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Binex IT
Binex IT
Participant
October 22, 2024
Question

Acrobat Reader Keeps Crashing For Many Users

  • October 22, 2024
  • 1 reply
  • 2250 views

Hi Adobe team,

 

Our users have been reporting that Adobe Reader constantly crashes when they open PDF files as shown below:

 

Is there a way to identify why this issue keeps occuring for our users?

 

Thank you!

    This topic has been closed for replies.

    1 reply

    A
    Adobe Employee
    Aakash Deep
    Adobe Employee
    October 23, 2024

    Hi @Binex IT,

     

    Please share the dumps for further investigation. Please refer: https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html for the same.

     

    -Aakash

    B
    bayron_0989
    Participant
    October 24, 2024

    Hi @Binex IT and @Aakash Deep , I also wanted to share some light into this.

    I am one of the IT administrators in our company, and we received several reports (Windows 10 and 11, different Builds) that for a few days now Adobe Reader hangs when opening simple documents, after further investigation, we believe the issue has to do with the latest continues update 24.003.20180 (it could be that Windows Updates also triggered this).

    If we revert back to full installer 24.003.20112 then everything seems to be fine.

    Perhaps this helps try to determine the root cause of this issue.

    Looking forward to any findings, advice or suggestions..

    B
    bayron_0989
    Participant
    October 24, 2024

    Hi @Binex IT / @bayron_0989 ,

    Could you please share the dmp files with me as well for further investigation?


    @Aakash Deep ,

    does this help? The .DMP are quite huge, so I am using WinDbg, but I am not sure this is what you need.

    For analysis of this file, run !analyze -vntdll!NtSignalAndWaitForSingleObject+0x14:
00007fff`bbb10be4 c3              ret
0:000> !analyze -v
*******************************************************************************
*                                                                             *
*                        Exception Analysis                                   *
*                                                                             *
*******************************************************************************


KEY_VALUES_STRING: 1

    Key  : Analysis.CPU.mSec
    Value: 859

    Key  : Analysis.Elapsed.mSec
    Value: 153821

    Key  : Analysis.IO.Other.Mb
    Value: 23

    Key  : Analysis.IO.Read.Mb
    Value: 1

    Key  : Analysis.IO.Write.Mb
    Value: 35

    Key  : Analysis.Init.CPU.mSec
    Value: 171

    Key  : Analysis.Init.Elapsed.mSec
    Value: 165975

    Key  : Analysis.Memory.CommitPeak.Mb
    Value: 115

    Key  : Analysis.Version.DbgEng
    Value: 10.0.27725.1000

    Key  : Analysis.Version.Description
    Value: 10.2408.27.01 amd64fre

    Key  : Analysis.Version.Ext
    Value: 1.2408.27.1

    Key  : Failure.Bucket
    Value: BREAKPOINT_80000003_Acrobat.exe!Unknown

    Key  : Failure.Hash
    Value: {93d36f07-284b-be90-3583-ac922ef1ffd8}

    Key  : Timeline.OS.Boot.DeltaSec
    Value: 9309

    Key  : Timeline.Process.Start.DeltaSec
    Value: 29

    Key  : WER.OS.Branch
    Value: vb_release

    Key  : WER.OS.Version
    Value: 10.0.19041.1

    Key  : WER.Process.Version
    Value: 24.3.20180.0


FILE_IN_CAB:  Acrobat (5).DMP

NTGLOBALFLAG:  0

APPLICATION_VERIFIER_FLAGS:  0

EXCEPTION_RECORD:  (.exr -1)ExceptionAddress: 0000000000000000
   ExceptionCode: 80000003 (Break instruction exception)
  ExceptionFlags: 00000000
NumberParameters: 0

FAULTING_THREAD:  00000a28

PROCESS_NAME:  Acrobat.exe

ERROR_CODE: (NTSTATUS) 0x80000003 - {EXCEPTION}  Breakpoint  A breakpoint has been reached.

