3 Replies Latest reply on Jun 7, 2017 12:21 PM by richke76

    Acrobat Pro 9.0 has stopped working

    davek12955964

      Trying to figure this one out.  I have a user who, when opening PDF's that are either local or on a network share, randomly gets a notification that Adobe has encountered an error and stops working.  The event log shows the errors below and I've included 2 entries:

       

      Faulting application name: Acrobat.exe, version: 9.0.0.332, time stamp: 0x4850eb76

      Faulting module name: unknown, version: 0.0.0.0, time stamp: 0x00000000

      Exception code: 0xc0000005

      Fault offset: 0x00000002

      Faulting process id: 0x3f10

      Faulting application start time: 0x01d2c35d529d2009

      Faulting application path: C:\Program Files (x86)\Adobe\Acrobat 9.0\Acrobat\Acrobat.exe

      Faulting module path: unknown

      Report Id: acc4de4d-1946-44a3-844a-4a4073fc4ff8

      Faulting package full name:

      Faulting package-relative application ID:

       

      Faulting application name: Acrobat.exe, version: 9.0.0.332, time stamp: 0x4850eb76

      Faulting module name: Acrobat.dll, version: 9.0.0.332, time stamp: 0x4850e755

      Exception code: 0xc0000005

      Fault offset: 0x00c1e964

      Faulting process id: 0x3204

      Faulting application start time: 0x01d2c36092ba53c0

      Faulting application path: C:\Program Files (x86)\Adobe\Acrobat 9.0\Acrobat\Acrobat.exe

      Faulting module path: C:\Program Files (x86)\Adobe\Acrobat 9.0\Acrobat\Acrobat.dll

      Report Id: 3d775c0d-e9a0-4730-811d-b5524c1a738a

      Faulting package full name:

      Faulting package-relative application ID:

       

      There are different variants of this error with the Faulting module name being the only difference.  The user is running Windows 10 Pro.  I have run a repair on the application, uninstalled / reinstalled the application, set Adobe to run on compatibility mode for Windows 7 SP2, and the problem still exists.  I've hit a brick wall here and would really appreciate some assistance.

       

      Thanks!

        • 1. Re: Acrobat Pro 9.0 has stopped working
          Karl Heinz Kremer Adobe Community Professional

          The short answer is you cannot run Acrobat 9 on Windows 10 - it's not supported.

           

          The slightly longer answer is this:

          Acrobat 9 is not supported on Windows 10. There is nothing you can do about that. The version you are running is also not supported on Windows 7. You need to at least run Acrobat 9.2 to be able to run on Windows 7, but I assume that Win 7 SP2 is not one of the supported environments either - for now version of Acrobat 9. Nothing you can do will every give you a supported environment, but you may run into a fewer number of problems if you upgrade Acrobat 9 all the way to the latest version 9.5.5. See here for more information about how to do that: Where are my Adobe Acrobat 9 Updates??? - KHKonsulting LLC

          • 2. Re: Acrobat Pro 9.0 has stopped working
            davek12955964 Level 1

            Well that makes a lot of sense.  Not exactly the answer I was hoping for but thank you nonetheless.

            • 3. Re: Acrobat Pro 9.0 has stopped working
              richke76

              Karl,

              I am seeing a similar issue with the Exception Code 0xc000005 but I am using Windows 7 64-bit and Adobe Acrobat 9.5.5 - The issue is very sporadic but reported by one of my customers nonetheless.   Typically this happens when she has multiple PDFs open(roughly 5-10) - but again sporadic.  She does this same process all day everyday and reboots daily.  Sometimes it happens in the morning one time and the PC works fine the rest of the day.  Other times happens at the end of the day and then wont happen for 5-10 days.

               

              But the same error event info shows up every time.

               

              Thanks for any help,

              Rich