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Question

Acrobat DC/Creative Cloud Won't Open (But Used To), Windows 10 64

Forum|Forum|8 years ago
October 14, 2017
4 replies
1785 views

System architecture: AMD CPU Family:15, Model:2, Stepping:0 with MMX, SSE Integer, SSE FP, SSE2, SSE3, SSE4.1, SSE4.2, AVX
Physical processor count: 4
Logical processor count: 8
Processor speed: 4019 MHz
Built-in memory: 32732 MB

Windows 10 Pro 64 bit

Creative Cloud

When trying to launch Acrobat DC the Application Window opens but hangs with the error "Adobe Acrobat DC 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.)

Of course, no notification of any solution has been provided.

I've uninstalled, reinstalled, then installed Acrobat Reader and got the same error message with Acrobat Reader.

Same thing happens in Windows 8 Compatibility Mode.

My Output Module in Bridge works wonderfully producing .pdf's, and .pdf's display and navigate perfectly in Bridge.

Distiller DC works great (standalone).

Deleted Preferences and User Preferences Folders (AppData>Roaming>Adobe>Acrobat>DC) but they have not been rebuilt. I replaced them with some out of my archived OS (only a couple of weeks old, when I know everything worked perfectly) and still, won't open.

Thanks for any suggestions. I need Acrobat to delivery my products.

This topic has been closed for replies.

Idaho Airships, Inc.Author

Known Participant

Well, after several (very frustrating) hours of working with CC to try and resolve the problem, I have apparently gotten a successful install of CC 2018. I have no idea what I've done that was eventually successful as I've been through some 15 or so "processes" to get things configured. These processes included uninstalling the apps, reinstalling the apps, using Adobe's CC Cleaner...one would think this would be a mechanical matter with no voodoo or dark arts involved, but every step of the way seemed to produce a variety of collisions between apps, supporting services, etc. At one point I couldn't even get Photoshop to open, and I was getting various disk errors on reboot (something one wouldn't normally expect from app installation).

My solution appears to have been uninstalling everything (except Preferences) from all Apps, then uninstalling CC, then reinstalling CC, then reinstalling the apps. While that seems pretty straightforward, there were numerous interruptions and failures through that exercise.

I think the CC Cleaner should perhaps be refined a bit, with a true nuclear option?

AnandSri

Community Manager

Hi Idaho Airships,

As per the description above , the Acrobat Pro DC is not launching, Is that correct?

Please use the Adobe Cleaner tool to remove the Acrobat Pro DC and Reader Download Adobe Reader and Acrobat Cleaner Tool - Adobe Labs Link: http://labs.adobe.com/downloads/acrobatcleaner.html

Restart the machine, and then download and install the Acrobat Pro DC from Download Pro or Standard versions of Acrobat DC, 2017, XI, or X Link: https://helpx.adobe.com/acrobat/kb/acrobat-downloads.html

Right Click on the Acrobat icon and choose Run as Administrator after the fresh installation.

Hope this helps, and keep us posted with the results.

Regards,

Anand Sri.

Idaho Airships, Inc.Author

Known Participant

Thank you, Anand! I am starting that process now but wished to note that the Adobe Labs Acrobat Cleaner Tool (v.4, 2015) does instruct that the tools is to be used on the standalone and not the CC version of Acrobat. Will give it a shot and let you know what happens. Incidentally, here's the Event Viewer description of the failure:

Log Name: Application

Source: Application Error

Date: 10/20/2017 10:21:47 AM

Event ID: 1000

Task Category: (100)

Level: Error

Keywords: Classic

User: N/A

Computer: lworkstation

Description:

Faulting application name: Acrobat.exe, version: 17.12.20098.44270, time stamp: 0x599eb8a8

Faulting module name: Msftedit.dll, version: 10.0.15063.674, time stamp: 0xe96b861e

Exception code: 0xc0000005

Fault offset: 0x00061a48

Faulting process id: 0x8

Faulting application start time: 0x01d349bf86387212

Faulting application path: C:\Program Files (x86)\Adobe\Acrobat DC\Acrobat\Acrobat.exe

Faulting module path: C:\WINDOWS\SYSTEM32\Msftedit.dll

Report Id: 0d9c8ec0-0b9b-4497-ba51-b4498c838380

Faulting package full name:

Faulting package-relative application ID:

Event Xml:

<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">

<System>

<Provider Name="Application Error" />

<EventID Qualifiers="0">1000</EventID>

<Level>2</Level>

<Task>100</Task>

<Keywords>0x80000000000000</Keywords>

<TimeCreated SystemTime="2017-10-20T16:21:47.495720100Z" />

<EventRecordID>1390485</EventRecordID>

<Channel>Application</Channel>

<Computer>lworkstation</Computer>

<Security />

</System>

<EventData>

<Data>Acrobat.exe</Data>

<Data>17.12.20098.44270</Data>

<Data>599eb8a8</Data>

<Data>Msftedit.dll</Data>

<Data>10.0.15063.674</Data>

<Data>e96b861e</Data>

<Data>c0000005</Data>

<Data>00061a48</Data>

<Data>8</Data>

<Data>01d349bf86387212</Data>

<Data>C:\Program Files (x86)\Adobe\Acrobat DC\Acrobat\Acrobat.exe</Data>

<Data>C:\WINDOWS\SYSTEM32\Msftedit.dll</Data>

<Data>0d9c8ec0-0b9b-4497-ba51-b4498c838380</Data>

<Data>

</Data>

<Data>

</Data>

</EventData>

</Event>

Idaho Airships, Inc.Author

Known Participant

Deleted C:\Program Data\Adobe\SLStore directory . Still won't launch.

Idaho Airships, Inc.Author

Known Participant

One time I did receive:

The exception Privileged instruction. (0xc0000096) occured in the application at 0x000000005019B0D5

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