Adobe Reader has stopped working

[Kenneth36807374uhce]

Log Name:      Application

Adobe Reader keeps crashing after an update on 04/12/2024.

How can I resolve this issue?

Source:        Application Error

Date:          4/16/2024 4:54:23 PM

Event ID:      1000

Task Category: (100)

Level:         Error

Keywords:      Classic

User:          N/A

Computer:      RDS.domain.com

Description:

Faulting application name: AcroRd32.exe, version: 24.2.20687.0, time stamp: 0x66171c08

Faulting module name: AcroRd32.dll, version: 24.2.20687.0, time stamp: 0x66171c02

Exception code: 0xc000041d

Fault offset: 0x00404d8c

Faulting process id: 0x8074

Faulting application start time: 0x01da904038013197

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: 9ece0810-29e2-467c-942d-390c34d91fac

Faulting package full name:

Faulting package-relative application ID:

Event Xml:

<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">

  <System>

    <Provider Name="Application Error" />

    <EventID Qualifiers="0">1000</EventID>

    <Level>2</Level>

    <Task>100</Task>

    <Keywords>0x80000000000000</Keywords>

    <TimeCreated SystemTime="2024-04-16T20:54:23.487735300Z" />

    <EventRecordID>1382329</EventRecordID>

    <Channel>Application</Channel>

    <Computer>RDS.domain.com</Computer>

    <Security />

  </System>

  <EventData>

    <Data>AcroRd32.exe</Data>

    <Data>24.2.20687.0</Data>

    <Data>66171c08</Data>

    <Data>AcroRd32.dll</Data>

    <Data>24.2.20687.0</Data>

    <Data>66171c02</Data>

[Stopler36824465nuem]

Same issue here on 2 different locations.
It is only on RDS servers for now. 
We can open a pdf but when closing adobe reader it crashes. 

RDS + Adobe reader 24.002.20687 : r/sysadmin (reddit.com) Here is the same issue I did not test it jet. But it seems to be related to the lates version of Adobe Reader.
I hope Adobe can solve this soon.

[Erik23194271748m]

I just wanted to bump this, so that hopefully someone from Adobe can assist or at least bring this to the development teams attention. Thanks for the reddit post!

[dssd368945362fdb]

We are struggling with the same problem here. We operate 10 RDS servers and distribute the applications via Citrix. For some time now, users have been reporting crashes when closing PDF documents. Does anyone have an idea? Latest Adobe version and Windows Server 2016

[Игорь36925507pnca]

Подтверждаю проблему.

[Meenakshi Negi]

Hi All,

Thank you for reaching out.

We are trying to get this checked. Could you please share the process dumps so we can share them with the team for investigation? You may collect the process dumps using the steps suggested here: https://adobe.ly/3xSl7OA.

Thanks,

Meenakshi

[Kenneth36807374uhce]

Where should I send the results of diagnostic?

[Kenneth36807374uhce]

Disregard previous message.  Log has been sent to Adobe for review.

[StoopidMonkey]

Kenneth did they get back to you on this yet?

[Kenneth36807374uhce]

No reply from Adobe.  They asked for more logs but I don't know where to send them.

[tonyt77930250]

Same issue as
https://community.adobe.com/t5/acrobat-reader-discussions/after-closing-adobe-reader-comes-quot-not-...

Cause:
The issue is related to the box "Free 7-day trial" at bottom-left corner. If waiting long enough for the box to prompt out, reader should not be crashed. If closing reader before it prompt, reader will crash.
Adding the key bDontShowMsgWhenViewingDoc=0 in registry will not help fixing the issue. Thus, it is something backend related to that box caused the issue.
This issue only happen in 24.002.20687, rolling back to 24.001.20643 and adding bUpdater=0 in registry can be one of the temporary solutions

Workaround to solve issue without rolling back to previous version of Adobe Reader:
After opening Adobe Reader
Press "Menu"->"Disable new Acrobat"
After Adobe Reader restarted, the issue should be solved.
But this setting does not apply to all users in the same PC, you need to set it if another new user login to the same PC.

If you want to change back the UI some days later (after Adobe fixed the bug)
You can find "Enable new Acrobat Reader" in "View"

[ArshanskiyAV]

Thanks, we have the same problem on our server with Server 2016 (RDP). Hope this solution helps us.

