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Safari25626738yvpg
Participant
July 15, 2024
Question

Fill and Sign Crashes Adobe

  • July 15, 2024
  • 4 replies
  • 7712 views

I have a user who is working with Acrobat Pro.  Each time they attemtp to use the Fill and Sign option, adobe crashes.  I am seeing an entry in the event log (see below).  User is running Windows 10 Pro.  Cehcked for all OS and App updates.  Uninstalled and reinstalled the app.  Sort of stuck on this one.

 

Log Name: Application Source: Application Error Date: 7/15/2024 11:27:03 AM Event ID: 1000 Task Category: (100) Level: Error Keywords: Classic User: N/A Computer: OFS-HLHL8S3 Description: Faulting application name: Acrobat.exe, version: 24.2.20933.0, time stamp: 0x668ef0ea Faulting module name: ntdll.dll, version: 10.0.19041.4522, time stamp: 0x8a1bb6f3 Exception code: 0xc0000028 Fault offset: 0x00000000001025e6 Faulting process id: 0x25dc Faulting application start time: 0x01dad6cb662b84fc Faulting application path: C:\Program Files\Adobe\Acrobat DC\Acrobat\Acrobat.exe Faulting module path: C:\Windows\SYSTEM32\ntdll.dll Report Id: b41876a2-2739-4e15-93a5-95e37504533a 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="2024-07-15T15:27:03.2084284Z" /> <EventRecordID>108999</EventRecordID> <Correlation /> <Execution ProcessID="0" ThreadID="0" /> <Channel>Application</Channel> <Computer>OFS-HLHL8S3</Computer> <Security /> </System> <EventData> <Data>Acrobat.exe</Data> <Data>24.2.20933.0</Data> <Data>668ef0ea</Data> <Data>ntdll.dll</Data> <Data>10.0.19041.4522</Data> <Data>8a1bb6f3</Data> <Data>c0000028</Data> <Data>00000000001025e6</Data> <Data>25dc</Data> <Data>01dad6cb662b84fc</Data> <Data>C:\Program Files\Adobe\Acrobat DC\Acrobat\Acrobat.exe</Data> <Data>C:\Windows\SYSTEM32\ntdll.dll</Data> <Data>b41876a2-2739-4e15-93a5-95e37504533a</Data> <Data> </Data> <Data> </Data> </EventData> </Event>

    This topic has been closed for replies.

    4 replies

    Meenakshi Negi
    Community Manager
    Meenakshi NegiCommunity Manager
    Community Manager
    July 24, 2024

    Hi All,

     

    The issue has been addressed in the latest update released today. Try updating the application to the latest version available. In Acrobat, go to Help > Check for updates. Check if that resolves the issue.

     

    You may also refer to the information on the latest update on the following help page: https://helpx.adobe.com/acrobat/release-note/release-notes-acrobat-reader.html. 

     

    Let us know how it goes.

     

    Thanks,

    Meenakshi

     

     

    Got your issue resolved? Please label the response as 'Correct Answer' to help your fellow community members find a solution to similar problems.

    J
    John3905709813w6
    Participant
    August 7, 2024

    Correct Answer - what do you know - updating actually works 🙂

    Thank you for helping me out.

    K
    Kimberly32733736onl8
    Participant
    July 17, 2024

    Found on Reddit:

     
     

    Found a fix: Needed to delete the following 3 files:

    %appdata%\Adobe\Acrobat\DC\Security\acrobat_fss_signature_initials

    %appdata%\Adobe\Acrobat\DC\Security\acrobat_fss_signature_initialsi

    %appdata%\Adobe\Acrobat\DC\Security\acrobat_fss_signature_initialsk

     

    This fixed my issue

      masesk9146436
      masesk9146436
      Participant
      July 17, 2024

      this solved the issue great

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

      Hi Safari25626738yvpg and Luis386410960smk,

       

      Thank you for reaching out and reporting this.

       

      As the application crashes when using the Fill & Sign tool, try the troubleshooting steps suggested here: https://helpx.adobe.com/acrobat/kb/acrobat-dc-crashes-on-windows-os.html. 

       

      If the issue still occurs, please share the following details for further investigation:

      - Does the crash occur with a specific file or any file you use?

      - Share the Acrobat or Reader version currently in use.

      - Share the OS version on the machine.

      - Share the crash logs using the steps suggested here: https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html.

       

      Let us know if you need any help.

       

      Thanks,

      Meenakshi

       

       

       

      L
      Luis386410960smk
      Participant
      July 17, 2024

      Getting the same thing on my Acrobat Pro everytime I try Fill & Sign. Started yesterday and I updated all the software, Windows is up to date, did a reset on Acrobat preferences and no joy. 

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