I held of clicking the update notice that kept popping up until today. I should have followed my instincts to not do it. Now after the update Acrobat crashes every time I launch it. Acrobat starts up and sits there for a few seconds then crashes. I have had it crash without fail for the last 5 times I have started it.
Has anyone else experienced this and know of a solution?
Arrg. I feel like makeing Acrobat X walk the plank. I have work to do on this computer and I can't do anything. Good thing I still have Acrobat 9 on my main production computer.
Acrobat X Professional crashes and crashes and crashes after updating
2011-10-12 14:28:50
My Product Information:
Acrobat Pro 10.1, Windows
Acrobat Pro 10.1, Windows
2011-10-12 14:54:52
#2
I have tried to open a document 2x and the other 4x just launching Acrobat and I get the same results. The first thing I tried was Repair Acrobat Installation but it crashes even after doing that. I have not checked my Windows machine for corrupt or damaged fonts. Everything was working just fine before I unwisely decided to update Acrobat.
2011-10-12 16:42:53
#3
So sorry this is happening. There may be more going on than just the update, or I would have seen a revolt of many users on the forums. Can you try to uninstall and re-install Acrobat?
2011-10-13 01:48:43
#4
I have used Acrobat Pro 10.0.1 for the last year and it has proven to be a good product. I updated to Acrobat 10.1 and now suffer crashes when opening files that have any page actions, which are used a lot within the companys electronic library. I use Windows XP, but when using 10.1 Reader on a Windows 7 computer, there appears to be no problem. I have reverted to Acrobat 10.0.1 and have restored sanity to the company. There does appear to be a snag within 10.1 that needs to be addressed. (see Acrobat 10.1 snags on this forum)
2011-10-13 04:43:14
#5
I have tried to open a document 2x and the other 4x just launching Acrobat and I get the same results. The first thing I tried was Repair Acrobat Installation but it crashes even after doing that. I have not checked my Windows machine for corrupt or damaged fonts. Everything was working just fine before I unwisely decided to update Acrobat.
Would it be possible for you to provide me with a crash log for the same, so that I can investigate the issue at my end.You can follow the below mentioned steps to get the crash dump:
1. Install WinDbg from http://www.microsoft.com/whdc/devtools/debugging/installx86.mspx
2. Launch WinDbg via the shortcut
3. Click File->Open Executable
4. Select Acrobat.exe from "C:\Program Files\Adobe\Acrobat 10.0\Acrobat\Acrobat.exe" and hit "OK"
5. Remember to press "g" and hit enter when you encounter the first breakpoint and then you will see a text "Debuggeee is running" and Acrobat will be launched
6. Open whatever file is it that produces the crash in Acrobat.
7. When you have successfully reproduced the sceanrio causing the crash/freezing of Adobe Acrobat X, enter the below command in the WinDbg terminal
.dump /ma c:\temp.dmp (Hit enter)
8. This will produce the crash dump at C:\ by the name of temp.dmp
Could you please upload the dump (compress the dump using WinZip or likewise) at some site and provide the link for the same. I will have a look at the same.
thanks,
hitanand
2011-10-13 07:46:47
#6
So sorry this is happening. There may be more going on than just the update, or I would have seen a revolt of many users on the forums. Can you try to uninstall and re-install Acrobat?
I just tried uninstalling and re-installing and Acrobat is still crashing shortly after launching.I must admit that I'm a bit concerned and cautious about sending a bunch of information from my computer to someone as hitanand suggests.
2011-10-13 13:29:04
#7
Would it be possible for you to provide me with a crash log for the same, so that I can investigate the issue at my end.
You can follow the below mentioned steps to get the crash dump:
1. Install WinDbg from http://www.microsoft.com/whdc/devtools/debugging/installx86.mspx
2. Launch WinDbg via the shortcut
3. Click File->Open Executable
4. Select Acrobat.exe from "C:\Program Files\Adobe\Acrobat 10.0\Acrobat\Acrobat.exe" and hit "OK"
5. Remember to press "g" and hit enter when you encounter the first breakpoint and then you will see a text "Debuggeee is running" and Acrobat will be launched
6. Open whatever file is it that produces the crash in Acrobat.
7. When you have successfully reproduced the sceanrio causing the crash/freezing of Adobe Acrobat X, enter the below command in the WinDbg terminal
.dump /ma c:\temp.dmp (Hit enter)
8. This will produce the crash dump at C:\ by the name of temp.dmp
Could you please upload the dump (compress the dump using WinZip or likewise) at some site and provide the link for the same. I will have a look at the same.
