.

If possible, please remove the file.pdf on the original post. It doesn't seem to be possible for me to edit or remove it.

Please consider the file submitted in this reply.

Is this an issue with a particular PDF file or with all the PDFs? Please try with a different PDF file and check.

No. As said in the original post, the issue is specific to some files.

The file opens without any issue on Foxit PDF Reader.

But Adobe is very much used everywhere, hence the thread posted on this forum.

Also, update the application to the recent version 23.01.2017x . Go to Help > Check for updates and reboot the computer once.

The issue remains the same.

Also try to repair the installation from the help menu (Win Only) and see if that works.

The issue remains the same.

Please try to turn off the protected mode for testing and see if that works. Go to Edit > Preferences Enhanced Security > Uncheck 'Enable Protected mode at startup'> Click OK and reboot the computer.
Note: Please turn on the security after testing to avoid any security risk.

The issue remains the same.

You may also try to reset the Acrobat preferences as described here https://community.adobe.com/t5/acrobat-discussions/how-to-reset-acrobat-preference-settings-to-defau...

The issue remains the same.

But... Good news!

I went on to fully update Windows (now is Win 10 PRO 22H2 19045.2965) and do the updates to firmware, namely the BIOS, as well.

I also updated two pieces of software related to the Citizen Card that include a qualified signing certificate.

After this, as of now, I don't have the issue. And the issue was 100% reproducible with the correct_file that I upload now in this reply.

('Enable Protected mode at startup" is checked.)

In my opinion, the issue was somehow related to these last software updates.

PS:

If possible, please remove the file.pdf on the original post.

Best regards.

[Amal.]

Hi there

I have removed the wrong PDF file in your initial message.
We are glad to hear that the issue is fixed now since you applied the software updates. Feel free to contact us for any assistance required in the future.

Regards

Amal

[Makrea2312312312]

Hi @Amal. 

We were able to reproduce the solution on another PC.

Thanks for removing the file.

Best Regards