Acrobat Reader DC, 64bit windows 10, StackHash_#### crashes

[jamesa56198357]

Hi all,

Our company has recently upgraded to windows 10, and we are seeing a large amount of crashes with Acrobat Reader DC.

The crashes are repeatable on the Continuous Release - version 2018.009.20044

The crashes are not tied to particular documents but occur at random, typically while users are opening and closing multiple documents.

The fault module is consistently StackHash_####

Searching the forums there are some old threads about StackHash, but I haven't been able to locate a fix.

The install has been repaired, crashes persist.

Version=1

EventType=APPCRASH

EventTime=131570775179703652

ReportType=2

Consent=1

UploadTime=131570775183350183

ReportIdentifier=82b5efd1-dadf-11e7-8bb9-f8633f4ef19b

IntegratorReportIdentifier=3690d8fa-1ecc-43f1-8b10-ade633dc5a9d

WOW64=1

NsAppName=AcroRd32.exe

AppSessionGuid=000032c0-0001-002f-53f0-649aeb6ed301

TargetAppId=W:00069122786c41ef650bd4c12d9a1c6c8fb300000904!0000897f79d95a8c3d9e3a78830615f1cee079bfafd2!AcroRd32.exe

TargetAppVer=2017//11//04:20:06:42!22a6b5!AcroRd32.exe

BootId=4294967295

Response.BucketId=3eb474f9302376531fd4fb696037766b

Response.BucketTable=1

Response.LegacyBucketId=2293734540242810475

Response.type=4

Sig[0].Name=Application Name

Sig[0].Value=AcroRd32.exe

Sig[1].Name=Application Version

Sig[1].Value=18.9.20044.55097

Sig[2].Name=Application Timestamp

Sig[2].Value=59fe1dd2

Sig[3].Name=Fault Module Name

Sig[3].Value=StackHash_0533

Sig[4].Name=Fault Module Version

Sig[4].Value=10.0.14393.1715

Sig[5].Name=Fault Module Timestamp

Sig[5].Value=59b0d8f3

Sig[6].Name=Exception Code

Sig[6].Value=c0000374

Sig[7].Name=Exception Offset

Sig[7].Value=PCH_38_FROM_ntdll+0x0006EB2C

Any help would be greatly appreciated.

Thanks!

James

[Adorobat]

Hi James,

Could you try installing the latest patch (18.009.20050) for Reader and check if that resolves the issue? To download the patch, click check for updates under help menu. You may also download the update manually using this link: 18.009.20050 Optional update, November 29, 2017 — Acrobat and Adobe Reader Release Notes

Reboot the machine once and try again.

Let us know if that helps.

Shivam

[jamesa56198357]

Hi Shivam,

I updated to 18.009.20050 and opened a bunch of pdf documents, I received a message that I had opened the maximum number of concurrent documents, closed a few, opened few more and browsed around. This seemed to be better performance.

I exited Adobe Reader, and selected close all documents. Adobe began closing each tab, however before finishing I got the "(not responding)" message in the title bar for a few moments then Adobe crashed.

Looking at Windows Error Reporting logs shows the stackhash error once again.

Version=1

EventType=APPCRASH

EventTime=131574291061801912

ReportType=2

Consent=1

UploadTime=131574291065434242

ReportIdentifier=1d98d5fa-de12-11e7-8bb9-f8633f4ef19b

IntegratorReportIdentifier=fb341e58-c636-47f0-a83a-766f9c9cf783

WOW64=1

NsAppName=AcroRd32.exe

AppSessionGuid=000001c0-0001-002f-29cb-f3e51d72d301

TargetAppId=W:00066861560bb7e3985e0bd61e0e9257c86200000904!000014c10eb00e59cb9407b94a4a119636cead1cb4dc!AcroRd32.exe

TargetAppVer=2017//11//27:20:21:25!2281e6!AcroRd32.exe

BootId=4294967295

1. Response.BucketId=09b0e719eb8c08a02d6815f782dc42d9
2. Response.BucketTable=1
3. Response.LegacyBucketId=2118967777474396889
4. Response.type=4

