6 Replies Latest reply: Aug 1, 2013 6:20 AM by khkremer RSS

    Adobe Acrobat XI crashes on Closing files

    WaseemK124 Community Member

      Hi,

       

      We are facing issue with Acrobat XI professional :

      When closing file on :

       

      1) Windows 7 Enterprise 32 bit machine Acrobat is crashing and we are getting following error in event log :

       

       

       

      Faulting application name: Acrobat.exe, version: 11.0.0.379, time stamp: 0x505fd1ce

      Faulting module name: BIB.dll, version: 1.2.2.1, time stamp: 0x505fd1e5

      Exception code: 0xc0000005

      Fault offset: 0x00002d4b

      Faulting process id: 0x25c8

      Faulting application start time: 0x01ce8d055ae6dd84

      Faulting application path: C:\Program Files\Adobe\Acrobat 11.0\Acrobat\Acrobat.exe

      Faulting module path: C:\Program Files\Adobe\Acrobat 11.0\Acrobat\BIB.dll

      Report Id: a8a6b7db-f8f8-11e2-8b05-005056c00008

       

       

      2)  Windows 7 Enterprise 64 bit machine Acrobat is crashing and we are getting following error in event log :

      Faulting application name: Acrobat.exe, version: 11.0.0.379, time stamp: 0x505fd1ce
      Faulting module name: Acrobat.dll, version: 11.0.0.379, time stamp: 0x505fd1b6
      Exception code: 0xc0000005
      Fault offset: 0x0003c672
      Faulting process id: 0x1700
      Faulting application start time: 0x01ce8d0c8d2d4049
      Faulting application path: C:\Program Files (x86)\Adobe\Acrobat 11.0\Acrobat\Acrobat.exe
      Faulting module path: C:\Program Files (x86)\Adobe\Acrobat 11.0\Acrobat\Acrobat.dll
      Report Id: 094e5077-f900-11e2-befb-000c298aec38

       

       

      We also tried after intalling Acrobat update (11.0.3) but still facing same issue.

      Addition to this : We have Custom plug-in for Adobe Acrobat. This plug-in is compiled and build without ADM library.

      As per this post we donot require ADM libraries anymore : http://forums.adobe.com/thread/1082976

       

      Following is the DEBUG LOG when debugging the plug-in code :

       

      The thread 'Win32 Thread' (0x2284) has exited with code 0 (0x0).

      'Acrobat.exe': Unloaded 'C:\Program Files\Adobe\Acrobat 11.0\Acrobat\AXE8SharedExpat.dll'

      The thread 'Win32 Thread' (0xcb4) has exited with code 0 (0x0).

      The thread 'Win32 Thread' (0x2598) has exited with code 0 (0x0).

      'Acrobat.exe': Unloaded 'C:\Program Files\Adobe\Acrobat 11.0\Acrobat\Acrobat.dll'

      'Acrobat.exe': Unloaded 'C:\Program Files\Adobe\Acrobat 11.0\Acrobat\CoolType.dll'

      'Acrobat.exe': Unloaded 'C:\Program Files\Adobe\Acrobat 11.0\Acrobat\AGM.dll'

      The thread 'Win32 Thread' (0xdd0) has exited with code 1 (0x1).

      The thread 'Win32 Thread' (0x1d0c) has exited with code 1 (0x1).

      The thread 'Win32 Thread' (0xf04) has exited with code 1 (0x1).

      The thread 'Win32 Thread' (0x13d0) has exited with code 1 (0x1).

      The thread 'Win32 Thread' (0x1fd0) has exited with code 1 (0x1).

      The thread 'Win32 Thread' (0x1058) has exited with code 1 (0x1).

      The thread 'Win32 Thread' (0x198c) has exited with code 1 (0x1).

      The thread 'Win32 Thread' (0x974) has exited with code 1 (0x1).

      The thread 'Win32 Thread' (0x201c) has exited with code 1 (0x1).

      The thread 'Win32 Thread' (0x220c) has exited with code 1 (0x1).

      The thread 'Win32 Thread' (0x26e8) has exited with code 1 (0x1).

      The thread 'Win32 Thread' (0x26ec) has exited with code 1 (0x1).

      First-chance exception at 0x08d32d4b in Acrobat.exe: 0xC0000005: Access violation writing location 0x0d2d5edc.

      Unhandled exception at 0x08d32d4b in Acrobat.exe: 0xC0000005: Access violation writing location 0x0d2d5edc.

      First-chance exception at 0x08d32d4b in Acrobat.exe: 0xC0000005: Access violation writing location 0x0d2d5edc.

      Unhandled exception at 0x08d32d4b in Acrobat.exe: 0xC0000005: Access violation writing location 0x0d2d5edc.

