Acrobat Pro DC - Crashing

Community Beginner ,
Feb 13, 2021 Feb 13, 2021

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When I open a PDF using Acrobat Pro DC and then attempt to adjust a form field in "Prepare Forms" tool the PDF crashes.

 

Any ideas?

 

Application Error (Event ID: 1000)

Faulting application name: Acrobat.exe, version: 21.1.20135.27840, time stamp: 0x6018e1a4
Faulting module name: MakeAccessible.api, version: 21.1.20135.27840, time stamp: 0x6018dfd7
Exception code: 0xc000001d
Fault offset: 0x000f7f98
Faulting process id: 0x33a8
Faulting application start time: 0x01d70237c59f4dd8
Faulting application path: C:\Program Files (x86)\Adobe\Acrobat DC\Acrobat\Acrobat.exe
Faulting module path: C:\Program Files (x86)\Adobe\Acrobat DC\Acrobat\plug_ins\MakeAccessible.api
Report Id: 0d7c983c-f975-45e3-a15a-79ecce864cc9
Faulting package full name: 
Faulting package-relative application ID: 

 

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correct answers 3 Correct Answers

Community Beginner , Feb 13, 2021 Feb 13, 2021
>"Help" ---> "Repair Installation"Confirmed, done that 3 times.  No difference. >Also, have you updated your version of MS Windows or did you performed and upgrade to MS Windows 10 from an earlier version? Windows 10 is fully patched and up to date. In addition: (1) removed, cleaned directories, re-installed.

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Adobe Community Professional , Feb 14, 2021 Feb 14, 2021
How about using the Acrobat Cleaner and Repair tool after uninstalling? Did you tried tgis method too with no success? Try to re-gister the module. The error you're getting is related to a dynamic link library that for some reason is installed in the wrong directory. If you notice in the error message that you posted, it clearly identifies the Adobe Acrobat plug-in. Disable that plug-in from Internet Explorer(if that is the case), or from the MS Office suite. Windows 10 may be fully patc...

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Community Beginner , Feb 15, 2021 Feb 15, 2021
Same issue after running AcroCleaner — Adobe Labs: Utilities for Acrobat products - no change, same error. Since the faulting plugin is owned and a part of Acrobat one would think the repaid tool should fx it? Yes? But I have system traced all dlls and all are registered. Faulting module: makeaccessible.api - What is makeaccessible.api? (processlibrary.com) Nice that Adobe blames Microsoft for their plugin.  Has nothring to do with IE (which i do not use) There is nothing on this system that it...

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Adobe Community Professional ,
Feb 13, 2021 Feb 13, 2021

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Is this happening even after you click on "Help" ---> "Repair Installation"?

 

Seems like the problematic API (or module) needs to be re-registered in the appropriate directory.

 

Also, have you updated your version of MS Windows or did you performed and upgrade to MS Windows 10 from an earlier version?

 

 

 

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Community Beginner ,
Feb 13, 2021 Feb 13, 2021

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>"Help" ---> "Repair Installation"

Confirmed, done that 3 times.  No difference.

 

>Also, have you updated your version of MS Windows or did you performed and upgrade to MS Windows 10 from an earlier version?

 

Windows 10 is fully patched and up to date.

 

In addition: (1) removed, cleaned directories, re-installed.

 

 

 

 

 

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Adobe Community Professional ,
Feb 14, 2021 Feb 14, 2021

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How about using the Acrobat Cleaner and Repair tool after uninstalling? Did you tried tgis method too with no success?

 

Try to re-gister the module. The error you're getting is related to a dynamic link library that for some reason is installed in the wrong directory.

 

If you notice in the error message that you posted, it clearly identifies the Adobe Acrobat plug-in.

 

Disable that plug-in from Internet Explorer(if that is the case), or from the MS Office suite.

 

Windows 10 may be fully patched, but add-ons, add-ins, or plug-ins don't update automatically with Windows.

 

Sometimes you have to verify and do these uldates manually.

 

That said, check also that your redistributables are all updated to its latest version (.Net, Visual Studio, C++).

 

And last, if you installed Acrobat using the CC Desktop app, I would suggest to also use the CC cleanup tool before reinstalling.

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Community Beginner ,
Feb 15, 2021 Feb 15, 2021

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  1. Same issue after running AcroCleaner — Adobe Labs: Utilities for Acrobat products - no change, same error.
  2. Since the faulting plugin is owned and a part of Acrobat one would think the repaid tool should fx it? Yes? But I have system traced all dlls and all are registered. Faulting module: makeaccessible.api - What is makeaccessible.api? (processlibrary.com)
  3. Nice that Adobe blames Microsoft for their plugin.  Has nothring to do with IE (which i do not use)
  4. There is nothing on this system that it not patched nightly.  It is a scripted process which runs every 24 hours and reports bugs in the process to me via a nightly email report.  Sorry again, but not system or patch related.  This is an Adobe problem and right now as a paying client for Adobe Acrobat Pro DC I feel cheated as support is horrific.
  5. Yes, yes, again redistributable packages and all patches are checked nightly - nothing on the system is not on the latest version.
  6. I installed Adobe Acrobat Pro DC as a standalone as I have zeon interest in Creative Cloud suite running on my system.  At this point I am one step away from dumping Adobe as it has garbage support.  

 

 

 

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Adobe Employee ,
Feb 15, 2021 Feb 15, 2021

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Hi Scott5E24,

 

Sorry for the inconvenience, can you please share the crash dumps with us so that we can investigate further.  
Please refer following link to collect the crash dump when Acrobat/Reader process crashes:

https://helpx.adobe.com/in/acrobat/kb/collect-logs-crash-freeze.html#CollectinglogswhenAcrobatReader...

 

Regards,

Rohit Anand

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Community Beginner ,
Feb 21, 2021 Feb 21, 2021

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As stated above.  The problems was solved by mydelf. 

 

Suggestion:  Improve the Adobe support for paying clients or you will find more angry and frustrated with your service - like I am now.  Not only would I never reccommend Adobe again, we are actively seeking to replace Adobe Acrobat within our organization.

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