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Acrobat keeps crashing

Jul 18, 2013 1:57 PM

The company that I work for has been having an issue with three machines (1 Dell OptiPlex 780 and 2 Dell OptiPlex 760's) where Adobe Acrobat XI Standard will crash and then report that adobe.exe has failed. This force closes the program causing you to rescan everything that you had initially put through the scanner (This happens intermittently). When running Debug Diagnostic tool I received a few different errors. We are running this across multiple platforms, the 780 is running Windows 7, and the two 760’s are currently running Windows XP and have the same issue on all three machines. Unfortunately I can only assume they are the same errors because they show the same symptoms.

 

In Acrobat__PID__1380__Date__04_08_2013__Time_09_47_44AM__995__Second_Ch ance_Exception_C0000374.dmp the assembly instruction at ntdll!RtlReportCriticalFailure+57 in C:\Windows\System32\ntdll.dll from Microsoft Corporation has caused an unknown exception (0xc0000374) on thread 0

Thread 0 - System ID 5576

Entry point

  0x00000000

Create time

  4/8/2013 9:47:19 AM

Time spent in user mode

  0 Days 00:00:06.505

Time spent in kernel mode

  0 Days 00:00:00.982



This thread is not fully resolved and may or may not be a problem. Further analysis of these threads may be required.

Function

  Source

ntdll!RtlReportCriticalFailure+57

 

ntdll!RtlpReportHeapFailure+21

 

ntdll!RtlpLogHeapFailure+a1

 

ntdll!RtlFreeHeap+64

 

kernel32!HeapFree+14

 

msvcr100!free+1c

 

Acrobat_54560000!CTJPEGDecoderRelease+134a7

 

Acrobat_54560000!AX_ASRamFileSysSetLimitKB+1a4021

 

Acrobat_54560000!AX_ASRamFileSysSetLimitKB+1a4e9a

 

Acrobat_54560000!AX_ASRamFileSysSetLimitKB+1a5bf7

 

Scan!PlugInMain+19806

 

Scan!DllUnregisterServer+1c186

 

Scan!DllUnregisterServer+1c554

 

Scan!DllUnregisterServer+f568

 

Scan!DllUnregisterServer+16af

 

Scan!DllUnregisterServer+1d65

 

Scan!DllUnregisterServer+6c05

 

Scan!DllUnregisterServer+1ebf6

 

Scan!DllUnregisterServer+1b845

 

Scan!DllUnregisterServer+1bcb6

 

Scan!PlugInMain+20b87

 

Scan!PlugInMain+21cb8

 

Scan!PlugInMain+229df

 

Scan!PlugInMain+22b0c

 

Scan!PlugInMain+22c06

 

Acrobat_54560000!CTJPEGRotateOptions::operator=+31b2a9

 

Acrobat_54560000!CTJPEGRotateOptions::operator=+a616e

 

Acrobat_54560000!CTJPEGRotateOptions::operator=+a67b4

 

Acrobat_54560000!CTJPEGRotateOptions::operator=+a7185

 

Acrobat_54560000!CTJPEGRotateOptions::operator=+34287f

 

Acrobat_54560000!CTJPEGRotateOptions::operator=+a7185

 

Acrobat_54560000!DllUnregisterServer+2c0f4

 

Acrobat_54560000!DllUnregisterServer+2c16b

 

Acrobat_54560000!CTJPEGRotateOptions::operator=+a62c1

 

Acrobat_54560000!CTJPEGRotateOptions::operator=+a633b

 

Acrobat_54560000!CTJPEGRotateOptions::operator=+33f54b

 

Acrobat_54560000!CTJPEGRotateOptions::operator=+c9724

 

Acrobat_54560000!CTJPEGRotateOptions::operator=+ca0ed

 

Acrobat_54560000!CTJPEGRotateOptions::operator=+d4b5f

 

Acrobat_54560000!DllCanUnloadNow+6262

 

Acrobat_54560000!DllCanUnloadNow+5e7e

 

user32!InternalCallWinProc+23

 

user32!UserCallWinProcCheckWow+14b

 

user32!DispatchMessageWorker+35e

 

user32!DispatchMessageW+f

 

Acrobat_54560000!DllCanUnloadNow+20270

 

Acrobat_54560000!DllCanUnloadNow+200e5

 

Acrobat_54560000!AcroWinMain+425

 

Acrobat_54560000!AcroWinMain+16

 

Acrobat+1957

 

Acrobat+41d4

 

