0 Replies Latest reply on Nov 7, 2017 12:36 PM by otownb

    Acrobat XI crashing when combining multiple word files

    otownb Level 1

      I have a single user that when she opens acrobat 11 and does combine files into pdf and chooses several word documents and hits combine the app crashes resulting in the below event logs. We have VDI so the program is reinstalled when the user logs in and out and this does not correct the issue and it seems to be isolated to her. Possibly something corrupted in her profile or settings.

       

      Faulting application name: Acrobat.exe, version: 11.0.14.16, time stamp: 0x56731fe8

      Faulting module name: PDFMakerAPI.dll, version: 11.0.14.16, time stamp: 0x56730e2a

      Exception code: 0xc0000005

      Fault offset: 0x0001ca89

      Faulting process id: 0x1dec

      Faulting application start time: 0x01d357fca54cc0f2

      Faulting application path: C:\Program Files (x86)\Adobe\Acrobat 11.0\Acrobat\Acrobat.exe

      Faulting module path: C:\Program Files (x86)\Adobe\Acrobat 11.0\PDFMaker\Common\PDFMakerAPI.dll

      Report Id: eb867036-c3ef-11e7-b8cd-0050568ffd0b

       

       

      Fault bucket , type 0

      Event Name: APPCRASH

      Response: Not available

      Cab Id: 0

       

       

      Problem signature:

      P1: Acrobat.exe

      P2: 11.0.14.16

      P3: 56731fe8

      P4: PDFMakerAPI.dll

      P5: 11.0.14.16

      P6: 56730e2a

      P7: c0000005

      P8: 0001ca89

      P9:

      P10:

       

       

      Attached files:

       

       

      These files may be available here:

      C:\Users\AppData\Local\Microsoft\Windows\WER\ReportArchive\AppCrash_Acrobat.exe_72e27325b6 b8dcff3f82e753e1aef0d1937c7dec_1a531d7f

       

       

      Analysis symbol:

      Rechecking for solution: 0

      Report Id: d4522c2f-c3ef-11e7-b8cd-0050568ffd0b

      Report Status: 0

       

       

      The crash report from Adobe is as follows

       

       

      Version=1

      EventType=APPCRASH

      EventTime=131545556497920566

      ReportType=2

      Consent=1

      ReportIdentifier=d4522c30-c3ef-11e7-b8cd-0050568ffd0b

      IntegratorReportIdentifier=d4522c2f-c3ef-11e7-b8cd-0050568ffd0b

      WOW64=1

      Response.type=4

      Sig[0].Name=Application Name

      Sig[0].Value=Acrobat.exe

      Sig[1].Name=Application Version

      Sig[1].Value=11.0.14.16

      Sig[2].Name=Application Timestamp

      Sig[2].Value=56731fe8

      Sig[3].Name=Fault Module Name

      Sig[3].Value=PDFMakerAPI.dll

      Sig[4].Name=Fault Module Version

      Sig[4].Value=11.0.14.16

      Sig[5].Name=Fault Module Timestamp

      Sig[5].Value=56730e2a

      Sig[6].Name=Exception Code

      Sig[6].Value=c0000005

      Sig[7].Name=Exception Offset

      Sig[7].Value=0001ca89

      DynamicSig[1].Name=OS Version

      DynamicSig[1].Value=6.1.7601.2.1.0.256.4

      DynamicSig[2].Name=Locale ID

      DynamicSig[2].Value=1033

      DynamicSig[22].Name=Additional Information 1

      DynamicSig[22].Value=0a9e

      DynamicSig[23].Name=Additional Information 2

      DynamicSig[23].Value=0a9e372d3b4ad19135b953a78882e789

      DynamicSig[24].Name=Additional Information 3

      DynamicSig[24].Value=0a9e

      DynamicSig[25].Name=Additional Information 4

      DynamicSig[25].Value=0a9e372d3b4ad19135b953a78882e789

      UI[2]=C:\Program Files (x86)\Adobe\Acrobat 11.0\Acrobat\Acrobat.exe

      UI[3]=Adobe Acrobat has stopped working

      UI[4]=Windows can check online for a solution to the problem.

