Crashing when separating PDF tabs.

Forum|Forum|1 year ago
December 9, 2024
13 replies
16574 views

When trying to open 2 PDFs, and allowing them to be tabulated, dragging one tab off the main window, it crashes and gives the error in the event log:
Faulting application name: Acrobat.exe, version: 24.4.20272.0, time stamp: 0x67350c07
Faulting module name: Acrobat.dll, version: 24.4.20272.0, time stamp: 0x67350bff
Exception code: 0xc0000005
Fault offset: 0x00000000006a75e8
Faulting process id: 0x6D54
Faulting application start time: 0x1DB4A8B7B02EFA3
Faulting application path: C:\Program Files\Adobe\Acrobat DC\Acrobat\Acrobat.exe
Faulting module path: C:\Program Files\Adobe\Acrobat DC\Acrobat\Acrobat.dll
Report Id: bf552702-33ae-4616-8ecd-c101021eb45f
Faulting package full name:
Faulting package-relative application ID:

Is this part of a windows or Adobe update? How can I fix this?!

Show previous replies

A

Aakash Deep

Adobe Employee

Hi @tecton_3722 ,

Please share the crash dumps for all of Acrobat's processes. Please refer: https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html for the same.

Thanks
Aakash

T

tecton_3722Author

New Participant

Account Detail:
User Rights: Admin
User Account Control: Limited
Process Integrity: Low
Profile Type: None
Acrobat Detail:
Sandboxing: On
Protected View: Off
Captive Reader: No
Multi-Reader on Desktop Support: Off
Applications Installed:
Office Version: Office 365_64-bit
Outlook Version: Outlook 2016 64-bit
Available Physical Memory: 30903652 KB
Available Virtual Memory: 135286766840 KB
BIOS Version: ALWARE - 1072009
Default Browser: C:\Program Files\Internet Explorer\iexplore.exe
Version: 11.00.26100.1 (WinBuild.160101.0800)
Creation Date: 2024/11/22
Creation Time: 12:37:26 PM
Default Mail: Microsoft Outlook
mapi32.dll
Version: 1.0.2536.0 (WinBuild.160101.0800)
Creation Date: 2024/11/22
Creation Time: 7:20:14 PM
Display Detail:
Screen Width: 1920
Screen Height: 1080
Number of Monitors: 2
Number of Mouse Buttons: 16
Has Mouse Wheel: Yes
Has Pen Windows: No
Double Byte Character Set: No
Has Input Method Editor: Yes
Inside Screen Reader: No
Graphics Card:
Installed Acrobat: C:\Program Files\Adobe\Acrobat DC\Acrobat\Acrobat.exe
Version: 24.4.20272.0
Creation Date: 2024/11/13
Creation Time: 3:35:34 PM
Locale: English (United States)
Monitor:
Name: AMD Radeon RX 6600 XT
Resolution: 1920 x 1080 x 59
Bits per pixel: 32
OS Manufacturer: Microsoft Corporation
OS Name: Microsoft Windows 10
OS Version: 10.0.26100
Page File Space: 53379592 KB
Processor: AMD64 Family 25 Model 33 Stepping 0 AuthenticAMD ~3693 Mhz
Session Detail:
Boot Type: Normal
Is Shutting Down: No
Network: Available
Inside Citrix: No
Inside VMWare: Yes
Remote Session: No
Remote Control: No
Using JAWS: No
Using ZoomText: No
Using Windows-Eyes: No
Using NVDA: No
System Name: A***
Temporary Directory: C:\Users\R***.NEW\AppData\Local\Temp\acrobat_sbx\
Time Zone: Central Standard Time
Total Physical Memory: 50233864 KB
Total Virtual Memory: 137438953344 KB
User Name: R***
Windows Detail:
Tablet PC: No
Starter Edition: No
Media Center Edition: No
Slow Machine: No
Windows Directory: C:\WINDOWS

C:\Program Files\Adobe\Acrobat DC\Acrobat\plug_ins\Accessibility.api
Version: 24.4.20220.0
Creation Date: 2024/10/22
Creation Time: 4:51:54 PM
C:\Program Files\Adobe\Acrobat DC\Acrobat\plug_ins\AcroForm.api
Version: 24.4.20272.0
Creation Date: 2024/11/13
Creation Time: 3:36:00 PM
C:\Program Files\Adobe\Acrobat DC\Acrobat\plug_ins\Annots.api
Version: 24.4.20272.0
Creation Date: 2024/11/13
Creation Time: 3:36:00 PM
C:\Program Files\Adobe\Acrobat DC\Acrobat\plug_ins\DigSig.api
Version: 24.4.20272.0
Creation Date: 2024/11/13
Creation Time: 3:36:00 PM
C:\Program Files\Adobe\Acrobat DC\Acrobat\plug_ins\EScript.api
Version: 24.4.20220.0
Creation Date: 2024/10/22
Creation Time: 4:51:56 PM
C:\Program Files\Adobe\Acrobat DC\Acrobat\plug_ins\IA32.api
Version: 24.4.20272.0
Creation Date: 2024/11/13
Creation Time: 3:36:00 PM
C:\Program Files\Adobe\Acrobat DC\Acrobat\plug_ins\Multimedia.api
Version: 24.4.20220.0
Creation Date: 2024/10/22
Creation Time: 4:51:56 PM
C:\Program Files\Adobe\Acrobat DC\Acrobat\plug_ins\PPKLite.api
Version: 24.4.20272.0
Creation Date: 2024/11/13
Creation Time: 3:36:00 PM
C:\Program Files\Adobe\Acrobat DC\Acrobat\plug_ins\ReadOutLoud.api
Version: 24.3.20112.0
Creation Date: 2024/09/06
Creation Time: 5:06:12 PM
C:\Program Files\Adobe\Acrobat DC\Acrobat\plug_ins\Search.api
Version: 24.4.20220.0
Creation Date: 2024/10/22
Creation Time: 4:51:56 PM
C:\Program Files\Adobe\Acrobat DC\Acrobat\plug_ins\SendMail.api
Version: 24.2.20854.0
Creation Date: 2024/06/14
Creation Time: 7:06:58 PM
C:\Program Files\Adobe\Acrobat DC\Acrobat\plug_ins\Spelling.api
Version: 24.4.20220.0
Creation Date: 2024/10/22
Creation Time: 4:51:56 PM
C:\Program Files\Adobe\Acrobat DC\Acrobat\plug_ins\Updater.api
Version: 24.3.20112.0
Creation Date: 2024/09/06
Creation Time: 5:06:12 PM

C

charlie_1950

New Participant

We're also seeing the same issue across multiple of our users this morning after updating to 24.4.20272.0.

We've rolled back to 2024.004.20220 through https://get.adobe.com/uk/reader/otherversions/ to resolve it temporarily.

@Adobe - Please fix!

S_S

Community Manager

@charlie_1950, any chances of you sharing the Log IDs from affected users?

This would help us expedite the investigation and fix it.

-Souvik

B

BenSc_32

New Participant

Yes as per the above comment, we are also having these same issues across our entire organisation.

We have devices with the latest version DC Dec 2024 (24.005.20307) and also some devices with the previous version DC Oct 2024 (24.004.20272)

It all started to be a problem on Friday 6th December 2024 for our organisation...

We have devices running Windows 10 and Windows 11 and the problem is occurring across the different operating systems.

Unsure if a recent windows update has caused the issue!

But it is extremely frustrating for our organisation and have had to disable the new Adobe reader and revert back to the old user interface of Adobe reader and have found the application has improved and allows the second file to open without the application crashing