thanks,
hitanand
This operation didn't go as smooth as I was expecting. I had to type "g" and hit Enter several times before I saw "Debuggee is running". I saw Acrobat open but couldn't open a document. I did save the temp.dmp file to my desktop. Maybe I'm being overly cautious but I want to make sure it is safe to get the file to you. I don't have a way to upload it anywhere.You can follow the below mentioned steps to get the crash dump:
1. Install WinDbg from http://www.microsoft.com/whdc/devtools/debugging/installx86.mspx
2. Launch WinDbg via the shortcut
3. Click File->Open Executable
4. Select Acrobat.exe from "C:\Program Files\Adobe\Acrobat 10.0\Acrobat\Acrobat.exe" and hit "OK"
5. Remember to press "g" and hit enter when you encounter the first breakpoint and then you will see a text "Debuggeee is running" and Acrobat will be launched
6. Open whatever file is it that produces the crash in Acrobat.
7. When you have successfully reproduced the sceanrio causing the crash/freezing of Adobe Acrobat X, enter the below command in the WinDbg terminal
.dump /ma c:\temp.dmp (Hit enter)
8. This will produce the crash dump at C:\ by the name of temp.dmp
Could you please upload the dump (compress the dump using WinZip or likewise) at some site and provide the link for the same. I will have a look at the same.
thanks,
hitanand
2011-10-19 22:35:46
#8
Let the revolt begin. Adobe Acrobat X has just (withing the last two weeks) started crashing again and again. I tried the repair option and it did not appear to help the problem.
Adobe seems to be working fine and then it just crashes.I cannot determine what is causing the problem. I will be working and then all of a sudden it just report Adobe has stopped working. Checking for solution and this last time it was unable to find the recovery file and I just lost 2 hours of work. ARRRRRRGGGGGG
Steve
Adobe seems to be working fine and then it just crashes.I cannot determine what is causing the problem. I will be working and then all of a sudden it just report Adobe has stopped working. Checking for solution and this last time it was unable to find the recovery file and I just lost 2 hours of work. ARRRRRRGGGGGG
Steve
2011-10-19 22:38:36
#9
Any suggestion on how to try and find the recovery file?
Thanks,
Steve
Thanks,
Steve
2011-10-19 22:40:42
#10
Log Name: Application
Source: Application Error
Date: 10/19/2011 10:10:47 PM
Event ID: 1000
Task Category: (100)
Level: Error
Keywords: Classic
User: N/A
Computer: NoFear
Description:
Faulting application name: Acrobat.exe, version: 10.1.1.33, time stamp: 0x4e64e9d5
Faulting module name: Acrobat.dll, version: 10.1.1.33, time stamp: 0x4e64fa0a
Exception code: 0xc0000005
Fault offset: 0x0003f354
Faulting process id: 0x352c
Faulting application start time: 0x01cc8ed9a78658d6
Faulting application path: C:\Program Files (x86)\Adobe\Acrobat 10.0\Acrobat\Acrobat.exe
Faulting module path: C:\Program Files (x86)\Adobe\Acrobat 10.0\Acrobat\Acrobat.dll
Report Id: de40b8f8-fad9-11e0-b458-00241dc5780a
Event Xml:1000
2
100
0x80000000000000116291
Application
NoFearAcrobat.exe
10.1.1.33
4e64e9d5
Acrobat.dll
10.1.1.33
4e64fa0a
c0000005
0003f354
352c
01cc8ed9a78658d6
C:\Program Files (x86)\Adobe\Acrobat 10.0\Acrobat\Acrobat.exe
C:\Program Files (x86)\Adobe\Acrobat 10.0\Acrobat\Acrobat.dll
de40b8f8-fad9-11e0-b458-00241dc5780a
Source: Application Error
Date: 10/19/2011 10:10:47 PM
Event ID: 1000
Task Category: (100)
Level: Error
Keywords: Classic
User: N/A
Computer: NoFear
Description:
Faulting application name: Acrobat.exe, version: 10.1.1.33, time stamp: 0x4e64e9d5
Faulting module name: Acrobat.dll, version: 10.1.1.33, time stamp: 0x4e64fa0a
Exception code: 0xc0000005
Fault offset: 0x0003f354
Faulting process id: 0x352c
Faulting application start time: 0x01cc8ed9a78658d6
Faulting application path: C:\Program Files (x86)\Adobe\Acrobat 10.0\Acrobat\Acrobat.exe
Faulting module path: C:\Program Files (x86)\Adobe\Acrobat 10.0\Acrobat\Acrobat.dll
Report Id: de40b8f8-fad9-11e0-b458-00241dc5780a
Event Xml:1000
2
100
0x80000000000000116291
Application
NoFearAcrobat.exe
10.1.1.33
4e64e9d5
Acrobat.dll
10.1.1.33
4e64fa0a
c0000005
0003f354
352c
01cc8ed9a78658d6
C:\Program Files (x86)\Adobe\Acrobat 10.0\Acrobat\Acrobat.exe