[Kenneth36807374uhce]

For further context on this issue.

What does not work:

Reinstalling Adobe to an older

Reinstalling Adobe to a new version

Making changes to the registry

[Leah27089202nyn4]

Bump! Glad I'm not alone! 

Event Viewer:

- <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
- <System>
<Provider Name="Application Error" Guid="{a0e9b465-b939-57d7-b27d-95d8e925ff57}" />
<EventID>1000</EventID>
<Version>0</Version>
<Level>2</Level>
<Task>100</Task>
<Opcode>0</Opcode>
<Keywords>0x8000000000000000</Keywords>
<TimeCreated SystemTime="2024-04-26T16:53:41.4725380Z" />
<EventRecordID>22455</EventRecordID>
<Correlation />
<Execution ProcessID="26456" ThreadID="21332" />
<Channel>Application</Channel>
<Computer>X</Computer>
<Security UserID="S-1-12-1-X" />
</System>
- <EventData>
<Data Name="AppName">Acrobat.exe</Data>
<Data Name="AppVersion">24.2.20687.0</Data>
<Data Name="AppTimeStamp">66172090</Data>
<Data Name="ModuleName">Acrobat.dll</Data>
<Data Name="ModuleVersion">24.2.20687.0</Data>
<Data Name="ModuleTimeStamp">6617208a</Data>
<Data Name="ExceptionCode">c000041d</Data>
<Data Name="FaultingOffset">00000000008fd107</Data>
<Data Name="ProcessId">0x5fac</Data>
<Data Name="ProcessCreationTime">0x1da97fa47940aac</Data>
<Data Name="AppPath">C:\Program Files\Adobe\Acrobat DC\Acrobat\Acrobat.exe</Data>
<Data Name="ModulePath">C:\Program Files\Adobe\Acrobat DC\Acrobat\Acrobat.dll</Data>
<Data Name="IntegratorReportId">d666fd47-10b0-4070-aa18-a0d0fa081aa6</Data>
<Data Name="PackageFullName" />
<Data Name="PackageRelativeAppId" />
</EventData>
</Event>

[April28456197f72w]

Is there an update to this? We have deployed Adobe Reader auto update through Intune and the latest update causes app crashing unexpectedly. We need a automated permanent fix to 200+ machines currently experiencing the issue. We cant connect individually to each machine as the number of infected machine is huge. Thank you.

[Meenakshi Negi]

Hi April28456197f72w

Thank you for reaching out and reporting this.

The team is working on this. However, to investigate further, the team requires the logs to find the root cause. Please share the logs using the steps suggested in the following help document: https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html. 

Thanks,

Meenakshi

[Kenneth36807374uhce]

@Meenakshi Negi I sent in my log a couple of days ago

[Meenakshi Negi]

Hi Kenneth36807374uhce,

Could you please share fresh logs using the steps mentioned here: https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html?

The team has checked the process dumps. However, that does not provide the required information.

We will be waiting for your response.

Thanks,

Meenakshi

[Kenneth36807374uhce]

How can I share my logs with you without posting them here?  

[StoopidMonkey]

@Meenakshi Negi Where can we send crash dumps and logs related to this case? Since this is the free version of Adobe Reader my impression is that we can't open a case with phone or chat support, only via messages on these forums. Let us know if this is incorrect.
Tagging @Kenneth36807374uhce 

[Kenneth36807374uhce]

@MeenakshiNegi any updates?  Where do I send my logs?

[Meenakshi Negi]

Hi StoopidMonkey and Kenneth36807374uhce,

Thank you for sharing the information.

You may either share the link to the logs file here or send it in a private message. You may initiate a private message using the envelope icon at the top right corner of this community page.

Let us know if you need any help.

Thanks,

Meenakshi

[Kenneth36807374uhce]

Logs have been sent

[StoopidMonkey]

@Meenakshi Negi Have you had any luck parsing through those log files? I'm being asked daily if there's any updates as this is impacting our medical practice.

[StoopidMonkey]

Hi @Meenakshi Negi , just seeing if there has been any progress or at least if you are able to confirm on your end that the issue is still persisting on Windows RDS Servers with the latest version.
@Kenneth36807374uhce