Adobe Reader DC has errors and crashes with Windows Server 2012 R2

[saege23]

We recently installed Adobe Reader DC version of Adobe on our Windows Server 2012 R2 servers and are having issues since the launch. Few of the issues we have seen are as follows:

1. This version is a bit clunky and hangs.
2. Has a lot of pop-up boxes that appears each time I open a document.
3. Each time I open a document there is a Welcome pop-up box
4. It is a bit slow to respond between clicks
5. If I click on any options like File. The application hangs and then crashes. (see attached crash message)

Any help to resolve this would be helpful.

Thank you

[rogeriorro]

Thank you! 2020 and you help to fix my problem.

[stmasi]

My issue is similar, but not exactly the same. On a host of Windows 7, 8.1, and 10 machines, Adobe Acrobat Reader DC crashes immediately when attempting to launch Acrobat Reader DC, whether it's launching the application directly or via opening a PDF...

The corresponding application event log entry shows:

Source:  Application Error

Event ID:  1000

Level:  Error

Description:

Faulting application name: AcroRd32.exe, version: 15.7.20033.2203, time stamp: 0x5507d7da

Faulting module name: unknown, version: 0.0.0.0, time stamp: 0x00000000

Exception code: 0xc0000005

Fault offset: 0x08012688

Faulting process id: 0x31e0

Faulting application start time: 0x01d2920fde354398

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

Faulting module path: unknown

Report Id: 1c2596e4-fe03-11e6-82d0-7446a091a280

Faulting package full name:

Faulting package-relative application ID:

I have gone through the process of uninstalling and reinstalling and utilizing the cleaner tool as well, but always end up with the same results...a non-functional application.

Please advise.

Thank you.

[tinaf63556761]

where do I go to create these files?

[Jennings_W__Smith_Trust]

I am not as Tech Savvy as this post implies...  Every time I attempt to edit a signed document, the signatures become unreadable, which does me no good.  How do I edit a signed page without this occurring??  Thank you!

[adrianl2203]

I've tried all suggested solutions and we still have users experiencing the issue, are there any more potential causes or suggested fixes?

Windows Server 2012 R2

Please help

Adrian

[AnandSri]

Hello Adrianl,

We're sorry for the trouble you had, the issue is already reported to the Engineering team and they are working on a fix on high priority, a fix has been identified and undergoing internal validations. We will share an update as soon as it is publically available.

Thanks for your time and patience on this.

Regards,

Anand Sri.

[adrianl2203]

Hi,

Has there been any updates on this, my users are experiencing regular crashes.

Regards

Adrian

[eldin.didic]

Hi Anand,

Just removed Reader XI in favour of Reader DC on 2012 R2 RDS session hosts with the exact same issue/crash on launch. All suggested fixes have not seemed to have resolved the crashes.

Hope that internal validation is not too far away now!

Cheers mate,

Eldin

[Guest]

PLEASE HELP..

I am also getting the same error on RDS windows 2012r2.

Registry key below but error prevails,

HKEY_CURRENT_USER\Software\Adobe\Acrobat Reader\DC\Privileged 

Also, added plus re-install the acrobat multiple times but the error persist.

Problem signature:

  Problem Event Name:    APPCRASH

  Application Name:    AcroRd32.exe

  Application Version:    19.10.20069.49826

  Application Timestamp:    5c1a86ce

  Fault Module Name:    AcroRd32.dll

  Fault Module Version:    19.10.20069.49826

  Fault Module Timestamp:    5c1a86c2

  Exception Code:    c0000005

  Exception Offset:    00999413

  OS Version:    6.3.9600.2.0.0.16.7

  Locale ID:    1033

  Additional Information 1:    ac05

  Additional Information 2:    ac0507478d1c5bd693cfc4fe3987e900

  Additional Information 3:    ac05

  Additional Information 4:    ac0507478d1c5bd693cfc4fe3987e900

Read our privacy statement online:

  http://go.microsoft.com/fwlink/?linkid=280262

If the online privacy statement is not available, please read our privacy statement offline:

  C:\Windows\system32\en-US\erofflps.txt

[AnandSri]

Hi Sold,

The issue is addressed in the latest available patch of Adobe Acrobat/Reader 19.010.20069 Out of cycle update, January 03, 2019 — Release Notes for Acrobat DC Products

But as you mentioned that you have the latest version of Adobe Reader and still crashes.

