Adobe acrobat reader crashes on windows terminal server

[Radim372075861tw7]

Hi, here's a crash log:

Log Name:      Application 
 Source:        Application Error 
 Date:          5/6/2024 3:42:20 PM 
 Event ID:      1000 
 Task Category: (100) 
 Level:         Error 
 Keywords:      Classic 
 User:          N/A 
 Computer:      ZAM-PRG-Server2.zeitgeist.local 
 Description: 
 Faulting application name: Acrobat.exe, version: 24.2.20736.0, time stamp: 0x66365a08 
 Faulting module name: Acrobat.dll, version: 24.2.20736.0, time stamp: 0x66365a01 
 Exception code: 0xc0000005 
 Fault offset: 0x00000000008fbeeb 
 Faulting process id: 0x35c8 
 Faulting application start time: 0x01da9fbb360613b0 
 Faulting application path: C:\Program Files\Adobe\Acrobat DC\Acrobat\Acrobat.exe 
 Faulting module path: C:\Program Files\Adobe\Acrobat DC\Acrobat\Acrobat.dll 
 Report Id: be2f2718-0884-4595-9112-ce8b2cc56ea4 
 Faulting package full name:  
 Faulting package-relative application ID: 

We tried to reinstall it but it's still crashing. It happens when you open the file and close it immediately. There's a lot of users who just check the files quickly so it's an issue... Can anyone help?

[moderator corrected HTML formatting error]

[Abambo]

It does not happen for local users?

[StoopidMonkey]

No, this particualr behavior seems to be centred on Windows RDS (Remote Desktop Services) Session Hosts.

[usconnectS]

Any update?

We can confirm that this is indeed the case on all terminal server machines.

[Amal.]

Hi there

Hope you are doing well.

What is the version of the OS and the Acrobat DC you are using? To check the version go to Help > About Acrobat and make sure you have the recent version 24.02.20759 installed. Go to Help > Check for updates and reboot the computer once.

Also collect the Crash/freeze logs https://adobe.ly/4aD5OXv and share them via any cloud storage. Just upload the log file to the cloud and generate the link and share that link with us for further investigation.
 
Regards
Amal

[Erich37825482kqb7]

Hi Amal,

We have the same problem on windows server 2019, version 1809 (Build 17763.5830) with remote desktop services. We get the crash with the 32-bit-version AND the 64-bit-version of acrobat reader (currently version 2024.002.20759). Here your have a dumpfile: https://www.dropbox.com/scl/fi/xjcq1veychreu9ntwh3vp/Acrobat.zip?rlkey=46t9ubx7vvjd3tclwz2u12zpz&st=...

Regards,

Erich

[Erich37825482kqb7]

sorry: new downloadlink: https://www.dropbox.com/scl/fi/3ywo1iuopzec4hcl2mmm9/Acrobat.zip?rlkey=5vfm2gu6ygy900mg5r7m9dakx&st=...

[Radim372075861tw7]

Dear Amal,

Acrobat version is 2024.002.20759 (actual)

OS is Windows Server 2016, version 1607 (Build 14393.6897)

There is no change since the original post. Acrobat keeps crashing.

Crash log: https://www.dropbox.com/scl/fi/t4a7qow0nnho6j8x1j9pe/Acrobat.exe-1-.22176.dmp?rlkey=tt21mr4hck8r1jqb...  Let me know if you need anything else.

Kindest regards

[Amal.]

Hi there

Thanks for sharing the logs,

I have shared them with the engineering team for review. We will hare the update as soon as we get any information.

Thanks for your understanding

~Amal

[Amal.]

Hi @Radim372075861tw7 

Hope you are doing well. A similar issue got fixed with the new release of Acrobat version 24.02.20857. Please update the application from the help menu > check for updates and reboot the computer once and see if that works.

Let us know how it goes

~Amal

[Radim372075861tw7]

Thank you Amal!

We have version 2024.002.20895 already and it still keeps crashing. Here are some new logs:

https://www.dropbox.com/scl/fi/uy2ug83ym44u980xj2qna/Acrobat.exe.26044.zip?rlkey=sqgjeqrnui6go8j2hc9...

https://www.dropbox.com/scl/fi/pl8zoj1avtbldgpdctbmc/Acrobat.exe.23192.zip?rlkey=763gdv8x508farqd35b...

https://www.dropbox.com/scl/fi/t2qtjwptkifsgnqjn2etp/Acrobat.exe.1768.zip?rlkey=hddje9m5nh4cl4xy3rr0...

Please let me know if you find out anything.

Kindest regards

Vaclav

[S. S]

Hi @Radim372075861tw7

Would you mind updating the app to the latest version (2024.003.20112) and letting us know if the issue persists?

Thanks,

Souvik

[S. S]

@Radim372075861tw7 Chiming in to check if you experience the crash in the latest version of the application (2024.004.20220).

If yes, would you mind joining a call with me, and our devs for a better understanding and further troubleshooting? Please let me know, and I'll share a link so you can schedule a call at your convenience.

-Souvik