IE is crashing randomly when opening PDF file

Report · Oct 18, 2019

Hi,

Our application is windows based .net application. It uses IE embedded browser to display pdf files within the application. But our application is randomly crashing when opening pdf file. It is not always crashing but sporadically crashes the application. In the recent days the number crash complaints we are getting from our clients got increased. The frequency of crash also increased while opening the pdf file. We got the event viewer logs from the users and it says that fauting module is AcroPdfImpl.dll. This is affecting our clients in the bigger way. Kindly advise that is there any solution to fix this random crash issue. The below is the excerpt from event viewer log.

Application: Ne******.exe
Framework Version: v4.0.30319
Description: The process was terminated due to an unhandled exception.
Exception Info: exception code c0000005, exception address 26C0FEEC

--------------------------------------------------------------------------------------------

Faulting application name: Ne*****.exe, version: 4.1.1671.5, time stamp: 0x5cf0af13
Faulting module name: AcroPDFImpl.dll_unloaded, version: 19.12.20035.4663, time stamp: 0x5cfea9ce
Exception code: 0xc0000005
Fault offset: 0x0003fe81
Faulting process id: 0x6008
Faulting application start time: 0x01d582c4d6389963
Faulting application path: C:\Program Files (x86)\******\Ne*****\Ne*****.exe
Faulting module path: AcroPDFImpl.dll
Report Id: 88ccf556-7cbb-44d1-ab8d-5e6355504179
Faulting package full name:
Faulting package-relative application ID:

Report · Oct 18, 2019

Hi,

We're sorry for the trouble you had with Adobe Reader, Navigate to Adobe Reader's preferences from Edit>Preferences>Security(Enhanced)>and try disabling 'Enable Protected Mode at startup'>Click OK and restart the application and check if you can still reprpduce the issue.

Note: disabling the Protected Mode is only for testing purpose, please enable it back.

Please share the crash dumps with us. You can follow the steps mentioned at : https://docs.microsoft.com/en-us/windows/win32/wer/collecting-user-mode-dumps

Feel free to mail me at sagrover@adobe.com .

Regards,
Sandeep

Report · Oct 21, 2019

Hi,

I have provided the option suggessted by you to our client for testing purpose. I am waiting for his reply. Since it is randomly crashing at the user's machine, it will be difficult to get the user dump from the user's machine.

Report · Oct 23, 2019

Hi,

I have provided the option suggessted by you to our client for testing purpose. I am waiting for his reply. Since it is randomly crashing at the user's machine, it will be difficult to get the user dump from the user's machine.