Double-clicking a pdf crashes Acrobat unless Acrobat is already open.

Report · Aug 05, 2024

I have a client having this issue where on some pdf files, if they double-click to open it, it will open and sometimes be visible for a few seconds, then Acrobat Pro will just dissappear. But if Acrobat Pro is already open then I can open a pdf by double-clicking with no issues. These are really simple pdf files created by printing to Adobe PDF from Outlook. The only signs of a crash are in the Windows Application log which registers the following two events each time:

Log Name: Application
Source: Windows Error Reporting
Date: 8/5/2024 6:23:32 PM
Event ID: 1001
Task Category: None
Level: Information
Keywords: Classic
User: N/A
Computer: PC-Jason.STEINERLIBO.LOCAL
Description:
Fault bucket 1567298527958001725, type 4
Event Name: APPCRASH
Response: Not available
Cab Id: 0

Problem signature:
P1: Acrobat.exe
P2: 24.2.20965.0
P3: 669f42c1
P4: Acrobat.dll
P5: 24.2.20965.0
P6: 669f42b9
P7: c0000005
P8: 0000000001efcc2f
P9:
P10:

Attached files:
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER6385.tmp.dmp
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER63E3.tmp.WERInternalMetadata.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER6413.tmp.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER6415.tmp.csv
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER6435.tmp.txt

These files may be available here:
\\?\C:\ProgramData\Microsoft\Windows\WER\ReportArchive\AppCrash_Acrobat.exe_9b2763d1fba15c41293067ceeeef3e1978592c24_b13a1e30_1012ea8f-d293-442a-a90e-6953a3be7d3b

Analysis symbol:
Rechecking for solution: 0
Report Id: 96731b69-f3f6-4c71-95de-8da067f08592
Report Status: 268435456
Hashed bucket: e319c754dfad1bd635c029b50fede83d
Cab Guid: 0
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
<System>
<Provider Name="Windows Error Reporting" />
<EventID Qualifiers="0">1001</EventID>
<Version>0</Version>
<Level>4</Level>
<Task>0</Task>
<Opcode>0</Opcode>
<Keywords>0x80000000000000</Keywords>
<TimeCreated SystemTime="2024-08-06T01:23:32.6857153Z" />
<EventRecordID>8092849867</EventRecordID>
<Correlation />
<Execution ProcessID="0" ThreadID="0" />
<Channel>Application</Channel>
<Computer>PC-Jason.STEINERLIBO.LOCAL</Computer>
<Security />
</System>
<EventData>
<Data>1567298527958001725</Data>
<Data>4</Data>
<Data>APPCRASH</Data>
<Data>Not available</Data>
<Data>0</Data>
<Data>Acrobat.exe</Data>
<Data>24.2.20965.0</Data>
<Data>669f42c1</Data>
<Data>Acrobat.dll</Data>
<Data>24.2.20965.0</Data>
<Data>669f42b9</Data>
<Data>c0000005</Data>
<Data>0000000001efcc2f</Data>
<Data>
</Data>
<Data>
</Data>
<Data>
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER6385.tmp.dmp
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER63E3.tmp.WERInternalMetadata.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER6413.tmp.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER6415.tmp.csv
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER6435.tmp.txt</Data>
<Data>\\?\C:\ProgramData\Microsoft\Windows\WER\ReportArchive\AppCrash_Acrobat.exe_9b2763d1fba15c41293067ceeeef3e1978592c24_b13a1e30_1012ea8f-d293-442a-a90e-6953a3be7d3b</Data>
<Data>
</Data>
<Data>0</Data>
<Data>96731b69-f3f6-4c71-95de-8da067f08592</Data>
<Data>268435456</Data>
<Data>e319c754dfad1bd635c029b50fede83d</Data>
<Data>0</Data>
</EventData>
</Event>

Log Name: Application
Source: Application Error
Date: 8/5/2024 6:14:43 PM
Event ID: 1000
Task Category: (100)
Level: Error
Keywords: Classic
User: N/A
Computer: PC-Jason.STEINERLIBO.LOCAL
Description:
Faulting application name: Acrobat.exe, version: 24.2.20965.0, time stamp: 0x669f42c1
Faulting module name: Acrobat.dll, version: 24.2.20965.0, time stamp: 0x669f42b9
Exception code: 0xc000041d
Fault offset: 0x0000000001efcc2f
Faulting process id: 0x1404
Faulting application start time: 0x01dae79e0163505b
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: 78b6ca33-b89a-4218-ba5b-1e04e2ada053
Faulting package full name:
Faulting package-relative application ID:
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
<System>
<Provider Name="Application Error" />
<EventID Qualifiers="0">1000</EventID>
<Version>0</Version>
<Level>2</Level>
<Task>100</Task>
<Opcode>0</Opcode>
<Keywords>0x80000000000000</Keywords>
<TimeCreated SystemTime="2024-08-06T01:14:43.6097729Z" />
<EventRecordID>8092849831</EventRecordID>
<Correlation />
<Execution ProcessID="0" ThreadID="0" />
<Channel>Application</Channel>
<Computer>PC-Jason.STEINERLIBO.LOCAL</Computer>
<Security />
</System>
<EventData>
<Data>Acrobat.exe</Data>
<Data>24.2.20965.0</Data>
<Data>669f42c1</Data>
<Data>Acrobat.dll</Data>
<Data>24.2.20965.0</Data>
<Data>669f42b9</Data>
<Data>c000041d</Data>
<Data>0000000001efcc2f</Data>
<Data>1404</Data>
<Data>01dae79e0163505b</Data>
<Data>C:\Program Files\Adobe\Acrobat DC\Acrobat\Acrobat.exe</Data>
<Data>C:\Program Files\Adobe\Acrobat DC\Acrobat\Acrobat.dll</Data>
<Data>78b6ca33-b89a-4218-ba5b-1e04e2ada053</Data>
<Data>
</Data>
<Data>
</Data>
</EventData>
</Event>

I've tried a repair install, a complete manual uninstall and deletion of Acrob registry and related files, updating to the latest version. None of these have helped. Double-clicking the same files seems to work on at least one other PC with no issues.

Any help is appreciated. Thanks.

Robert

Report · Jan 13, 2025

Hi @robertr26789341,

Hope you are doing well. Sorry for the trouble, and the delayed response.

If you are still looking for a solution, would you mind trying out the below steps:

1. Try to reset the Acrobat preferences as described here https://adobe.ly/4gbx8iB...

2. Go to Menu-> Preferences-> Page Display-> uncheck the checkbox saying "Use Page Cache."

3. Go to Menu-> Preferences-> Security (enhanced)-> uncheck the checkbox saying "Run the app in App Container"-> Restart.

You may stop with the steps at any point if you see the app working fine. Also, please update the app to the latest version (2024.005.20320) for the best results.

To check for updates, go to Menu-> Help-> Check for Updates.

-Souvik