Acrobat Reader crashes when closing documents

[Gerd Selter]

We are using Acrobat Reader x64 2024.002 on on various computers including Server 2016 with Remote Desktop Services / Citrix.

After a document has been closed, the reader crashes:

Application Error, ID: 1000

Name of the faulty application: Acrobat.exe, version: 24.2.20687.0, timestamp: 0x66172090
Name of the faulty module: Acrobat.dll, version: 24.2.20687.0, timestamp: 0x6617208a
Exception code: 0xc0000005
Fehleroffset: 0x00000000008fd107
ID of the faulty process: 0x4f08
Start time of the faulty application: 0x01da9acdd592dd43
Path of the faulty application: C:\Program Files\Adobe\Acrobat DC\Acrobat\Acrobat.exe
Path of the faulty module: C:\Program Files\Adobe\Acrobat DC\Acrobat\Acrobat.dll

We have already uninstalled and reinstalled the program.
The protected view has also been deactivated in the sandbox settings.
The error occurs reproducibly on all servers and all users.

[JR Boulay]

[MOVED TO THE ACROBAT READER DISCUSSIONS]

[Eveline37085827fdve]

We see exactly the same behaviour (on PC's and on RDP sessions on Windows server 2016).
Our systems run mostly with german language (this might be an overlap in setup with Gerd's initial post).
Deinstall und reinstall did not solve the problem.
Any help (from Adobe?) is very much appreciated.

[Eveline37085827fdve]

Observations:
- Crash-reporter of Acrobat Reader does not show it's Window (even when the registry key for it is set to "show")
- Acrobat reader seams to crash only if the pdf document is closed shortly after opening it. After some secunds, there is an advertisement "Gratis 7-Tage Testversion" (free 7 day trial of additional functions) shown in the lower left corner of the tools window. As soon this advertisement is displayed, documents can be closed without crash... ?!?

[Gerd Selter]

I can absolutely confirm this behavior.
We also have no more crashes if we wait until the advertisement appears before closing the document

[Meenakshi Negi]

Hi Gerd Selter,

Thank you for reaching out and reporting this.

The team is working on this. However, to investigate further, the team requires the logs to find the root cause. Please share the logs using the steps suggested in the following help document: https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html. 

Thanks,

Meenakshi

[Gerd Selter]

Unfortunately, neither the Adobe Crash Reporter is displayed nor are files created in the “LocalDumps” folder.
I had already added the registry key “REG ADD HKEY_CURRENT_USER\Software\Adobe\CommonFiles\CRLog /v ‘Never Ask’ /t REG_SZ /d 0” before.
Only the attached screenshot appears twice

[Gerd Selter]

I was able to create a memory dump via the task manager. I can make this available to you

[Rob37177797eg5a]

Sorry I posted reply to user below. I have captured crash logs, only when closing Adobe Acrobat Reader (yes all updates applied, newest installed). When CLOSING Adobe Acrobat Reader, it crashes. How to send logs to Adobe Support? No where mentioned in that link. Thank you! Do we post here?

[AngliaIT]

We are having the exact same issue on Server 2016. I have tried multiple reinstalls and using acrocleaner for a clean uninstall and still experiencing the same behaviour. I have found that it only seems to happen when opening a PDF from a file location. If you open the PDF from inside acrobat reader it won't crash on close. Not really a viable workaround though when our users are opening multiple PDF's every day. 

[Marten37162855atd8]

This is also happening for us. 

[Eveline37085827fdve]

The problem still persists, no update of AcrobatReader so far.

We are able to create crash windows dumps - the problem is, that the dump file is 91MB even ziped (242MB up-ziped)
Any suggestions on how to get the dump to Adobe ?
Any support/update from Adobe would be highly appriciated !

[Rob37177797eg5a]

On that page: How to collect logs when Acrobat crashes, hangs or freezes (adobe.com)

How do we do this:
 Send the Acrobat.exe.dmp or AcroRd32.exe.dmp file to Adobe support.

How do we send the files to Adobe support??

[Gerd Selter · Accepted solution]

Reports of this error are also piling up in a German IT forum "Borns IT- und Windows-Blog".

One user has now published an adjustment in the registration database that should solve this problem.

We have tried this and it works perfectly - the error no longer occurs.