Please collect the crash logs of the machine on which you are facing this issue. I have shared the steps to collect the log files by direct/private message, please check your email inbox and share the logs in the same private message How Do I Send Private Message

Thanks,

Anand Sri.

[Guest]

Hello AnandSri,

Could you please share with me how to extract the crash log files or where is it located.

Sincerely,

Sol Dumago

[Personal info removed by Mod: Phone number, email id, address]

[marcos52314485]

Hi AnandSri,

we have the same problem in our Windows 2012 R2 Terminalserver Environment.

Just a few users are affected.

I tried to find out what the difference is between the affected users and users that are not affected (I compared files and folders in %APPDATA% directory) but I could not find any difference.

We also have version 19.010.20069 installed.

Marco

Problemsignatur:

  Problemereignisname:    APPCRASH

  Anwendungsname:    AcroRd32.exe

  Anwendungsversion:    19.10.20069.49826

  Anwendungszeitstempel:    5c1a86ce

  Fehlermodulname:    AcroRd32.dll

  Fehlermodulversion:    19.10.20069.49826

  Fehlermodulzeitstempel:    5c1a86c2

  Ausnahmecode:    c0000005

  Ausnahmeoffset:    00044da7

  Betriebsystemversion:    6.3.9600.2.0.0.16.7

  Gebietsschema-ID:    1031

  Zusatzinformation 1:    5861

  Zusatzinformation 2:    5861822e1919d7c014bbb064c64908b2

  Zusatzinformation 3:    cf36

  Zusatzinformation 4:    cf36081a72a7bcd56a8f49a13f7fa781

[barlis400]

Same problem for a few weeks, Windows 2012 R2 Standard Terminal Server, not all users having the issue, since mid January.  Version 19.010.20069 installed.

Problem signature:

  Problem Event Name: APPCRASH

  Application Name: AcroRd32.exe

  Application Version: 19.10.20069.49826

  Application Timestamp: 5c1a86ce

  Fault Module Name: AcroRd32.dll

  Fault Module Version: 19.10.20069.49826

  Fault Module Timestamp: 5c1a86c2

  Exception Code: c0000005

  Exception Offset: 00c1d6af

  OS Version: 6.3.9600.2.0.0.16.7

  Locale ID: 1033

  Additional Information 1: bb02

  Additional Information 2: bb02835c8f4ed4b01f224455851ae346

  Additional Information 3: 6620

  Additional Information 4: 662023cc8f02305e75ab09de4fb63a5c

Some of our Windows 7 Enterprise laptops had the same issue, but randomly resolved themselves within the same week of the problem happening.

[alainak285391]

My organization is having the same issue. Is there a fix for this?

[AnandSri]

Hello Alainak,

I am sorry for the trouble, what is the current version of Adobe Reader installed? To identify, refer to Identify the product and its version for Acrobat and Reader DC

Collect the crash logs on which Adobe Reader is crashing and share it in the direct/private message. I have shared the steps to collect the log files in private/direct message, please check your inbox.

Thanks,

Anand Sri.

[Lubitueh]

This is how we solved it in our organization

went to

C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader

opened welcome.pdf in that folder so we could enter Adobe Acrobat Reader without it crashing (I have no idea what sense this makes so if somebody from support could elucidate me).

Then we went to Security (enchanced) and took out the marker for:

Enable protected mode at startup

Enable enhanced security.

Et voila it works AKA stopped crashing.

[marcos52314485]

For me it seems like a workaround, not like a solution.

The protected mode is a security feature, that protects from compromised pdf files, isn't it?

[AnandSri]

Hi All,

I am sorry for the delayed response and inconvenience caused , I have shared the steps to collect the log files by private/direct message, please check email inbox and share the logs in the same direct message.

Thanks for your time and patience thus far.

Regards,

Anand Sri.