Acrobat Reader DC 2019.008.20074 locking up

[alexv65]

I was using Acrobat reader very successfully for many years until a few days ago.

I noticed the PDF logos had changed and assumed an update had been done overnight.

When I tried to open any PDF that was successfully opening a few days ago, Reader stopped responding, locked my PC then Reader shut down and the PC carried on working without any further problems.

I am using Acrobat Reader DC 2019.008.20074. I have tried to update this but there are no more updates and I can no longer open any of my PDFs.

Please help!!!!

Kindest Regards

Alex

[Ayush__Jain]

Hi Alex Venters ,

Sorry for the issue that you are facing while using Adobe Acrobat Reader.

I would request you to kindly share the Crash dumps when Reader Crashes for you.

Here is how you can collect the crash dump :

When Reader Crashes (If you get this error message "Adobe Reader has stopped working") , Can you please share with us the Crash Logs .

For Getting the Crash Logs:

a.      When Acrobat Reader Crashes , Open Windows Task Manager

b.      -> Got To Processes, There you can see a process "Adobe Acrobat Reader DC" / AcroRd32.exe

c.      Right Click on this process and click "Create Dump File"

d.      Dump file will be created in the Temp folder of user (as specified on the dialog you get after creating dump files).

e.      Save this DMP file on any Cloud Storage and Share the link for that with us on mail at ajain@adobe.com

If you Do not get a Acrobat/Reader crash report dialog, we may need to enable Automatic Dump creation for you.

For that,

Create the following registry key :

Windows Registry Editor Version 5.00

[HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\Windows Error Reporting\LocalDumps]

"DumpFolder"=hex(2):43,00,3a,00,5c,00,64,00,75,00,6d,00,70,00,73,00,00,00

"DumpCount"=dword:0000000a

"DumpType"=dword:00000002

1. Create the registry key LocalDumps if it is not present already as mentioned above
2. Reproduce the problem (i.e. make the application crash).
3. Locate the crash dump file in C:\dumps
4. Share the crash dump file.

We will try to analyze your issue on priority once you share this information with us.

Thanks,

Ayush Jain

[alexv65]

Hi Ayush,

Did you get the Dump file?

If so can you let me know what is happening?

Regards

Alex

[Ayush__Jain · Accepted solution]

Hi Alex,

I did not got any Mail from you,

Could you please Resend ?

-Ayush