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3

Adobe Acrobat Keeps Crashing While Editing Files

New Here ,
Sep 28, 2023 Sep 28, 2023

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Hello,

 

I am hoping someone is able to help me with this; I work in an enterprise environment and have a person whose Adobe Acrobat Standard keeps crashing while editing files; I tried reinstalling it and running the Acro Cleaner tool to make sure there were no files sitting around after I uninstalled. 

 

I am going to post the crash report we receive every time, it does not change; it is interesting as it refers to error 0xc0000005; which is a permissions issue? However that makes no sense since they have permissions to the file and can edit it? Either way, the crash report will be at the bottom. 

 

Their adobe version is all up to date and has the latest update from here; https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/continuous/dccontinuoussep2023.htm...

 

Any help would be much appreciated. Thank you 🙂

 

<?xml version="1.0"?>
<!DOCTYPE AdobeCrashReport SYSTEM "AdobeCrashReporter.dtd">
<crashreport serviceVersion="4.8.0.7" clientVersion="4.8.0.7" applicationName="Adobe Acrobat" applicationVersion="23.006.20320" build="0" source="Windows-Client" crashType="n/a">
<time year="2023" month="9" day="28" hour="11" minute="11" second="15" timeoffset="-480" timezone="Pacific Daylight Time"/>
<user guid="955b03db-aa47-4a2e-bbe4-f2af9d9f1e79"/>
<system platform="Windows 10 Enterprise" osversion="10.0" osbuild="19044" applicationlanguage="en-us" userlanguage="en-US" oslanguage="en-US" ram="16068" machine="12th Gen Intel(R) Core(TM) i5-1245U" model="Intel64 Family 6 Model 154 Stepping 4" cpuCount="12" cpuType="8664" cpuFreq="2496 MHz" processorArchitecture="9"/>
<gpu>
<gpuinfo availability="Running/Full Power" adapterCompatibility="Intel Corporation" adapterRAM="1024 MB" caption="Intel(R) Iris(R) Xe Graphics" description="Intel(R) Iris(R) Xe Graphics" driverDate="20230510000000.000000-000" driverVersion="31.0.101.4369" videoModeDescription="1920 x 1080 x 4294967296 colors" pnpDeviceID="PCI&#92;VEN_8086&#38;DEV_46A8&#38;SUBSYS_0B041028&#38;REV_0C&#92;3&#38;11583659&#38;0&#38;10" installedDisplayDrivers="&#60;&#62;,igd10iumd64.dll,igd12umd64.dll"/>
</gpu>
<crash exception="EXCEPTION_ACCESS_VIOLATION" exceptionCode="0xc0000005" instruction="0x00007FFE02AF5B08">
<backtrace crashedThread="0">
<thread index="0">
<stackStatement index="0" address="0x00007FFE02AF5B08" symbolname="DsrGetResourceAccount"/>
<stackStatement index="1" address="0x00007FFE02AF4C50" symbolname="DsrGetResourceAccount"/>
<stackStatement index="2" address="0x00007FFE02AE9174" symbolname="DsrGetResourceAccount"/>
<stackStatement index="3" address="0x00007FFE02AE47C0" symbolname="DsrGetJoinInfoEx"/>
<stackStatement index="4" address="0x00007FFE02AE40FA" symbolname="DsrGetJoinInfo"/>
<stackStatement index="5" address="0x00007FFE0194E4D3" symbolname="WerpAuxmdMapFile"/>
<stackStatement index="6" address="0x00007FFE018FDFDA" symbolname="WerpStitchedMinidumpVmPostReadCallback"/>
<stackStatement index="7" address="0x00007FFE018FD904" symbolname="WerpStitchedMinidumpVmPostReadCallback"/>
<stackStatement index="8" address="0x00007FFE019394F9" symbolname="WerReportSubmit"/>
<stackStatement index="9" address="0x00007FFE0462B814" symbolname="GdiHandleBeingTracked"/>
<stackStatement index="10" address="0x00007FFE0462C0FF" symbolname="GdiHandleBeingTracked"/>
<stackStatement index="11" address="0x00007FFE0462C7F5" symbolname="GdiHandleBeingTracked"/>
<stackStatement index="12" address="0x00007FFE045FC1F2" symbolname="CreateDIBSection"/>
<stackStatement index="13" address="0x00007FFE06242929" symbolname="CreateDIBSection"/>
<stackStatement index="14" address="0x00000000531F653E" symbolname="DllCanUnloadNow"/>
<stackStatement index="15" address="0x00000000531F627D" symbolname="DllCanUnloadNow"/>
<stackStatement index="16" address="0x00000000531F5E14" symbolname="DllCanUnloadNow"/>
<stackStatement index="17" address="0x00000000531F5C22" symbolname="DllCanUnloadNow"/>
<stackStatement index="18" address="0x00000000531F5BAA" symbolname="DllCanUnloadNow"/>
<stackStatement index="19" address="0x00000000542FEBB6" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>
<stackStatement index="20" address="0x00000000549651BF" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>
<stackStatement index="21" address="0x0000000054A680AC" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>
<stackStatement index="22" address="0x0000000054A663A2" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>
<stackStatement index="23" address="0x0000000054966DAE" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>