C:\Program Files (x86)\Adobe\Acrobat 10.0\Acrobat\Acrobat.dll
de40b8f8-fad9-11e0-b458-00241dc5780a
2011-10-19 22:50:45
#11
Log Name: Application
Source: Application Error
Date: 10/18/2011 10:38:07 AM
Event ID: 1000
Task Category: (100)
Level: Error
Keywords: Classic
User: N/A
Computer: NoFear
Description:
Faulting application name: Acrobat.exe, version: 10.1.1.33, time stamp: 0x4e64e9d5
Faulting module name: Acrobat.dll, version: 10.1.1.33, time stamp: 0x4e64fa0a
Exception code: 0xc0000005
Fault offset: 0x000d55b0
Faulting process id: 0x4018
Faulting application start time: 0x01cc8db8a2a1496e
Faulting application path: C:\Program Files (x86)\Adobe\Acrobat 10.0\Acrobat\Acrobat.exe
Faulting module path: C:\Program Files (x86)\Adobe\Acrobat 10.0\Acrobat\Acrobat.dll
Report Id: eff79265-f9af-11e0-aa28-00241dc5780a
Event Xml:1000
2
100
0x80000000000000116099
Application
NoFearAcrobat.exe
10.1.1.33
4e64e9d5
Acrobat.dll
10.1.1.33
4e64fa0a
c0000005
000d55b0
4018
01cc8db8a2a1496e
C:\Program Files (x86)\Adobe\Acrobat 10.0\Acrobat\Acrobat.exe
C:\Program Files (x86)\Adobe\Acrobat 10.0\Acrobat\Acrobat.dll
eff79265-f9af-11e0-aa28-00241dc5780a
Source: Application Error
Date: 10/18/2011 10:38:07 AM
Event ID: 1000
Task Category: (100)
Level: Error
Keywords: Classic
User: N/A
Computer: NoFear
Description:
Faulting application name: Acrobat.exe, version: 10.1.1.33, time stamp: 0x4e64e9d5
Faulting module name: Acrobat.dll, version: 10.1.1.33, time stamp: 0x4e64fa0a
Exception code: 0xc0000005
Fault offset: 0x000d55b0
Faulting process id: 0x4018
Faulting application start time: 0x01cc8db8a2a1496e
Faulting application path: C:\Program Files (x86)\Adobe\Acrobat 10.0\Acrobat\Acrobat.exe
Faulting module path: C:\Program Files (x86)\Adobe\Acrobat 10.0\Acrobat\Acrobat.dll
Report Id: eff79265-f9af-11e0-aa28-00241dc5780a
Event Xml:1000
2
100
0x80000000000000116099
Application
NoFearAcrobat.exe
10.1.1.33
4e64e9d5
Acrobat.dll
10.1.1.33
4e64fa0a
c0000005
000d55b0
4018
01cc8db8a2a1496e
C:\Program Files (x86)\Adobe\Acrobat 10.0\Acrobat\Acrobat.exe
C:\Program Files (x86)\Adobe\Acrobat 10.0\Acrobat\Acrobat.dll
eff79265-f9af-11e0-aa28-00241dc5780a
2011-10-19 22:51:40
#12
Log Name: Application
Source: Application Error
Date: 10/18/2011 9:58:23 AM
Event ID: 1000
Task Category: (100)
Level: Error
Keywords: Classic
User: N/A
Computer: NoFear
Description:
Faulting application name: Acrobat.exe, version: 10.1.1.33, time stamp: 0x4e64e9d5
Faulting module name: Acrobat.dll, version: 10.1.1.33, time stamp: 0x4e64fa0a
Exception code: 0xc0000005
Fault offset: 0x00020df2
Faulting process id: 0x24f8
Faulting application start time: 0x01cc8db6a9bb5f78
Faulting application path: C:\Program Files (x86)\Adobe\Acrobat 10.0\Acrobat\Acrobat.exe
Faulting module path: C:\Program Files (x86)\Adobe\Acrobat 10.0\Acrobat\Acrobat.dll
Report Id: 62fd120f-f9aa-11e0-aa28-00241dc5780a
Event Xml:1000
2
100
0x80000000000000116088
Application
NoFearAcrobat.exe
10.1.1.33
4e64e9d5
Acrobat.dll
10.1.1.33
4e64fa0a
c0000005
00020df2
24f8
01cc8db6a9bb5f78
C:\Program Files (x86)\Adobe\Acrobat 10.0\Acrobat\Acrobat.exe
C:\Program Files (x86)\Adobe\Acrobat 10.0\Acrobat\Acrobat.dll
62fd120f-f9aa-11e0-aa28-00241dc5780a
Source: Application Error
Date: 10/18/2011 9:58:23 AM
Event ID: 1000
Task Category: (100)
Level: Error
Keywords: Classic
User: N/A
Computer: NoFear
Description:
Faulting application name: Acrobat.exe, version: 10.1.1.33, time stamp: 0x4e64e9d5
Faulting module name: Acrobat.dll, version: 10.1.1.33, time stamp: 0x4e64fa0a
Exception code: 0xc0000005
Fault offset: 0x00020df2
Faulting process id: 0x24f8
Faulting application start time: 0x01cc8db6a9bb5f78
Faulting application path: C:\Program Files (x86)\Adobe\Acrobat 10.0\Acrobat\Acrobat.exe
Faulting module path: C:\Program Files (x86)\Adobe\Acrobat 10.0\Acrobat\Acrobat.dll
Report Id: 62fd120f-f9aa-11e0-aa28-00241dc5780a
Event Xml:1000
2
100
0x80000000000000116088
Application
NoFearAcrobat.exe
10.1.1.33
4e64e9d5
Acrobat.dll
10.1.1.33
4e64fa0a
c0000005
00020df2
24f8
01cc8db6a9bb5f78
C:\Program Files (x86)\Adobe\Acrobat 10.0\Acrobat\Acrobat.exe
C:\Program Files (x86)\Adobe\Acrobat 10.0\Acrobat\Acrobat.dll
62fd120f-f9aa-11e0-aa28-00241dc5780a
2011-10-19 22:53:25
#13
