Adobe Reader crashes for an end-user. "Faulting application name: RdrCEF.exe".

Report · Jul 30, 2024

I can't find an official support channel at all, so I'm posting here. There is an end user in my domain who is experiencing crashes w/ Adobe every now and then. In her event viewer is,

"Faulting application name: RdrCEF.exe, version: 24.2.20933.0, time stamp: 0x668ee8a3
Faulting module name: KERNELBASE.dll, version: 10.0.19041.4648, time stamp: 0xc655de20
Exception code: 0xc06d007e
Fault offset: 0x00140d72
Faulting process id: 0x3c3c
Faulting application start time: 0x01dae2b46467f159
Faulting application path: C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\acrocef_1\RdrCEF.exe
Faulting module path: C:\WINDOWS\System32\KERNELBASE.dll
Report Id: c8d78f49-6e05-4352-a19d-d1a791bf3e15
Faulting package full name:
Faulting package-relative application ID: "

I have tried deleting Reader completely w/ BCUninstaller and then reinstalling the application. Did not work. I tried adding an exclusion to the Adobe folder in my edr's exclusions list. Did not work. The user does have Acrobat X installer on their PC, but I'm not sure if that has anything to do with these crashes. I also have crash dumps, but I didn't realize I have no one to submit them to when I enabled them... No official support channel after all.

Not really sure what to do here. Any advice is welcome. No one else in the domain is experiencing issues w/ Adobe Reader.

It is completely up-to-date.

Report · Jul 31, 2024

Hi Tony414,

Thank you for reaching out.

Please try updating the application to the latest version. In the application, go to Menu > Help > Check for updates.

If the user still gets the error, try the troubleshooting steps suggested here: https://adobe.ly/4fpghJQ.

You may also try reinstalling the application using the steps suggested below:

-Remove the application and run the cleaner tool (https://adobe.ly/4ftRCUk).
-Reboot the machine
-Install Adobe Acrobat Reader from the following page: https://adobe.ly/46uIFpZ;

If the issue still occurs, collect the crash dumps using the steps suggested here: https://adobe.ly/46uIFGv, and share them with us.

Let us know how it goes.

Thanks,

Meenakshi