Re: Win10 forced closedown of DC?

New Here ,
Sep 18, 2020

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1. Personal
2. Only Reader DC
3. Only Reader faulty. Not only 'Print' but Properties, Edit + other drop
down commands.

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Adobe Community Professional ,
Sep 20, 2020

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Moved from Acrobat to Free Acrobat Reader where the concerned experts will see this.

 

Please ensure your computer meets the system requirements to run Acrobat Reader DC.

https://helpx.adobe.com/reader/system-requirements.html

 

If necessary, create a new computer user profile that has administrative level permissions.

 

 

 

Nancy O'Shea, ACP
Alt-Web Design & Publishing

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Adobe Community Professional ,
Sep 20, 2020

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Check your Windows Event Viewer to find out which faulting module is causing Acrobat Reader to crash.  It's probably a missing or corrupted DLL file like a graphics driver.

 

Nancy O'Shea, ACP
Alt-Web Design & Publishing

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Wadey42 AUTHOR
New Here ,
Sep 21, 2020

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Unable to discern Event Viewer info. Where to look, What to look for, How to get info to you..etc

😞

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Adobe Community Professional ,
Sep 21, 2020

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Windows Event Viewer is a question for Microsoft.

 

A quick Google search revealed these links.  I'm sure you'll find more if you look.

 

Nancy O'Shea, ACP
Alt-Web Design & Publishing

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Wadey42 AUTHOR
New Here ,
Sep 21, 2020

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Spent 6 weeks with MS. They finally said it is definitely an Adobe issue. Getting to another 6 weeks with with no resolution. I might as well ditch Adobe & use another pdf reader company.😕

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Adobe Community Professional ,
Sep 21, 2020

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I'm an unpaid forum volunteer and fellow product user.  So far you've told us nothing useful.  What is the faulting module that causes FREE Acrobat Reader to crash?  Without that information, I'm afraid nobody here can help you.  

 

 

 

Nancy O'Shea, ACP
Alt-Web Design & Publishing

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Wadey42 AUTHOR
New Here ,
Sep 22, 2020

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Thanks Nancy.

It all started when I hit the print button and got the following dialogue box:

"Adobe reader has stopped working. A problem caused the program to stop working correctly. Windows will close the program and notify you if a  solution is available."

1. Reloaded Reader & the same message comes up if hit the edit, properties, preferences, etc..

 

2. Had various community members ranging from Adobe employee to volunteer as yourself with many suggestions that have all failed.

 

3. Even though it is free, I think Adobe should not leave it to well meaning enthusists to fix problems with THEIR software.

 

4. Win10 was free, but I still get help from MS.

 

5. Any more information I can supply, please ask.

☺️



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Adobe Community Professional ,
Sep 23, 2020

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Yes, Acrobat Reader is free.  And it works just fine for millions of people.  Something on your system is causing the app to crash. Until we know what that something is, nobody can direct you to a solution. 

 

  1. Please open your Windows Event Viewer. If you don't understand that concept, Google it.

  2. What is the faulting module that causes Acrobat Reader to crash? The usual suspects are a missing or corrupted DLL file, for example a bad graphics or print driver. 

 

Post back when you have the name of the faulting module.

 

Nancy O'Shea, ACP
Alt-Web Design & Publishing

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Wadey42 AUTHOR
New Here ,
Sep 23, 2020

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Where do find faulting module?

Not familiar...

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Wadey42 AUTHOR
New Here ,
Sep 24, 2020

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Faulting module=ntdll.dll,ver: 10.0.18362.1049, time stamp: 0x37fd3042

Does this help?

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Adobe Employee ,
Sep 24, 2020

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Hi there

 

Thank you for sharing the information, we are still investoigating the issue and need more time.

 

We will share the update soon.

 

Thanks for your time and patience

 

Regards

Amal

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Wadey42 AUTHOR
New Here ,
Sep 24, 2020

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Thank you Amal (& Nancy) 4 your help.

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Wadey42 AUTHOR
New Here ,
Sep 11, 2020

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Win10 closes my reader when I hit the print button...

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Adobe Employee ,
Sep 14, 2020

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Hi Wadey

 

We are sorry for the trouble. As described, the Acrobat Reader closes when you try to print.

