Acrobat Reader Keeps Crashing For Many Users

Report · Oct 22, 2024

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!

Report · Oct 23, 2024

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

-Aakash

In Response To Aakash Deep · Oct 23, 2024

Hi Aakash,

Here is the dump file.

For analysis of this file, run !analyze -vntdll!NtSignalAndWaitForSingleObject+0x14:
00007ff8`ddab3964 c3              ret
0:000> !analyze -v
*******************************************************************************
*                                                                             *
*                        Exception Analysis                                   *
*                                                                             *
*******************************************************************************


KEY_VALUES_STRING: 1

    Key  : Analysis.CPU.mSec
    Value: 1125

    Key  : Analysis.Elapsed.mSec
    Value: 6781

    Key  : Analysis.IO.Other.Mb
    Value: 8

    Key  : Analysis.IO.Read.Mb
    Value: 0

    Key  : Analysis.IO.Write.Mb
    Value: 42

    Key  : Analysis.Init.CPU.mSec
    Value: 234

    Key  : Analysis.Init.Elapsed.mSec
    Value: 25737

    Key  : Analysis.Memory.CommitPeak.Mb
    Value: 117

    Key  : Analysis.Version.DbgEng
    Value: 10.0.27704.1001

    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: 2178

    Key  : Timeline.Process.Start.DeltaSec
    Value: 22

    Key  : WER.OS.Branch
    Value: ni_release

    Key  : WER.OS.Version
    Value: 10.0.22621.1

    Key  : WER.Process.Version
    Value: 24.3.20180.0


FILE_IN_CAB:  Acrobat[1].DMP

NTGLOBALFLAG:  0

APPLICATION_VERIFIER_FLAGS:  0

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

FAULTING_THREAD:  00005dac

PROCESS_NAME:  Acrobat.exe

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

EXCEPTION_CODE_STR:  80000003

STACK_TEXT:  
000000b2`c3efe978 00007ff7`688eafcd     : 00000000`73526e40 00007ff7`688ead9a 000000b2`c3efea59 00000000`7332cd57 : ntdll!NtSignalAndWaitForSingleObject+0x14
000000b2`c3efe980 00007ff7`688ff5a5     : 00000000`00000000 000001c2`5fc64ff0 000001c2`00000000 000001c2`5fc64ff0 : Acrobat_exe!sidestep::PreamblePatcher::PatchNearJumpOrCall+0x1679d
000000b2`c3efea00 00007ff7`689eb96f     : 000000b2`c3efeb20 00000000`00000000 00000000`00000000 0000c8e1`f8bbe9be : Acrobat_exe!GetHandleVerifier+0x12a85
000000b2`c3efea60 00000000`74662e1c     : 00000000`0000000f 0000c8e1`f8bbeade 00000000`00000000 00000000`7343b88a : Acrobat_exe!CreateCoreWebview2EnvironmentSandbox+0x7ccf
000000b2`c3efeb10 00000000`745ba491     : 000001c2`5c7384b0 000001c2`5f6c93d0 000001c2`00000000 00000000`0000004d : Acrobat!AIDE::PixelPartInfo::PixelPartInfo+0x87f2ec
000000b2`c3efeb70 00000000`73f0ab50     : 00000000`00000000 000000b2`c3efed59 000001c2`5979bd68 000001c2`5b713670 : Acrobat!AIDE::PixelPartInfo::PixelPartInfo+0x7d6961
000000b2`c3efebb0 00000000`73526ee8     : 000001c2`5c6a9280 00000000`72f80358 000001c2`5b757f70 000001c2`5979bd68 : Acrobat!AIDE::PixelPartInfo::PixelPartInfo+0x127020
000000b2`c3efebe0 00000000`72fe2257     : 000001c2`5b757f70 000000b2`c3efed59 000001c2`5979bd68 000001c2`5979bd68 : Acrobat!DllCanUnloadNow+0x59d1d8
000000b2`c3efec40 00000000`72fdfa08     : 000001c2`5b757f70 000001c2`5979bd68 000001c2`5c69f940 000001c2`5b757fa0 : Acrobat!DllCanUnloadNow+0x58547
000000b2`c3efecb0 00000000`72fdedf4     : 000001c2`5f66dcc0 00000000`00000000 00000000`0000007e 000001c2`5979bcf0 : Acrobat!DllCanUnloadNow+0x55cf8