Log Name: Application
Source: Application Error
Date: 10/17/2011 2:55:39 PM
Event ID: 1000
Task Category: (100)
Level: Error
Keywords: Classic
User: N/A
Computer: NoFear
Description:
Faulting application name: Acrobat.exe, version: 10.1.1.33, time stamp: 0x4e64e9d5
Faulting module name: Acrobat.dll, version: 10.1.1.33, time stamp: 0x4e64fa0a
Exception code: 0xc0000005
Fault offset: 0x0003f354
Faulting process id: 0x250c
Faulting application start time: 0x01cc8d00e51c4192
Faulting application path: C:\Program Files (x86)\Adobe\Acrobat 10.0\Acrobat\Acrobat.exe
Faulting module path: C:\Program Files (x86)\Adobe\Acrobat 10.0\Acrobat\Acrobat.dll
Report Id: bfff0ec5-f90a-11e0-aa28-00241dc5780a
Event Xml:1000
2
100
0x80000000000000116047
Application
NoFearAcrobat.exe
10.1.1.33
4e64e9d5
Acrobat.dll
10.1.1.33
4e64fa0a
c0000005
0003f354
250c
01cc8d00e51c4192
C:\Program Files (x86)\Adobe\Acrobat 10.0\Acrobat\Acrobat.exe
C:\Program Files (x86)\Adobe\Acrobat 10.0\Acrobat\Acrobat.dll
bfff0ec5-f90a-11e0-aa28-00241dc5780a
Source: Application Error
Date: 10/17/2011 2:55:39 PM
Event ID: 1000
Task Category: (100)
Level: Error
Keywords: Classic
User: N/A
Computer: NoFear
Description:
Faulting application name: Acrobat.exe, version: 10.1.1.33, time stamp: 0x4e64e9d5
Faulting module name: Acrobat.dll, version: 10.1.1.33, time stamp: 0x4e64fa0a
Exception code: 0xc0000005
Fault offset: 0x0003f354
Faulting process id: 0x250c
Faulting application start time: 0x01cc8d00e51c4192
Faulting application path: C:\Program Files (x86)\Adobe\Acrobat 10.0\Acrobat\Acrobat.exe
Faulting module path: C:\Program Files (x86)\Adobe\Acrobat 10.0\Acrobat\Acrobat.dll
Report Id: bfff0ec5-f90a-11e0-aa28-00241dc5780a
Event Xml:1000
2
100
0x80000000000000116047
Application
NoFearAcrobat.exe
10.1.1.33
4e64e9d5
Acrobat.dll
10.1.1.33
4e64fa0a
c0000005
0003f354
250c
01cc8d00e51c4192
C:\Program Files (x86)\Adobe\Acrobat 10.0\Acrobat\Acrobat.exe
C:\Program Files (x86)\Adobe\Acrobat 10.0\Acrobat\Acrobat.dll
bfff0ec5-f90a-11e0-aa28-00241dc5780a
2011-10-19 22:55:50
#14
One other odd behavior is that when I go to save a document and click on file save I get the already exists message and then I click on over write and it says that it is open somewhere else.
Steve
Steve
2011-10-19 23:36:06
#15
Log Name: Application
Source: Application Error
Date: 10/19/2011 11:19:01 PM
Event ID: 1000
Task Category: (100)
Level: Error
Keywords: Classic
User: N/A
Computer: NoFear
Description:
Faulting application name: Acrobat.exe, version: 10.1.1.33, time stamp: 0x4e64e9d5
Faulting module name: MakeAccessible.api, version: 10.1.1.33, time stamp: 0x4e64f86d
Exception code: 0xc0000005
Fault offset: 0x00085145
Faulting process id: 0x2eb0
Faulting application start time: 0x01cc8ee6f5c56156
Faulting application path: C:\Program Files (x86)\Adobe\Acrobat 10.0\Acrobat\Acrobat.exe
Faulting module path: C:\Program Files (x86)\Adobe\Acrobat 10.0\Acrobat\plug_ins\MakeAccessible.api
Report Id: 6642c5f5-fae3-11e0-b458-00241dc5780a
Event Xml:1000
2
100
0x80000000000000116293
Application
NoFearAcrobat.exe
10.1.1.33
4e64e9d5
MakeAccessible.api
10.1.1.33
4e64f86d
c0000005
00085145
2eb0
01cc8ee6f5c56156
C:\Program Files (x86)\Adobe\Acrobat 10.0\Acrobat\Acrobat.exe
C:\Program Files (x86)\Adobe\Acrobat 10.0\Acrobat\plug_ins\MakeAccessible.api
6642c5f5-fae3-11e0-b458-00241dc5780a
Source: Application Error
Date: 10/19/2011 11:19:01 PM
Event ID: 1000
Task Category: (100)
Level: Error
Keywords: Classic
User: N/A
Computer: NoFear
Description:
Faulting application name: Acrobat.exe, version: 10.1.1.33, time stamp: 0x4e64e9d5
Faulting module name: MakeAccessible.api, version: 10.1.1.33, time stamp: 0x4e64f86d
Exception code: 0xc0000005
Fault offset: 0x00085145
Faulting process id: 0x2eb0
Faulting application start time: 0x01cc8ee6f5c56156
Faulting application path: C:\Program Files (x86)\Adobe\Acrobat 10.0\Acrobat\Acrobat.exe
Faulting module path: C:\Program Files (x86)\Adobe\Acrobat 10.0\Acrobat\plug_ins\MakeAccessible.api
Report Id: 6642c5f5-fae3-11e0-b458-00241dc5780a
Event Xml:1000
2
100
0x80000000000000116293
Application
NoFearAcrobat.exe
10.1.1.33
4e64e9d5
MakeAccessible.api
10.1.1.33
4e64f86d
c0000005
00085145
2eb0
01cc8ee6f5c56156
