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Adobe acrobat reader crashes on windows terminal server

Community Beginner ,
May 06, 2024 May 06, 2024

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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]

TOPICS
Crash or freeze , PDF and browsers , View PDF , Windows

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Community Expert ,
May 16, 2024 May 16, 2024

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It does not happen for local users?

ABAMBO | Hard- and Software Engineer | Photographer

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Explorer ,
May 16, 2024 May 16, 2024

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

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New Here ,
May 22, 2024 May 22, 2024

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Any update?

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

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Adobe Employee ,
May 29, 2024 May 29, 2024

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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

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New Here ,
Jun 04, 2024 Jun 04, 2024

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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

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New Here ,
Jun 04, 2024 Jun 04, 2024

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Community Beginner ,
Jun 11, 2024 Jun 11, 2024

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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

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Adobe Employee ,
Jun 17, 2024 Jun 17, 2024

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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

 

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Adobe Employee ,
Jun 20, 2024 Jun 20, 2024

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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

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Community Beginner ,
Jul 08, 2024 Jul 08, 2024

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Adobe Employee ,
Sep 30, 2024 Sep 30, 2024

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LATEST

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

Community & Social Consultant | Document Cloud | Adobe

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