• Global community
    • Language:
      • Deutsch
      • English
      • Español
      • Français
      • Português
  • 日本語コミュニティ
    Dedicated community for Japanese speakers
  • 한국 커뮤니티
    Dedicated community for Korean speakers
Exit
3

after closing adobe reader comes "Not Responding"

New Here ,
Apr 17, 2024 Apr 17, 2024

Copy link to clipboard

Copied

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

TOPICS
Crash or freeze , General troubleshooting

Views

5.5K

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines

correct answers 1 Correct answer

Community Beginner , Apr 22, 2024 Apr 22, 2024

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.

Votes

Translate

Translate
New Here ,
Apr 17, 2024 Apr 17, 2024

Copy link to clipboard

Copied

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.

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Beginner ,
Apr 18, 2024 Apr 18, 2024

Copy link to clipboard

Copied

Hi, 

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

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Employee ,
Apr 17, 2024 Apr 17, 2024

Copy link to clipboard

Copied

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

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
New Here ,
Apr 18, 2024 Apr 18, 2024

Copy link to clipboard

Copied

Hello, @MeenakshiNegi  

 

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 

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Expert ,
Apr 18, 2024 Apr 18, 2024

Copy link to clipboard

Copied

[MOVED TO THE ACROBAT READER DISCUSSIONS]

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
New Here ,
Apr 18, 2024 Apr 18, 2024

Copy link to clipboard

Copied

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>

 

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Employee ,
Apr 18, 2024 Apr 18, 2024

Copy link to clipboard

Copied

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

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Beginner ,
Apr 19, 2024 Apr 19, 2024

Copy link to clipboard

Copied

hi, 

Many of our customers are experiencing problems with Adobe "not responding." We have uploaded the Adobe Diagnostics logs.

 

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Beginner ,
Apr 19, 2024 Apr 19, 2024

Copy link to clipboard

Copied

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

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Beginner ,
Apr 19, 2024 Apr 19, 2024

Copy link to clipboard

Copied

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

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Beginner ,
Apr 22, 2024 Apr 22, 2024

Copy link to clipboard

Copied

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.

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Beginner ,
Apr 22, 2024 Apr 22, 2024

Copy link to clipboard

Copied

thanks!!

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
New Here ,
Apr 22, 2024 Apr 22, 2024

Copy link to clipboard

Copied

Thanks for this Workaround!  it also fixed  the Error for my Company 

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Beginner ,
May 06, 2024 May 06, 2024

Copy link to clipboard

Copied

In the registry this is the following setting:

[HKEY_CURRENT_USER\Software\Adobe\Acrobat Reader\DC\AVGeneral]
"bEnableAV2"=dword:00000000

Value 00000000 = old UI

Value 00000001 = new UI

 

You can roll this out to all affected users on the RDS servers through Group Policy Preferences.

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
New Here ,
Apr 29, 2024 Apr 29, 2024

Copy link to clipboard

Copied

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.

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Employee ,
Apr 29, 2024 Apr 29, 2024

Copy link to clipboard

Copied

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

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
New Here ,
May 02, 2024 May 02, 2024

Copy link to clipboard

Copied

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:

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Beginner ,
May 06, 2024 May 06, 2024

Copy link to clipboard

Copied

LATEST

See my post above.

You can roll out this Registry setting through Group Policy Preferences for example.

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines