Since Adobe was updated, I am unable to open any password protected documents. When I enter the password, the following error message appears:
Problem Event Name: APPCRASH
Application Name: Acrobat.exe
Application Version: 19.8.20071.41678
Application Timestamp: 5ba33057
Fault Module Name: pdfaloud.api
Fault Module Version: 3.3.2002.0
Fault Module Timestamp: 518a6341
Exception Code: c0000005
Exception Offset: 000566f9
OS Version: 6.3.9600.2.0.0.256.4
Locale ID: 2057
Additional Information 1: 2878
Additional Information 2: 287879fa257f399011ec867d41405ee2
Additional Information 3: 5622
Additional Information 4: 56228a8b74504e120cf70208aca58182
My colleague is also having the same problem and it has only started since the update was installed. Could anyone help with how to resolve this as we work with a lot of password protected documents!
Apologies for the inconvenience caused.
Kindly share the Crash dumps when Reader Crashes for you.
Here is how you can collect the crash dump :
When Reader Crashes (If you get this error message "Adobe Reader has stopped working") , Can you please share with us the Crash Logs .
For Getting the Crash Logs:
a. When Acrobat Reader Crashes , Open Windows Task Manager
b. -> Got To Processes, There you can see a process "Adobe Acrobat Reader DC" / AcroRd32.exe
c. Right Click on this process and click "Create Dump File"
d. Dump file will be created in the Temp folder of user (as specified on the dialog you get after creating dump files).
e. Save this DMP file on any Cloud Storage and Share the link for that with us.
We will try to analyse your issue on priority once you share this information with us.