4 Replies Latest reply on Dec 19, 2017 5:06 PM by JRAA

    Acrobat Reader DC, 64bit windows 10, StackHash_#### crashes

    JRAA Level 1

      Hi all,

       

      Our company has recently upgraded to windows 10, and we are seeing a large amount of crashes with Acrobat Reader DC.

      The crashes are repeatable on the Continuous Release - version 2018.009.20044

      The crashes are not tied to particular documents but occur at random, typically while users are opening and closing multiple documents.

       

      The fault module is consistently StackHash_####

       

      Searching the forums there are some old threads about StackHash, but I haven't been able to locate a fix.

      The install has been repaired, crashes persist.

       

      Version=1

      EventType=APPCRASH

      EventTime=131570775179703652

      ReportType=2

      Consent=1

      UploadTime=131570775183350183

      ReportIdentifier=82b5efd1-dadf-11e7-8bb9-f8633f4ef19b

      IntegratorReportIdentifier=3690d8fa-1ecc-43f1-8b10-ade633dc5a9d

      WOW64=1

      NsAppName=AcroRd32.exe

      AppSessionGuid=000032c0-0001-002f-53f0-649aeb6ed301

      TargetAppId=W:00069122786c41ef650bd4c12d9a1c6c8fb300000904!0000897f79d95a8c3d9e3a78830615f 1cee079bfafd2!AcroRd32.exe

      TargetAppVer=2017//11//04:20:06:42!22a6b5!AcroRd32.exe

      BootId=4294967295

      Response.BucketId=3eb474f9302376531fd4fb696037766b

      Response.BucketTable=1

      Response.LegacyBucketId=2293734540242810475

      Response.type=4

      Sig[0].Name=Application Name

      Sig[0].Value=AcroRd32.exe

      Sig[1].Name=Application Version

      Sig[1].Value=18.9.20044.55097

      Sig[2].Name=Application Timestamp

      Sig[2].Value=59fe1dd2

      Sig[3].Name=Fault Module Name

      Sig[3].Value=StackHash_0533

      Sig[4].Name=Fault Module Version

      Sig[4].Value=10.0.14393.1715

      Sig[5].Name=Fault Module Timestamp

      Sig[5].Value=59b0d8f3

      Sig[6].Name=Exception Code

      Sig[6].Value=c0000374

      Sig[7].Name=Exception Offset

      Sig[7].Value=PCH_38_FROM_ntdll+0x0006EB2C

       

      Any help would be greatly appreciated.

       

      Thanks!

      James

        • 1. Re: Acrobat Reader DC, 64bit windows 10, StackHash_#### crashes
          Adorobat Adobe Employee

          Hi James,

           

          Could you try installing the latest patch (18.009.20050) for Reader and check if that resolves the issue? To download the patch, click check for updates under help menu. You may also download the update manually using this link: 18.009.20050 Optional update, November 29, 2017 — Acrobat and Adobe Reader Release Notes

          Reboot the machine once and try again.

           

          Let us know if that helps.

          Shivam

          • 2. Re: Acrobat Reader DC, 64bit windows 10, StackHash_#### crashes
            JRAA Level 1

            Hi Shivam,

             

            I updated to 18.009.20050 and opened a bunch of pdf documents, I received a message that I had opened the maximum number of concurrent documents, closed a few, opened few more and browsed around. This seemed to be better performance.

             

            I exited Adobe Reader, and selected close all documents. Adobe began closing each tab, however before finishing I got the "(not responding)" message in the title bar for a few moments then Adobe crashed.

             

            Looking at Windows Error Reporting logs shows the stackhash error once again.

             

            Version=1

            EventType=APPCRASH

            EventTime=131574291061801912

            ReportType=2

            Consent=1

            UploadTime=131574291065434242

            ReportIdentifier=1d98d5fa-de12-11e7-8bb9-f8633f4ef19b

            IntegratorReportIdentifier=fb341e58-c636-47f0-a83a-766f9c9cf783

            WOW64=1

            NsAppName=AcroRd32.exe

            AppSessionGuid=000001c0-0001-002f-29cb-f3e51d72d301

            TargetAppId=W:00066861560bb7e3985e0bd61e0e9257c86200000904!000014c10eb00e59cb9407b94a4a119 636cead1cb4dc!AcroRd32.exe

            TargetAppVer=2017//11//27:20:21:25!2281e6!AcroRd32.exe

            BootId=4294967295

            1. Response.BucketId=09b0e719eb8c08a02d6815f782dc42d9
            2. Response.BucketTable=1
            3. Response.LegacyBucketId=2118967777474396889
            4. Response.type=4

