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Hello everyone,
We have a major issue here, as in Belgium (we are a municipality) specific documents have to be signed with the Belgium e-ID. We know this proces, as we have been doing this for a number of years now. Our Mayor and General Director are having significant issues with this now, and we are not alone, so it seems. As of quite recently (probably due to some updates) we are noticing significant behavioral changes.
The normal proces is - our Mayor does this one time, then our General Director opens the saved document from the Mayor, and also signs:
The proces above has worked well for years - no significant problems to report. But for a week of three now, we are presented with these issues:
Issue number 1:
...
7. Adobe Reader asks in a dialog box to save the PDF under a new name, which we do and click Save
8. Adobe asks for the e-ID pincode, and we click OK
9. Adobe crashes, shuts down completely - event ID 1000 is entered in the event log (AcroRd32.exe crash on Windows.UI.XamlHost.dll)
Issue number 2:
...
7. Adobe Reader asks in a dialog box to save the PDF under a new name, which we do and click Save
8. Adobe asks for the e-ID pincode, and we click OK
9. The PDF shows, but the signature is not visually present (nothing to see, the first signature is visible, it's always the second one)
To elaborate a bit on this:
Because of the critical character of this issue for legal documents, i'm willing to show this behaviour directly (through Teamviewer of GotoAssist or any tool you wish to use).
Thanks in advance to look into this issue
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Hi ,
Sorry for the issue that you are facing while using Adobe Acrobat Reader.
I would request you to kindly share the Crash dumps when Reader Crashes for you.
Here is how you can collect the crash dump :
When Reader Crashes (If you get this error message "Adobe Reader has stopped working") , Can you please share with us the Crash Logs .
For Getting the Crash Logs:
a. When Acrobat Reader Crashes , Open Windows Task Manager
b. -> Got To Processes, There you can see a process "Adobe Acrobat Reader DC" / AcroRd32.exe
c. Right Click on this process and click "Create Dump File"
d. Dump file will be created in the Temp folder of user (as specified on the dialog you get after creating dump files).
e. Save this DMP file on any Cloud Storage and Share the link for that with us on mail at absethi@adobe.com
We will try to analyze your issue on priority once you share this information with us.
Thanks,
Abhinav Sethi
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Hello,
It is not easy to take a crash dump Abhinav, as Acrobat Reader completely crashes and shuts down on me. As the crash happens, Task Manager does not show any active AcroRd32.exe... so i cannot take a dump file from it.
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Hi,
Can you please try dump using the following
Install windows Debugger
from:-
To make Windbg default debugger:
- …\Debugging Tools for Windows (x86)\windbg -I
Open Reader. Perform you operation. When Application crashed Debugger opens.
Create Dump using .dump /mfh Location/myfile.dmp
Save this DMP file on any Cloud Storage and Share the link for that with us on mail at absethi@adobe.com
Uninstall Debugger after that
Thanks,
Abhinav Sethi
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Thank you sir,
But we have taken a different, alternative approach with Foxit reader that works perfectly, specifically for digitally signing PDF. Thanks for the effort, but going down the route to debugging is probably a longer, and technically challenging one.
Thanks, but this issue can be closed.
With regards,
Sven