Acrobat has been crashing recently when I open a PDF

[Swinster]

I have only recently (and on multiple PCs) had an issue with Acrobat Reader viewing PDF. I have installed and re-installed Acrobat Reader with no improvement.

Even viewer shows:

Faulting application name: Acrobat.exe, version: 25.1.20435.0, time stamp: 0x67d2292d
Faulting module name: windows.storage.dll, version: 10.0.26100.3624, time stamp: 0xb11ef560
Exception code: 0xc0000409
Fault offset: 0x0000000000632fec
Faulting process id: 0x18CC
Faulting application start time: 0x1DBA6E76E2568CD
Faulting application path: C:\Program Files\Adobe\Acrobat DC\Acrobat\Acrobat.exe
Faulting module path: C:\WINDOWS\SYSTEM32\windows.storage.dll
Report Id: 89565edd-d815-483d-b53c-e6109b5e0bd5
Faulting package full name:
Faulting package-relative application ID:

[gauravs43202023]

Hello Swinster,

Thanks for reporting the issue.

Can you please share the crash logs with us ??

Pls follow the steps mentioned in https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html 

Go to section Collecting logs when Acrobat/Reader crashes -> On Windows -> 

Using Windows error reporting to collect Acrobat/Reader crash dumps

[Swinster]

Thanks gauravs43202023

I cannot attach a dmp or zip file here, so hopefully this link will work for you (will expire tomorrow)

https://swinster.quickconnect.to/d/s/12t1bdO7C0XwaUn2YrQRVrjniqVFPoZq/qn7S0dPdd3EGhHtevhR-m6ybQNxn-H...

[gauravs43202023]

The link shared by you has expired.

Can you please put your dump/zip here https://drive.google.com/drive/folders/1zOW9MPs5_ib6a-v61Fp_nmMDIhC3bQ_h?usp=drive_link ??

[Swinster]

Done 🙂

[Swinster]

@gauravs43202023 any thoughts on this? 

[gauravs43202023]

We have already forwarded the issue to engineering team and they are investigating the cause. Will keep you updated.

[gauravs43202023]

@Swinster  Can you please uninstall / disable Aspera Connect software on your machine and check if it resolves the issue ??

[Swinster]

@gauravs43202023 - This is a great find. Indeed. Uninstalling Aspera and Acrobat doesn't crash. Of course, the big question is why? This client is required by our platform to upload files. Typically, we can't even use a new version of the client at present as it incompatiable with the backend system. 

Can you tell me what pointed the team to this conclusion, and have they come across a workaround that involves continuing to use Aspera?

[Swinster]

@gauravs43202023 I can confirm that removing the IBM Aspera client on multiple machines resolved the problem on each. Do you have any clue why this might be the case? 

As mentioned, unfortunately, this client is not optional. 

[gauravs43202023]

Sorry for contacting after weeks. To deep dive into the cause, can you please mention the step-by-step workflow you perform on Aspera ?? It will be helpful if you can share screenshots/video of your workflow on this software.