      UI[5]=Check online for a solution and close the program

      UI[6]=Check online for a solution later and close the program

      UI[7]=Close the program

      LoadedModule[0]=C:\Program Files (x86)\Adobe\Acrobat 11.0\Acrobat\Acrobat.exe

      LoadedModule[1]=C:\Windows\SysWOW64\ntdll.dll

      LoadedModule[2]=C:\Windows\syswow64\kernel32.dll

      LoadedModule[3]=C:\Windows\syswow64\KERNELBASE.dll

      LoadedModule[4]=C:\Windows\syswow64\USER32.dll

      LoadedModule[5]=C:\Windows\syswow64\GDI32.dll

      LoadedModule[6]=C:\Windows\syswow64\LPK.dll

      LoadedModule[7]=C:\Windows\syswow64\USP10.dll

      LoadedModule[8]=C:\Windows\syswow64\msvcrt.dll

      LoadedModule[9]=C:\Windows\syswow64\ADVAPI32.dll

      LoadedModule[10]=C:\Windows\SysWOW64\sechost.dll

      LoadedModule[11]=C:\Windows\syswow64\RPCRT4.dll

      LoadedModule[12]=C:\Windows\syswow64\SspiCli.dll

      LoadedModule[13]=C:\Windows\syswow64\CRYPTBASE.dll

      LoadedModule[14]=C:\Windows\system32\MSVCR100.dll

      LoadedModule[15]=C:\Windows\system32\MSVCP100.dll

      LoadedModule[16]=C:\Windows\system32\IMM32.DLL

      LoadedModule[17]=C:\Windows\syswow64\MSCTF.dll

      LoadedModule[18]=C:\Windows\system32\vmwsci.dll

      LoadedModule[19]=C:\Windows\system32\ftapihook32.dll

      LoadedModule[20]=C:\Windows\SysWOW64\ftsti.dll

      LoadedModule[21]=C:\Windows\syswow64\ole32.dll

      LoadedModule[22]=C:\Windows\syswow64\OLEAUT32.dll

      LoadedModule[23]=C:\Windows\syswow64\SHLWAPI.dll

      LoadedModule[24]=C:\Windows\system32\PROPSYS.dll

      LoadedModule[25]=C:\Windows\WinSxS\x86_microsoft.windows.common-controls_6595b64144ccf1df_ 6.0.7601.18837_none_41e855142bd5705d\Comctl32.dll

      LoadedModule[26]=C:\Program Files (x86)\Adobe\Acrobat 11.0\Acrobat\Acrobat.dll

      LoadedModule[27]=C:\Program Files (x86)\Adobe\Acrobat 11.0\Acrobat\AGM.dll

      LoadedModule[28]=C:\Windows\system32\VERSION.dll

      LoadedModule[29]=C:\Program Files (x86)\Adobe\Acrobat 11.0\Acrobat\CoolType.dll

      LoadedModule[30]=C:\Windows\syswow64\SHELL32.dll

      LoadedModule[31]=C:\Program Files (x86)\Adobe\Acrobat 11.0\Acrobat\BIB.dll

      LoadedModule[32]=C:\Program Files (x86)\Adobe\Acrobat 11.0\Acrobat\ACE.dll

      LoadedModule[33]=C:\Windows\system32\UxTheme.dll

      LoadedModule[34]=C:\Windows\syswow64\profapi.dll

      LoadedModule[35]=C:\Windows\system32\ntmarta.dll

      LoadedModule[36]=C:\Windows\syswow64\WLDAP32.dll

      LoadedModule[37]=C:\Windows\system32\CRYPTSP.dll

      LoadedModule[38]=C:\Windows\system32\rsaenh.dll

      LoadedModule[39]=C:\Windows\system32\RpcRtRemote.dll

      LoadedModule[40]=C:\Program Files (x86)\Adobe\Acrobat 11.0\Acrobat\sqlite.dll

      LoadedModule[41]=C:\Windows\syswow64\CRYPT32.dll

      LoadedModule[42]=C:\Windows\syswow64\MSASN1.dll

      LoadedModule[43]=C:\Program Files (x86)\Adobe\Acrobat 11.0\Acrobat\AXE8SharedExpat.dll

