1 Reply Latest reply on Sep 19, 2017 9:18 AM by springcaleb

    Adobe Acrobat DC has stopped working

    springcaleb

      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?