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T
tecton_3722
Participant
December 9, 2024
Question

Crashing when separating PDF tabs.

  • December 9, 2024
  • 13 replies
  • 16638 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?!

    13 replies

    Show previous replies
    A
    Adobe Employee
    Aakash Deep
    Adobe Employee
    December 10, 2024

    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
    Participant
    December 10, 2024

    I am unable to find the troubleshooting option in the help menu or in the preferences area to turn on the troubleshooting in the help menu as the link suggests. 

    A
    Adobe Employee
    Aakash Deep
    Adobe Employee
    December 10, 2024

    Hi @tecton_3722 ,

    Do share a link with the dumps(.dmp) files as mentioned in the Using Windows error reporting to collect Acrobat/Reader crash dumps over DM

    C
    charlie_1950
    Participant
    December 10, 2024

    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
    S_SCommunity Manager
    Community Manager
    December 10, 2024

    @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
      Participant
      December 10, 2024

      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

        Y
        yatheesh_0634
        Participating Frequently
        December 10, 2024

        Seems like my colleagues are facing similar issue as well. when Adobe Acrobat PRO (with new user interface) keeps crashing. I start working with it, open a few documents and all works fine for some time, but then it crashes (=freezes). This happens a few times a day. My colleagues have the same problem. Some of us have brand new CAD computers, so general performance should not be the issue here. Switching back to the old user interface fixes the problem so I use that as a workaround, but I do like some of the new features in the new interface so would like to keep working with it if there is a fix. Anyone knows? I am in Adobe Acrobat PRO 64-bit version 24.004.20272

          S_S
          Community Manager
          S_SCommunity Manager
          Community Manager
          December 10, 2024

          Hi @tecton_3722 @BenSc_32 @yatheesh_0634,

           

          Hope you are doing well. Sorry for the trouble.

           

          We weren't able to reproduce on our end.

           

          Would you mind sharing a few pieces of information for further investigation and assistance:

          1. The screen recording video of the event.

          2. Please help us gather the logs from your machine: https://adobe.ly/3ZJxVSM. Please make sure Procmon is selected. You can upload logs using this tool and share your Unique log ID with us. 

           

          Look forward to hearing from you.


          -Souvik

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