2 Replies Latest reply on Nov 6, 2017 12:49 PM by killer2239

    Encompass Crashing Since Adobe update

    justint62637739

      Since the update that was pushed on 8/8/17 multiple people in the office are having an issue with encompass crashing while printing documents. The OS is Wisdows 7 Pro SP1. There is no error code, it just stops responding and closes. Upon reviewing event logs I get 3 events:

       

      Application: Encompass.exe Framework Version: v4.0.30319 Description: The process was terminated due to an unhandled exception. Exception Info: exception code c0000005, exception address 437D6A41

       

      Faulting application name: Encompass.exe, version: 17.3.0.2, time stamp: 0x5956c076 Faulting module name: Acrobat.dll_unloaded, version: 0.0.0.0, time stamp: 0x597f8fd0 Exception code: 0xc0000005 Fault offset: 0x437d6a41 Faulting process id: 0x2500 Faulting application start time: 0x01d312a2d64fad7e Faulting application path: C:\SmartClientCache\Apps\Ellie Mae\Encompass\Encompass.exe Faulting module path: Acrobat.dll Report Id: 0798ca43-7ea1-11e7-9767-80000b7acad2

       

      Fault bucket 50, type 5 Event Name: BEX Response: Not available Cab Id: 0 Problem signature: P1: Encompass.exe P2: 17.3.0.2 P3: 5956c076 P4: Acrobat.dll_unloaded P5: 0.0.0.0 P6: 597f8fd0 P7: 437d6a41 P8: c0000005 P9: 00000008 P10:   Attached files: C:\Users\USER\AppData\Local\Temp\WERB9B0.tmp.WERInternalMetadata.xml  These files may be available here: C:\Users\USER\AppData\Local\Microsoft\Windows\WER\ReportArchive\AppCrash_Encompass.exe_a33 5b1d9ad3b28a2e8652c57365c13996287da68_21d38670

      Analysis symbol: Rechecking for solution: 0 Report Id: 0798ca43-7ea1-11e7-9767-80000b7acad2 Report Status: 0

       

      We have uninstalled and reinstalled all associated programs, and ran updates on everything. Please advise, thanks.