Acrobat error when closing a PDF

[tcbep2]

I just upgraded a couple workstations in our institution to Windows 10 Pro 1809 from 1709 to test the new OS version. Users are getting an error when closing a PDF document viewed from the internet or outlook. Shared drives seem to be OK. I narrowed it down to protected mode after troubleshooting and searching for similar issues online. If I disable protected mode Reader does not error out. I can't leave it disabled due to the type of data we handle.

I tried to repair Reader, and reinstall it. I removed the Adobe folders located under Appdata in an attempt to remove stale files. I swapped windows.storage.dll with a known working file. DISM /Online /Cleanup-Image /CheckHealth did not report any issues. An SFC scan on one PC found duplicate permissions which were corrected. I tried to disable Bitdefender, and even uninstalled it to test. Despite all this the issue remains.

Does anyone have any recommendations?

Adobe Acrobat Reader DC (19.010.20098)

Faulting application name: AcroRd32.exe, version: 19.10.20098.54430, time stamp: 0x5c6af49e

Faulting module name: windows.storage.dll, version: 10.0.17763.168, time stamp: 0x0b8e7c00

Exception code: 0xc0000005

Fault offset: 0x00232c21

Faulting process id: 0x1028

Faulting application start time: 0x01d4cedc499180c8

Faulting application path: C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AcroRd32.exe

Faulting module path: C:\WINDOWS\System32\windows.storage.dll

Report Id: 207b4bdc-b34b-4c8c-b5e4-6ff4e86dd39c

Faulting package full name:

Faulting package-relative application ID:

[tcbep2]

I generated a dump file that I'd like to provide to a staffer.

[philk20894436]

I'm having precisely the same issue.  We access our SharePoint Online sites via Windows Explorer and I think it may be related to that specific type of access may be exacerbating the issue for us.  I have not disabled Protected Mode, but like @tcbep2, I don't see that as a solution even if it does relieve us of the crashes.

Faulting application name: AcroRd32.exe, version: 19.10.20098.54430, time stamp: 0x5c6af49e

Faulting module name: windows.storage.dll, version: 10.0.17763.168, time stamp: 0x0b8e7c00

Exception code: 0xc0000005

Fault offset: 0x00232c21

Faulting process id: 0x3c0

Faulting application start time: 0x01d4d3666455030f

Faulting application path: C:\Program Files (x86)\Adobe\Acrobat DC\Acrobat\AcroRd32.exe

Faulting module path: C:\WINDOWS\System32\windows.storage.dll

Report Id: 62c1988e-8407-441a-ab6b-44203606d623

Faulting package full name:

Faulting package-relative application ID:

[ace10]

We are experiencing the same on Win 10 1809, in our case it happens very randomly when closing PDFs:

Faulting application name: AcroRd32.exe, version: 19.10.20098.54430, time stamp: 0x5c6af49e

Faulting module name: windows.storage.dll, version: 10.0.17763.348, time stamp: 0x62f7e287

Exception code: 0xc0000005

Fault offset: 0x00233747

Faulting process id: 0x1100

Faulting application start time: 0x01d4e54cdd28ad4a

Faulting application path: C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AcroRd32.exe

Faulting module path: C:\WINDOWS\System32\windows.storage.dll

Report Id: 4b3ddbdf-a4f7-479b-b6c5-004f890200de

Faulting package full name:

Faulting package-relative application ID:

[eeeeeeeeeeeeeeeeeeeeeee4]

Getting the same crashes on a windows 7 machine with similarbehavior.

Should be noted, this is the first google response to the crash.

[AnandSri]

Hi!

The new version of Acrobat and Reader DC is available, please install the latest patch from help menu>select check for updates, reboot the machine and check the functionality.

You may also download and install the latest patch from DC Release Notes — Release Notes for Acrobat DC Products

Thanks,

Anand Sri.

[tcbep2]

Hello,

Unfortunately, we're still seeing the error after updating. I'd be happy to supply a dump file and logs.

Faulting application name: AcroRd32.exe, version: 19.10.20099.60178, time stamp: 0x5c993e0a

Faulting module name: windows.storage.dll, version: 10.0.17763.348, time stamp: 0x62f7e287

Exception code: 0xc0000005

Fault offset: 0x0013f7f9

Faulting process id: 0x2e20

Faulting application start time: 0x01d4f0a4dd00c715

Faulting application path: C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AcroRd32.exe

Faulting module path: C:\WINDOWS\System32\windows.storage.dll

Report Id: dabe04d0-4f6a-471f-8779-f5db6e5489b0

Faulting package full name:

Faulting package-relative application ID:

[christianj59290353]

Hi,

I can confirm that the newer Version 19.10.20099.xxxxx got the same issue:

Name der fehlerhaften Anwendung: AcroRd32.exe, Version: 19.10.20099.60178, Zeitstempel:0x5c993e0a

Name des fehlerhaften Moduls: windows.storage.dll, Version: 10.0.17763.404, Zeitstempel: 0x280438db

Ausnahmecode:0xc0000005

Fehleroffset:0x002337b1

ID des fehlerhaften Prozesses: 0xcd0

Startzeit der fehlerhaften Anwendung: 0x01d4fb5477a60650

Pfad der fehlerhaften Anwendung: C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AcroRd32.exe

Pfad des fehlerhaften Moduls: C:\WINDOWS\System32\windows.storage.dll

Berichtskennung: 6f43b89e-78d4-4b26-bde8-6eeef335de94

Vollständiger Name des fehlerhaften Pakets:

Anwendungs-ID, die relativ zum fehlerhaften Paket ist:

System Info:

Windows 10 Enterprise/Pro, 1709 and 1809 with up to date Windows Updates

[tcbep2]

Upgrading to Windows 1903 seems to have resolved the issue.