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Update to 2020.012.20041 crashing opening certain pdfs

Community Beginner ,
Aug 13, 2020

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Since the latest update was installed some of the pdfs we have won't open in Reader DC.  Has anyone else had this isssue?

We get the following error message in the event log:

Faulting application name: AcroRd32.exe, version: 20.12.20041.1044, time stamp: 0x5f23643d
Faulting module name: ucrtbase.dll, version: 10.0.18362.387, time stamp: 0x6dbf7eae
Exception code: 0xc0000005
Fault offset: 0x000494a0
Faulting process id: 0x605c
Faulting application start time: 0x01d671885e4ba4e1
Faulting application path: C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AcroRd32.exe
Faulting module path: C:\Windows\System32\ucrtbase.dll
Report Id: 377706f7-27fb-4e93-9aeb-4f33047223be
Faulting package full name:
Faulting package-relative application ID:

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Crash or freeze

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Update to 2020.012.20041 crashing opening certain pdfs

Community Beginner ,
Aug 13, 2020

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Since the latest update was installed some of the pdfs we have won't open in Reader DC.  Has anyone else had this isssue?

We get the following error message in the event log:

Faulting application name: AcroRd32.exe, version: 20.12.20041.1044, time stamp: 0x5f23643d
Faulting module name: ucrtbase.dll, version: 10.0.18362.387, time stamp: 0x6dbf7eae
Exception code: 0xc0000005
Fault offset: 0x000494a0
Faulting process id: 0x605c
Faulting application start time: 0x01d671885e4ba4e1
Faulting application path: C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AcroRd32.exe
Faulting module path: C:\Windows\System32\ucrtbase.dll
Report Id: 377706f7-27fb-4e93-9aeb-4f33047223be
Faulting package full name:
Faulting package-relative application ID:

Topics

Crash or freeze

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427

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Adobe Employee ,
Aug 13, 2020

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Hi there,

 

Thank you for reaching out and sorry about the trouble.

 

As per your description, the issue occurs with certain PDFS not all. Could you please let us know if those PDFs are saved on the machine or some other network location.

Would you mind sharing any sample PDF with us for further investigation?

 

Please collect the crash logs using the steps suggested here: https://helpx.adobe.com/in/acrobat/kb/collect-logs-crash-freeze.html and share them with us.

 

Let us know if you have any questions or need any help.

 

Thanks,

Meenakshi

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Community Beginner ,
Aug 13, 2020

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These are saved on a shared network drive to be imported to our doc storage system.   How would I send you the crashdmp file?  It is quite large.

 

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Adobe Employee ,
Aug 13, 2020

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Hi,

To share the crashdump file please refer to the steps mentioned here How to share a file using Adobe Document Cloud

 

Thanks,

Rohit

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Community Beginner ,
Aug 14, 2020

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Community Beginner ,
Aug 14, 2020

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Adobe Employee ,
Aug 14, 2020

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Hi,

 

The link for sample pdf file seems broken, can you please reshare the sample pdf file.

 

Regards,

Rohit

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Community Beginner ,
Aug 14, 2020

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Adobe Employee ,
Aug 14, 2020

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Thank you for sharing the details.

We are looking into it and will revert back with more details on this.

 

Regards,

Rohit

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Adobe Employee ,
Aug 14, 2020

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Hi,

Thanks for Sharing the Dump and file.

we have identified the bug and working on the Fix.

Regards,

Abhinav Sethi

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New Here ,
Aug 17, 2020

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I have the same crash problem when opening a signed PDF.  I have taken a crash dump, how do I get it to you

 

Murray

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Adobe Employee ,
Aug 17, 2020

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Hi,

Thank you for Sharing the dump.

To Share Dump and File Please Refer:- 

https://community.adobe.com/t5/flash-player/how-to-share-a-file-using-adobe-document-cloud/td-p/4787...

Regards,

Abhinav Sethi

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New Here ,
Aug 19, 2020

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Hi - we got the exactly same issue with signed documents after we upgraded to the 2020-012-20041 version.

What is the status on this issue right now ?? 

We found a work around by removing the sign in "Verify signatures when the document is opened" under EDIT and preferences -> Signatures -> Verification [More...].

 

But when will it be fixed and why does the Acrobat program crashes during reading the document ??

 

/Peter

 

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Adobe Employee ,
Aug 19, 2020

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Hi All,

 

We have released an update today for Acrobat and Reader DC (Continuous track) desktop application..
Please update the application to the latest version by going to the Help menu > Check for updates in the application.

 

For more information on the recent update, you may refer to this link: https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/continuous/dccontinuousaug2020qfe....

 

Let us know if you still experience the issue.

 

Thanks,
Meenakshi

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