Since about 12 september our customers have been reporting issues with launching PDF's from our software (Visma Bouwsoft) with Acrobat Reader / Acrobat Pro.
So far 26 customers have reported similar issues.
We got hold of some crash dump files and the WinDbg analysis show that the issue is very much alike in all cases.
I can't upload the dmp files so I pasted one analysis.
We can't seem to reproduce it on our machines so it's hard to give you more info.
It seems that all those customers have an up-to-date Acrobat reader version and an up-to-date windows.
************* Preparing the environment for Debugger Extensions Gallery repositories **************
ExtensionRepository : Implicit
UseExperimentalFeatureForNugetShare : false
AllowNugetExeUpdate : false
AllowNugetMSCredentialProviderInstall : false
AllowParallelInitializationOfLocalRepositories : true
-- Configuring repositories
----> Repository : LocalInstalled, Enabled: true
----> Repository : UserExtensions, Enabled: true
>>>>>>>>>>>>> Preparing the environment for Debugger Extensions Gallery repositories completed, duration 0.016 seconds
************* Waiting for Debugger Extensions Gallery to Initialize **************
>>>>>>>>>>>>> Waiting for Debugger Extensions Gallery to Initialize completed, duration 0.047 seconds
----> Repository : UserExtensions, Enabled: true, Packages count: 0
----> Repository : LocalInstalled, Enabled: true, Packages count: 36
Microsoft (R) Windows Debugger Version 10.0.25921.1001 AMD64
Copyright (c) Microsoft Corporation. All rights reserved.
Loading Dump File [E:\Downloads\Acrobat.exe.12904.dmp]
User Mini Dump File: Only registers, stack and portions of memory are available
************* Path validation summary **************
Response Time (ms) Location
Deferred srv*
Symbol search path is: srv*
Executable search path is:
Windows 10 Version 19045 MP (16 procs) Free x64
Product: WinNt, suite: SingleUserTS
Edition build lab: 19041.1.amd64fre.vb_release.191206-1406
Debug session time: Wed Sep 20 09:08:57.000 2023 (UTC + 2:00)
System Uptime: not available
Process Uptime: not available
................................................................
.
Loading unloaded module list
.........
This dump file has an exception of interest stored in it.
The stored exception information can be accessed via .ecxr.
(3268.4050): Access violation - code c0000005 (first/second chance not available)
For analysis of this file, run !analyze -vntdll!NtWaitForMultipleObjects+0x14:
00007ffa`9ba4d9a4 c3 ret
0:000> !analyze -v
*******************************************************************************
* *
* Exception Analysis *
* *
*******************************************************************************
KEY_VALUES_STRING: 1
Key : AV.Dereference
Value: NullClassPtr
Key : AV.Fault
Value: Read
Key : Analysis.CPU.mSec
Value: 1093
Key : Analysis.Elapsed.mSec
Value: 102948
Key : Analysis.IO.Other.Mb
Value: 5
Key : Analysis.IO.Read.Mb
Value: 0
Key : Analysis.IO.Write.Mb
Value: 11
Key : Analysis.Init.CPU.mSec
Value: 937
Key : Analysis.Init.Elapsed.mSec
Value: 35117
Key : Analysis.Memory.CommitPeak.Mb
Value: 170
Key : Failure.Bucket
Value: NULL_CLASS_PTR_READ_c0000005_Acrobat.dll!Unknown
Key : Failure.Hash
Value: {53c788dc-eb86-a0a1-a504-ad12319379f9}
Key : WER.OS.Branch
Value: vb_release
Key : WER.OS.Version
Value: 10.0.19041.1
Key : WER.Process.Version
Value: 23.6.20320.0
FILE_IN_CAB: Acrobat.exe.12904.dmp
NTGLOBALFLAG: 0
PROCESS_BAM_CURRENT_THROTTLED: 0
PROCESS_BAM_PREVIOUS_THROTTLED: 0
APPLICATION_VERIFIER_FLAGS: 0
CONTEXT: (.ecxr)rax=000000000000ffff rbx=0000000000000000 rcx=00000000000003a0
rdx=000000c71d4fb4e0 rsi=00000000000003a0 rdi=0000000000000000
rip=00000000739d6914 rsp=000000c71d4fb4b8 rbp=000000c71d4fb510
r8=0000000000001409 r9=000000c71d4fb510 r10=0000000000001409
r11=000000c71d4fb510 r12=0000000000000006 r13=0000000000000000
r14=000001d0cf4664e0 r15=0000000000000006
iopl=0 nv up ei pl nz ac po cy
cs=0033 ss=002b ds=002b es=002b fs=0053 gs=002b efl=00010217
Acrobat!DllCanUnloadNow+0x1635c4:
00000000`739d6914 4c8b4910 mov r9,qword ptr [rcx+10h] ds:00000000`000003b0=????????????????
