Application Freezes related to acrobat.exe and oleacc.dll

Report · Jun 21, 2023

Hi Adobe Community

We are reporting a lot of application freezes in our company.
The users, who are affected excpecting freezes 20 times a day, each lasting from 30 seconds to a minute.

Sometimes it's Outlook, sometimes it's Acrobat Reader himself, sometimes it's the phone software or any other software.. It doesn't matter which software is freezing.

Everytime we report a freeze of a software, in the Event-Viewer, under Application we have at the time of the freeze the following entry:

Event ID 1000 - Application Error

The description for Event ID 1000 from source Application Error cannot be found. Either the component that raises this event is not installed on your
local computer or the installation is corrupted. You can install or repair the component on the local computer.

If the event originated on another computer, the display information had to be saved with the event.

The following information was included with the event:

Acrobat.exe
22.3.20263.0
634c3bf9
Oleacc.dll
7.2.19041.746
24cdd509
c0000005
000000000000628c
3064
01d99396f61ec861
C:\Program Files\Adobe\Acrobat DC\Acrobat\Acrobat.exe
C:\WINDOWS\system32\Oleacc.dll
8048e687-5ff0-47e0-8ff6-bf47e2a57a3d

The handle is invalid

Additional Info:

OS: Windows 10, 21H2, Build 19044.3086

Adobe Reader: 22.3.20263.0

oleacc.dll: 7.2.19041.746

What have we tested and found so far:

We tested Microsoft Edge as PDF Viewer. The users who had problems before, could work all day long without freezes with Microsoft Edge.
Freezes (also in other software) only happen when adobe acrobat is running.
We updated Adobe Acrobat Reader to the laest version, but without success. (Also with uninstall before..)
Reregistering the oleacc.dll also does not bring the solution

Does anyone have any idea what could be the problem here or what else we can try?

Thanks in advance and Regards,

Dominic

Report · Jul 30, 2023

Hi @Dominic30636994xzss,

Hope you are doing well. Sorry for your experience with Acrobat Reader.

Would you mind trying the steps given in the below thread link which has solution to an issue similar to yours: Solved: Can not open acrobat - Event ID 1000

Let us know if this works.

-Souvik

Report · Aug 23, 2023

Hi @S S.

Thanks for your answer and sorry for the late response.

I've tested it in our environment. We still have many clients with freezes.

We also disabled the "Enhanced Security", but with no success.

Do you have another idea to solve our issue?

I will run a AcroMon tomorrow. Is it possible to send you the logs afterwards?

Many thanks in advance.

Report · Aug 24, 2023

Hi @Dominic30636994xzss,

That would be great.

Please share the logs with me, and I'll forward them to the dev team for further investigation.

Look forward to hearing from you.

-Souvik