000000b2`c3efedc0 00000000`72fde1f0     : 00000000`000004d3 00000000`0000007e 000000b2`c3efee50 00000000`00000113 : Acrobat!DllCanUnloadNow+0x550e4
000000b2`c3efedf0 00000000`72f56000     : 000001c2`596d1310 00000000`00000113 00000000`00000000 00000000`00000000 : Acrobat!DllCanUnloadNow+0x544e0
000000b2`c3efee60 000001c2`554283f1     : 00000000`00000000 000000b2`c3eff250 00000000`80000012 00000000`80000012 : Acrobat!AIDE::AIDEFormatType::operator=+0x670
000000b2`c3efeeb0 000001c2`55427eb1     : 00000000`00000000 00000000`72f55d50 00000000`0007155a 000000b2`c3eff148 : user32!UserCallWinProcCheckWow+0x2d1
000000b2`c3eff010 00000000`73215518     : 000000b2`c3eff148 00000000`00000000 00000000`00000000 000001c2`59776a70 : user32!DispatchMessageWorker+0x1f1
000000b2`c3eff090 00000000`7321499c     : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : Acrobat!DllCanUnloadNow+0x28b808
000000b2`c3eff0e0 00000000`7321486d     : 000001c2`59776a70 00000000`00000001 00000000`77180000 00007ff7`688d0000 : Acrobat!DllCanUnloadNow+0x28ac8c
000000b2`c3eff1b0 00000000`72f47cd9     : 00000000`00000001 000000b2`c3eff250 00000000`00000000 000001c2`59776a70 : Acrobat!DllCanUnloadNow+0x28ab5d
000000b2`c3eff1e0 00000000`72f43918     : 00000000`00000000 00000000`00000000 000000b2`c3eff830 000000b2`c3eff830 : Acrobat!AcroWinMainSandbox+0x4539
000000b2`c3eff290 00007ff7`68b47f8a     : 00000000`72a60000 00000000`72f437a0 000000b2`c3eff810 000000b2`c3eff830 : Acrobat!AcroWinMainSandbox+0x178
000000b2`c3eff710 00007ff7`68bfd6d2     : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : Acrobat_exe!CreateCoreWebview2EnvironmentSandbox+0x1642ea
000000b2`c3effc80 00007ff8`dc1d257d     : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : Acrobat_exe!AcroRd32IsBrokerProcess+0x26e22
000000b2`c3effcc0 00007ff8`dda6af08     : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : kernel32!BaseThreadInitThunk+0x1d
000000b2`c3effcf0 00000000`00000000     : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : ntdll!RtlUserThreadStart+0x28


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:  10.0.22621.1

BUILDLAB_STR:  ni_release

OSPLATFORM_TYPE:  x64

OSNAME:  Windows 10

IMAGE_VERSION:  24.3.20180.0

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

Followup:     MachineOwner
---------

Please let me know if anything else is needed.

Thank you!

In Response To Aakash Deep · Oct 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..

In Response To bayron_0989 · Oct 24, 2024

Hi @Binex IT / @bayron_0989 ,

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

In Response To Aakash Deep · Oct 24, 2024

@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

In Response To bayron_0989 · Oct 24, 2024

Hey @bayron_0989 ,

I'll need the whole DMP file.

Can you create a shared link and share it me?

In Response To Aakash Deep · Oct 25, 2024

@Aakash Deep , here you go just make sure to change the file Type from Acrobat(...).txt to .DMP and AdobeARM.txt to .log

https://acrobat.adobe.com/id/urn:aaid:sc:EU:13951f61-267c-46ff-97e2-17e5cd312f60
https://acrobat.adobe.com/id/urn:aaid:sc:EU:5c39d0a7-4a85-4fc9-8f28-612f345d9b6c
https://acrobat.adobe.com/id/urn:aaid:sc:EU:0d0481bf-af48-45ef-8222-8dbe7791cb4b
https://acrobat.adobe.com/id/urn:aaid:sc:EU:5075c228-83ce-4f22-a9b0-234625f07bb1
https://acrobat.adobe.com/id/urn:aaid:sc:EU:47a87666-a9e0-4740-8fb5-472cccd23314

Adobe Community

Acrobat Reader Keeps Crashing For Many Users