<stackStatement index="24" address="0x000000005496ABA5" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>
<stackStatement index="25" address="0x000000005496AD03" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>
<stackStatement index="26" address="0x000000005496AE2F" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>
<stackStatement index="27" address="0x000000005495E2E4" symbolname="AIDE::PixelPartInfo::PixelPartInfo"/>
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<stackStatement index="29" address="0x000000005321C1FB" symbolname="DllCanUnloadNow"/>
<stackStatement index="30" address="0x000000005321BDF6" symbolname="DllCanUnloadNow"/>
<stackStatement index="31" address="0x00000000533721C7" symbolname="DllCanUnloadNow"/>
<stackStatement index="32" address="0x000000005337155F" symbolname="DllCanUnloadNow"/>
<stackStatement index="33" address="0x00000000531EF047" symbolname="DllCanUnloadNow"/>
<stackStatement index="34" address="0x0000000053379204" symbolname="DllCanUnloadNow"/>
<stackStatement index="35" address="0x000000005321C1FB" symbolname="DllCanUnloadNow"/>
<stackStatement index="36" address="0x000000005321BDF6" symbolname="DllCanUnloadNow"/>
<stackStatement index="37" address="0x00000000533721C7" symbolname="DllCanUnloadNow"/>
<stackStatement index="38" address="0x000000005337155F" symbolname="DllCanUnloadNow"/>
<stackStatement index="39" address="0x00000000531EF047" symbolname="DllCanUnloadNow"/>
<stackStatement index="40" address="0x0000000053379204" symbolname="DllCanUnloadNow"/>
<stackStatement index="41" address="0x000000005321C1FB" symbolname="DllCanUnloadNow"/>
<stackStatement index="42" address="0x000000005321BDF6" symbolname="DllCanUnloadNow"/>
<stackStatement index="43" address="0x00000000533721C7" symbolname="DllCanUnloadNow"/>
<stackStatement index="44" address="0x000000005337155F" symbolname="DllCanUnloadNow"/>
<stackStatement index="45" address="0x00000000531EF047" symbolname="DllCanUnloadNow"/>
<stackStatement index="46" address="0x0000000053379204" symbolname="DllCanUnloadNow"/>
<stackStatement index="47" address="0x000000005321C1FB" symbolname="DllCanUnloadNow"/>
<stackStatement index="48" address="0x000000005321BDF6" symbolname="DllCanUnloadNow"/>
<stackStatement index="49" address="0x00000000533721C7" symbolname="DllCanUnloadNow"/>
<stackStatement index="50" address="0x000000005337155F" symbolname="DllCanUnloadNow"/>
<stackStatement index="51" address="0x00000000531EF047" symbolname="DllCanUnloadNow"/>
<stackStatement index="52" address="0x00000000531EEB33" symbolname="DllCanUnloadNow"/>
<stackStatement index="53" address="0x00000000531E4699" symbolname="DllCanUnloadNow"/>
<stackStatement index="54" address="0x0000000053331161" symbolname="DllCanUnloadNow"/>
<stackStatement index="55" address="0x000000005334D4C8" symbolname="DllCanUnloadNow"/>
<stackStatement index="56" address="0x00000000533B06A5" symbolname="DllCanUnloadNow"/>
<stackStatement index="57" address="0x00000000533B0339" symbolname="DllCanUnloadNow"/>
<stackStatement index="58" address="0x00000000533B0193" symbolname="DllCanUnloadNow"/>
<stackStatement index="59" address="0x00000000533AFE85" symbolname="DllCanUnloadNow"/>
<stackStatement index="60" address="0x00000000533AFD6D" symbolname="DllCanUnloadNow"/>
<stackStatement index="61" address="0x000000005315E9F9" symbolname="AcroWinMainSandbox"/>
<stackStatement index="62" address="0x000000005315C449" symbolname="AcroWinMainSandbox"/>
<stackStatement index="63" address="0x00007FF6E26E7259" symbolname="sidestep::PreamblePatcher::PatchShortJump"/>
<stackStatement index="64" address="0x00007FF6E276E732" symbolname="AcroRd32IsBrokerProcess"/>
<stackStatement index="65" address="0x00007FFE06497614" symbolname="BaseThreadInitThunk"/>
<stackStatement index="66" address="0x00007FFE068826F1" symbolname="RtlUserThreadStart"/>
</thread>
</backtrace>
<registerSet>
<register name="RAX" value="0x0000000000000000"/>
<register name="RBX" value="0x0000000000000000"/>
<register name="RCX" value="0x0000000000000001"/>
<register name="RDX" value="0x0000000000000001"/>
<register name="RSI" value="0x0000000000000001"/>
<register name="RDI" value="0x000002790DB94598"/>
<register name="RSP" value="0x000000B94B4FC0C0"/>
<register name="RBP" value="0x000000B94B4FC181"/>
<register name="RIP" value="0x00007FFE02AF5B08"/>
<register name="EFL" value="0x0000000000010246"/>
<register name="LastExceptionToRip" value="0x0000000000000000"/>
<register name="LastExceptionFromRip" value="0x0000000000000000"/>
</registerSet>

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<dumpType>
Full
</dumpType>
<hbLogSessionDllStatus>

</hbLogSessionDllStatus>
</crash>

</crashreport>

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