Participating Frequently

Question

Adobe Reader DC Crashing with event Exception code: 0xc0000005 Fault offset: 0x0004260e

Forum|Forum|4 years ago
July 1, 2021
2 replies
25868 views

Log Name: Application
Source: Application Error
Date: 1-7-2021 15:24:08
Event ID: 1000
Task Category: (100)
Level: Error
Keywords: Classic
User: N/A
Computer: HWUN041.d30.intra
Description:
Faulting application name: AcroRd32.exe, version: 21.5.20048.43252, time stamp: 0x60b07f3e
Faulting module name: AcroRd32.exe, version: 21.5.20048.43252, time stamp: 0x60b07f3e
Exception code: 0xc0000005
Fault offset: 0x0004260e
Faulting process id: 0x24670
Faulting application start time: 0x01d76e5f08e52c7a
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.exe
Report Id: 46e6625a-da52-11eb-83c9-9cdc71c74f43

Action taken:

Reinstalled with the latest version.

Tried various crash-based articles from Adobe & Google.

Workaround:

Reverted back to Adobe Reader 11 [old] version.

Please suggest the cause based on event logs.

Crash or freeze

A

ADOBY SUCKS

New Participant

Still doing it in September 2025.

Maybe the devs should spend more time doing proper UAT before a PROD release, instead of adding Outlook plugins that you never asked for, are impossible to remove as they removed the "disable" option, and are just plainly annoying.

Typical bloatware path that most software companies go down, where the devs have to come up with new features that nobody wants so they keep their jobs.

Amal.

Community Manager

Hi Sajid

Hope you are doing well and sorry to hear that the application is crashing with Exception code: 0xc0000005 and the only workaround is reverting to older version.

Would you mind sharing the workflow/steps you did that leads you to application crashing?

Please try to create a new test user profile with full admin rights in Windows and try using Acrobat Reader DC there and check.

If it still doesn't work, Please remove the application using the Acrobat Cleaner Tool - https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html , reboot the computer once and reinstall the application using the link - https://get.adobe.com/reader/enterprise/

Regards

Amal

S

sajid ali98C6Author

Participating Frequently

Thank you for your response and time.

We have checked and found that your proposed fix are not working even with the latest available Adobe reader DC version.

We have done Adobe S/W cleaup and also checked with elevated rights.

Could you please check and confirm what exactly the problem based on logs we shared.

We have few test machines where it is working without any problem, but some machines which are just getting hung.

Could you please also propose any further guidelines on this like pre-requisites etc.

Thanks.

Regards,

Sajid Ali

Amal.

Community Manager

Hi Team,

Thanks for your reply.

We have problem with all the servers where this app is installed.

The issue we observed, we disabled Windows Error reporting services on few servers - and for that reason we were not receiving any errors in Adobe DC, so we thought something is different on those machine as compared to working one.

However we reverted our changes for Windows error reporting , we enabled it back on all the servers. All the servers now reporting issue with Adobe DC.

So we can mention that - it is not specific to Windows server patches or anything with OS.

Could you revisit the error message as posted in the main post and could you come back with some fix / workaround.

To be specific, we are from AkzoNobel and there are other registered products we are already using like PDF Exchange. However this is the free product so thats the reason we are posting here.

Thanks.

Regards,

Sajid Ali

Hi there

We are sorry for the delay in response.

We need some more information as below:

1. Please confirm the version of the Adobe Acrobat Reader DC you are using? To check the version go to Help > About Acrobat

2. What is the server OS version you are using?

3. Pleae collect the crash logs as described in the help page https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html and share the log file with us as described in the help page - https://helpx.adobe.com/document-cloud/help/sharing-pdfs.html

Regards

Amal

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