      LoadedModule[44]=C:\Windows\system32\MPR.dll

      LoadedModule[45]=C:\Windows\System32\drprov.dll

      LoadedModule[46]=C:\Windows\System32\WINSTA.dll

      LoadedModule[47]=C:\Windows\System32\ntlanman.dll

      LoadedModule[48]=C:\Windows\System32\davclnt.dll

      LoadedModule[49]=C:\Windows\System32\DAVHLPR.dll

      LoadedModule[50]=C:\Windows\system32\wkscli.dll

      LoadedModule[51]=C:\Windows\system32\cscapi.dll

      LoadedModule[52]=C:\Windows\system32\netutils.dll

      LoadedModule[53]=C:\Windows\syswow64\CLBCatQ.DLL

      LoadedModule[54]=C:\Program Files (x86)\Adobe\Acrobat 11.0\Acrobat\plug_ins\Annots.api

      LoadedModule[55]=C:\Windows\WinSxS\x86_microsoft.windows.gdiplus_6595b64144ccf1df_1.1.7601 .23894_none_5c0be957a009922e\gdiplus.dll

      LoadedModule[56]=C:\Windows\system32\msi.dll

      LoadedModule[57]=C:\Windows\syswow64\SETUPAPI.dll

      LoadedModule[58]=C:\Windows\syswow64\CFGMGR32.dll

      LoadedModule[59]=C:\Windows\syswow64\DEVOBJ.dll

      LoadedModule[60]=C:\Windows\system32\apphelp.dll

      LoadedModule[61]=C:\Windows\system32\NetworkExplorer.dll

      LoadedModule[62]=C:\Program Files (x86)\Adobe\Acrobat 11.0\Acrobat\cryptocme.dll

      LoadedModule[63]=C:\Program Files (x86)\Adobe\Acrobat 11.0\Acrobat\ccme_base.dll

      LoadedModule[64]=C:\Program Files (x86)\Adobe\Acrobat 11.0\Acrobat\ccme_base_non_fips.dll

      LoadedModule[65]=C:\Program Files (x86)\Adobe\Acrobat 11.0\Acrobat\ccme_asym.dll

      LoadedModule[66]=C:\Program Files (x86)\Adobe\Acrobat 11.0\Acrobat\ccme_ecc.dll

      LoadedModule[67]=C:\Program Files (x86)\Adobe\Acrobat 11.0\Acrobat\ccme_ecdrbg.dll

      LoadedModule[68]=C:\Program Files (x86)\Adobe\Acrobat 11.0\Acrobat\ccme_ecc_accel_fips.dll

      LoadedModule[69]=C:\Program Files (x86)\Adobe\Acrobat 11.0\Acrobat\plug_ins\Accessibility.api

      LoadedModule[70]=C:\Program Files (x86)\Adobe\Acrobat 11.0\Acrobat\plug_ins\AcroForm.api

      LoadedModule[71]=C:\Windows\system32\SensApi.dll

      LoadedModule[72]=C:\Program Files (x86)\Adobe\Acrobat 11.0\Acrobat\AXSLE.dll

      LoadedModule[73]=C:\Program Files (x86)\Adobe\Acrobat 11.0\Acrobat\plug_ins\DigSig.api

      LoadedModule[74]=C:\Program Files (x86)\Adobe\Acrobat 11.0\Acrobat\plug_ins\EScript.api

      LoadedModule[75]=C:\Program Files (x86)\Adobe\Acrobat 11.0\Acrobat\plug_ins\HTML2PDF.api

      LoadedModule[76]=C:\Program Files (x86)\Adobe\Acrobat 11.0\Acrobat\pdfsettings.dll

      LoadedModule[77]=C:\Program Files (x86)\Adobe\Acrobat 11.0\Acrobat\plug_ins\Multimedia.api