C:\Program Files (x86)\Adobe\Acrobat 10.0\Acrobat\Acrobat.exe
C:\Program Files (x86)\Adobe\Acrobat 10.0\Acrobat\plug_ins\MakeAccessible.api
6642c5f5-fae3-11e0-b458-00241dc5780a
2011-11-04 12:46:00
#16
Sorry I lost track of this thread and I'm just picking it back up. One other issue may be corrupt or damaged fonts. Have you scanned your Font library recently? There are many products that offer this feature, one I've used personally is Extensis Suitcase. It has a program called Font Doctor that will identify and remove damaged fonts. Crashing when opening PDF files is often caused by corrupt fonts loaded in RAM.
I also HIGHLY recommend you submit a bug report. The Acrobat team does follow up on these and they can give you exact reasons why you may be crashing:
https://www.adobe.com/cfusion/mmform/index.cfm?name=wishform
I also have to ask, do you run virus software? Is your machine clean of malware & viruses?
I also HIGHLY recommend you submit a bug report. The Acrobat team does follow up on these and they can give you exact reasons why you may be crashing:
https://www.adobe.com/cfusion/mmform/index.cfm?name=wishform
I also have to ask, do you run virus software? Is your machine clean of malware & viruses?
2011-11-10 09:03:14
#17
So has anyone had any luck with moving beyond the crashes experienced in this thread, I too am experiencing similar crashes. I have opened a case with Adobe to try and troubleshoot. Anyone have any ideas to move forward with fixing the issue or ideas to remove the update (adobe itself) and go back to my previous version? By the way I did submit a bug report to Adobe earlier today I wonder if i will hear anything back!
2011-11-10 09:28:58
#18
I have not found a fix for the crashes so I yanked Acrobat X of my laptop and am not doing any work with at all. I haven't had time to do any more sleuthing. If I hadn't done the update maybe I would probably still be able to function. :-(
2011-11-10 12:08:59
#19
I'm sorry to hear you are still experiencing crashing, synwave7, were you able to scan your font library for damage? Also, another thing to try is disabling Protected Mode:
Edit > Preferences
Click General
Uncheck box "Enable protected mode at startup"
Here is some information on Protected Mode from Joel Geraci:
"Protected Mode is the term we use when referring to the Reader Sandbox. As a sandboxed application, it is prevented from communicating with the OS in any way that can be considered a security vulnerability, some applications and drivers have trouble with this and our recommendation in these cases is to turn it off until the drivers and applications get updated to handle the new security architecture."
"That said, Protected Mode is only one part of a complex security architecture that includes Enhanced Security that leverages cross-domain policy files, the JavaScript blacklist, and a quarterly patch schedule."
More information on Protected Mode:
http://blogs.adobe.com/pdfitmatters/2011/06/protected-view-in-acrobat-x-version-10-1.php
I'd like to get to the bottom of this, but there are many variables.
Edit > Preferences
Click General
Uncheck box "Enable protected mode at startup"
Here is some information on Protected Mode from Joel Geraci:
"Protected Mode is the term we use when referring to the Reader Sandbox. As a sandboxed application, it is prevented from communicating with the OS in any way that can be considered a security vulnerability, some applications and drivers have trouble with this and our recommendation in these cases is to turn it off until the drivers and applications get updated to handle the new security architecture."
"That said, Protected Mode is only one part of a complex security architecture that includes Enhanced Security that leverages cross-domain policy files, the JavaScript blacklist, and a quarterly patch schedule."
More information on Protected Mode:
http://blogs.adobe.com/pdfitmatters/2011/06/protected-view-in-acrobat-x-version-10-1.php
I'd like to get to the bottom of this, but there are many variables.
2011-11-11 08:28:16
#20
I am having a similar problem.
OS win7 SP1 with office 2010.
This is a freshly built machine with Acrobat 10.1.1 and we are about to refresh over 2500 machines with this build and this versin of acrobat.
