Intermittent acrobat stability

[Ashley26924828crtt]

Hello Adobe & Community members, 

I have an interesting issue that I cant get to the bottom of and would like some assitance please. This is only occuring on 1 specific server in my org. 

French language primary application server, users access via RDP, all settings matched to the other app servers in our org. 

Basically, user recieves invoices via outlook, when the user is attempting to open the invoice file (PDF) they are presented with an error that says the file is already open in another application. 

It does not occur with every single invoice which adds to the frustration here. I tested with setting chrome to the default PDF app and did not run into this issue.

If the user saves the file locally they can open the file without issue. Due to the volume of invoices, that is not a good workaround for the team. 

Any suggestions would be greatly appreciated, this is driving the users nuts. 

Here is what the users are presented with:

Crash Report:

<?xml version="1.0"?>

<!DOCTYPE AdobeCrashReport SYSTEM "AdobeCrashReporter.dtd">

<crashreport serviceVersion="4.8.0.3" clientVersion="4.8.0.3" applicationName="Adobe Acrobat" applicationVersion="22.003.20263" build="0" source="Windows-Client" crashType="n/a">

<time year="2022" month="11" day="2" hour="10" minute="38" second="25" timeoffset="-300" timezone="Est (heure d’été)"/>

<user guid="01d27c50-3dca-48f6-aa6c-1fd6fc75e16e"/>

<system platform="Windows 10 Enterprise" osversion="10.0" osbuild="19044" applicationlanguage="fr-fr" userlanguage="fr-CA" oslanguage="fr-CA" ram="16230" machine="Intel(R) Core(TM) i5-8265U CPU @ 1.60GHz" model="Intel64 Family 6 Model 142 Stepping 12" cpuCount="8" cpuType="8664" cpuFreq="1800 MHz" processorArchitecture="9"/>

<gpu>

<gpuinfo availability="Running/Full Power" adapterCompatibility="Intel Corporation" adapterRAM="1024 MB" caption="Intel(R) UHD Graphics 620" description="Intel(R) UHD Graphics 620" driverDate="20220120000000.000000-000" driverVersion="30.0.101.1338" videoModeDescription="1366 x 768 x 4294967296 couleurs" pnpDeviceID="PCI&#92;VEN_8086&#38;DEV_3EA0&#38;SUBSYS_08B81028&#38;REV_02&#92;3&#38;11583659&#38;0&#38;10" installedDisplayDrivers="igd10iumd64.dll,igd12umd64.dll,igdumdim64.dll"/>

</gpu>

<crash exception="EXCEPTION_ACCESS_VIOLATION" exceptionCode="0xc0000005" instruction="0x00000000604B9FA4">

<backtrace crashedThread="0">

<thread index="0">

<stackStatement index="0" address="0x00000000604B9FA4" symbolname="AIDE::AIDEOutputStreamCallBacks::operator="/>

<stackStatement index="1" address="0x000000006053F263" symbolname="DllCanUnloadNow"/>

<stackStatement index="2" address="0x000000006053F0BF" symbolname="DllCanUnloadNow"/>

<stackStatement index="3" address="0x000000006055B698" symbolname="DllCanUnloadNow"/>

<stackStatement index="4" address="0x000000006055B341" symbolname="DllCanUnloadNow"/>

<stackStatement index="5" address="0x000000006052FD32" symbolname="DllCanUnloadNow"/>

<stackStatement index="6" address="0x0000000060582C99" symbolname="DllCanUnloadNow"/>

<stackStatement index="7" address="0x000000006058E8EB" symbolname="DllCanUnloadNow"/>

<stackStatement index="8" address="0x0000000060C9758F" symbolname="CTJPEGReader::CTJPEGReader"/>

<stackStatement index="9" address="0x0000000060D5F8D1" symbolname="CTJPEGReader::CTJPEGReader"/>

<stackStatement index="10" address="0x0000000061313DBB" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="11" address="0x000000006148D7EB" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="12" address="0x0000000061489D74" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="13" address="0x000000006123FE48" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="14" address="0x000000006123FD00" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="15" address="0x000000006123FC5F" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="16" address="0x00000000613274FC" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="17" address="0x0000000061327F17" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="18" address="0x00000000613294A1" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="19" address="0x000000006126FCC0" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="20" address="0x00000000606C05AA" symbolname="DllCanUnloadNow"/>

<stackStatement index="21" address="0x00000000606C04FD" symbolname="DllCanUnloadNow"/>

