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cike87
Participant
July 11, 2019
Question

Win10 1903: Acrobat Reader 2017 crashes with connected touchscreens

  • July 11, 2019
  • 2 replies
  • 1915 views

We are experiencing problems with Acrobat Reader 2017 Classic Track (2017.011.30142) after upgrading to Windows 10 1903: On some systems, as soon as you try to launch Reader with an external touchscreen connected (video signal via DP, touchscreen via USB) it crashes instantly on startup with an error message. Eventlog shows this entry:

Name der fehlerhaften Anwendung: AcroRd32.exe, Version: 17.11.30143.4665, Zeitstempel: 0x5cfea96e

Name des fehlerhaften Moduls: InkObj.dll, Version: 10.0.18362.1, Zeitstempel: 0x19c94c61

Ausnahmecode: 0xc0000005

Fehleroffset: 0x0003a4fc

ID des fehlerhaften Prozesses: 0x350c

Startzeit der fehlerhaften Anwendung: 0x01d53666f958ca05

Pfad der fehlerhaften Anwendung: C:\Program Files (x86)\Adobe\Acrobat Reader 2017\Reader\AcroRd32.exe

Pfad des fehlerhaften Moduls: C:\Program Files (x86)\Common Files\Microsoft Shared\Ink\InkObj.dll

Berichtskennung: 79c00d99-f348-4cf5-9a23-0e88e8418893

Vollständiger Name des fehlerhaften Pakets:

Anwendungs-ID, die relativ zum fehlerhaften Paket ist:

If you disconnect the touchscreen or disable protected mode it won't crash. Reenabling or reconnecting the touchscreen causes the crashes again. The error persists across all users on affected computers.

Any help how to mitigate this problem is higly appreciated.

This topic has been closed for replies.

2 replies

Amal.
Amal.
Legend
August 7, 2019

Hi Cike,

Apologies for the delay in response, I hope you would be able to fix it by now.

If the problem still persists, as stated above, Acrobat Reader crashes when connected to a touchscreen, you may try the troubleshooting steps provided in the help article - Resolve Acrobat DC intermittent crashes on Windows​

You may also refer to the similar discussion - Adobe Reader Touch Crashes with Windows 10

To report for a bug or for a new feature request you may use the link - Feature Request/Bug Report Form​

Let us know if that works for you.

Regards,

Amal

C
cike87Author
Participant
August 12, 2019

Hi Amal,

unfortunately I am unable to fix it on our side other than switching from Classic Track 2017 to Reader DC.

I have reported it as a bug a while ago, but haven't heard back anything yet.

C
cike87Author
Participant
July 25, 2019

We are able to reproduce this issue on multiple machines with Acrobat Reader Classic 2017 Track. On the same machines, Acrobat Reader DC (latest build) does not crash and works as expected.

Is there a procedure to report this bug properly to the Acrobat Reader product group?

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