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Acrobat DC 20.12.20041.1044 crashing when combining documents

New Here ,
Aug 12, 2020

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Acrobat DC randomly crashing when combining documents.

Event log contains: 

Faulting application name: acrobat.exe, version: 20.12.20041.1044, time stamp: 0x5f2364f5
Faulting module name: LogSession.dll, version: 8.1.0.68, time stamp: 0x5eb9316b
Exception code: 0xc0000005
Fault offset: 0x000a229d
Faulting process id: 0x2d60
Faulting application start time: 0x01d6701d64a78167
Faulting application path: c:\program files (x86)\adobe\acrobat dc\acrobat\acrobat.exe
Faulting module path: c:\program files (x86)\adobe\acrobat dc\acrobat\LogSession.dll
Report Id: 33649726-9fba-47ec-9b01-8cced153e847
Faulting package full name:
Faulting package-relative application ID:

 

Faulting application name: acrobat.exe, version: 20.12.20041.1044, time stamp: 0x5f2364f5
Faulting module name: ntdll.dll, version: 10.0.17763.1192, time stamp: 0x67e7a2b6
Exception code: 0xc000071c
Fault offset: 0x000a4da5
Faulting process id: 0x2d60
Faulting application start time: 0x01d6701d64a78167
Faulting application path: c:\program files (x86)\adobe\acrobat dc\acrobat\acrobat.exe
Faulting module path: C:\Windows\SYSTEM32\ntdll.dll
Report Id: 057922e3-c773-4285-bd3a-7748dcd6ff29
Faulting package full name:
Faulting package-relative application ID:

 

Faulting application name: acrobat.exe, version: 20.12.20041.1044, time stamp: 0x5f2364f5
Faulting module name: ntdll.dll, version: 10.0.17763.1192, time stamp: 0x67e7a2b6
Exception code: 0xc000071c
Fault offset: 0x000a4da5
Faulting process id: 0x2d60
Faulting application start time: 0x01d6701d64a78167
Faulting application path: c:\program files (x86)\adobe\acrobat dc\acrobat\acrobat.exe
Faulting module path: C:\Windows\SYSTEM32\ntdll.dll
Report Id: 057922e3-c773-4285-bd3a-7748dcd6ff29
Faulting package full name:
Faulting package-relative application ID:

TOPICS
Crash or freeze

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Acrobat DC 20.12.20041.1044 crashing when combining documents

New Here ,
Aug 12, 2020

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Acrobat DC randomly crashing when combining documents.

Event log contains: 

Faulting application name: acrobat.exe, version: 20.12.20041.1044, time stamp: 0x5f2364f5
Faulting module name: LogSession.dll, version: 8.1.0.68, time stamp: 0x5eb9316b
Exception code: 0xc0000005
Fault offset: 0x000a229d
Faulting process id: 0x2d60
Faulting application start time: 0x01d6701d64a78167
Faulting application path: c:\program files (x86)\adobe\acrobat dc\acrobat\acrobat.exe
Faulting module path: c:\program files (x86)\adobe\acrobat dc\acrobat\LogSession.dll
Report Id: 33649726-9fba-47ec-9b01-8cced153e847
Faulting package full name:
Faulting package-relative application ID:

 

Faulting application name: acrobat.exe, version: 20.12.20041.1044, time stamp: 0x5f2364f5
Faulting module name: ntdll.dll, version: 10.0.17763.1192, time stamp: 0x67e7a2b6
Exception code: 0xc000071c
Fault offset: 0x000a4da5
Faulting process id: 0x2d60
Faulting application start time: 0x01d6701d64a78167
Faulting application path: c:\program files (x86)\adobe\acrobat dc\acrobat\acrobat.exe
Faulting module path: C:\Windows\SYSTEM32\ntdll.dll
Report Id: 057922e3-c773-4285-bd3a-7748dcd6ff29
Faulting package full name:
Faulting package-relative application ID:

 

Faulting application name: acrobat.exe, version: 20.12.20041.1044, time stamp: 0x5f2364f5
Faulting module name: ntdll.dll, version: 10.0.17763.1192, time stamp: 0x67e7a2b6
Exception code: 0xc000071c
Fault offset: 0x000a4da5
Faulting process id: 0x2d60
Faulting application start time: 0x01d6701d64a78167
Faulting application path: c:\program files (x86)\adobe\acrobat dc\acrobat\acrobat.exe
Faulting module path: C:\Windows\SYSTEM32\ntdll.dll
Report Id: 057922e3-c773-4285-bd3a-7748dcd6ff29
Faulting package full name:
Faulting package-relative application ID:

TOPICS
Crash or freeze

Views

400

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Aug 12, 2020 0
Adobe Employee ,
Aug 12, 2020

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Hi there,

 

Sorry for the trouble.

 

As per your description, the application crashes when you try to combine some files.

Please let us know if the issue occurs when you combine some particular files or with all files. If you have not checked that yet, please try combining any alternate files. Check if the application crashes or not.

 

Try the troubleshooting steps suggested here: https://helpx.adobe.com/acrobat/kb/acrobat-dc-crashes-on-windows-os.html

Check if that helps.

 

If the above steps don't help, please use the Acrobat and Reader Process Monitor tool (https://labs.adobe.com/downloads/acrobatmonitor.html) and share the log with us.

 

Let us know if you need any help.

 

Thanks,
Meenakshi

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Aug 12, 2020 0
Adobe Employee ,
Aug 14, 2020

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Hi There,

 

Thanks for posting the same here.

Seems like you obsereved a crasher while trying to Combine file(s). The same is working fine on WIN 10 and same version of Acroabat at pur end.

Can you help us with the workflow involved; and is the same happening with all the files or is specific to a set of file(s).

 

Regards,
Swapnil Srivastava

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Aug 14, 2020 0
New Here ,
Aug 14, 2020

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I have reached out to the specific user for details and will update as soon as I have information. I am reviewing the steps in https://helpx.adobe.com/acrobat/kb/acrobat-dc-crashes-on-windows-os.html currently to see if there is any improvement.

 

Bob

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Aug 14, 2020 0
New Here ,
Aug 18, 2020

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I have done all of the steps in th ekb and this is not resolved.
The issue is not related to specific documents. Sometimes they will combine
ok, other times Acrobat will crash with the same documents.

The user is getting very frustrated as this is a large part of her work.

Bob

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Aug 18, 2020 0
Adobe Employee ,
Aug 19, 2020

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Hi Bob,

Thanks for it, can you let us know the specific workflow the user is encountering crash. Also let us know the following so that we can help at the earliest 
1. Operating System version and Acorbat version

2. Is Create PDF working for those files every time. (Tools> create pdf > Single pdf)
3. How many file the user is triying to combine at once.
4. Is file context menu working fine ? (right click file and select 'combine file' option) 
5. Please share a set of file(s) where the issue is reprodicibe. 

Regards 
Himanshu Chand 

 

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Aug 19, 2020 0