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defaultawx2kq52c8lj
Inspiring
August 26, 2021
Answered

Acrobat (Reader) crashes when opening menu items

  • August 26, 2021
  • 3 replies
  • 3936 views

Acrobat crashes whenever I open a menu item. Cannot print, view preferences, Generate system report, etc. It will let me select and run the Repair Installation but it does not resolve the issue.

I've uninstalled and reinstalled multiple times. I've ran AdobeAcroCleaner_DC2021.exe and WiseCare365_5.8.4.578 after uninstalling and before reinstalling Acrobat.

For readability, I attached a text file with everything I think I tried. The screen show shows Acrobat's version.

 

[Post moved to the Reader forum, and title edited to reflect the actual application name. -Mod.]

This topic has been closed for replies.
Correct answer defaultawx2kq52c8lj

Success!!! Went to ftp://ftp.adobe.com/pub/adobe/reader/win/ and installed an older version. Not sure why none of the experts on the Adobe Support Community or at AdobeIncCare@outlook.com are bright enough to make that suggestion. This issue is now resolved for me (but probably not for Adobe since there are probably problems with the newer version running on the latest Windows platform).

3 replies

D
defaultawx2kq52c8ljAuthorCorrect answer
Inspiring
September 1, 2021

Success!!! Went to ftp://ftp.adobe.com/pub/adobe/reader/win/ and installed an older version. Not sure why none of the experts on the Adobe Support Community or at AdobeIncCare@outlook.com are bright enough to make that suggestion. This issue is now resolved for me (but probably not for Adobe since there are probably problems with the newer version running on the latest Windows platform).

try67
try67
Community Expert
September 1, 2021

Because those people are scammers, pretending to be from Adobe, not real Adobe employees!

I really hope you didn't give them access to your machine or any sensitive details, such as passwords or credit-card numbers. If you did, change them immediately and contact your bank!

    D
    defaultawx2kq52c8ljAuthor
    Inspiring
    September 1, 2021

    No, I did not give anybody on the community site or elsewhere access to my computer. I figured the issue out on my own without any help from anybody. Sad to hear the Adobe community site is riddled with scammers. Thanks for the warning.

    try67
    try67
    Community Expert
    August 30, 2021

    This is Acrobat Reader, not Acrobat... A small, but very important, difference.

    D
    defaultawx2kq52c8ljAuthor
    Inspiring
    August 30, 2021

    I was not aware of the difference. Now I'm curious if the error messages the same for both. I originally posted a lot of info listing the application name (AcroRd32.exe) and the error from the event log.

    Faulting application name: AcroRd32.exe, version: 21.5.20060.50737, time stamp: 0x60fbae33
    Faulting module name: Msftedit.dll, version: 10.0.19041.789, time stamp: 0x5bb532b5
    Exception code: 0xc0000005
    Fault offset: 0x0009d3f2
    Faulting process id: 0x1c94
    Faulting application start time: 0x01d79a9e67c82442
    Faulting application path: C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AcroRd32.exe
    Faulting module path: C:\WINDOWS\SYSTEM32\Msftedit.dll
    Report Id: f5e6dd47-4d06-4a90-8102-3d8362a08bf0
    Faulting package full name:
    Faulting package-relative application ID:

    - System
    - Provider
    [ Name] Application Error
    - EventID 1000
    [ Qualifiers] 0
    Version 0
    Level 2
    Task 100
    Opcode 0
    Keywords 0x80000000000000
    - TimeCreated
    [ SystemTime] 2021-08-26T16:35:20.9817500Z
    EventRecordID 25970
    Correlation
    - Execution
    [ ProcessID] 0
    [ ThreadID] 0
    Channel Application
    Computer MySystem
    Security

    EventData
    AcroRd32.exe
    21.5.20060.50737
    60fbae33
    Msftedit.dll
    10.0.19041.789
    5bb532b5
    c0000005
    0009d3f2
    1c94
    01d79a9e67c82442
    C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AcroRd32.exe
    C:\WINDOWS\SYSTEM32\Msftedit.dll
    f5e6dd47-4d06-4a90-8102-3d8362a08bf0

    Amal.
    Community Manager
    Amal.Community Manager
    Community Manager
    August 26, 2021

    Hi there

     

    Hope you are doing well and sorry for the trouble. As described the application is crashing when you try to open the menu items and you have tried most of the troubleshooting steps with no luck.

     

    Please try to reset the Acrobat preferences as described in the help page https://community.adobe.com/t5/acrobat/how-to-reset-acrobat-preference-settings-to-default/td-p/4792082 and see if that works

     

    You may also try to create a new test user profile with full admin right in Windows and try using the application there and check.

     

    Regards

    Amal

    D
    defaultawx2kq52c8ljAuthor
    Inspiring
    August 26, 2021

    In the path, "C:\Users\<different users>\AppData\Roaming\Adobe\Acrobat\DC" I do not see a folder named Preferences. I have also tried Acrobat in another user's Admin account and another that is a standard account. In both of those accounts, they also do not show a Preferences folder. In the standard account, there is nothing in the DC folder but in the admin account where I installed Acrobat I have several files and folders (see Acrobat folders.jpg).

    Amal.
    Community Manager
    Amal.Community Manager
    Community Manager
    August 27, 2021

    Hi there

     

    We are sorry to hear that. clik on the Windows file explorer and in the address bar on top type or copy paste the address (C:\Users\[username]\AppData\Roaming\Adobe\Acrobat\DC)
    Note: In place of user name type your name as it appear on your system.

     

    Please check the screenshot below:

     

     

     

     

     

     

     

     

    Regards

    Amal

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