Fully patched, cleanly installed Reader crashing with "Faulting module name: VCRUNTIME140.dll"

Report · Jun 26, 2024

Good afternoon folks,

Just recently encountered an issue, experienced on several desktops, where a cleanly installed and fully patched version of Acrobat Reader is crashing to desktop after opening a variety of PDFs. The following information is being recorded in the Windows Application Event Log:
Faulting application name: Acrobat.exe, version: 24.2.20687.0, time stamp: 0x66172090
Faulting module name: VCRUNTIME140.dll, version: 14.32.31332.0, time stamp: 0xefff39ad
Exception code: 0xc0000005
Fault offset: 0x0000000000001470
Faulting process id: 0x3a54
Faulting application start time: 0x01da9b07fe07fbad
Faulting application path: C:\Program Files\Adobe\Acrobat DC\Acrobat\Acrobat.exe
Faulting module path: C:\WINDOWS\SYSTEM32\VCRUNTIME140.dll
Report Id: ba3c6349-c801-467b-a1dc-c831103d11e6
Faulting package full name:
Faulting package-relative application ID:

We've already performed the steps noted in the following Adobe KBs in an attempt to resolve the issue:

Resolve Acrobat DC intermittent crashes on Windows

How to reset Acrobat Preference settings to default.

Download Adobe Reader and Acrobat Cleaner Tool - Adobe Labs

Once cleanly uninstalled, the machine was rebooted and then Acrobat was installed from a fresh download.

We have also reinstalled the Microsoft Visual C++ 2015-2019 Redistributable.

None of these attempts have resolved the issue at hand.

Report · Jul 05, 2024

Hi there

Hope you are doing well.

Please make sure you have the recent version 24.02.2089x of Acrobat installed. Go to Help > Check for updates and reboot the computer once.

Also try to repair the installation from the help menu (Win Only) and see if that works.

Please try to reset the Acrobat preferences as described here (https://adobe.ly/45SyevQ)

If it still crashes,

Would you mind collecting the Adobe CC logs (https://adobe.ly/3XKIDYC), Procmon logs (Win Only) (https://adobe.ly/3RV1Ram) and Crash/freeze logs (https://adobe.ly/45OGoWh) and share them via any cloud storage. Just upload the log file to the cloud and generate the link and share that link with us for further investigation.

Regards
Amal

Report · Aug 01, 2024

Good afternoon Amal,
Thank you very much for all of this! We've confirmed that the Acrobat Reader installation in question is a clean install of the newest, available version (24.002.2096x). I've managed to gather the logs you've requested below: Please let me know if you have any other questions!

Adobe issue

Cheers,

Paul

Report · Aug 14, 2024

Good day folks,

Just touching base: any word on what these log files might reveal as the cause of this issue with Acrobat Reader?

Report · Aug 28, 2024

Good day Amal (Adobe support),

We're still seeing periodic CTD (crash-to-desktop) errors when attempting to open PDF files with Reader (24.002.2096x). Please let me know if you've seen anything helpful in the log files and let me know if there's anything else you need from me.

Many thanks,
Paul