Cannot open PDFs from Explorer and Acrobat crashing

New Here ,
Jul 26, 2022 Jul 26, 2022

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Back in May 2022 I was having problems with Acrobat (Unable to "Save As PDF" or convert Word files to PDF and Cannot open PDFs from Explorer). I solved these by not just uninstalling but scrubbing Acrobat and Word from my computer. Now it's a month and a half later, and I'm having the same trouble with Acrobat, plus it is crashing regularly. I've tried checking for updates (none) and repairing (no change).

 

Here are the stats I assume are useful, but please let me know if other information is needed:

  • Acrobat DC, Version: 22.1.20169.0
  • Acrobat System Report says: OS Microsoft Windows 10, OS Version: 10.0.22000
  • System says: Windows 11 Home, version 21H2, build 22000.795, Windows Feature Experience Pack 1000.22000.795.0

Is that last discrepancy the problem?

Thank you!

 

    

TOPICS
Crash or freeze , General troubleshooting , Install update and subscribe to Acrobat

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Adobe Employee ,
Jul 26, 2022 Jul 26, 2022

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Hi Sarah,

 

Sorry to hear that you have started experiencing the same issue again. 

As per the Acrobat version, you already have the latest patch installed, 22.1.20169.0 Since you have already tried removing and reinstalling the application. So, there are a couple of steps we'd like you to try here;

1- check this help article and see if any troubleshooting step is missed https://helpx.adobe.com/acrobat/kb/acrobat-dc-crashes-on-windows-os.html 

2- Create a new user account on Windows with admin rights and launch the application. Does it behave the same way as it does in the main user profile?

How to create a hidden admin account? For that, you may refer to the steps here: https://answers.microsoft.com/en-us/windows/forum/all/how-to-enable-the-hidden-administrator-in-wind...

 

If nothing works, collect the crash logs following these steps https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html and share them with us.

 

Thanks,

Aknchha 

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New Here ,
Aug 01, 2022 Aug 01, 2022

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Below is the most recent crash report

 

<?xml version="1.0"?>
<!DOCTYPE AdobeCrashReport SYSTEM "AdobeCrashReporter.dtd">
<crashreport serviceVersion="4.8.0.2" clientVersion="4.8.0.2" applicationName="Adobe Acrobat" applicationVersion="22.001.20169" build="0" source="Windows-Client" crashType="n/a">
<time year="2022" month="8" day="1" hour="18" minute="31" second="30" timeoffset="-300" timezone="Eastern Daylight Time"/>
<user guid="37a088d9-9361-4631-bfa2-c95ca6347910"/>
<system platform="Windows 10 Home" osversion="10.0" osbuild="22000" applicationlanguage="en-us" userlanguage="en-CA" oslanguage="en-US" ram="16270" machine="Intel(R) Core(TM) i5-8250U CPU @ 1.60GHz" model="Intel64 Family 6 Model 142 Stepping 10" cpuCount="8" cpuType="8664" cpuFreq="1800 MHz" processorArchitecture="9"/>
<gpu>
<gpuinfo availability="Running/Full Power" adapterCompatibility="Intel Corporation" adapterRAM="1024 MB" caption="Intel(R) UHD Graphics 620" description="Intel(R) UHD Graphics 620" driverDate="20200905000000.000000-000" driverVersion="27.20.100.8682" videoModeDescription="1920 x 1080 x 4294967296 colors" pnpDeviceID="PCI&#92;VEN_8086&#38;DEV_5917&#38;SUBSYS_1D301043&#38;REV_07&#92;3&#38;11583659&#38;0&#38;10" installedDisplayDrivers="igd10iumd64.dll,igd12umd64.dll,igdumdim64.dll"/>
</gpu>
<crash exception="EXCEPTION_ACCESS_VIOLATION" exceptionCode="0xc0000005" instruction="0x00000000637AABD3">
<backtrace crashedThread="0">
<thread index="0">
<stackStatement index="0" address="0x00000000637AABD3" symbolname="DllCanUnloadNow"/>
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</thread>
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<register name="RSP" value="0x00000065BA7BD7B0"/>
<register name="RBP" value="0x0000000000000000"/>
<register name="RIP" value="0x00000000637AABD3"/>
<register name="EFL" value="0x0000000000010202"/>
<register name="LastExceptionToRip" value="0x0000000000000000"/>
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<dumpType>
Mini
</dumpType>
<hbLogSessionDllStatus>

</hbLogSessionDllStatus>
</crash>

<sessionId>
864c3ab3-ebd5-41dd-a12f-3f4dcb09bad8
</sessionId>
</crashreport>

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New Here ,
Aug 01, 2022 Aug 01, 2022

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I tried to post a crash report earlier today but it wouldn't work. I will try again with the second, and see if I can get the website to accept it in any kind of attachment form (I tried txt and it refused).

