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GPatt8697
GPatt8697
Participant
March 30, 2020
Question

Problem Event Name: BEX : AdobeCollabSync.exe

  • March 30, 2020
  • 1 reply
  • 3263 views

We have had a Continual issue with only one user,

If we delete

D:\Users\Gregp\AppData\Local\Adobe

Adobe will work for a few days weeks etc... it seems like one of the users Adobe files is possible corrupt and when that file opens it corrupts the AppData\local\adobe area?

Problem signature:
  Problem Event Name:                        BEX
  Application Name:                             AdobeCollabSync.exe
  Application Version:                           20.6.20042.43423
  Application Timestamp:                     5e615309
  Fault Module Name:                          StackHash_5861
  Fault Module Version:                        0.0.0.0
  Fault Module Timestamp:                  00000000
  Exception Offset:                                PCH_78_FROM_ntdll+0x0003C7EC
  Exception Code:                                  c0000005
  Exception Data:                                   00000008
  OS Version:                                          6.3.9600.2.0.0.16.7
  Locale ID:                                             1033
  Additional Information 1:                  5861
  Additional Information 2:                  5861822e1919d7c014bbb064c64908b2
  Additional Information 3:                  5f25
  Additional Information 4:                  5f2531ae070278f893fa99352dadd49e

Problem signature:
  Problem Event Name:                        BEX
  Application Name:                             AdobeCollabSync.exe
  Application Version:                           20.6.20042.43423
  Application Timestamp:                     5e615309
  Fault Module Name:                          StackHash_5861
  Fault Module Version:                        0.0.0.0
  Fault Module Timestamp:                  00000000
  Exception Offset:                                PCH_78_FROM_ntdll+0x0003C7EC
  Exception Code:                                  c0000005
  Exception Data:                                   00000008
  OS Version:                                          6.3.9600.2.0.0.16.7
  Locale ID:                                             1033
  Additional Information 1:                  5861
  Additional Information 2:                  5861822e1919d7c014bbb064c64908b2
  Additional Information 3:                  5f25
  Additional Information 4:                  5f2531ae070278f893fa99352dadd49e

Problem signature:
  Problem Event Name:                        BEX
  Application Name
  Application Version:                           19.12.20036.14839
  Application Timestamp:                     5d41e603
  Fault Module Name:                          StackHash_5861
  Fault Module Version:                        0.0.0.0
  Fault Module Timestamp:                  00000000
  Exception Offset:                                PCH_ED_FROM_ntdll+0x0003C7EC
  Exception Code:                                  c0000005
  Exception Data:                                   00000008
  OS Version:                                          6.3.9600.2.0.0.16.7
  Locale ID:                                             1033
  Additional Information 1:                  5861
  Additional Information 2:                  5861822e1919d7c014bbb064c64908b2
  Additional Information 3:                  5f25
  Additional Information 4:                  5f2531ae070278f893fa99352dadd49e
This topic has been closed for replies.

1 reply

ls_rbls
Community Expert
ls_rblsCommunity Expert
Community Expert
April 2, 2020

Hi,

 

See if this Microsoft guidance helps: https://answers.microsoft.com/en-us/ie/forum/all/stopped-working-fault-module-name-stackhash5861/6dee7c5a-84c0-47d3-98eb-6cc84dca184c

 

https://steamcommunity.com/app/397550/discussions/1/490123197939038719/

 

See if the suggestion of turning on or off data execution preventions alleviates the issue.

GPatt8697
GPatt8697Author
Participant
April 7, 2020

No this did not work! 

ls_rbls
Community Expert
ls_rblsCommunity Expert
Community Expert
April 7, 2020

Ok, I just noticed in your screenshot that the user's Adobe Collaboration Synchronizer file version on that particular computer is behind a few updates since August 2019.   

 

19.12.20036.14839

 

 

According to the release notes the most current and latest planned version update for Acrobat Pro DC should be  20.006.20042.

 

In a Windows 10 machine, when you right-click on AdobeCollabSync.exe, and select the Details tab,  this same info should look like 20.6.20042.43423.

 

AdobeCollabSync.exe can be found in this path:

 

C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader

 

Note that this file is also used by Acrobat and is  found C:\Program Files (x86)\Adobe\Acrobat DC\Acrobat

 

Are you able to confirm if applying these updates could alleaviate the issue?

 

Seems that there could be a conflict if a product was uninstalled/reinstalled before without removing old traces of software with a cleaning tool. But I may be wrong...just speculating here.

 

However, if you already have applied the updates in that computer just skip to this micrososft techNet guidance: https://social.technet.microsoft.com/Forums/en-US/3932e3eb-c034-4eb7-aa06-4a0a8e6ea493/fault-module-namestackhash0a9e?forum=w7itprogeneral

 

Your log shows an error with : 

 

Fault Module Name:                          StackHash_5861

 

 

In my opinion, This may or may not be related to Data Execution Prevention (DEP) being enforced in a MS Windows machine, but it is worth giving it  a shot.

 

If the problem persists after the updates are applied you may need to turn on data  execution prevention for all programs and services, and include the faulty application to the list (which in this case we suspect is Acrobat.exe per se  but more specifically 

 

AdobeCollabSync.exe

 

according to your crashlog.

 

If you follow this troubleshooting approach is very important to note that you have a two different products using their own AdobeCollabSync.exe file. So, you may have to include both of the paths that corresponds with  Acrobat and Reader respectively in the DEP. 

 

 

Last, you can always try Help, ---> Repair Installation, then apply updates.

 

 

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