            Sig[0].Name=Application Name

            Sig[0].Value=AcroRd32.exe

            Sig[1].Name=Application Version

            Sig[1].Value=18.9.20050.57426

            Sig[2].Name=Application Timestamp

            Sig[2].Value=5a1c73c5

            Sig[3].Name=Fault Module Name

            Sig[3].Value=StackHash_560e

            Sig[4].Name=Fault Module Version

            Sig[4].Value=10.0.14393.1715

            Sig[5].Name=Fault Module Timestamp

            Sig[5].Value=59b0d8f3

            Sig[6].Name=Exception Code

            Sig[6].Value=c0000374

            Sig[7].Name=Exception Offset

            Sig[7].Value=PCH_38_FROM_ntdll+0x0006EB2C

            DynamicSig[1].Name=OS Version

            DynamicSig[1].Value=10.0.14393.2.0.0.256.125

            DynamicSig[2].Name=Locale ID

            DynamicSig[2].Value=3081

            DynamicSig[22].Name=Additional Information 1

            DynamicSig[22].Value=560e

            DynamicSig[23].Name=Additional Information 2

            DynamicSig[23].Value=560e23789839283ed968ed4d135072a3

            DynamicSig[24].Name=Additional Information 3

            DynamicSig[24].Value=64f4

            DynamicSig[25].Name=Additional Information 4

            DynamicSig[25].Value=64f45f43c5431d710138e329c5125774

            UI[2]=C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AcroRd32.exe

             

            Kind regards,

            James

            • 3. Re: Acrobat Reader DC, 64bit windows 10, StackHash_#### crashes
              Adorobat Adobe Employee

              Thanks for the information, James.

               

              Please try following troubleshooting steps:

              1- Uninstall Reader using cleaner tool which you can download from here: Download Adobe Reader and Acrobat Cleaner Tool - Adobe Labs

              2- Reboot the machine,

              3- Download Reader DC from here: Adobe - Adobe Acrobat Reader DC Distribution

              4- Reboot the machine and try again.

               

              Keep us posted with the results.

              Shivam

              • 4. Re: Acrobat Reader DC, 64bit windows 10, StackHash_#### crashes
                JRAA Level 1

                Hi Shivam,

                 

                I've run the cleaner and reinstalled.

                 

                I put adobe reader dc through it's paces and didn't notice a crash, however looking at my event logs I can see the cleaner application reported a crash which isn't too encouraging. I will deploy this to one of our impacted users to see if they see any improvement.

                 

                Version=1

                EventType=APPCRASH

                EventTime=131582043762128206

                ReportType=2

                Consent=1

                UploadTime=131582043765309466

                ReportIdentifier=2edd3567-e51f-11e7-8bbf-f8633f4ef19b

                IntegratorReportIdentifier=902e622f-ffbe-4eae-bddf-cdc6e06cdf61

                WOW64=1

                NsAppName=AdobeAcroCleaner_DC2015.exe

                AppSessionGuid=00002374-0001-0035-25fd-93c52b79d301

                TargetAppId=W:000698c5a26fe66a4427e9e996335239b99a00000904!000095e1746b53edb3fca3db0f1de01 f6a215730304b!AdobeAcroCleaner_DC2015.exe

                TargetAppVer=2015//07//03:02:47:00!22bd16!AdobeAcroCleaner_DC2015.exe

                BootId=4294967295

                Response.BucketId=c5e964f48ea65d5969c85585b93adfc0

                Response.BucketTable=1

                Response.LegacyBucketId=109136295072

                Response.type=4

                Sig[0].Name=Application Name

                Sig[0].Value=AdobeAcroCleaner_DC2015.exe

                Sig[1].Name=Application Version

                Sig[1].Value=4.0.0.15957

                Sig[2].Name=Application Timestamp

                Sig[2].Value=5595f7a4

                Sig[3].Name=Fault Module Name

                Sig[3].Value=StackHash_eace

                Sig[4].Name=Fault Module Version

                Sig[4].Value=10.0.14393.1715

                Sig[5].Name=Fault Module Timestamp

                Sig[5].Value=59b0d8f3

                Sig[6].Name=Exception Code

                Sig[6].Value=c0000374

                Sig[7].Name=Exception Offset

                Sig[7].Value=PCH_24_FROM_ntdll+0x0006EB2C