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Acrobat DC crashes when signing in

New Here ,
Apr 25, 2018 Apr 25, 2018

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We have Adobe Export PDF for Acrobat DC, but when we sign into the program it crashes within seconds. When we sign out it's fine. Tried uninstall and reinstall as well as troubleshooting crash guide from Adobe. Any suggestions for this? Below is the output from the crash report.

Problem signature:

  Problem Event Name:  BEX

  Application Name:        AcroRd32.exe

  Application Version:     18.11.20038.5321

  Application Timestamp:              5a8eec86

  Fault Module Name:    StackHash_0a9e

  Fault Module Version: 0.0.0.0

  Fault Module Timestamp:          00000000

  Exception Offset:           37356969

  Exception Code:             c0000005

  Exception Data:              00000008

  OS Version:      6.1.7601.2.1.0.256.48

  Locale ID:          2057

  Additional Information 1:           0a9e

  Additional Information 2:           0a9e372d3b4ad19135b953a78882e789

  Additional Information 3:           0a9e

  Additional Information 4:           0a9e372d3b4ad19135b953a78882e789

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Adobe Employee ,
Apr 25, 2018 Apr 25, 2018

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Hi Alisond,

Looking at the information shared above, if I understand correctly that the Adobe Reader has been crashing when you try to "Sign In" in the application?

As you have already tried to uninstall and reinstall the application and that still doesn't work, then you may-

1- Use the cleaner tool Download Adobe Reader and Acrobat Cleaner Tool - Adobe Labs to remove the application and its files traces.

and reinstall it-  Download Pro or Standard versions of Acrobat DC | Non-subscription

2- If that doesn't help, then reset the application preferences- How to reset Acrobat Preference settings to default.

3- None of the solution provided above works for you, then you may check in a hidden admin account.

Let us know if nothing helps.

Regards,

Akanchha

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