2 Replies Latest reply on Oct 4, 2018 5:58 AM by catherinep92253359

    Adobe Acrobat DC Crashing When Opening Locked Documents

    catherinep92253359 Level 1

      Since Adobe was updated, I am unable to open any password protected documents.  When I enter the password, the following error message appears:


      Problem signature:

        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.

        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!