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gertjang97264521
Participant
October 3, 2018
Question

Adobe Acrobat Reader DC 2019.008.20071 crashes after 15 seconds on RDS farm

  • October 3, 2018
  • 16 replies
  • 28149 views

After the update to the latest version of Acrobat Reader DC the program crashes after 15 seconds. This problem is occurring on multiple session host in our RDS farm.

OS version:     Server 2012R2 latest patch level

Product:          Adobe Acrobat Reader DC 2019.008.20071

At first this problem only seemed to occur only with specific documents. After some testing on multiple machines the application crashes after about 15 second without opening any document. Tested with different users, same result.

The previous version worked without any problems.

The web plugin doesn't seem affected.

Information from the windows error log: (Dutch)

Naam van toepassing met fout: AcroRd32.exe, versie: 19.8.20071.41678, tijdstempel: 0x5ba32fd4

Naam van module met fout: ucrtbase.DLL, versie: 10.0.14393.2247, tijdstempel: 0x5adc1a6f

Uitzonderingscode: 0xc0000409

Foutmarge: 0x000891eb

Id van proces met fout: 0x8ec8

Starttijd van toepassing met fout: 0x01d45a590e836f5b

Pad naar toepassing met fout: C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AcroRd32.exe

Pad naar module met fout: C:\Windows\SYSTEM32\ucrtbase.DLL

Rapport-id: 55927809-c64c-11e8-819a-0050568b66ca

Volledige pakketnaam met fout:

Relatieve toepassings-id van pakket met fout:

Is there a fix availible to fix this problem? a possibility to revert back to the previous version would also be appreciated

Gertjan

This topic has been closed for replies.

16 replies

Show previous replies
M
manu40943568
Participant
October 4, 2018

We had same issue with users on Server 2012 R2 RDS server where their adobe would crash after being open for about 10 sec (The same .dll was reporting the error) and by Disabling "Enable Protection Mode at startup" fixed our issue.

I
ima19263347
Participant
October 5, 2018

Disabling "Enable Protection Mode at startup" corrected the issue for time being on Win 2012 RDS farm but it came back once user log back in. We have 2012-R2 RDS farm with users roaming profile.

H
heathf95796440
Participating Frequently
October 25, 2018

Hi Teresaw35381085,

Crash on launch after 15 seconds is fixed. Crash on launch issue is being investigated .

But your issue seems to be a little different.

Can you please share the crash dump for the crash which occurs after disabling protected mode at startup check box.

For crash dump

Thanks,

Shakti K


when you say, "crash on launch after 15 seconds is fixed," what is the solution? It is not "fixed" for me.

Heath

charmainej51385214
charmainej51385214
Participant
October 4, 2018

I'm experiencing the same issue.  I'm not even sure when Acrobat updated (itself), but between 10/3/2018 and today (10/4/2018) - the program keeps crashing after being open a few seconds, whether a file is open or not.  PLEASE FIX ASAP.

Ayush__Jain
Adobe Employee
Ayush__Jain
Adobe Employee
October 4, 2018

Hi All,

We are investigating this on priority at our end with the Crash dump provided by you all.

We will let you now once we have something further in this Regard.

Thanks

Ayush Jain

S
sws21018232
Participant
October 4, 2018

Hi,

How can I hard disable that the update function stops working. I have disabled the update service and stopped it. But when old rls is installed after couple days its updated again to latest version.

Pls advise asap.

Thanks

J
joshh77856298
Participant
October 3, 2018

I am experiencing the same issue with RDS 2016. I tried to do a clean uninstall and reinstall, but no success. I am in the process of downgrading to 2018.

I
ima19263347
Participant
October 3, 2018

Hi,

After the update to Ver: 2019.008.20071 Acrobat Reader DC crashes after 15 seconds. This problem is occurring on RDS 2012 R2 Farm.

Ayush__Jain
Adobe Employee
Ayush__Jain
Adobe Employee
October 3, 2018

Hi,

Thanks for sharing the dump file with me over the mail,

However this looks like the scenario where a PDF was launched before crash.

Could you please share another Crash dump with me where no pdf is launched and only Reader was launched and Reader crashes after that.

Please share the same at ajain@adobe.com

-Ayush Jain

S
sws21018232
Participant
October 3, 2018

Hi we are running a RDS 2016 FARM and all sessionhosts that have been updated have the same issue. Is there a solutions?

I had to downgrade on all servers and disable the updater.

Ayush__Jain
Adobe Employee
Ayush__Jain
Adobe Employee
October 3, 2018

Hi ,

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

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

Thanks,

Ayush Jain

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