 

 

<?xml version="1.0"?>
<!DOCTYPE AdobeCrashReport SYSTEM "AdobeCrashReporter.dtd">
<crashreport serviceVersion="4.8.0.2" clientVersion="4.8.0.2" applicationName="Adobe Acrobat" applicationVersion="22.001.20169" build="0" source="Windows-Client" crashType="n/a">
<time year="2022" month="8" day="1" hour="20" minute="41" second="35" timeoffset="-300" timezone="Eastern Daylight Time"/>
<user guid="37a088d9-9361-4631-bfa2-c95ca6347910"/>
<system platform="Windows 10 Home" osversion="10.0" osbuild="22000" applicationlanguage="en-us" userlanguage="en-CA" oslanguage="en-US" ram="16270" machine="Intel(R) Core(TM) i5-8250U CPU @ 1.60GHz" model="Intel64 Family 6 Model 142 Stepping 10" cpuCount="8" cpuType="8664" cpuFreq="1800 MHz" processorArchitecture="9"/>
<gpu>
<gpuinfo availability="Running/Full Power" adapterCompatibility="Intel Corporation" adapterRAM="1024 MB" caption="Intel(R) UHD Graphics 620" description="Intel(R) UHD Graphics 620" driverDate="20200905000000.000000-000" driverVersion="27.20.100.8682" videoModeDescription="1920 x 1080 x 4294967296 colors" pnpDeviceID="PCI&#92;VEN_8086&#38;DEV_5917&#38;SUBSYS_1D301043&#38;REV_07&#92;3&#38;11583659&#38;0&#38;10" installedDisplayDrivers="igd10iumd64.dll,igd12umd64.dll,igdumdim64.dll"/>
</gpu>
<crash exception="EXCEPTION_ACCESS_VIOLATION" exceptionCode="0xc0000005" instruction="0x00000000637AABD3">
<backtrace crashedThread="0">
<thread index="0">
<stackStatement index="0" address="0x00000000637AABD3" symbolname="DllCanUnloadNow"/>
<stackStatement index="1" address="0x00000000637AA8B2" symbolname="DllCanUnloadNow"/>
<stackStatement index="2" address="0x00000000637A7544" symbolname="DllCanUnloadNow"/>
<stackStatement index="3" address="0x00000000637A66E7" symbolname="DllCanUnloadNow"/>
<stackStatement index="4" address="0x00000000637A5FD2" symbolname="DllCanUnloadNow"/>
<stackStatement index="5" address="0x00000000637AA7FD" symbolname="DllCanUnloadNow"/>
<stackStatement index="6" address="0x00000000637A81D1" symbolname="DllCanUnloadNow"/>
<stackStatement index="7" address="0x00000000637A67EA" symbolname="DllCanUnloadNow"/>
<stackStatement index="8" address="0x00000000637A5FD2" symbolname="DllCanUnloadNow"/>
<stackStatement index="9" address="0x00000000637AA7FD" symbolname="DllCanUnloadNow"/>
<stackStatement index="10" address="0x00000000637A81D1" symbolname="DllCanUnloadNow"/>
<stackStatement index="11" address="0x00000000637A67EA" symbolname="DllCanUnloadNow"/>
<stackStatement index="12" address="0x00000000637A5FD2" symbolname="DllCanUnloadNow"/>
<stackStatement index="13" address="0x00000000637AA7FD" symbolname="DllCanUnloadNow"/>
<stackStatement index="14" address="0x00000000637A81D1" symbolname="DllCanUnloadNow"/>
<stackStatement index="15" address="0x00000000637A67EA" symbolname="DllCanUnloadNow"/>
<stackStatement index="16" address="0x00000000637A5FD2" symbolname="DllCanUnloadNow"/>
<stackStatement index="17" address="0x00000000637AA7FD" symbolname="DllCanUnloadNow"/>
<stackStatement index="18" address="0x00000000643391E8" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>
<stackStatement index="19" address="0x00000000635DEA55" symbolname="DllCanUnloadNow"/>
<stackStatement index="20" address="0x00000000635DE2EA" symbolname="DllCanUnloadNow"/>
<stackStatement index="21" address="0x00007FFB9C4C1C4C" symbolname="CallWindowProcW"/>
<stackStatement index="22" address="0x00007FFB9C4C09E3" symbolname="SendMessageW"/>
<stackStatement index="23" address="0x00007FFB9C4C0737" symbolname="SendMessageW"/>
<stackStatement index="24" address="0x00000000636D6EB6" symbolname="DllCanUnloadNow"/>
<stackStatement index="25" address="0x000000006433662E" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>
<stackStatement index="26" address="0x0000000064336509" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>
<stackStatement index="27" address="0x0000000064336679" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>
<stackStatement index="28" address="0x000000006433619F" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>
<stackStatement index="29" address="0x000000006432B225" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>
<stackStatement index="30" address="0x00000000642BA803" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>
<stackStatement index="31" address="0x00000000649091F8" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>
<stackStatement index="32" address="0x00000000649096C2" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>
<stackStatement index="33" address="0x0000000063838DE7" symbolname="DllCanUnloadNow"/>
<stackStatement index="34" address="0x00000000635DE2EA" symbolname="DllCanUnloadNow"/>
<stackStatement index="35" address="0x00007FFB9C4C1C4C" symbolname="CallWindowProcW"/>
<stackStatement index="36" address="0x00007FFB9C4C0EA6" symbolname="DispatchMessageW"/>
<stackStatement index="37" address="0x00000000637A4554" symbolname="DllCanUnloadNow"/>
<stackStatement index="38" address="0x00000000637A329C" symbolname="DllCanUnloadNow"/>
<stackStatement index="39" address="0x00000000637A316D" symbolname="DllCanUnloadNow"/>
<stackStatement index="40" address="0x000000006355E981" symbolname="AcroWinMainSandbox"/>
<stackStatement index="41" address="0x000000006355BB59" symbolname="AcroWinMainSandbox"/>
<stackStatement index="42" address="0x00007FF74CA2A0D2" symbolname="sidestep::PreamblePatcher::PatchNearJumpOrCall"/>
<stackStatement index="43" address="0x00007FF74CC42702" symbolname="sidestep::PreamblePatcher::Unpatch"/>
<stackStatement index="44" address="0x00007FFB9C4054E0" symbolname="BaseThreadInitThunk"/>
<stackStatement index="45" address="0x00007FFB9C6A485B" symbolname="RtlUserThreadStart"/>
</thread>
</backtrace>
<registerSet>
<register name="RAX" value="0x0000000000000000"/>
<register name="RBX" value="0x0000000000000000"/>
<register name="RCX" value="0x0000000000000000"/>
<register name="RDX" value="0x0000000000000004"/>
<register name="RSI" value="0x0000000000000000"/>
<register name="RDI" value="0x0000000000000000"/>
<register name="RSP" value="0x00000088B8F9D590"/>
<register name="RBP" value="0x0000000000000000"/>
<register name="RIP" value="0x00000000637AABD3"/>
<register name="EFL" value="0x0000000000010206"/>
<register name="LastExceptionToRip" value="0x0000000000000000"/>
<register name="LastExceptionFromRip" value="0x0000000000000000"/>
</registerSet>