      LoadedModule[78]=C:\Program Files (x86)\Adobe\Acrobat 11.0\Acrobat\plug_ins\PPKLite.api

      LoadedModule[79]=C:\Windows\system32\WSOCK32.dll

      LoadedModule[80]=C:\Windows\syswow64\WS2_32.dll

      LoadedModule[81]=C:\Windows\syswow64\NSI.dll

      LoadedModule[82]=C:\Program Files (x86)\Adobe\Acrobat 11.0\Acrobat\plug_ins\ReadOutLoud.api

      LoadedModule[83]=C:\Program Files (x86)\Adobe\Acrobat 11.0\Acrobat\plug_ins\Search.api

      LoadedModule[84]=C:\Program Files (x86)\Adobe\Acrobat 11.0\Acrobat\plug_ins\SendMail.api

      LoadedModule[85]=C:\Program Files (x86)\Adobe\Acrobat 11.0\Acrobat\plug_ins\Spelling.api

      LoadedModule[86]=C:\Program Files (x86)\Adobe\Acrobat 11.0\Acrobat\plug_ins\TouchUp.api

      LoadedModule[87]=C:\Program Files (x86)\Adobe\Acrobat 11.0\Acrobat\plug_ins\Updater.api

      LoadedModule[88]=C:\Windows\syswow64\PSAPI.DLL

      LoadedModule[89]=C:\Windows\syswow64\USERENV.dll

      LoadedModule[90]=C:\Windows\SysWOW64\oleacc.dll

      LoadedModule[91]=C:\Windows\system32\Msftedit.dll

      LoadedModule[92]=C:\Windows\system32\ddraw.dll

      LoadedModule[93]=C:\Windows\system32\DCIMAN32.dll

      LoadedModule[94]=C:\Windows\system32\dwmapi.dll

      LoadedModule[95]=C:\Windows\system32\D3D9.DLL

      LoadedModule[96]=C:\Windows\system32\d3d8thk.dll

      LoadedModule[97]=C:\Program Files (x86)\Adobe\Acrobat 11.0\Acrobat\AdobeLinguistic.dll

      LoadedModule[98]=C:\Program Files (x86)\Common Files\Adobe\Acrobat\11.0\Linguistics\Providers\Plugins2\AdobeHunspellPlugin\AdobeHunspell Plugin.dll

      LoadedModule[99]=C:\Program Files (x86)\Adobe\Acrobat 11.0\Acrobat\plug_ins\IA32.api