Resetting default scope
EXCEPTION_RECORD: (.exr -1)ExceptionAddress: 00000000739d6914 (Acrobat!DllCanUnloadNow+0x00000000001635c4)
ExceptionCode: c0000005 (Access violation)
ExceptionFlags: 00000000
NumberParameters: 2
Parameter[0]: 0000000000000000
Parameter[1]: 00000000000003b0
Attempt to read from address 00000000000003b0
PROCESS_NAME: Acrobat.exe
READ_ADDRESS: 00000000000003b0
ERROR_CODE: (NTSTATUS) 0xc0000005 - De instructie op 0x%p verwijst naar geheugen op 0x%p. Het geheugen kan niet worden %s.
EXCEPTION_CODE_STR: c0000005
EXCEPTION_PARAMETER1: 0000000000000000
EXCEPTION_PARAMETER2: 00000000000003b0
STACK_TEXT:
000000c7`1d4fb4b8 00000000`739d677b : 00000000`0000000d 000001d0`cf536650 00000000`00000000 00000000`73876e3d : Acrobat!DllCanUnloadNow+0x1635c4
000000c7`1d4fb4c0 00000000`73a73f32 : 000001d0`cf536650 00000000`00000c6a 00000000`00000000 00000000`00000000 : Acrobat!DllCanUnloadNow+0x16342b
000000c7`1d4fb540 00000000`73a7116f : 00000000`76eceb78 000001d0`cf468e60 000001d0`cf468e60 00000000`00000000 : Acrobat!DllCanUnloadNow+0x200be2
000000c7`1d4fb580 00000000`7395a24c : 000001d0`cf4038b0 00000000`76b6e280 000001d0`cf4038b0 00000000`00000000 : Acrobat!DllCanUnloadNow+0x1fde1f
000000c7`1d4fbb60 00000000`739283c7 : 000001d0`ca5b18c0 00000000`00000000 000001d0`00000000 00000000`00000000 : Acrobat!DllCanUnloadNow+0xe6efc
000000c7`1d4fbdc0 00000000`73927351 : 00000000`75da9260 000001d0`cf4915f0 00000000`00000000 000001d0`cf4915f0 : Acrobat!DllCanUnloadNow+0xb5077
000000c7`1d4fbf80 00000000`73926b99 : 000001d0`cf4915f0 00000000`75da9260 00000000`00000000 000000c7`1d4fc320 : Acrobat!DllCanUnloadNow+0xb4001
000000c7`1d4fc110 00000000`7391c09e : 00000000`00000000 000000c7`1d4fda51 00000000`75da9260 00000000`75da9260 : Acrobat!DllCanUnloadNow+0xb3849
000000c7`1d4fc150 00000000`73919af9 : 000000c7`1d4fdcb0 000001d0`cf002f50 00000000`00000202 00000000`00000000 : Acrobat!DllCanUnloadNow+0xa8d4e
000000c7`1d4fd020 00000000`73918fdc : 00000000`00000000 00000000`00000000 000001d0`cf438522 00000000`73918ca3 : Acrobat!DllCanUnloadNow+0xa67a9
000000c7`1d4fd9d0 00000000`738341d9 : 000001d0`cf438520 00000000`00000098 000000c7`1d4feda0 00000000`00000000 : Acrobat!DllCanUnloadNow+0xa5c8c
000000c7`1d4fdab0 00000000`7382e93f : 00000000`00000001 00000000`00000001 00000000`00000000 000001d0`cc2a7030 : Acrobat!AcroWinMainSandbox+0x7f09
000000c7`1d4fed30 00000000`7382c449 : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : Acrobat!AcroWinMainSandbox+0x266f
000000c7`1d4fede0 00007ff7`aded7259 : 00000000`00000000 00000000`7382c2d0 000000c7`1d4ff360 000001d0`ca5e7950 : Acrobat!AcroWinMainSandbox+0x179
000000c7`1d4ff260 00007ff7`adf5e732 : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : Acrobat_exe!sidestep::PreamblePatcher::PatchShortJump+0x180809