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<binaryImage start="0x0000000060400000" end="0x0000000060453000" path="adobe\PaperCapture.api"/>
<binaryImage start="0x00007FFB9A7F0000" end="0x00007FFB9A86B000" path="coml2.dll"/>
<binaryImage start="0x00000000681D0000" end="0x000000006822F000" path="adobe\weblink.api"/>
<binaryImage start="0x00007FFAF5AA0000" end="0x00007FFAF5E14000" path="adobe\EScript.api"/>
<binaryImage start="0x00007FFB931C0000" end="0x00007FFB931F3000" path="winmm.dll"/>
</binaryImageSet>
<dumpType>
Mini
</dumpType>
<hbLogSessionDllStatus>

</hbLogSessionDllStatus>
</crash>

<sessionId>
3ce73817-7fa0-4586-8c56-292d986643b8
</sessionId>
</crashreport>

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New Here ,
Aug 01, 2022 Aug 01, 2022

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Okay, this is maybe my fifth attempt to post the crash report, either in-line or as an attached .txt file. I apologize if I'm jamming up a moderator's queue somewhere, but my posts keep disappearing and the site says the .txt files aren't .txt files.

#1 (205149)

sarahb22320235_0-1659401484024.png

#2 (205251)

sarahb22320235_1-1659401565237.png

#3 (205347)

sarahb22320235_2-1659401612534.png

#4 (205411)

sarahb22320235_3-1659401654078.png

#5 (205520)

sarahb22320235_4-1659401723255.png

#6 (205612)

sarahb22320235_5-1659401778068.png

#7 (210114)

sarahb22320235_6-1659402082198.png

 

 

 

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Aug 01, 2022 Aug 01, 2022

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I had another instance of hanging, and I attempted to post the DMP/ZIP files as in the instructions to which I am directed about, but neither file type is supported.

sarahb22320235_0-1659404546819.png

 

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