Adobe Acrobat DC Crashing When Opening Locked Documents

[catherinep92253359]

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: 6.3.9600.2.0.0.256.4

  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!

Thanks.

[arvindy]

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.

Regards,

Arvind

[catherinep92253359]

Thanks Arvind - https://1drv.ms/f/s!AvaOn85KrRwGjyBXFriQ1wfTr1un

[kimb61085818]

I have the same issue. The password box opens, and as soon as I try to enter the password, Acrobat just hangs, and I need to force close it.