The error occurs when you open a PDF and leave open for over 1 minute the close the pdf????
the error reads "acrobat has stopped working" "a problem caused the program to stop working correctly."
we also get the below from the event log:
Log Name: Application
Source: Application Error
Date: 11/11/2011 15:39:52
Event ID: 1000
Task Category: (100)
Level: Error
Keywords: Classic
User: N/A
Computer: machine_name.domain.local
Description:
Faulting application name: Acrobat.exe, version: 10.1.1.33, time stamp: 0x4e64e9d5
Faulting module name: Acrobat.dll, version: 10.1.1.33, time stamp: 0x4e64fa0a
Exception code: 0xc0000005
Fault offset: 0x00020da6
Faulting process id: 0x85c
Faulting application start time: 0x01cca087f69c10db
Faulting application path: c:\Program Files\Adobe\Acrobat 10.0\Acrobat\Acrobat.exe
Faulting module path: c:\Program Files\Adobe\Acrobat 10.0\Acrobat\Acrobat.dll
Report Id: 6517561f-0c7b-11e1-9006-001c23157d29
Event Xml:
1000
2
100
0x800000000000001550
Application
machine_name.domain.localAcrobat.exe
10.1.1.33
4e64e9d5
Acrobat.dll
10.1.1.33
4e64fa0a
c0000005
00020da6
85c
01cca087f69c10db
c:\Program Files\Adobe\Acrobat 10.0\Acrobat\Acrobat.exe
c:\Program Files\Adobe\Acrobat 10.0\Acrobat\Acrobat.dll
6517561f-0c7b-11e1-9006-001c23157d29
OS win7 SP1 with office 2010.
This is a freshly built machine with Acrobat 10.1.1 and we are about to refresh over 2500 machines with this build and this versin of acrobat.
The error occurs when you open a PDF and leave open for over 1 minute the close the pdf????
the error reads "acrobat has stopped working" "a problem caused the program to stop working correctly."
we also get the below from the event log:
Log Name: Application
Source: Application Error
Date: 11/11/2011 15:39:52
Event ID: 1000
Task Category: (100)
Level: Error
Keywords: Classic
User: N/A
Computer: machine_name.domain.local
Description:
Faulting application name: Acrobat.exe, version: 10.1.1.33, time stamp: 0x4e64e9d5
Faulting module name: Acrobat.dll, version: 10.1.1.33, time stamp: 0x4e64fa0a
Exception code: 0xc0000005
Fault offset: 0x00020da6
Faulting process id: 0x85c
Faulting application start time: 0x01cca087f69c10db
Faulting application path: c:\Program Files\Adobe\Acrobat 10.0\Acrobat\Acrobat.exe
Faulting module path: c:\Program Files\Adobe\Acrobat 10.0\Acrobat\Acrobat.dll
Report Id: 6517561f-0c7b-11e1-9006-001c23157d29
Event Xml:
1000
2
100
0x800000000000001550
Application
machine_name.domain.localAcrobat.exe
10.1.1.33
4e64e9d5
Acrobat.dll
10.1.1.33
4e64fa0a
c0000005
00020da6
85c
01cca087f69c10db
c:\Program Files\Adobe\Acrobat 10.0\Acrobat\Acrobat.exe
c:\Program Files\Adobe\Acrobat 10.0\Acrobat\Acrobat.dll
6517561f-0c7b-11e1-9006-001c23157d29
2011-11-11 08:58:01
#21
Have you tried the 2 suggestions above:
Help > Repair Acrobat Installation
Edit > Preferences
Click General
Uncheck box "Enable protected mode at startup"
I need to check these 2 before I can provide other troubleshooting recommendations.
Help > Repair Acrobat Installation
Edit > Preferences
Click General
Uncheck box "Enable protected mode at startup"
I need to check these 2 before I can provide other troubleshooting recommendations.
2011-11-15 01:14:08
#22
Kelly,
Have now tried a repair but this did not help.
Also, the "enable protected mode at startup" is not an available option under general (or anywhere else I can see).
Have now tried a repair but this did not help.
Also, the "enable protected mode at startup" is not an available option under general (or anywhere else I can see).
2011-11-15 04:57:00
#23
Just been playing around and found the setting the key:
HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Adobe\Adobe Acrobat\10.0\FeatureLockDown\bCommercialPDF
to 0 stops the error arising.
Does anyone know what this key does?
HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Adobe\Adobe Acrobat\10.0\FeatureLockDown\bCommercialPDF
to 0 stops the error arising.
Does anyone know what this key does?
2011-11-15 07:34:37
#24
From the Administrators Information Manager tool:
Type: Boolean
defult: null
Since Ver: 8.0
Lock Path: HKLM\SOFTWARE\Policies\Adobe\(product name)\(version)\FeatureLockdown
Summary: Disables and locks a PDFs ability to display commercial ads.
Details: Possible values include:
null: A null value is equal to 0 and allows ad display.
1: Disable and lock a PDFs ability to display ads.
I find it interesting that forcing it to the default setting (0=null) fixes the problem.
Thanks for sharing.
Doug
Type: Boolean
defult: null
Since Ver: 8.0
Lock Path: HKLM\SOFTWARE\Policies\Adobe\(product name)\(version)\FeatureLockdown
Summary: Disables and locks a PDFs ability to display commercial ads.
Details: Possible values include:
null: A null value is equal to 0 and allows ad display.
