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Adobe PDF Crash on Exit?

Community Beginner ,
Aug 26, 2020

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Our medical record system (Cerner) is registering an Adobe crash upon exit.  We have walked through the workflow and are unable to reproduce the crash.  Our users also report that they don't see a crash.  However, the crash data still shows that something is abnormally terminating.  Anyone else have this problem?  Any ideas how to resolve?

 

We are utilizing VDI with Windows Server 2016 Standard.

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Adobe PDF Crash on Exit?

Community Beginner ,
Aug 26, 2020

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Our medical record system (Cerner) is registering an Adobe crash upon exit.  We have walked through the workflow and are unable to reproduce the crash.  Our users also report that they don't see a crash.  However, the crash data still shows that something is abnormally terminating.  Anyone else have this problem?  Any ideas how to resolve?

 

We are utilizing VDI with Windows Server 2016 Standard.

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Crash or freeze

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87

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Aug 26, 2020 0
Adobe Community Professional ,
Aug 26, 2020

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It will be helpful if you can provide from minidumps or crashlogs so that the Adobe Engineering team can examine what happened.

 

Here's how to collect logs for Acrobat crashes:

 

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Aug 26, 2020 0
Community Beginner ,
Aug 27, 2020

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Is there a way to provide the dump files in a private/non-community forum fashion?

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Aug 27, 2020 0
Adobe Community Professional ,
Aug 27, 2020

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You can share them via document cloud or any cloud service. And share the link via private message.

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Aug 27, 2020 0
Community Beginner ,
Aug 28, 2020

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Our dump files contain PHI so unfortunately we aren't able to share them.  Are you able to provide your symbol (PDB) files for the AcroPDF64 dll?  As a point of clarification, it is that DLL that is registering a crash on exit; not the application as a whole.

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Aug 28, 2020 0
Adobe Community Professional ,
Aug 28, 2020

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In that case I think you should reach out directly to this Adobe Employee:

 

https://community.adobe.com/t5/user/viewprofilepage/user-id/1189576

 

Without looking at the crash log I can't see what is the problem.  Are you getting additional messages in that log saying something like a module did not registered or missing?

 

 

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Aug 28, 2020 1
Community Beginner ,
Aug 31, 2020

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No messages in our log that we are aware of (we utilize VDI and the desktop tears down as soon as the user logs off but the crash files are automatically uploaded to a share for retention).

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Aug 31, 2020 0
Adobe Community Professional ,
Aug 31, 2020

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Do you experience the same crash if you're using Adobe Reader DC instead of Acrobat?

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Aug 31, 2020 0
ls_rbls LATEST
Adobe Community Professional ,
Aug 31, 2020

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See this Micrososft guidance for debugging symbols : https://docs.microsoft.com/en-us/windows/win32/dxtecharts/debugging-with-symbols

 

Scroll down to the section " Adding Symbols to a Symbol Server".

 

Also, on the client computers this  DLL resides  in : 

  • C:\Program Files (x86)\Common Files\Adobe\Acrobat\ActiveX

 

The DLL shoud match the target Windows build where the problem is happning. If the computers that are experiencing the crash are still using Internet Explorer 11 See if the Adobe PDF Acrobat/Reader browser  extension needs to be reinstalled or manually reset Active-X controls in the browser.

 

I would say to ensure that those Windows clients are not default to MS Edge browser and messing up something. 

 

I'm only suggesting this becaus ewhen yuo try to do this in Internet Explorer, it will forward you to a landing page encouraging the users to migrate to the new MS Edge (which is Chrome-based web browser). 

 

This may or may not break the current integration of Acrobat with Internet Explorer, which also integrates with the Windows Explorer file browser.

 

Updating Acrobat, or reparing the installation, uninstalling and re-installing, disabling automatic updates, are additional suggested VDI deployment guidance.

 

I don't think this is much help, but if I was the IT guy in your workplace I would be looking into this , not just the server DLL indexing at the server level.

 

Nevertheless, have you been able to consult with the Cerner support ?  I would check with their IT if there is any release notes addressing this problem with the document managing workflow: https://www.cerner.com/support

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Aug 31, 2020 1