Adobe Reader crashing on Windows Server 2016 remote desktop host

Report · Feb 21, 2019

We have recently installed a new Windows 2016 based terminal server farm.

We installed Adobe Reader DC downloaded from the Adobe website. When we run it, the main window pops up but then it crashes with the message "Adobe Acrobat Reader has stopped working" and then the only option is to click on the close program button.

The event viewer is showing:

Log Name: Application

Source: Application Error

Date: 21/02/2019 23:21:05

Event ID: 1000

Task Category: (100)

Level: Error

Keywords: Classic

User: N/A

Computer: TS2.highgate.local

Description:

Faulting application name: AcroRd32.exe, version: 19.10.20098.54430, time stamp: 0x5c6af49e

Faulting module name: AcroRd32.dll, version: 19.10.20098.54430, time stamp: 0x5c6af491

Exception code: 0xc0000005

Fault offset: 0x009a3528

Faulting process id: 0xc960

Faulting application start time: 0x01d4ca3c1a9a18b4

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: b90e616b-394b-4a81-a92d-50898492d1a9

Faulting package full name:

Faulting package-relative application ID:

What I have found is if I log in and get a temporary profile (I can make this happen by logging in to 2 servers with the same username) then it does not crash.

Note I can't go into options to try some of the fixes I have seen on the Internet because it crashes before then.

I have been struggling with this for a week and tried various reinstalls etc.

Thanks

Report · Feb 24, 2019

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