Adobe Acrobat Reader version: 22.1.20085.0 Blacks out, Whites out, or crashed intermittently.

[JEcho]

I have Adobe Reader installed on servers accessed by many users.  Intermittently when they open a PDF the whole window will go all white, all black, or crash ~ 10 seconds after opening.  The program is installed on Windows Server 2016, and has already been uninstalled and reinstalled multiple times across 9 servers that are having the issue on and off.  The error from windows event viewer is below:

Faulting application name: AcroRd32.exe, version: 22.1.20085.0, time stamp: 0x621fcc7a
Faulting module name: AcroRd32.dll, version: 22.1.20085.0, time stamp: 0x621fcc76
Exception code: 0xc000041d
Fault offset: 0x00524154
Faulting process id: 0x2f30
Faulting application start time: 0x01d84d9a98085666
Faulting application path: C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AcroRd32.exe
Faulting module path: C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AcroRd32.dll
Report Id: 9fad3c6b-bcc4-438b-8a7f-2e3d1be9dbd3
Faulting package full name:
Faulting package-relative application ID:

[Amal.]

Hi there

Hope you are doing well and sorry to hear that. As described the application is crashing Intermittently when opening the PDF file.

Is this an issue with a particular PDF file or with all the PDFs that you try to open? Please try with a different PDF file and check.

Also, please go through the help page https://helpx.adobe.com/acrobat/kb/acrobat-dc-crashes-on-windows-os.html and see if that works for you.

Regards

Amal

[JEcho]

Hello Amal,

The behavior does not happen every time.  As the PDFs are being accessed through a virtual environment, many users are accessing the same servers.  I’ve had 6-7 users reporting the issue intermittently across 9 servers.  What we are seeing is that PDFs open fine most of the time, but once Adobe crashes, blacks out or whites out, then the user gets the same behavior until resetting their profile.  I have already rebooted all of the servers, uninstalled Adobe, reinstalled Adobe and repaired it but the issue continues to return.  On the server I can see the error below.

Faulting application name: AcroRd32.exe, version: 22.1.20117.0, time stamp: 0x624e8042

Faulting module name: Comctl32.dll, version: 6.10.14393.4169, time stamp: 0x5ff78b1f

Exception code: 0xc000041d

Fault offset: 0x00052461

Faulting process id: 0x5b58

Faulting application start time: 0x01d84e7153dcc079

Faulting application path: C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AcroRd32.exe

Faulting module path: C:\Windows\WinSxS\x86_microsoft.windows.common-controls_6595b64144ccf1df_6.0.14393.4169_none_c58df2c997bddaf8\Comctl32.dll

Report Id: ebbc2f8e-a729-4a01-84f7-6a9ddeef3c32

Faulting package full name:

Faulting package-relative application ID:

I did find that help page during my research, the only step I wasn’t able to try was the acrodist as no such application was available.

Regards,

[Amal.]

Hi there

We are sorry to hear that.

A new version of Acrobat/Reader DC is now available 22.120117, please try to update the application from the help menu > check for updates and reboot the computer once and see if that helps.

You may also download the patch manually from the link https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/index.html

Regards

Amal

[JEcho]

Hello Amal,

I found that the application was crashing because there is apparently a requirment for protected mode to be disabled.  After enabling the GPO, the crashing has stopped however the blacking out on PDFS (multiple users and multiple PDFs) is still happening.  I have upgraded to the latest version of Adobe and am testing both 64 bit as well as 32 bit.

[Amal.]

Hi there

We are sorry to hear that.

Would you mind sharing a small video recording of the same for a better understanding? Also please collect the Adobe CC Logs https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html, Procmon logs https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html  and share them via document cloud https://acrobat.adobe.com/link/home/ for further investigation.

Regards

Amal

[JR Boulay]

MOVED TO THE ACROBAT READER FORUM

[Kenneth36807374uhce]

I am having the same issue with the latest version 24.002.20687.  If this issue has a resolution where can I find it

[Amal.]

Hi there

Would you mind sharing the logs, as requested in an earlier message, so we can narrow down the issue further?

~Amal