3 Replies Latest reply: Aug 2, 2013 4:54 PM by DNunley RSS

    Acrobat keeps crashing

    DNunley

      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_Chance_Exception_C0000 374.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_Chance_Exception_C0000 005.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_Chance_Exception_C00000 05.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_Chance_Exception_C0000 005.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.