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Malte36795913ooqf
Participant
April 17, 2024
Answered

after closing adobe reader comes "Not Responding"

  • April 17, 2024
  • 5 replies
  • 18386 views

I currently have the problem that when I open certain files in the adobe reader and then close them again, my adobe reader crashes with the error message "Not Responding".

this occurs since version 24.002.20687 and can be reproduced on different computers i attach a file where the error occurs.

 

 

Thank you very much for your feedback

    This topic has been closed for replies.
    Correct answer tonyt77930250

    Update for the solution, there is another way to solve the issue without rolling back to old version
    After opening Adobe Reader
    Press "Menu"->"Disable new Acrobat Reader"
    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.

    5 replies

    A
    April28456197f72w
    Participant
    April 29, 2024

    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
    Community Manager
    Meenakshi NegiCommunity Manager
    Community Manager
    April 29, 2024

    Hi April28456197f72w,

     

    Thank you for reaching out and reporting this.

     

    The issue has already been reported to the team, and they are working on it.

    To investigate further, the team requires the logs. 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

    D
    Danielle37139425va3v
    Participant
    May 2, 2024

    we are also facing the same issue 

    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: 0xc0000005
    Fault offset: 0x00404d8c
    Faulting process ID: 0x7210
    Faulting application start time: 0x01da9ca4fde8876b
    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: 11e8bbe9-b95c-4061-920b-a56c47aed201
    Faulting package full name:
    Faulting package-relative application ID:

    tonyt77930250
    tonyt77930250
    Participant
    April 19, 2024

    Just tested a bit for this issue. It seems the issue is related to the box "Free 7-day trial" at bottom-left corner.
    If opening a pdf and close it before the box "Free 7-day trial" comes out. It will crash with the error message.
    But if you wait long enough for the box to prompt out, there should be no error message when closing it.

    I have tried changing group policy setting for Adobe Reader in regedit. Although the box "Free 7-day trial" is not up anymore, but it seems that the box is still loaded in backend.
    Which means if I don't wait enough time for it to load in backend. It will still crash.

    I have also tried uninstalling Adobe reader and install 24.001.20604, no such issue in this version.
    Thus, installing old version and stop updating until Adobe fixed the issue can be a temporary solution.
    You can stop auto update by adding 
    reg add "HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Policies\Adobe\Adobe Acrobat\DC\FeatureLockDown" /v bUpdater /t REG_DWORD /d 00000000 /f
    Note:
    My version is 64 bit, if you are using 32 bit Adobe Reader, please try the following instead
    reg add "HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Adobe\Adobe Acrobat\DC\FeatureLockDown" /v bUpdater /t REG_DWORD /d 00000000 /f

      T
      TecnicIT
      Participant
      April 19, 2024

      it's True! the issue is related to the box "Free 7-day trial"

      JR Boulay
      Community Expert
      JR BoulayCommunity Expert
      Community Expert
      April 18, 2024

      [MOVED TO THE ACROBAT READER DISCUSSIONS]

      Acrobate du PDF, InDesigner et Photoshopographe
      A
      Alan36831414ki8h
      Participant
      April 18, 2024

      This seems to be a general problem caused by the latest update to Adobe Reader. If closed again within a few seonds of opening a file, Adobe Reader crashes and gives the Windows stopped responding message. If you wait a few seconds longer before closing the file, it closes normally without crashing. Evidently something in the opening process does not like being terminated. Having looked at similar issues in previous years, I disabled opening cloud files on both pen and save, so that is not the issue. The file concerned is on the local disk. To help you locate the faulting module, I dumped the Windows event error information:

