Can not open acrobat - Event ID 1000

[Isabell276718591i8x]

Hello,

I have the problem, that I can not open acrobat anymore. Not as normal user and not as administrator. The issue exists for 2-3 months now. I use creative cloud, so I'm always on the latest version. I already reinstalled it several times, tried 32 and 64 bit version.... always the same result.

Till last week I could delete the HKCU/Software/Adobe/ reg key and then I was able to open Acrobat FOR ONE TIME (kept in open in background and was able to work till shutdown of PC), so I deleted the key every morning and kept Acrobat open, but this "workaround" is not working anymore since last week (did no update whatsoever, it just stopped "working").

Now I'm completely unable to use Acrobat! This is the windows event code:

Name der fehlerhaften Anwendung: Acrobat.exe, Version: 22.3.20310.0, Zeitstempel: 0x63a67749 Name des fehlerhaften Moduls: SHELL32.dll, Version: 10.0.19041.2486, Zeitstempel: 0xc99c7036 Ausnahmecode: 0xc0000409 Fehleroffset: 0x000000000011175d ID des fehlerhaften Prozesses: 0x5970 Startzeit der fehlerhaften Anwendung: 0x01d929c678cf4e86 Pfad der fehlerhaften Anwendung: C:\Program Files\Adobe\Acrobat DC\Acrobat\Acrobat.exe Pfad des fehlerhaften Moduls: C:\Windows\System32\SHELL32.dll Berichtskennung: 45aca966-dc4a-4c2e-bd80-15aa31cc1486 Vollständiger Name des fehlerhaften Pakets: Anwendungs-ID, die relativ zum fehlerhaften Paket ist:

The name of the faulty module is sometimes different, but it's always a dll in the system32 folder.

I have the same issue on different computers in the domain, so it's not related to the specific machine.

Need help really bad! Thanks!

[Amal.]

Hi @Isabell276718591i8x 

Hope you are doing well and sorry to hear that.

As you have already tried most of the troubleshooting steps with no luck

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

You may also try to create a new test user profile with full admin rights in Win or enable the root account in MAC and try using the application there and check.

Please try  collecting the Adobe CC logs https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html , Procmon logs (Win Only) https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html  and share them vial any cloud storage, just upload the logs to the cloud > create the link and share that link with us.


Regards

Amal

[Isabell276718591i8x · Accepted solution]

Thanks for the answer.

I was able to find a new workaround, which made my Acrobat working again.

Copy this to a .reg File and execute it:

Windows Registry Editor Version 5.00

[HKEY_CURRENT_USER\SOFTWARE\Adobe\Adobe Acrobat\DC\Privileged]
"bAccReportPrefMigrated"=dword:00000001
"bTouchUpPrefMigrated"=dword:00000001
"bProtectedMode"=dword:00000000