      LoadedModule[100]=C:\Windows\syswow64\WININET.dll

      LoadedModule[101]=C:\Windows\syswow64\api-ms-win-downlevel-user32-l1-1-0.dll

      LoadedModule[102]=C:\Windows\syswow64\api-ms-win-downlevel-shlwapi-l1-1-0.dll

      LoadedModule[103]=C:\Windows\syswow64\api-ms-win-downlevel-version-l1-1-0.dll

      LoadedModule[104]=C:\Windows\syswow64\api-ms-win-downlevel-normaliz-l1-1-0.dll

      LoadedModule[105]=C:\Windows\syswow64\normaliz.DLL

      LoadedModule[106]=C:\Windows\syswow64\iertutil.dll

      LoadedModule[107]=C:\Windows\syswow64\api-ms-win-downlevel-advapi32-l1-1-0.dll

      LoadedModule[108]=C:\Windows\system32\Secur32.dll

      LoadedModule[109]=C:\Windows\system32\api-ms-win-downlevel-advapi32-l2-1-0.dll

      LoadedModule[110]=C:\Windows\syswow64\api-ms-win-downlevel-ole32-l1-1-0.dll

      LoadedModule[111]=C:\Windows\system32\mswsock.dll

      LoadedModule[112]=C:\Windows\System32\wship6.dll

      LoadedModule[113]=C:\Windows\system32\IPHLPAPI.DLL

      LoadedModule[114]=C:\Windows\system32\WINNSI.DLL

      LoadedModule[115]=C:\Windows\system32\api-ms-win-downlevel-shlwapi-l2-1-0.dll

      LoadedModule[116]=C:\Windows\system32\DNSAPI.dll

      LoadedModule[117]=C:\Windows\syswow64\urlmon.dll

      LoadedModule[118]=C:\Windows\system32\jsproxy.dll

      LoadedModule[119]=C:\Windows\SysWOW64\jscript.dll

      LoadedModule[120]=C:\Windows\System32\wshtcpip.dll

      LoadedModule[121]=C:\Windows\system32\rasadhlp.dll

      LoadedModule[122]=C:\Windows\System32\fwpuclnt.dll

      LoadedModule[123]=C:\Program Files (x86)\Adobe\Acrobat 11.0\Acrobat\plug_ins\ImageConversion.api

      LoadedModule[124]=C:\Windows\system32\mscms.dll

      LoadedModule[125]=C:\Program Files (x86)\Adobe\Acrobat 11.0\Acrobat\plug_ins\DistillerPI.api

      LoadedModule[126]=C:\Program Files (x86)\Adobe\Acrobat 11.0\Acrobat\amtlib.dll

      LoadedModule[127]=C:\Windows\system32\WINHTTP.dll

      LoadedModule[128]=C:\Windows\system32\webio.dll

      LoadedModule[129]=C:\Windows\system32\wbem\wbemprox.dll

      LoadedModule[130]=C:\Windows\system32\wbemcomn2.dll

      LoadedModule[131]=C:\Windows\system32\wbem\wbemsvc.dll

      LoadedModule[132]=C:\Windows\system32\wbem\fastprox.dll

      LoadedModule[133]=C:\Windows\system32\NTDSAPI.dll

      LoadedModule[134]=C:\Windows\syswow64\WINTRUST.dll

      LoadedModule[135]=C:\Windows\system32\WindowsCodecs.dll

      LoadedModule[136]=C:\Program Files (x86)\Common Files\TortoiseOverlays\TortoiseOverlays.dll

      LoadedModule[137]=C:\Windows\system32\api-ms-win-core-synch-l1-2-0.DLL

      LoadedModule[138]=C:\Program Files\TortoiseSVN\bin\TortoiseStub32.dll

      LoadedModule[139]=C:\Program Files\TortoiseSVN\bin\TortoiseSVN32.dll

      LoadedModule[140]=C:\Program Files\TortoiseSVN\bin\libsvn_tsvn32.dll

      LoadedModule[141]=C:\PROGRA~2\MICROS~1\Office15\GROOVEEX.DLL

      LoadedModule[142]=C:\Windows\system32\ATL100.DLL

      LoadedModule[143]=C:\PROGRA~2\MICROS~1\Office15\1033\GrooveIntlResource.dll

      LoadedModule[144]=C:\Windows\system32\EhStorShell.dll

      LoadedModule[145]=C:\Windows\system32\srvcli.dll

      LoadedModule[146]=C:\Program Files (x86)\Adobe\Acrobat 11.0\Acrobat Elements\ContextMenu.dll

      LoadedModule[147]=C:\Windows\system32\WINSPOOL.DRV

      LoadedModule[148]=C:\Windows\system32\mfc100u.dll

      LoadedModule[149]=C:\Windows\system32\MSIMG32.dll

      LoadedModule[150]=C:\Windows\system32\MFC100ENU.DLL

      LoadedModule[151]=C:\Program Files (x86)\Adobe\Acrobat 11.0\PDFMaker\Common\AdobePDFMakerX.dll

      LoadedModule[152]=C:\Windows\syswow64\COMDLG32.dll

      LoadedModule[153]=C:\Windows\system32\oledlg.dll

      LoadedModule[154]=C:\Windows\system32\WINMM.dll

      LoadedModule[155]=C:\Program Files (x86)\Adobe\Acrobat 11.0\PDFMaker\Common\PDFMakerAPI.dll

      LoadedModule[156]=C:\Windows\system32\SXS.DLL

      FriendlyEventName=Stopped working

      ConsentKey=APPCRASH

      AppName=Adobe Acrobat

      AppPath=C:\Program Files (x86)\Adobe\Acrobat 11.0\Acrobat\Acrobat.exe