<stackStatement index="22" address="0x00000000606C0352" symbolname="DllCanUnloadNow"/>

<stackStatement index="23" address="0x000000006068BC02" symbolname="DllCanUnloadNow"/>

<stackStatement index="24" address="0x000000006050DF95" symbolname="DllCanUnloadNow"/>

<stackStatement index="25" address="0x000000006114C6DB" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="26" address="0x0000000060C75AC6" symbolname="CTJPEGReader::CTJPEGReader"/>

<stackStatement index="27" address="0x0000000060CAB812" symbolname="CTJPEGReader::CTJPEGReader"/>

<stackStatement index="28" address="0x0000000060CA9D71" symbolname="CTJPEGReader::CTJPEGReader"/>

<stackStatement index="29" address="0x000000006171404F" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="30" address="0x000000005FB5936C" symbolname="PlugInMain"/>

<stackStatement index="31" address="0x000000005FB53D05" symbolname="PlugInMain"/>

<stackStatement index="32" address="0x000000005FC7EAAE" symbolname="PlugInMain"/>

<stackStatement index="33" address="0x0000000060CAA64E" symbolname="CTJPEGReader::CTJPEGReader"/>

<stackStatement index="34" address="0x0000000061157C84" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="35" address="0x00000000611451B9" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="36" address="0x000000006116AF11" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="37" address="0x0000000061169719" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="38" address="0x0000000061375F6B" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="39" address="0x0000000061590635" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="40" address="0x0000000061164E07" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="41" address="0x00000000611E9F4E" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="42" address="0x00000000611F4B2D" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="43" address="0x00000000611F516A" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="44" address="0x00000000613150CE" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="45" address="0x000000006123D117" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="46" address="0x000000006123F386" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="47" address="0x0000000061258E47" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="48" address="0x0000000060615709" symbolname="DllCanUnloadNow"/>

<stackStatement index="49" address="0x000000006186AE14" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="50" address="0x00000000617D169D" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="51" address="0x00000000617D0BFA" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="52" address="0x0000000061270D77" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="53" address="0x0000000061270BBB" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="54" address="0x00000000612793B3" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>

<stackStatement index="55" address="0x000000006050A515" symbolname="DllCanUnloadNow"/>

<stackStatement index="56" address="0x0000000060509DAA" symbolname="DllCanUnloadNow"/>

<stackStatement index="57" address="0x00007FFB3CF2E858" symbolname="CallWindowProcW"/>

<stackStatement index="58" address="0x00007FFB3CF2E299" symbolname="DispatchMessageW"/>

<stackStatement index="59" address="0x00000000606C7FEC" symbolname="DllCanUnloadNow"/>

<stackStatement index="60" address="0x00000000606C658C" symbolname="DllCanUnloadNow"/>

<stackStatement index="61" address="0x00000000606C6445" symbolname="DllCanUnloadNow"/>

<stackStatement index="62" address="0x0000000060492039" symbolname="AcroWinMainSandbox"/>

<stackStatement index="63" address="0x000000006048F1F9" symbolname="AcroWinMainSandbox"/>

<stackStatement index="64" address="0x00007FF7503DAD62" symbolname="sidestep::PreamblePatcher::PatchNearJumpOrCall"/>

<stackStatement index="65" address="0x00007FF7505FFCA2" symbolname="sidestep::PreamblePatcher::Unpatch"/>

<stackStatement index="66" address="0x00007FFB3C317034" symbolname="BaseThreadInitThunk"/>

<stackStatement index="67" address="0x00007FFB3DB426A1" symbolname="RtlUserThreadStart"/>

</thread>

</backtrace>

<registerSet>

<register name="RAX" value="0x3A32353530323A32"/>

<register name="RBX" value="0x0000000000000000"/>

<register name="RCX" value="0x3A32353530323A32"/>

<register name="RDX" value="0x0000025F3DFEF690"/>

<register name="RSI" value="0x3A32353530323A32"/>

<register name="RDI" value="0x0000025F3E89DAD8"/>

<register name="RSP" value="0x000000E62671AE30"/>

<register name="RBP" value="0x0000000000000000"/>

<register name="RIP" value="0x00000000604B9FA4"/>

<register name="EFL" value="0x0000000000010206"/>

<register name="LastExceptionToRip" value="0x0000000000000000"/>

<register name="LastExceptionFromRip" value="0x0000000000000000"/>

</registerSet>

<binaryImageSet>

<binaryImage start="0x00007FF7503D0000" end="0x00007FF750807000" path="adobe\Acrobat.exe"/>

