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
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