000000c7`1d4ff770 00007ffa`9ad17344 : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : Acrobat_exe!AcroRd32IsBrokerProcess+0x27542
000000c7`1d4ff7b0 00007ffa`9ba026b1 : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : kernel32!BaseThreadInitThunk+0x14
000000c7`1d4ff7e0 00000000`00000000 : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : ntdll!RtlUserThreadStart+0x21
STACK_COMMAND: ~0s; .ecxr ; kb
SYMBOL_NAME: Acrobat+1635c4
MODULE_NAME: Acrobat
IMAGE_NAME: Acrobat.dll
FAILURE_BUCKET_ID: NULL_CLASS_PTR_READ_c0000005_Acrobat.dll!Unknown
OS_VERSION: 10.0.19041.1
BUILDLAB_STR: vb_release
OSPLATFORM_TYPE: x64
OSNAME: Windows 10
IMAGE_VERSION: 23.6.20320.0
FAILURE_ID_HASH: {53c788dc-eb86-a0a1-a504-ad12319379f9}
Followup: MachineOwner
---------
0:000> !analyze -v
*******************************************************************************
* *
* Exception Analysis *
* *
*******************************************************************************
KEY_VALUES_STRING: 1
Key : AV.Dereference
Value: NullClassPtr
Key : AV.Fault
Value: Read
Key : Analysis.CPU.mSec
Value: 483
Key : Analysis.Elapsed.mSec
Value: 815
Key : Analysis.IO.Other.Mb
Value: 5
Key : Analysis.IO.Read.Mb
Value: 0
Key : Analysis.IO.Write.Mb
Value: 11
Key : Analysis.Init.CPU.mSec
Value: 2030
Key : Analysis.Init.Elapsed.mSec
Value: 138070
Key : Analysis.Memory.CommitPeak.Mb
Value: 176
Key : Failure.Bucket
Value: NULL_CLASS_PTR_READ_c0000005_Acrobat.dll!Unknown
Key : Failure.Hash
Value: {53c788dc-eb86-a0a1-a504-ad12319379f9}
Key : WER.OS.Branch
Value: vb_release
Key : WER.OS.Version
Value: 10.0.19041.1
Key : WER.Process.Version
Value: 23.6.20320.0
FILE_IN_CAB: Acrobat.exe.12904.dmp
NTGLOBALFLAG: 0
PROCESS_BAM_CURRENT_THROTTLED: 0
PROCESS_BAM_PREVIOUS_THROTTLED: 0
APPLICATION_VERIFIER_FLAGS: 0
CONTEXT: (.ecxr)rax=000000000000ffff rbx=0000000000000000 rcx=00000000000003a0
rdx=000000c71d4fb4e0 rsi=00000000000003a0 rdi=0000000000000000
rip=00000000739d6914 rsp=000000c71d4fb4b8 rbp=000000c71d4fb510
r8=0000000000001409 r9=000000c71d4fb510 r10=0000000000001409
r11=000000c71d4fb510 r12=0000000000000006 r13=0000000000000000
r14=000001d0cf4664e0 r15=0000000000000006
iopl=0 nv up ei pl nz ac po cy
cs=0033 ss=002b ds=002b es=002b fs=0053 gs=002b efl=00010217
Acrobat!DllCanUnloadNow+0x1635c4:
00000000`739d6914 4c8b4910 mov r9,qword ptr [rcx+10h] ds:00000000`000003b0=????????????????
Resetting default scope
EXCEPTION_RECORD: (.exr -1)ExceptionAddress: 00000000739d6914 (Acrobat!DllCanUnloadNow+0x00000000001635c4)
ExceptionCode: c0000005 (Access violation)
ExceptionFlags: 00000000
NumberParameters: 2
Parameter[0]: 0000000000000000
Parameter[1]: 00000000000003b0
Attempt to read from address 00000000000003b0
PROCESS_NAME: Acrobat.exe
READ_ADDRESS: 00000000000003b0
ERROR_CODE: (NTSTATUS) 0xc0000005 - De instructie op 0x%p verwijst naar geheugen op 0x%p. Het geheugen kan niet worden %s.