Sig[0].Name=Application Name

Sig[0].Value=AcroRd32.exe

Sig[1].Name=Application Version

Sig[1].Value=18.9.20050.57426

Sig[2].Name=Application Timestamp

Sig[2].Value=5a1c73c5

Sig[3].Name=Fault Module Name

Sig[3].Value=StackHash_560e

Sig[4].Name=Fault Module Version

Sig[4].Value=10.0.14393.1715

Sig[5].Name=Fault Module Timestamp

Sig[5].Value=59b0d8f3

Sig[6].Name=Exception Code

Sig[6].Value=c0000374

Sig[7].Name=Exception Offset

Sig[7].Value=PCH_38_FROM_ntdll+0x0006EB2C

DynamicSig[1].Name=OS Version

DynamicSig[1].Value=10.0.14393.2.0.0.256.125

DynamicSig[2].Name=Locale ID

DynamicSig[2].Value=3081

DynamicSig[22].Name=Additional Information 1

DynamicSig[22].Value=560e

DynamicSig[23].Name=Additional Information 2

DynamicSig[23].Value=560e23789839283ed968ed4d135072a3

DynamicSig[24].Name=Additional Information 3

DynamicSig[24].Value=64f4

DynamicSig[25].Name=Additional Information 4

DynamicSig[25].Value=64f45f43c5431d710138e329c5125774

UI[2]=C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AcroRd32.exe

Kind regards,

James

[Adorobat]

Thanks for the information, James.

Please try following troubleshooting steps:

1- Uninstall Reader using cleaner tool which you can download from here: Download Adobe Reader and Acrobat Cleaner Tool - Adobe Labs

2- Reboot the machine,

3- Download Reader DC from here: Adobe - Adobe Acrobat Reader DC Distribution

4- Reboot the machine and try again.

Keep us posted with the results.

Shivam

[jamesa56198357]

Hi Shivam,

I've run the cleaner and reinstalled.

I put adobe reader dc through it's paces and didn't notice a crash, however looking at my event logs I can see the cleaner application reported a crash which isn't too encouraging. I will deploy this to one of our impacted users to see if they see any improvement.

Version=1

EventType=APPCRASH

EventTime=131582043762128206

ReportType=2

Consent=1

UploadTime=131582043765309466

ReportIdentifier=2edd3567-e51f-11e7-8bbf-f8633f4ef19b

IntegratorReportIdentifier=902e622f-ffbe-4eae-bddf-cdc6e06cdf61

WOW64=1

NsAppName=AdobeAcroCleaner_DC2015.exe

AppSessionGuid=00002374-0001-0035-25fd-93c52b79d301

TargetAppId=W:000698c5a26fe66a4427e9e996335239b99a00000904!000095e1746b53edb3fca3db0f1de01f6a215730304b!AdobeAcroCleaner_DC2015.exe

TargetAppVer=2015//07//03:02:47:00!22bd16!AdobeAcroCleaner_DC2015.exe

BootId=4294967295

Response.BucketId=c5e964f48ea65d5969c85585b93adfc0

Response.BucketTable=1

Response.LegacyBucketId=109136295072

Response.type=4

Sig[0].Name=Application Name

Sig[0].Value=AdobeAcroCleaner_DC2015.exe

Sig[1].Name=Application Version

Sig[1].Value=4.0.0.15957

Sig[2].Name=Application Timestamp

Sig[2].Value=5595f7a4

Sig[3].Name=Fault Module Name

Sig[3].Value=StackHash_eace

Sig[4].Name=Fault Module Version

Sig[4].Value=10.0.14393.1715

Sig[5].Name=Fault Module Timestamp

Sig[5].Value=59b0d8f3

Sig[6].Name=Exception Code

Sig[6].Value=c0000374

Sig[7].Name=Exception Offset

Sig[7].Value=PCH_24_FROM_ntdll+0x0006EB2C