EXCEPTION_CODE_STR:  80000003

STACK_TEXT:  
000000b2`b29deae8 00007ff7`9a4dafcd     : 00000000`5a576e40 00007ff7`9a4dad9a 000000b2`b29debc9 00000000`5a37cd57 : ntdll!NtSignalAndWaitForSingleObject+0x14
000000b2`b29deaf0 00007ff7`9a4ef5a5     : 00000000`00000000 00000243`f4d5f0c0 00000243`00000000 00000243`f4d5f0c0 : Acrobat_exe!sidestep::PreamblePatcher::PatchNearJumpOrCall+0x1679d
000000b2`b29deb70 00007ff7`9a5db96f     : 000000b2`b29dec90 00000000`00000000 00000000`00000000 000002a7`017c8a8e : Acrobat_exe!GetHandleVerifier+0x12a85
000000b2`b29debd0 00000000`5b6b2e1c     : 00000000`0000000f 000002a7`017c8dae 00000000`00000000 00000000`5a48b88a : Acrobat_exe!CreateCoreWebview2EnvironmentSandbox+0x7ccf
000000b2`b29dec80 00000000`5b60a491     : 00000243`f5362490 00000243`f21058e0 00000243`00000000 00000000`00000061 : Acrobat!AIDE::PixelPartInfo::PixelPartInfo+0x87f2ec
000000b2`b29dece0 00000000`5af5ab50     : 00000000`00000000 000000b2`b29deec9 00000243`ef1dec98 00000243`f1f3bc00 : Acrobat!AIDE::PixelPartInfo::PixelPartInfo+0x7d6961
000000b2`b29ded20 00000000`5a576ee8     : 00000243`f5353740 00000000`59fd0358 00000243`ef439150 00000243`ef1dec98 : Acrobat!AIDE::PixelPartInfo::PixelPartInfo+0x127020
000000b2`b29ded50 00000000`5a032257     : 00000243`ef439150 000000b2`b29deec9 00000243`ef1dec98 00000243`ef1dec98 : Acrobat!DllCanUnloadNow+0x59d1d8
000000b2`b29dedb0 00000000`5a02fa08     : 00000243`ef439150 00000243`ef1dec98 00000243`f4e75590 00000243`ef439180 : Acrobat!DllCanUnloadNow+0x58547
000000b2`b29dee20 00000000`5a02edf4     : 00000000`00060c00 00000000`00000000 00000000`000000b1 00000243`ef1dec20 : Acrobat!DllCanUnloadNow+0x55cf8
000000b2`b29def30 00000000`5a02e1f0     : 00000000`000004d3 00000000`000000b1 000000b2`b29defc0 00000000`00000113 : Acrobat!DllCanUnloadNow+0x550e4
000000b2`b29def60 00000000`59fa6000     : 00000243`ef24c180 00000000`00000113 00000000`00000000 00000000`00000000 : Acrobat!DllCanUnloadNow+0x544e0
000000b2`b29defd0 00007fff`ba7bef5c     : 00000000`00000001 000000b2`b29df3f0 00000000`00060c00 00000000`00060c00 : Acrobat!AIDE::AIDEFormatType::operator=+0x670
000000b2`b29df020 00007fff`ba7be684     : 00000000`00000000 00000000`59fa5d50 000000b2`b2b8d800 00000000`00000000 : user32!UserCallWinProcCheckWow+0x50c
000000b2`b29df1b0 00000000`5a265518     : 00000000`59fa5d50 00000000`00000000 00000243`eab813a0 00000243`eab813a0 : user32!DispatchMessageWorker+0x494
000000b2`b29df230 00000000`5a26499c     : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : Acrobat!DllCanUnloadNow+0x28b808
000000b2`b29df280 00000000`5a26486d     : 00000243`eab813a0 00000000`00000001 00000000`5e1d0000 00007ff7`9a4c0000 : Acrobat!DllCanUnloadNow+0x28ac8c
000000b2`b29df350 00000000`59f97cd9     : 00000000`00000001 000000b2`b29df3f0 00000000`00000000 00000243`eab813a0 : Acrobat!DllCanUnloadNow+0x28ab5d
000000b2`b29df380 00000000`59f93918     : 00000000`00000000 00000000`00000000 000000b2`b29df9d0 000000b2`b29df9d0 : Acrobat!AcroWinMainSandbox+0x4539
000000b2`b29df430 00007ff7`9a737f8a     : 00000000`59ab0000 00000000`59f937a0 000000b2`b29df9b0 000000b2`b29df9d0 : Acrobat!AcroWinMainSandbox+0x178
000000b2`b29df8b0 00007ff7`9a7ed6d2     : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : Acrobat_exe!CreateCoreWebview2EnvironmentSandbox+0x1642ea
000000b2`b29dfe20 00007fff`ba207374     : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : Acrobat_exe!AcroRd32IsBrokerProcess+0x26e22
000000b2`b29dfe60 00007fff`bbabcc91     : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : kernel32!BaseThreadInitThunk+0x14
000000b2`b29dfe90 00000000`00000000     : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : ntdll!RtlUserThreadStart+0x21


STACK_COMMAND:  ~0s; .ecxr ; kb

SYMBOL_NAME:  acrobat_exe+1679d

MODULE_NAME: Acrobat_exe

IMAGE_NAME:  Acrobat.exe

FAILURE_BUCKET_ID:  BREAKPOINT_80000003_Acrobat.exe!Unknown

OS_VERSION:  10.0.19041.1

BUILDLAB_STR:  vb_release

OSPLATFORM_TYPE:  x64

OSNAME:  Windows 10

IMAGE_VERSION:  24.3.20180.0

FAILURE_ID_HASH:  {93d36f07-284b-be90-3583-ac922ef1ffd8}

Followup:     MachineOwner

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