1: Disable and lock a PDFs ability to display ads.
I find it interesting that forcing it to the default setting (0=null) fixes the problem.
Thanks for sharing.
Doug
2011-11-17 02:38:36
#25
Doug / all
I may of been a little premature re this fix.
I have since done a full rebuild of the machine and installed acrobat 10.1.1 from scratch and set the above reg setting to 0 and am now getting the errors again.
just to give the full cenario
Windows 7 SP1
IE9
Office 2010
Acrobat 10.1.1 installed using admin install patched up to this version.
We are about to deploy to 2500 machines and cannot do this with this error hanging about.
Thanks in advance
I may of been a little premature re this fix.
I have since done a full rebuild of the machine and installed acrobat 10.1.1 from scratch and set the above reg setting to 0 and am now getting the errors again.
just to give the full cenario
Windows 7 SP1
IE9
Office 2010
Acrobat 10.1.1 installed using admin install patched up to this version.
We are about to deploy to 2500 machines and cannot do this with this error hanging about.
Thanks in advance
2011-11-17 06:57:04
#26
Andrew,
Ouch - not good. I am working on build out to around 12,000 machines and I can't have this happen either. Our primary difference is that we are (still) on XP.
If I come across anything I'll post.
Sorry I couldn't be of much more help.
Doug
Ouch - not good. I am working on build out to around 12,000 machines and I can't have this happen either. Our primary difference is that we are (still) on XP.
If I come across anything I'll post.
Sorry I couldn't be of much more help.
Doug
2011-11-18 02:40:52
#27
Are you using admin install also?
What tech do you use to deploy?
I am in the process of reverting to a script to run source msi using mst to installed followed by patching after install. All in same script.
What tech do you use to deploy?
I am in the process of reverting to a script to run source msi using mst to installed followed by patching after install. All in same script.
2011-11-18 05:46:52
#28
For XP we are doing the same thing - calling the base msi and applying Da' Customizer's MST then applying our custom mst (we don't leave well enough alone) and finally applying all the patches.
Anything we can bake into Da' Customizer's .mst (Adobe Customization Wizard) we do so.
As for a deployment tool - it's a completely custom, from the ground up, piece of software not based on any other tools in the marketplace. When we built (10+ years ago) it there were no other tools available that met our needs. Even after 10 years our tool still beats all the others. However for ease of use and maintainability under Windows 7 we are looking at moving to Microsoft's deployment tool set.
Buried under another post (again under my ID) I have a sample of our installer script. msiexec >blah< >blah< >blah<Thanks
Doug
Anything we can bake into Da' Customizer's .mst (Adobe Customization Wizard) we do so.
As for a deployment tool - it's a completely custom, from the ground up, piece of software not based on any other tools in the marketplace. When we built (10+ years ago) it there were no other tools available that met our needs. Even after 10 years our tool still beats all the others. However for ease of use and maintainability under Windows 7 we are looking at moving to Microsoft's deployment tool set.
Buried under another post (again under my ID) I have a sample of our installer script. msiexec >blah< >blah< >blah<Thanks
Doug
2011-11-18 09:38:00
#29
fishyp00,
I wasn't aware that IE9 was a factor. The forums are full of issues here and it's difficult to say what works 100% of the time. Have you tried testing with this IE setting on and off?
Edit > Preferences > Internet, "Display PDF in browser"
You may also be having issues with Protected Mode, or what Adobe calls the Reader "Sandbox". Turning this off can eliminate conflicts with old applications or drivers. To be safe, you can create a whitelist, if you determine this setting is causing the crashing.
In Acrobat 10, go to:
Edit > Preferences, Click General
Uncheck box "Enable protected mode at startup"
From Joel Geraci:
"Protected Mode is the term we use when referring to the Reader Sandbox. As a sandboxed application, it is prevented from communicating with the OS in any way that can be considered a security vulnerability, some applications and drivers have trouble with this and our recommendation in these cases is to turn it off until the drivers and applications get updated to handle the new security architecture."
"That said, Protected Mode is only one part of a complex security architecture that includes Enhanced Security that leverages cross-domain policy files, the JavaScript blacklist, and a quarterly patch schedule."
Finally, has anyone submitted a bug report?? Adobe does follow up on these:
Feature Request / Bug Report Form
https://www.adobe.com/cfusion/mmform/index.cfm?name=wishform
I wasn't aware that IE9 was a factor. The forums are full of issues here and it's difficult to say what works 100% of the time. Have you tried testing with this IE setting on and off?
Edit > Preferences > Internet, "Display PDF in browser"
You may also be having issues with Protected Mode, or what Adobe calls the Reader "Sandbox". Turning this off can eliminate conflicts with old applications or drivers. To be safe, you can create a whitelist, if you determine this setting is causing the crashing.
In Acrobat 10, go to:
Edit > Preferences, Click General
Uncheck box "Enable protected mode at startup"
From Joel Geraci:
"Protected Mode is the term we use when referring to the Reader Sandbox. As a sandboxed application, it is prevented from communicating with the OS in any way that can be considered a security vulnerability, some applications and drivers have trouble with this and our recommendation in these cases is to turn it off until the drivers and applications get updated to handle the new security architecture."