Acrobat!std::_Init_locks::operator=+28d

 

kernel32!BaseThreadInitThunk+e

 

ntdll!__RtlUserThreadStart+70

 

ntdll!_RtlUserThreadStart+1b

In Acrobat__PID__4384__Date__05_13_2013__Time_03_13_19PM__529__Second_Ch ance_Exception_C0000005.dmp the assembly instruction at Acrobat_5f6a0000!CTJPEGDecoderRelease+13469 in C:\Program Files\Adobe\Acrobat 11.0\Acrobat\Acrobat.dll from Adobe Systems Incorporated has caused an access violation exception (0xC0000005) when trying to write to memory location 0x6d614e6e on thread 0

Thread 0 - System ID 4136

Entry point

  0x00000000

Create time

  5/13/2013 3:13:01 PM

Time spent in user mode

  0 Days 00:00:06.458

Time spent in kernel mode

  0 Days 00:00:00.577



This thread is not fully resolved and may or may not be a problem. Further analysis of these threads may be required.

Function

  Source

Acrobat_5f6a0000!CTJPEGDecoderRelease+13469

 

Acrobat_5f6a0000!AX_ASRamFileSysSetLimitKB+1a4021

 

Acrobat_5f6a0000!AX_ASRamFileSysSetLimitKB+1a4e9a

 

Acrobat_5f6a0000!AX_ASRamFileSysSetLimitKB+1a5bf7

 

Scan!PlugInMain+19806

 

Scan!DllUnregisterServer+1c186

 

Scan!DllUnregisterServer+1c554

 

Scan!DllUnregisterServer+f568

 

Scan!DllUnregisterServer+16af

 

Scan!DllUnregisterServer+1d65

 

Scan!DllUnregisterServer+6c05

 

Scan!DllUnregisterServer+1ebf6

 

Scan!DllUnregisterServer+1b845

 

Scan!DllUnregisterServer+1bcb6

 

Scan!PlugInMain+20b87

 

Scan!PlugInMain+21cb8

 

Scan!PlugInMain+229df

 

Scan!PlugInMain+22b0c

 

Scan!PlugInMain+22c06

 

Acrobat_5f6a0000!CTJPEGRotateOptions::operator=+238a7b

 

Acrobat_5f6a0000!CTJPEGRotateOptions::operator=+31b2a9

 

Acrobat_5f6a0000!CTJPEGRotateOptions::operator=+a616e

 

Acrobat_5f6a0000!CTJPEGRotateOptions::operator=+a67b4

 

Acrobat_5f6a0000!CTJPEGRotateOptions::operator=+a7185

 

Acrobat_5f6a0000!CTJPEGRotateOptions::operator=+34287f

 

Acrobat_5f6a0000!CTJPEGRotateOptions::operator=+a7185

 

Acrobat_5f6a0000!DllUnregisterServer+2c0f4

 

Acrobat_5f6a0000!DllUnregisterServer+2c16b

 

Acrobat_5f6a0000!CTJPEGRotateOptions::operator=+a62c1

 

Acrobat_5f6a0000!CTJPEGRotateOptions::operator=+a633b

 

Acrobat_5f6a0000!CTJPEGRotateOptions::operator=+33f54b

 

Acrobat_5f6a0000!CTJPEGRotateOptions::operator=+c9724

 

Acrobat_5f6a0000!CTJPEGRotateOptions::operator=+ca0ed

 

Acrobat_5f6a0000!CTJPEGRotateOptions::operator=+d4b5f

 

Acrobat_5f6a0000!DllCanUnloadNow+6262

 

Acrobat_5f6a0000!DllCanUnloadNow+5e7e

 

user32!InternalCallWinProc+23

 

user32!UserCallWinProcCheckWow+14b

 

user32!DispatchMessageWorker+35e

 

user32!DispatchMessageW+f

 

Acrobat_5f6a0000!DllCanUnloadNow+20270

 

Acrobat_5f6a0000!DllCanUnloadNow+200e5

 

Acrobat_5f6a0000!AcroWinMain+425

 

Acrobat_5f6a0000!AcroWinMain+16

 

Acrobat+1957

 

Acrobat+41d4

 

Acrobat!std::_Init_locks::operator=+28d

 

kernel32!BaseThreadInitThunk+e

 

ntdll!__RtlUserThreadStart+70

 

ntdll!_RtlUserThreadStart+1b

In Acrobat__PID__4928__Date__04_12_2013__Time_02_22_41PM__80__Second_Cha nce_Exception_C0000005.dmp the assembly instruction at BIB!BIBInitialize4+3316 in C:\Program Files\Adobe\Acrobat 11.0\Acrobat\BIB.dll from Adobe Systems Incorporated has caused an access violation exception (0xC0000005) when trying to read from memory location 0x0000001d on thread 0

Thread 0 - System ID 3136

Entry point

  0x00000000

Create time

  4/12/2013 2:22:08 PM

Time spent in user mode

  0 Days 00:00:17.986

Time spent in kernel mode

  0 Days 00:00:01.388



This thread is not fully resolved and may or may not be a problem. Further analysis of these threads may be required.