      First-chance exception at 0x08d32d4b in Acrobat.exe: 0xC0000005: Access violation writing location 0x0d2d5edc.

      Unhandled exception at 0x08d32d4b in Acrobat.exe: 0xC0000005: Access violation writing location 0x0d2d5edc.

      First-chance exception at 0x08d32d4b in Acrobat.exe: 0xC0000005: Access violation writing location 0x0d2d5edc.

      Unhandled exception at 0x08d32d4b in Acrobat.exe: 0xC0000005: Access violation writing location 0x0d2d5edc.

      The program '[4292] Acrobat.exe: Native' has exited with code -1073741819 (0xc0000005).

       

       

      I also came across a post where they mention to run Acrobat as Vista / Windows 7 Compatibility mode.  :http://forums.adobe.com/thread/792700

       

       

      Thanks in Advance.    

        • 1. Re: Adobe Acrobat XI crashes on Closing files
          Test Screen Name CommunityMVP

          The problem goes away if the plug-in is removed?

          • 2. Re: Adobe Acrobat XI crashes on Closing files
            khkremer CommunityMVP

            You say you have a custom plug-in - is this something you created, or a

            plug-in that somebody else created for you? If you wrote the plug-in, you

            need to run Acrobat in the debugger and see where it crashes. If you are

            not the author, you have to work with the developer to debug the problem.

             

            Make sure that you release any resource you've acquired. Are you doing

            anything in an "OnClose" callback? If so, check that code carefully (but

            again, running Acrobat in the debugger should point you to where things go

            wrong).

             

             

            Karl Heinz Kremer

            PDF Acrobatics Without a Net

            PDF Software Development, Training and More...

             

            khk@khk.net

            http://www.khkonsulting.com

            • 3. Re: Adobe Acrobat XI crashes on Closing files
              WaseemK124 Community Member

              Yes. Problem goes away when plug-in is not there.

              I tried to run Acrobat XI with Windows 7 Compatibility mode and it worked but this is not a solution which i am looking for.

              Sometimes Acrobat crash after uninstallation of plug-in as well.

              Addtion to it: It works fine with Adobe Acrobat X.

              • 4. Re: Adobe Acrobat XI crashes on Closing files
                WaseemK124 Community Member

                Hi Karl, Thanks for Reply.

                 

                I have created the custom plug-in. I run the Acrobat in debugger and tried to close a file opened using my custom plug-in. Acrobat closes the file and after clean up (i have a method MyUnload), i get following message in alert:

                 

                "Unhandled exception at 0x05812d4b in Acrobat.exe: 0xC0000005: Access violation writing location 0x0dd25edc".

                 

                Following is the callstack from debugging :

                 

                >05812d4b()
                AdobePDFL.dll!0d262aec()
                [Frames below may be incorrect and/or missing, no symbols loaded for AdobePDFL.dll]
                AdobePDFL.dll!0ce11ab0()
                AdobePDFL.dll!0ce11b99()
                AdobePDFL.dll!0ce110c1()
                AdobePDFL.dll!0ce1121c()
                AdobePDFL.dll!0ce11287()
                ntdll.dll!773d8968()
                ntdll.dll!773de094()
                ntdll.dll!773df978()
                ntdll.dll!773dcca0()
                ntdll.dll!773df978()
                ntdll.dll!773e222b()
                msvcr100.dll!72ab7b1d()
                Acrobat.exe!00f5472b()
                kernel32.dll!76b4ed6c()
                ntdll.dll!773e377b()
                ntdll.dll!773e374e()

                 

                The program '[2856] Acrobat.exe: Native' has exited with code -1073741819 (0xc0000005).

                 

                 

                It closes the file and crashes after it. Following is the screen i am getting when closing a file:

                Crash Image.png

                 

                But when set acrobat XI comatibility mode to Windows 7, it doesn't crashes.

                Let me know if you want more info reagrding this.

                 

                 

                Thanks you once again.

                • 5. Re: Adobe Acrobat XI crashes on Closing files
                  Test Screen Name CommunityMVP

                  I believe you may already have had the best advice: Make sure that you release any resource you've acquired.  Acrobat seems to require more tidiness with each release.

                  • 6. Re: Adobe Acrobat XI crashes on Closing files
                    khkremer CommunityMVP

                    There is one more advice that's even more important: Use exception handling

                    (DURING/HANDLER blocks) around anything that can potentially throw an

                    exception.

                     

                    Debugging these problems is one or the more challenging parts of working

                    with the plug-in API.

                     

                     

                    Karl Heinz Kremer

                    PDF Acrobatics Without a Net

                    PDF Software Development, Training and More...

                     

                    khk@khk.net

                    http://www.khkonsulting.com

                     

                     

                     

                    On Thu, Aug 1, 2013 at 4:36 AM, Test Screen Name