Here is the solution:

Windows Registry Editor Version 5.00

[HKEY_CURRENT_USER\SOFTWARE\Adobe\Adobe Acrobat\DC\AVGeneral]
"iNumReaderLaunches"=dword:00000007
"uWhatsNewExpContentRotation"=dword:00000000
"bEnableAV2"=dword:00000000
"bKeySwitcherRestart"=dword:00000001

[simonm48412567]

I'm sure that the solution above is helpful to a computer savvy human.   How do the rest of us fix the problem?

P.S I am beginning to really dislike adobe acrobat!!!!!

[Gerd Selter]

Enclosed I am sending you the ready-to-use file for customising the registration database. Save the file and change the extension from .txt to .reg, then double-click to open. Confirm the dialogue with "YES". At the end you should receive a positive confirmation that the values have been accepted.

[StoopidMonkey]

Unfortunately even after applying this the problem still persists. This seems to be particularly impacting Windows RDS Servers (2016 in our case). I'm hoping somebody from Adobe can post an update on their investigation into this.

[Soporte5FC3]

It worked it seems

[StoopidMonkey]

Not on Windows Server 2016 RDS servers. I tried all the suggested registry keys and forcing it to use the old UI, it still crashes if you close it quickly. 

[Big379259229d8x]

I tried this solution and combinations of the registry entries. Only one appears to be needed, with this entry but not the other three Adobe Reader does not crash, without this entry it always crashes even with the other three:

Windows Registry Editor Version 5.00

[HKEY_CURRENT_USER\SOFTWARE\Adobe\Adobe Acrobat\DC\AVGeneral]

"bEnableAV2"=dword:00000000

[Soporte5FC3]

Hello, It is happening to me on a computer with Windows 11 and 11, latest version of Adobe Reader, I repaired and reinstalled. I tried this solution manually but it didn't work, some did not appear in the registry.

It is happening to me on a computer with Windows 11 and 11, latest version of Adobe Reader, I repaired and reinstalled. I tried this solution manually but it didn't work, some did not appear in the registry.

Error 05/09/2024 11:28:17 Application Error 1000 (100)

Registration name: Application
Source: Application Error
Date: 05/09/2024 11:28:17
Event ID:1000
Task Category:(100)
Level: Error
Keywords:Classic
User: Not available
Computer: PC-SUPPORT-06
Description:
Failed application name: Acrobat.exe, version: 24.2.20736.0, timestamp: 0x66365a08
Failed module name: Acrobat.dll, version: 24.2.20736.0, timestamp: 0x66365a01
Exception code: 0xc0000005
Error offset: 0x00000000008fbeeb
Errored process identifier: 0x1e80
Erroring application start time: 0x01daa1f336e266e9
Path of the failed application: C:\Program Files\Adobe\Acrobat DC\Acrobat\Acrobat.exe
Failed module path: C:\Program Files\Adobe\Acrobat DC\Acrobat\Acrobat.dll
Report ID: 328f68bb-042d-4138-bf06-776fcfd53cfb
Full name of the errored package:
Relative application identifier of the failed package:
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="2024-05-09T09:28:17.1676238Z" />
<EventRecordID>64689</EventRecordID>
<Correlation />
<Execution ProcessID="0" ThreadID="0" />
<Channel>Application</Channel>
<Computer>PC-SUPPORT-06.</Computer>
<Security />
</System>
<EventData>
<Data>Acrobat.exe</Data>
<Data>24.2.20736.0</Data>
<Data>66365a08</Data>
<Data>Acrobat.dll</Data>
<Data>24.2.20736.0</Data>
<Data>66365a01</Data>
<Data>c0000005</Data>
<Data>00000000008fbeeb</Data>
<Data>1e80</Data>
<Data>01daa1f336e266e9</Data>
<Data>C:\Program Files\Adobe\Acrobat DC\Acrobat\Acrobat.exe</Data>
<Data>C:\Program Files\Adobe\Acrobat DC\Acrobat\Acrobat.dll</Data>
<Data>328f68bb-042d-4138-bf06-776fcfd53cfb</Data>
<Data>
</Data>
<Data>
</Data>
</EventData>
</Event>

[jr_4150]

https://rr.online.church not loading could it be my flashplayer