Adobe DC and XI Exception code: 0xc0000005

[kok leongt21897006]

Hi Recently we have a couple fo users with Adobe XI as well as Adobe DC users who encoutered the above issue

Exception code: 0xc0000005
Fault offset: 0x00c57530
Faulting process id: 0x4458
Faulting application start time: 0x01d58df7d3d039e7
Faulting application path: C:\Program Files (x86)\Adobe\Acrobat 11.0\Acrobat\Acrobat.exe
Faulting module path: C:\Program Files (x86)\Adobe\Acrobat 11.0\Acrobat\Acrobat.dll
Report Id: 8556bd5f-4ccf-4c78-8b73-1f171ace325d
Faulting package full name:
Faulting package-relative application ID:

[ls_rbls]

Hi,

You've mentioned about users having the same problem in both Acrobat DC and XI.

In which operating system did this problem started manifesting?

Also, did this exception fault occured after an upgrade from Adobe Acrobat XI  to DC? or after an operating system upgrade from Windows 7 to Windows 10?

[Emmanuel D.]

Hi,

We are facing the exact same issue , since the 28 on Adobe Standard XI on at least 3 computers

Faulting application name: Acrobat.exe, version: 11.0.0.379, time stamp: 0x505fd1ce
Faulting module name: Acrobat.dll, version: 11.0.0.379, time stamp: 0x505fd1b6
Exception code: 0xc0000005
Fault offset: 0x00c57530
Faulting process id: 0x4bc8
Faulting application start time: 0x01d58fcd154905af
Faulting application path: C:\Program Files (x86)\Adobe\Acrobat 11.0\Acrobat\Acrobat.exe

We have it on Windows 10 Enterp. 1809 (and most probably on 1709)

with or without the Oct security udpates.

any help would be appreciate.

Thanks

Regards,

Emmanuel

[ls_rbls]

Perform an update in the operating system, the Adobe Acrobat XI and DC to reflect their current verion.

Then download the Uninstall Install Windows Troubleshooter:

https://support.microsoft.com/en-us/help/17588/windows-fix-problems-that-block-programs-being-instal... 

[Emmanuel D.]

Hi,

Our Win 10 Enter 1809 is up to date.

I try to remove adobe DC (to keep only Adobe Acrobat XI running) = same result:

the program crash after few seconds does not matter what we do

same if we try to use the help > repair Adobe installation: it crash

Using the uninstall install windows troubleshooter does not give us any result so far.

Thanks for your help

Emmanuel

[ls_rbls]

Hi,

Can you share a minidump so that someone from the Adobe staff see if they can reproduce the problem and analyze it on their end?

In the meanwhile, these are tools you may want to try if you have not yet:

• https://smallbusiness.chron.com/erase-adobe-registration-file-45714.html 
• Adobe Acrobat and Reader Repair Tool  https://labs.adobe.com/downloads/acrobatcleaner.html 
• Adobe Creative Cloud Cleaner Tool  https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html 
• Adobe Licensing Repair Tool https://www.adobe.com/support/contact/licensing.html 
• Adobe Limited Access Repair Tool fix https://helpx.adobe.com/creative-cloud/kb/limited_access_repair_tool.html 

[Emmanuel D.]

hello

I found the solution by applying the following patch:

ftp://ftp.adobe.com/pub/adobe/acrobat/win/11.x/11.0.23/misc/

fixed now

Thanks

Regards,

Emmanuel

[ls_rbls]

Good deal!  Dont forget to mark you answer as correct

[SamThomas88]

At my organisation, we've just seen this affect everyone, starting on Friday 17/4/2020. Tried uninstalling/reinstalling, repairing etc, only upgrading to DC Reader (still free) did the trick. 

If anyone knows WHY this happens, that'd be great.

[ls_rbls]

Is because Adobe Acrobat Pro XI reached end of support back in 2017.  Any issues, fixes, patches, or security mitigation are not supported anymore for that version. 

Newer update version releases of Adobe Acrobat Pro have addressed many fixes, so like in your case, the best course of action is to upgrade. 

[ls_rbls]

Please ignore my last reply.

See this discussion where it actually resolves the issue with am unconventional approach: https://community.adobe.com/t5/acrobat/acrobat-xi-keeps-crashing/m-p/11072610#M252255 

[ls_rbls]

Hey SamThomas,

A few days ago three other users found a solution and I posted the wrong link for you.

So please ignore my last replies in this thread and join the following discussion in the link below. It actually resolves the issue with an unconventional approach:

 https://community.adobe.com/t5/acrobat/acrobat-xi-keeps-crashing/m-p/11072610#M252255 

The problem seems more like a bug that Micrososft introduced accidentally during the migration and security mitigation efforts to Windows 10,  as it is affecting a lot of users that didn't had any problems before with Adobe Acrobat XI. 

I may be entirely wrong though but see if the work around in the link that I posted above helps.

It basically involves a little skill in networking, so you need to loopback acroipm.adobe.com to address 127.0.0.1 in the windows host file or block it at the router level.