Function

  Source

BIB!BIBInitialize4+3316

 

BIB!BIBInitialize4+3fc0

 

Acrobat_52370000!AcroWinBrowserMain+1362d

 

Acrobat_52370000!DllCanUnloadNow+ef30b

 

Acrobat_52370000!DllCanUnloadNow+ef05e

 

Acrobat_52370000!DllCanUnloadNow+eef48

 

Acrobat_52370000!DllCanUnloadNow+ce879

 

Acrobat_52370000!DllCanUnloadNow+cd10b

 

Acrobat_52370000!DllCanUnloadNow+cb3f0

 

Acrobat_52370000!DllCanUnloadNow+cb1dc

 

Acrobat_52370000!DllCanUnloadNow+c9aea

 

Acrobat_52370000!DllCanUnloadNow+c97aa

 

Acrobat_52370000!DllCanUnloadNow+c96ba

 

Acrobat_52370000!DllCanUnloadNow+c9534

 

Acrobat_52370000!DllCanUnloadNow+5f38

 

Acrobat_52370000!DllCanUnloadNow+5e7e

 

user32!InternalCallWinProc+23

 

user32!UserCallWinProcCheckWow+14b

 

user32!DispatchClientMessage+da

 

user32!__fnDWORD+24

 

ntdll!KiUserCallbackDispatcher+2e

 

user32!NtUserDispatchMessage+c

 

user32!DispatchMessageWorker+3d5

 

user32!DispatchMessageA+f

 

Scan!DllUnregisterServer+17e6e

 

PaperCapture+183d1

 

PaperCapture+f2d7

 

PaperCapture+fb68

 

Scan!PlugInMain+18147

 

Scan!DllUnregisterServer+1b608

 

Scan!DllUnregisterServer+1bcb6

 

Scan!PlugInMain+20b87

 

Scan!PlugInMain+21cb8

 

Scan!PlugInMain+229df

 

Scan!PlugInMain+22b0c

 

Scan!PlugInMain+22c06

 

Acrobat_52370000!CTJPEGRotateOptions::operator=+238a7b

 

Acrobat_52370000!CTJPEGRotateOptions::operator=+31b2a9

 

Acrobat_52370000!CTJPEGRotateOptions::operator=+a616e

 

Acrobat_52370000!CTJPEGRotateOptions::operator=+a67b4

 

Acrobat_52370000!CTJPEGRotateOptions::operator=+a7185

 

Acrobat_52370000!CTJPEGRotateOptions::operator=+34287f

 

Acrobat_52370000!CTJPEGRotateOptions::operator=+a7185

 

Acrobat_52370000!DllUnregisterServer+2c0f4

 

Acrobat_52370000!DllUnregisterServer+2c16b

 

Acrobat_52370000!CTJPEGRotateOptions::operator=+a62c1

 

Acrobat_52370000!CTJPEGRotateOptions::operator=+a633b

 

Acrobat_52370000!CTJPEGRotateOptions::operator=+33f54b

 

Acrobat_52370000!CTJPEGRotateOptions::operator=+c9724

 

Acrobat_52370000!CTJPEGRotateOptions::operator=+ca0ed

 

Acrobat_52370000!CTJPEGRotateOptions::operator=+d4b5f

 

Acrobat_52370000!DllCanUnloadNow+6262

 

Acrobat_52370000!DllCanUnloadNow+5e7e

 

user32!InternalCallWinProc+23

 

user32!UserCallWinProcCheckWow+14b

 

user32!DispatchMessageWorker+35e

 

user32!DispatchMessageW+f

 

Acrobat_52370000!DllCanUnloadNow+20270

 

Acrobat_52370000!DllCanUnloadNow+200e5

 

Acrobat_52370000!AcroWinMain+425

 

Acrobat_52370000!AcroWinMain+16

 

Acrobat+1957

 

Acrobat+41d4

 

Acrobat!std::_Init_locks::operator=+28d

 

kernel32!BaseThreadInitThunk+e

 

ntdll!__RtlUserThreadStart+70

 

ntdll!_RtlUserThreadStart+1b

In Acrobat__PID__5856__Date__04_12_2013__Time_03_57_00PM__279__Second_Ch ance_Exception_C0000005.dmp the assembly instruction at ntdll!$$VProc_ImageExportDirectory+9f46 in C:\Windows\System32\ntdll.dll from Microsoft Corporation has caused an access violation exception (0xC0000005) when trying to read from memory location 0x005f25bd on thread 0

Thread 0 - System ID 5628

Entry point

  0x00000000

Create time

  4/12/2013 3:51:30 PM

Time spent in user mode

  0 Days 00:01:32.617

Time spent in kernel mode

  0 Days 00:00:07.441



This thread is not fully resolved and may or may not be a problem. Further analysis of these threads may be required.