      Log Name: Application
      Source: Application Error
      Date: 18/04/2024 17:52:17
      Event ID: 1000
      Task Category: (100)
      Level: Error
      Keywords: Classic
      User: N/A
      Computer: [Redacted]
      Description:
      Faulting application name: Acrobat.exe, version: 24.2.20687.0, time stamp: 0x66172090
      Faulting module name: Acrobat.dll, version: 24.2.20687.0, time stamp: 0x6617208a
      Exception code: 0xc0000005
      Fault offset: 0x00000000008fd107
      Faulting process ID: 0x1dd0
      Faulting application start time: 0x01da91b0c45e38bb
      Faulting application path: C:\Program Files\Adobe\Acrobat DC\Acrobat\Acrobat.exe
      Faulting module path: C:\Program Files\Adobe\Acrobat DC\Acrobat\Acrobat.dll
      Report ID: e2c61930-5803-42a4-ac9c-c3b22cdd9ddb
      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>
      <Version>0</Version>
      <Level>2</Level>
      <Task>100</Task>
      <Opcode>0</Opcode>
      <Keywords>0x80000000000000</Keywords>
      <TimeCreated SystemTime="2024-04-18T16:52:17.5339493Z" />
      <EventRecordID>488168</EventRecordID>
      <Correlation />
      <Execution ProcessID="0" ThreadID="0" />
      <Channel>Application</Channel>
      <Computer>B8Z5CC2</Computer>
      <Security />
      </System>
      <EventData>
      <Data>Acrobat.exe</Data>
      <Data>24.2.20687.0</Data>
      <Data>66172090</Data>
      <Data>Acrobat.dll</Data>
      <Data>24.2.20687.0</Data>
      <Data>6617208a</Data>
      <Data>c0000005</Data>
      <Data>00000000008fd107</Data>
      <Data>1dd0</Data>
      <Data>01da91b0c45e38bb</Data>
      <Data>C:\Program Files\Adobe\Acrobat DC\Acrobat\Acrobat.exe</Data>
      <Data>C:\Program Files\Adobe\Acrobat DC\Acrobat\Acrobat.dll</Data>
      <Data>e2c61930-5803-42a4-ac9c-c3b22cdd9ddb</Data>
      <Data>
      </Data>
      <Data>
      </Data>
      </EventData>
      </Event>

       

      Meenakshi Negi
      Community Manager
      Meenakshi NegiCommunity Manager
      Community Manager
      April 19, 2024

      Hi Alan36831414ki8h,

       

      Thank you for reaching out.

      Please share the dump files using the steps suggested here: https://helpx.adobe.com/acrobat/kb/acrobat-diagnostics.html. 

      We will get this behavior checked.

       

      Thanks,

      Meenakshi

      Meenakshi Negi
      Community Manager
      Meenakshi NegiCommunity Manager
      Community Manager
      April 17, 2024

      Hi Malte36795913ooqf,

       

      Thank you for reaching out and reporting this issue.

       

      Please share the process dump files using the steps suggested here: https://helpx.adobe.com/acrobat/kb/acrobat-diagnostics.html. Share the OS version on the machine.

      We will get this checked with the team.

       

      Thanks,

      Meenakshi

        M
        Malte36795913ooqfAuthor
        Participant
        April 18, 2024

        Hello, @Meenakshi Negi  

         

        Thanks for the fast rply i did the steps the log id is 58d5e46f-9c03-4696-be8c-956890c78e8a

        OS is Windows Server 2019 Version 1809 Build 17763.5696)

         

        But i also testet it under 

        Windows 11 Version 23H2 Build (22631.3296)

         

        and got the same error 

        H
        Heitor367963133yx2
        Participant
        April 17, 2024
        I am getting the same error, what the event viewer shows me is the following:

        Nombre de la aplicación con errores: AcroRd32.exe, versión: 24.2.20687.0, marca de tiempo: 0x66171c08
        Nombre del módulo con errores: AcroRd32.dll, versión: 24.2.20687.0, marca de tiempo: 0x66171c02
        Código de excepción: 0xc000041d
        Desplazamiento de errores: 0x00404d8c
        Identificador del proceso con errores: 0x3fd0
        Hora de inicio de la aplicación con errores: 0x01da90b649bc17e1
        Ruta de acceso de la aplicación con errores: C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AcroRd32.exe
        Ruta de acceso del módulo con errores: C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AcroRd32.dll
        Identificador del informe: cf27e306-4f09-48b9-8c38-b3a734497f27
        Nombre completo del paquete con errores:
        Identificador de aplicación relativa del paquete con errores:


        I already tried to uninstall, run the cleaner and reinstall, I wanted to download the version to 22 but without success.
        T
        TecnicIT
        Participant
        April 18, 2024

        Hi, 

        we have the same problem with many customers using windows server. 

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