Goto print properties and Adobe Reader crash

Report · Jun 05, 2025

Hello,

used

- Adobe Acrobat Reader 2025.001.20474

- Win11 version 24H2 build 26100.4061

Description of issue (happened too on previous sub version of this Adobe version on same computer - but crash happened only for one specific printer).

PDF openned, goto Print, Properties - adobe crashed (happened for all pdf files).

Info from MS event viewer:

1.

Názov chybnej aplikácie: Acrobat.exe, verzia: 25.1.20474.0, časová značka: 0x680abe31
Názov modulu s poruchou: KOAYQJ_U.DLL, verzia: 1.0.0.1, časová značka: 0x4f2f47af
Kód výnimky: 0xc000041d
Odchýlka poruchy: 0x000000000016a3ab
Id poruchového procesu: 0x4B54
Čas spustenia poruchovej aplikácie: 0x1DBD62239E88E96
Cesta k poruchovej aplikácii: C:\Program Files\Adobe\Acrobat DC\Acrobat\Acrobat.exe
Cesta k poruchovému modulu: C:\WINDOWS\system32\spool\DRIVERS\x64\3\KOAYQJ_U.DLL
Id správy: 3bc0575a-716d-48d9-92db-fbbd721087cf
Plný názov chybného balíka:
Identifikátor poruchovej aplikácie vzťahujúci sa na balík:

2.

Chybový sektor 0, typ 4
Názov udalosti: APPCRASH
Odozva: Nie je k dispozícii
Identifikácia kabinetu: 0

Podpis problému:
P1: Acrobat.exe
P2: 25.1.20474.0
P3: 680abe31
P4: KOAYQJ_U.DLL
P5: 1.0.0.1
P6: 4f2f47af
P7: c0000005
P8: 000000000016a3ab
P9:
P10:

What may be wrong and how to repair it?

Report · Jun 05, 2025

Hello @Mil80!

I hope you are doing well, and thanks for reaching out.

You're experiencing a crash in Adobe Acrobat Reader 2025.001.20474 on Windows 11 24H2 when accessing Print > Properties for a specific printer. The crash is tied to the printer driver module:

Faulting module: KOAYQJ_U.DLL
Exception code: 0xc000041d (Unhandled exception)
Crash offset: 0x000000000016a3ab

This strongly suggests that the issue is not with Acrobat itself, but with the printer driver, specifically the KOAYQJ_U.DLL file, which is part of the printer's driver stack.

Update or Reinstall the Printer Driver

Visit the printer manufacturer’s website and download the latest Windows 11-compatible driver.
Uninstall the current driver completely:
- Open Print Management (printmanagement.msc)
- Remove the driver package for the affected printer.
Reinstall the updated driver and test again.

For testing purposes, disable any third-party print management tools or antivirus software temporarily to rule out interference.

Also, check for any pending updates of Acrobat from the Menu > Help > check for updates, install the updates, restart the app and the machine, and try again.

Print as Image (bypass driver UI)

In the Print dialog, click Advanced → check Print As Image → OK → Print.

You can also repair the installation files of Acrobat to clear any lingering corruption. Go to Menu > Help > Repair installation. Reboot the machine and try again.

Let us know how it goes.

Thanks,

Anand Sri.

Report · Jun 10, 2025

Hello @AnandSri,

thank you for answer. I will test your proposals.

One note - this printer is used too with other applications, but crashes are only in Adobe.

Report · Jun 11, 2025

Hello @Mil80!

Of course, I will wait for your response. Please ensure that you download and install the latest driver and firmware for the printer, and then try again. Let us know how it goes.

Thanks,

Anand Sri.

Report · Jun 16, 2025

Dear @AnandSri,

here are testing results.

1. Adobe repaired via recommended menu item + updated to 2025.001.20531,

2. Printer deleted. Installed latest driver.

Testing scenarios and outputs

- File/Print/ click on print button - print out the document without problem,

- File/Print/ click on Properties button - crash Adobe,

- File/Print/ click on "further choices", then enable "Print As Image", OK. Click on Properties (Adobe not crashed) is openned properties of Printer.

Additional notes

- printer options is in other applications not lead to app crash (crash only happened in Adobe Reader).

Hope will be helpful for solve issue.

Thank you.

Report · Jun 17, 2025

Hello @Mil80

Thank you for sharing the additional steps and trying the suggestions.

Could you please create a test user profile with full admin rights, and try the printing? As it appears, the crash when clicking Print > Properties in Adobe Reader is tied to a specific printer driver module (KOAYQJ_U.DLL), not Adobe Reader itself. This DLL is part of the printer’s driver stack, and the crash is triggered when Adobe tries to invoke the printer’s properties dialog.

The current workaround is to use the Print as an Image option. If the issue continues, please collect the print logs from the machine and share them with us for further investigation. First, collect the print logs, then share the logs and the log ID with us. Then, download and run the Log collector tool. Make sure to select all log options and attempt to reproduce the issue. After that, close the Log Collector tool; it will generate the logs along with a log ID. Please share this log ID with us. Also, share the current make and model of the printer, and the driver information.

Also, try connecting with the printer support once, and see if they can help with the printer driver issue.

Thanks,

Anand Sri.