Function

  Source

ntdll!$$VProc_ImageExportDirectory+9f46

 

kernel32!GetLongPathNameW+61

 

Acrobat_52370000!DllCanUnloadNow+e7f86

 

Acrobat_52370000!DllCanUnloadNow+2cdcb

 

Acrobat_52370000!DllCanUnloadNow+2cd5e

 

Acrobat_52370000!DllCanUnloadNow+2cd12

 

Acrobat_52370000!DllCanUnloadNow+2cc90

 

Acrobat_52370000!DllCanUnloadNow+2caba

 

Acrobat_52370000!AX_ASRamFileSysSetLimitKB+16d071

 

PaperCapture+c3ce

 

PaperCapture+fbac

 

Scan!PlugInMain+1821c

 

Scan!DllUnregisterServer+1b93e

 

Scan!DllUnregisterServer+1bcb6

 

Scan!PlugInMain+20b87

 

Scan!PlugInMain+21cb8

 

Scan!PlugInMain+229df

 

Scan!PlugInMain+22f8f

 

Scan!PlugInMain+22fde

 

Acrobat_52370000!CTJPEGRotateOptions::operator=+31b2a9

 

Acrobat_52370000!CTJPEGRotateOptions::operator=+a616e

 

Acrobat_52370000!CTJPEGRotateOptions::operator=+a67b4

 

Acrobat_52370000!CTJPEGRotateOptions::operator=+a7185

 

Acrobat_52370000!CTJPEGRotateOptions::operator=+34287f

 

Acrobat_52370000!CTJPEGRotateOptions::operator=+a7185

 

Acrobat_52370000!DllUnregisterServer+2c0f4

 

Acrobat_52370000!DllUnregisterServer+2c16b

 

Acrobat_52370000!CTJPEGRotateOptions::operator=+a62c1

 

Acrobat_52370000!CTJPEGRotateOptions::operator=+a633b

 

Acrobat_52370000!CTJPEGRotateOptions::operator=+33f54b

 

Acrobat_52370000!CTJPEGRotateOptions::operator=+c9724

 

Acrobat_52370000!CTJPEGRotateOptions::operator=+ca0ed

 

Acrobat_52370000!CTJPEGRotateOptions::operator=+d4b5f

 

Acrobat_52370000!DllCanUnloadNow+6262

 

Acrobat_52370000!DllCanUnloadNow+5e7e

 

user32!InternalCallWinProc+23

 

user32!UserCallWinProcCheckWow+14b

 

user32!DispatchMessageWorker+35e

 

user32!DispatchMessageW+f

 

Acrobat_52370000!DllCanUnloadNow+20270

 

Acrobat_52370000!DllCanUnloadNow+200e5

 

Acrobat_52370000!AcroWinMain+425

 

Acrobat_52370000!AcroWinMain+16

 

Acrobat+1957

 

Acrobat+41d4

 

Acrobat!std::_Init_locks::operator=+28d

 

kernel32!BaseThreadInitThunk+e

 

ntdll!__RtlUserThreadStart+70

 

ntdll!_RtlUserThreadStart+1b

 

What I Have Tried:

-Giving permissions to certain files (I believe this was Bib.dll and ntdll.dll but I am unsure it has been a while).

-Made exceptions in our anti-virus for AdobeArm.exe and AGM.dll.

-I have tried multiple uninstall and reinstall as well as repair operations.

-Booted the program as Administrator (even though my account is an Admin) as well as removed all of the add-ons and tried booting Acrobat up.

-Run memory diagnostics on the 780 and one of the 760’s and all machines passed.

-Started Acrobat with Anti-virus disabled.

 

I believe I have covered everything that was attempted but there could be more. I found most of these remedies on forums such as this one. From what I understand this error is generated when a part of the memory is being used by another program and when it was supposed to release a section of the memory it did not do so. Although I may be misunderstanding what I read.

 

Hope this information that I gave you is enough and thanks ahead of time for any help that you can provide.

 
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