Crashing when separating PDF tabs.

[tecton_3722]

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?!

[BenSc_32]

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

[yatheesh_0634]

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]

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

[yatheesh_0634]

Hello Souvik,

this is for one of our user and due to admin restriction, they are unable to share the log. Below is the required information for further assistance:

OS Name     Microsoft Windows 11 Enterprise (But it has happened on Win 10 as well.)

Version     10.0.22631 Build 22631

The problem occurs when user is having several adobe acrobat windows and tabs open and working with comments on several documents. Cannot see any specific thing I do that causes the crashing, it just happens while working.

[Aakash Deep]

Hi @charlie_1950 ,

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

[Aakash Deep]

Hi @BenSc_32  ,

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

[Adrian29484145pc0s]

Hi Aakash, is there any Soluition yet. I would like to use the newest Version, without going back?

[Aakash Deep]

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.

We will get the issue investigated and update you.

[charlie_1950]

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]

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

This would help us expedite the investigation and fix it.

-Souvik

[Aakash Deep]

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

[tecton_3722]

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

[tecton_3722]

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. 

[Aakash Deep]

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

[tecton_3722]

I can no longer produce the error after this morning. I am not sure what changed, but it's no longer happening. idk if the same logs would be produced if it's no longer happening...

[S. S]

@tecton_3722,

That's great!

Please feel free to write back in case you are able to reproduce the issue, as the logs would be helpful to get this diagnosed further.

-Souvik

[katayanagi51]

こんにちは。

日本語版のAcrobat製品でも発生しています。判明している発生条件（環境等）は以下のとおりです。

　　Windows 10 or 11 / AcrobatPro, AcrobatReader 24.004.272, 24.004.307, 24.005.320

日本語版では新UIのときに発生し，旧UIでは発生しません。

タブをドラッグして分離，統合するとクラッシュします。また「並べて表示」した場合もクラッシュします。

一応のご報告まで。

ありがとう。

Katayanagi

ウィンドウの表示を変更しようとするとAcrobatReaderが強制終了する - Adobe Community - 15034160  

タブを複数のウィンドウに分けるとクラッシュする - Adobe Community - 15029172  

[S. S]

@katayanagi51,

Thanks for reporting.

Are there any chances of getting logs from the users' machines: 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. 

I'll add the same comment on those threads too. Please keep me posted if you can, and are able to get the logs from any of them.

-Souvik

[cashcoww]

I've seen the issue with 2 users and I've only been able to test the fix with one, but I found that disabling the "new adobe" view fixed it

[S. S]

@cashcoww,

Can you please help us with the logs as requested above?

Thanks,

Souvik

[ben_2069]

Yes this worked! Thankyou.

[rickesh7_3770k]

Hi there, my mother encountered the exact same issue as OP described above, without the error, it simply crashed without any additional windows providing context being displayed. She is using Windows 11 and I just uninstalled the version of Acrobat she had, and redownloaded the installer, and after running the executable and the installation process finished the download and setup of the latest version, the tabs were able to split without any crashes, so just try a reinstall if you encounter this issue, it worked for her but it might not for everyone else.

[S. S]

Thanks, @rickesh7_3770k, for the detailed insight.

In case you experience this again, please share the logs as requested above, as this will help us expedite the fix.

-Souvik

[RollingGrayMan]

I'm having the same issue. If I open a single document, create new window, and then try to drag/add the new tab into the original window, Adobe crashes. The same thing happens if I have two tabs in the same window, and try to drag one of them off. No crash report box appears either (I went through the prescribed process through CMD and still no report box).