 

Do you get any error messgae when you try to print? If yes, please share the screenshot of the same for a better understanding.

 

Is this a behavior with a particular PDF file or with all the PDFs? Please try to print a different PDF file and check.

 

What is the version of the Adobe Acrobat Reader DC you are using? To check the version go to Help > About Adobe Acrobat and make sure you have the latest version 20.12.20043 installed. Go to Help > Check for Updates.

 

Is the PDF file stored on a shared network/drive, If yes, please download the file locally to your computer and then try to print.

 

You may also try to turn of the protected mode for testing and see if that makes any difference. Go to Edit > Preferences > Enhanced Security > Uncheck 'Enable protected mode at startup' , turn off the protected mode and uncheck the enhanced security > click ok and reboot the application and check.
Note: Turning off the protected mode may possess security risks, please turn on the security after testing.

 

You may also check for any missing/pending update for printer driver/firmware and try updating them and see if that makes any difference.

 

You may also look at the steps provided in the help page https://helpx.adobe.com/in/acrobat/kb/acrobat-dc-crashes-on-windows-os.html

 

Additional information: https://helpx.adobe.com/in/acrobat/kb/troubleshoot-pdf-printing-acrobat-reader.html

 

Let us know how it goes

 

Regards

Amal

 

 

 

 

 

 

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Wadey42 AUTHOR
New Here ,
Sep 16, 2020

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Thanks Amal. Unable to send screen shot. Can we communicate via email? Allows more interaction.

Please reply to.. [ Personal Info removed by Mod: Email, please don't share any personal info on social/community channels. If you have your email, phone number, address, etc. added in the signature, please remove them before posting/replying on the community]

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Wadey42 AUTHOR
New Here ,
Sep 16, 2020

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Did All. Nochange. Not sure how to send screen shot to you..?

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Adobe Employee ,
Sep 16, 2020

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Hi there

 

We are sorry to hear that. Please try to create a new test user profile in Windows with full admin rights and try using the application there and check.

 

If it still doesn't work, please remove the application using the Acrobat cleaner tool https://labs.adobe.com/downloads/acrobatcleaner.html , reboot the computer once and reinstall the application using the link https://get.adobe.com/reader/enterprise/

 

You may also upload the screenshots to the document cloud https://documentcloud.adobe.com/link/home/ , generate the link and share the link with us.

 

Let us know how it goes

 

Regards,

Amal

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Wadey42 AUTHOR
New Here ,
Sep 16, 2020

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reinstalled reader multiple times, no result.Done all your suggestions by
MS engineer. Said to try adobe!

how to.. screenshot..?

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Wadey42 AUTHOR
New Here ,
Sep 16, 2020

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Any news?

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Adobe Employee ,
Sep 16, 2020

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Hi there

 

We are sorry for the delay in response. As described earlier, you may upload the screenshots to the document cloud https://documentcloud.adobe.com/link/home/ , generate the link and share the link with us.

 

Also, is this an issue with a particular PDF file or with all the PDFs? Please try with a different PDF file and check. If its a file specific issue please share the PDF file along with the screenshots for testing.

 

Please check for any missing/pending update for Windows and try updating it and see if that makes any difference.

 

If it still doesn't work, please collect the crash logs as described in the help page https://helpx.adobe.com/in/acrobat/kb/collect-logs-crash-freeze.html and share the logs with us in private message by clicking on the message icon in the top right corner of this page.

 

Regards

Amal

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Wadey42 AUTHOR
New Here ,
Sep 16, 2020

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Sent pvt message .. unable to attach dump file??

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Wadey42 AUTHOR
New Here ,
Sep 16, 2020

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Wadey42 AUTHOR
New Here ,
Sep 16, 2020

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Hello....?

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Adobe Employee ,
Sep 17, 2020

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Hi Wadey,

 

Thank you for sharing the log file. Please give us some time to get it reviewed . We will share the update as soon.
Note: There might be some delay in response due to weekend.

Also, if you have any security software installed and running on your system, please try to turn it off for testing purposes and then try again using the application and see if its still crashing.
Please turn on the security after testing.

 

Also, have you tried using the application in the new user profile in Windows as described earlier? If yes, what was the outcome?

 

Regards

Amal

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