EXCEPTION_CODE_STR: c0000005
EXCEPTION_PARAMETER1: 0000000000000000
EXCEPTION_PARAMETER2: 00000000000003b0
STACK_TEXT:
000000c7`1d4fb4b8 00000000`739d677b : 00000000`0000000d 000001d0`cf536650 00000000`00000000 00000000`73876e3d : Acrobat!DllCanUnloadNow+0x1635c4
000000c7`1d4fb4c0 00000000`73a73f32 : 000001d0`cf536650 00000000`00000c6a 00000000`00000000 00000000`00000000 : Acrobat!DllCanUnloadNow+0x16342b
000000c7`1d4fb540 00000000`73a7116f : 00000000`76eceb78 000001d0`cf468e60 000001d0`cf468e60 00000000`00000000 : Acrobat!DllCanUnloadNow+0x200be2
000000c7`1d4fb580 00000000`7395a24c : 000001d0`cf4038b0 00000000`76b6e280 000001d0`cf4038b0 00000000`00000000 : Acrobat!DllCanUnloadNow+0x1fde1f
000000c7`1d4fbb60 00000000`739283c7 : 000001d0`ca5b18c0 00000000`00000000 000001d0`00000000 00000000`00000000 : Acrobat!DllCanUnloadNow+0xe6efc
000000c7`1d4fbdc0 00000000`73927351 : 00000000`75da9260 000001d0`cf4915f0 00000000`00000000 000001d0`cf4915f0 : Acrobat!DllCanUnloadNow+0xb5077
000000c7`1d4fbf80 00000000`73926b99 : 000001d0`cf4915f0 00000000`75da9260 00000000`00000000 000000c7`1d4fc320 : Acrobat!DllCanUnloadNow+0xb4001
000000c7`1d4fc110 00000000`7391c09e : 00000000`00000000 000000c7`1d4fda51 00000000`75da9260 00000000`75da9260 : Acrobat!DllCanUnloadNow+0xb3849
000000c7`1d4fc150 00000000`73919af9 : 000000c7`1d4fdcb0 000001d0`cf002f50 00000000`00000202 00000000`00000000 : Acrobat!DllCanUnloadNow+0xa8d4e
000000c7`1d4fd020 00000000`73918fdc : 00000000`00000000 00000000`00000000 000001d0`cf438522 00000000`73918ca3 : Acrobat!DllCanUnloadNow+0xa67a9
000000c7`1d4fd9d0 00000000`738341d9 : 000001d0`cf438520 00000000`00000098 000000c7`1d4feda0 00000000`00000000 : Acrobat!DllCanUnloadNow+0xa5c8c
000000c7`1d4fdab0 00000000`7382e93f : 00000000`00000001 00000000`00000001 00000000`00000000 000001d0`cc2a7030 : Acrobat!AcroWinMainSandbox+0x7f09
000000c7`1d4fed30 00000000`7382c449 : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : Acrobat!AcroWinMainSandbox+0x266f
000000c7`1d4fede0 00007ff7`aded7259 : 00000000`00000000 00000000`7382c2d0 000000c7`1d4ff360 000001d0`ca5e7950 : Acrobat!AcroWinMainSandbox+0x179
000000c7`1d4ff260 00007ff7`adf5e732 : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : Acrobat_exe!sidestep::PreamblePatcher::PatchShortJump+0x180809
000000c7`1d4ff770 00007ffa`9ad17344 : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : Acrobat_exe!AcroRd32IsBrokerProcess+0x27542
000000c7`1d4ff7b0 00007ffa`9ba026b1 : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : kernel32!BaseThreadInitThunk+0x14
000000c7`1d4ff7e0 00000000`00000000 : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : ntdll!RtlUserThreadStart+0x21
STACK_COMMAND: ~0s; .ecxr ; kb
SYMBOL_NAME: Acrobat+1635c4
MODULE_NAME: Acrobat
IMAGE_NAME: Acrobat.dll
FAILURE_BUCKET_ID: NULL_CLASS_PTR_READ_c0000005_Acrobat.dll!Unknown
OS_VERSION: 10.0.19041.1
BUILDLAB_STR: vb_release
OSPLATFORM_TYPE: x64
OSNAME: Windows 10
IMAGE_VERSION: 23.6.20320.0
FAILURE_ID_HASH: {53c788dc-eb86-a0a1-a504-ad12319379f9}
Followup: MachineOwner
---------
We have tried numerous things to resolve this but no avail to this moment:
* Updating to the latest version
* Repair acrobat installation
* Experimented with Security settings: Turn off protected mode / protected view / added trusted folders / ...
* Even tried turning of DEP
Our customers have been expriencing problems with launching for print too
This problem is not necessarily related to the normal PDF launch. Some customers only have this problem, normal PDF launch works as expected in these cases.
We use commands similar to this (depending on the reg keys HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Explorer\FileExts\.pdf\UserChoice and HKEY_CLASSES_ROOT\Acrobat.Document.DC\shell\print\command):
"C:\Program Files\Adobe\Acrobat DC\Acrobat\Acrobat.exe" /p "C:\Users\Bert\AppData\Local\Bouwsoft\PDF_EXPORT\Offerte_190000082.pdf"
This just doesn't work in some cases, it seems that no crash dump files are made in this case.
This was fixed by turning off 'Enable protected mode at startup' in several cases.
But strangely enough ... sometimes it keeps working when we change it back to it's original setting.
Regards,
Bert Vandenbussche
Visma Bouwsoft
https://www.bouwsoft.be/
https://www.visma.com/
AdChoices