Anybody have any experience with Encompass from EllieMae? Ntdll.dll Crash

Report · Aug 04, 2020

Hello all,

I work for a home mortgaging company. We use Ellie Mae's program Encompass which ties in with Adobe Reader DC to view PDF's. Recently we have been noticing a frequent number of crashes with the program and it appears to be releated to Adobe Reader. We were told by an Ellie Mae support agent that ntdll.dll is a faulting module that shows when there is an Adobe runtime issue or issue during installation. Users in our company our running Adobe Reader DC Version 2020.009.20074. Below is what the event viewer states.

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Faulting application name: Encompass.exe, version: 20.1.0.4, time stamp: 0x5eaa2689

Faulting module name: ntdll.dll, version: 10.0.19041.207, time stamp: 0x1bdbc4b8

Exception code: 0xc0000005

Fault offset: 0x0003e835

Faulting process id: 0xf5b4

Faulting application start time: 0x01d66a9559ba1947

Faulting application path: C:\SmartClientCache\Apps\Ellie Mae\Encompass\Encompass.exe

Faulting module path: C:\WINDOWS\SYSTEM32\ntdll.dll

Report Id: 6b0fd8b2-911e-4fe3-866b-4bf5b6bedac9

Faulting package full name:

Faulting package-relative application ID:

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Has anybody else run into this issue and does anyone know any fixes for ntdll.dll in regards to Adobe Reader?

Report · Oct 26, 2020

We have seen a few users with this same type of issue but so far have been unable to resolve on the ones that are having the problem

Report · Oct 26, 2020

Yeah,

The only fixes I've found are to use Ellie Mae's GDPicturePreview workaround within the registry editor on Windows Version 2004. On Windows Version 1903 and 1909 I've had luck eliminating that error by uninstalling and reinstalling Adobe Reader.

Cordially,

Alex