<binaryImage start="0x00007FFB3DAF0000" end="0x00007FFB3DCE8000" path="ntdll.dll"/>

<binaryImage start="0x00007FFB3C300000" end="0x00007FFB3C3BD000" path="kernel32.dll"/>

<binaryImage start="0x00007FFB3B6D0000" end="0x00007FFB3B9A2000" path="KERNELBASE.dll"/>

<binaryImage start="0x00007FFB3CF20000" end="0x00007FFB3D0BD000" path="user32.dll"/>

<binaryImage start="0x00007FFB3B550000" end="0x00007FFB3B572000" path="win32u.dll"/>

<binaryImage start="0x00007FFB3CEF0000" end="0x00007FFB3CF1B000" path="gdi32.dll"/>

<binaryImage start="0x00007FFB3B2E0000" end="0x00007FFB3B3EF000" path="gdi32full.dll"/>

<binaryImage start="0x00007FFB3B630000" end="0x00007FFB3B6CD000" path="msvcp_win.dll"/>

<binaryImage start="0x00007FFB3B9E0000" end="0x00007FFB3BAE0000" path="ucrtbase.dll"/>

<binaryImage start="0x00007FFB3D290000" end="0x00007FFB3D33E000" path="advapi32.dll"/>

<binaryImage start="0x0000025F35D30000" end="0x0000025F35DCE000" path="msvcrt.dll"/>

<binaryImage start="0x00007FFB3C680000" end="0x00007FFB3C71C000" path="sechost.dll"/>

<binaryImage start="0x00007FFB3D8B0000" end="0x00007FFB3D9D5000" path="rpcrt4.dll"/>

<binaryImage start="0x00007FFB3BB50000" end="0x00007FFB3BBA5000" path="shlwapi.dll"/>

<binaryImage start="0x00007FFB3A1F0000" end="0x00007FFB3A2FD000" path="winhttp.dll"/>

<binaryImage start="0x00007FFB3ABD0000" end="0x00007FFB3ABDC000" path="CRYPTBASE.DLL"/>

<binaryImage start="0x00007FFB3D150000" end="0x00007FFB3D180000" path="imm32.dll"/>

<binaryImage start="0x00007FFB275F0000" end="0x00007FFB2788A000" path="comctl32.dll"/>

<binaryImage start="0x00007FFB35410000" end="0x00007FFB354AE000" path="uxtheme.dll"/>

<binaryImage start="0x00007FFB3D3E0000" end="0x00007FFB3D734000" path="combase.dll"/>

<binaryImage start="0x00007FFB3C7A0000" end="0x00007FFB3C8B5000" path="msctf.dll"/>

<binaryImage start="0x00007FFB3D9E0000" end="0x00007FFB3DAAD000" path="oleaut32.dll"/>

<binaryImage start="0x00007FFB39DE0000" end="0x00007FFB39DF2000" path="kernel.appcore.dll"/>

<binaryImage start="0x00007FFB3B200000" end="0x00007FFB3B282000" path="bcryptPrimitives.dll"/>

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<binaryImage start="0x00007FFB3A390000" end="0x00007FFB3A3C3000" path="ntmarta.dll"/>

<binaryImage start="0x00007FFB332A0000" end="0x00007FFB333F4000" path="WinTypes.dll"/>

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<binaryImage start="0x00007FFB0B9D0000" end="0x00007FFB0BA68000" path="winspool.drv"/>

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<binaryImage start="0x00007FFB07C80000" end="0x00007FFB07CE1000" path="Windows.FileExplorer.Common.dll"/>

<binaryImage start="0x000000005F8E0000" end="0x000000005F910000" path="adobe\IA32.api"/>

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<binaryImage start="0x000000005F860000" end="0x000000005F8DF000" path="adobe\PDDom.api"/>

</binaryImageSet>

<dumpType>

Mini

</dumpType>

<hbLogSessionDllStatus>

</hbLogSessionDllStatus>

</crash>

</crashreport>

[S S.]

Hi @Ashley26924828crtt,

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

I have shared the crash details with the team for further investigation. If viewing is the only requirement, can you view the file in the Acrobat Viewer for Outlook?

This can be a more straightforward workaround until we get back with a resolution.

Hope this helps.

-Souvik.