0 Replies Latest reply on May 10, 2017 12:00 PM by springcaleb

    Adobe Acrobat DC has stopped working

    springcaleb Level 1

      We are running Windows 10 Pro and Adobe Acrobat DC Pro (version 17.9.20044.25828).

       

      Randomly, not even with the same PDF doc, Adobe Acrobat will crash while editing or reviewing a document with the following message

       

      Adobe Acrobat DC has stopped working

      A problem caused the program to stop working correctly. Windows will close the program and notify you if a solution is available.

       

      In the Windows event logs the following are show after it crashes.

       

      Level: Error

      Source:Application Error

      Event ID:1000

      Task Category: Application Crashing Event

       

      Faulting application name: Acrobat.exe, version: 17.9.20044.25828, time stamp: 0x58e430d1

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

      Exception code: 0xc0000005

      Fault offset: 0x00726567

      Faulting process id: 0x20cc

      Faulting application start time: 0x01d2bf8e4248a343

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

      Faulting module path: unknown

      Report Id: 4d5bdbc6-135c-4ffc-b6df-7101b8c19a5c

      Faulting package full name:

      Faulting package-relative application ID:

      Fault bucket 116363751795, type 5

      Event Name: BEX

      Response: Not available

      Cab Id: 0

       

      Level: Information

      Source: Windows Error Reporting

      Event ID: 1001

      Task Category: None

       

      Problem signature:

      P1: Acrobat.exe

      P2: 17.9.20044.25828

      P3: 58e430d1

      P4: StackHash_2beb

      P5: 0.0.0.0

      P6: 00000000

      P7: PCH_05_FROM_ntdll+0x0006EB8C

      P8: c0000005

      P9: 00000008

      P10:

       

      Attached files:

      \\?\T:\<file path including file name>

      \\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERDD6F.tmp.WERInternalMetadata.xml

       

      These files may be available here:

      C:\ProgramData\Microsoft\Windows\WER\ReportArchive\AppCrash_Acrobat.exe_384e666d3e6c364591 b76a19179ceffed58cac85_85170d0e_24985de9

       

      Analysis symbol:

      Rechecking for solution: 0

      Report Id: 4d5bdbc6-135c-4ffc-b6df-7101b8c19a5c

      Report Status: 0

      Hashed bucket: b9fa276da23f1926d2e4653da4ac0dfb

       

      We have tried uninstall (using the adobe clearn from Adobe and Revo uninstaller) with a fresh install using a new download from Adobe.com.

       

      This happens for 5 of 20 users.

       

      What could be causing this?