Adobe Acrobat DC has stopped working, Problem Event: BEX

[rogerj30472202]

Hi,

I'm receiving the following error in Adobe Acrobat DC after using the Attach to Email Option with Outlook 2016. This is a new Adobe install, on a new PC with Windows 7 sp 1 64bit.

Adobe Acrobat DC has stopped working

Windows can check online for a solution to the problem

Problem Event Name: BEX

  Application Name: Acrobat.exe

  Application Version: 15.6.30392.55069

  Application Timestamp: 59fcc79c

  Fault Module Name: StackHash_0a9e

  Fault Module Version: 0.0.0.0

  Fault Module Timestamp: 00000000

  Exception Offset: a3d2f00f

  Exception Code: c0000005

  Exception Data: 00000008

  OS Version: 6.1.7601.2.1.0.256.48

  Locale ID: 1033

  Additional Information 1: 0a9e

  Additional Information 2: 0a9e372d3b4ad19135b953a78882e789

  Additional Information 3: 0a9e

  Additional Information 4: 0a9e372d3b4ad19135b953a78882e789

Read our privacy statement online:

  http://go.microsoft.com/fwlink/?linkid=104288&clcid=0x0409

If the online privacy statement is not available, please read our privacy statement offline:

  C:\Windows\system32\en-US\erofflps.txt

Any Ideas? I have updated the acrobat program thru its Help Menu...Check for Updates . Version 2015.006.30392

[AnandSri]

Hello Rogerj,

We apologize for the inconvinience caused, as per the description above, the Acrobat Pro DC Version 2015.006.30392 is crashing on Windows 7 machine, Is that correct?

Please refer and try the troubleshooting steps from the following KB doc Resolve Acrobat DC intermittent crashes on Windows  Link: https://helpx.adobe.com/acrobat/kb/acrobat-dc-crashes-on-windows-os.html

Hope this helps, and let us know how it goes.

Regards,

Anand Sri.

[rogerj30472202]

Hi Anand Sri,

Thank you for your quick response. I have tried those solutions you provided and none of them resolved my issue. I was thinking of submitting the crash using the bug report form. Do you think I should uninstall/reinstall Acrobat or maybe use the cleaner tool first since this is new Acrobat install?

Thanks Again,

[AnandSri]

Please use the cleaner tool to uninstall and then reboot. After reboot install the Acrobat.

Let us know how it goes.

Regards,

Anand Sri.

[rogerj30472202 · Accepted solution]

Hi Anand Sri,

I tried the cleaner tool and reinstalled Acrobat. It still gives me the BEX error under any user login. It works fine in our lab, so I'm going to reimage the PC. I'll let you know how that goes.

Thanks Again,

[rogerj30472202]

I reimaged the workstation and that resolved the BEX issue.

[AnandSri]

Woohoo!    Glad it's working now!  Nice job troubleshooting that!

Give us a shout if you need any assistance with Acrobat/Reader in future.

Regards,

Anand Sri.