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jaredj74627508
Participating Frequently
February 28, 2018
Question

Acrobat Reader DC and Adobe Acrobat DC Cleaner Tool has stopped working...

  • February 28, 2018
  • 1 reply
  • 19827 views

I am in the process configuring an uninstaller for Adobe Reader in case we have failed installation within our company.  I found your cleaner tool, which is exactly what I needed!

However, after the tool completes the uninstall process (logs have finished being written), it crashes.  I have tested this on multiple computers.  Even if I run the tool without any adobe software installed, whenever it completes and you hit "Finish", it crashes.  If I run it silently, it crashes.

My machine is a Precision 3520 with Windows 10 1709.  However, this happened with a VM running 1709 as well.

Has anyone else experienced this?

This topic has been closed for replies.

1 reply

EnterpriseHelp
Community Manager
EnterpriseHelpCommunity Manager
Community Manager
February 28, 2018

What are the product versions you are trying to remove?

J
jaredj74627508Author
Participating Frequently
February 28, 2018

I have been testing the tool by removing 18.011.20035.

The removal appears to be successful and the logging ends.

Like I mentioned before, even if I run the tool when NO adobe product is installed, it still crashes at the end once you click "Finish."

.

EnterpriseHelp
Community Manager
EnterpriseHelpCommunity Manager
Community Manager
March 1, 2018

Here are the error details from the Application logs...

Faulting application name: AdobeAcroCleaner_DC2015.exe, version: 4.0.0.15957, time stamp: 0x5595f7a4

Faulting module name: ntdll.dll, version: 10.0.16299.192, time stamp: 0x16e7ff7f

Exception code: 0xc0000374

Fault offset: 0x000da8b9

Faulting process id: 0x6080

Faulting application start time: 0x01d3b0cb50c6709a

Faulting application path: C:\Users\________\Desktop\AdobeAcroCleaner_DC2015.exe

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

Report Id: 4b4d5a13-9b15-4817-8749-9ff86c275b86

Faulting package full name:

Faulting package-relative application ID:


I see that you're installing the lasted version downloaded online.  I'm still not clear on whether you're reporting a bug or are having a problem. I'll take a stab at some scenarios: 

  • If you are installing Reader for the first time on machines then you don't need the cleaner. If it's crashing in that scenario, you don't have a problem but there could  be a minor tool bug when running it when no product is installed.
  • If you are removing older versions of Reader (or any older versions exist on the machine), then you are not using the right version of the cleaner. There are versions for each product version (e.g.: use the 11.x cleaner to remove 11.x products).
  • If you haven't deployed yet, there's no reason to uninstall. Moreover, the cleanup tool is not a replacement for the product uninstaller. Use the uninstaller to uninstall the product and only use the cleaner if a future install somehow fails because the previous uninstall was not complete. The cleaner is a backup tool for use in unusual cases.

Do either of those apply to you? In two places above you state the cleanup is successful and logging completes. If you are having an issue that prevents you from installing the product or I'm missing some detail, please post back.

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