"That said, Protected Mode is only one part of a complex security architecture that includes Enhanced Security that leverages cross-domain policy files, the JavaScript blacklist, and a quarterly patch schedule."
Finally, has anyone submitted a bug report?? Adobe does follow up on these:
Feature Request / Bug Report Form
https://www.adobe.com/cfusion/mmform/index.cfm?name=wishform
2011-11-18 10:00:27
#30
On another note, if you are printing from IE9, there is a known garbled text problem. Caused by an incompatibility in the fonts handling interface between the Windows XPS print path and the Adobe PDF printer:
http://kb2.adobe.com/cps/896/cpsid_89623.php
This issue has also been documented by Microsoft:
http://support.microsoft.com/default.aspx?scid=kb;en-US;2522987
This is the fix:
1. Open the Printers and Faxes (Windows XP), Printers (Windows Vista) or Devices and Printers (Windows 7) folder.
2. Right-click the Adobe PDF printer and choose 'Printing Preferences'.
3. On the Adobe PDF Settings tab, uncheck to option 'Rely on system fonts only; do not use document fonts.'
http://kb2.adobe.com/cps/896/cpsid_89623.php
This issue has also been documented by Microsoft:
http://support.microsoft.com/default.aspx?scid=kb;en-US;2522987
This is the fix:
1. Open the Printers and Faxes (Windows XP), Printers (Windows Vista) or Devices and Printers (Windows 7) folder.
2. Right-click the Adobe PDF printer and choose 'Printing Preferences'.
3. On the Adobe PDF Settings tab, uncheck to option 'Rely on system fonts only; do not use document fonts.'
2011-11-22 01:04:21
#31
Kelly, disabling protected mode is something I'd like to try.
However, as above this option is not under the general tab or any other in preferneces I can see.
Can you help further?
However, as above this option is not under the general tab or any other in preferneces I can see.
Can you help further?
2011-11-29 19:47:25
#32
Hi all...here is my issue.
I am getting the following crash when trying to place checkboxes in my form:
Problem signature:
Problem Event Name: APPCRASH
Application Name: Acrobat.exe
Application Version: 10.1.1.33
Application Timestamp: 4e64e9d5
Fault Module Name: MakeAccessible.api
Fault Module Version: 10.1.1.33
Fault Module Timestamp: 4e64f86d
Exception Code: c0000005
Exception Offset: 00054bc8
OS Version: 6.1.7601.2.1.0.768.3
Locale ID: 1033
Additional Information 1: 0a9e
Additional Information 2: 0a9e372d3b4ad19135b953a78882e789
Additional Information 3: 0a9e
Additional Information 4: 0a9e372d3b4ad19135b953a78882e789
*********************************************************************
THEN THIS ONE WHEN I CHANGED THE PRIMARY FONT TO ARIAL:
Problem signature:
Problem Event Name: APPCRASH
Application Name: Acrobat.exe
Application Version: 10.1.1.33
Application Timestamp: 4e64e9d5
Fault Module Name: Acrobat.dll
Fault Module Version: 10.1.1.33
Fault Module Timestamp: 4e64fa0a
Exception Code: c0000005
Exception Offset: 00020be1
OS Version: 6.1.7601.2.1.0.768.3
Locale ID: 1033
Additional Information 1: 0a9e
Additional Information 2: 0a9e372d3b4ad19135b953a78882e789
Additional Information 3: 0a9e
Additional Information 4: 0a9e372d3b4ad19135b953a78882e789
*********************************************************************
Note that this program was working fine up until about November 27, 2011 :(
This is happening on 2 totally seperate and different machines...This is definitely an Adobe Acrobat X (10.1.1) issue...I need help bad.
I am getting the following crash when trying to place checkboxes in my form:
Problem signature:
Problem Event Name: APPCRASH
Application Name: Acrobat.exe
Application Version: 10.1.1.33
Application Timestamp: 4e64e9d5
Fault Module Name: MakeAccessible.api
Fault Module Version: 10.1.1.33
Fault Module Timestamp: 4e64f86d
Exception Code: c0000005
Exception Offset: 00054bc8
OS Version: 6.1.7601.2.1.0.768.3
Locale ID: 1033
Additional Information 1: 0a9e
Additional Information 2: 0a9e372d3b4ad19135b953a78882e789
Additional Information 3: 0a9e
Additional Information 4: 0a9e372d3b4ad19135b953a78882e789
*********************************************************************
THEN THIS ONE WHEN I CHANGED THE PRIMARY FONT TO ARIAL:
Problem signature:
Problem Event Name: APPCRASH
Application Name: Acrobat.exe
Application Version: 10.1.1.33
Application Timestamp: 4e64e9d5
Fault Module Name: Acrobat.dll
Fault Module Version: 10.1.1.33
Fault Module Timestamp: 4e64fa0a
Exception Code: c0000005
Exception Offset: 00020be1
OS Version: 6.1.7601.2.1.0.768.3
Locale ID: 1033
Additional Information 1: 0a9e
Additional Information 2: 0a9e372d3b4ad19135b953a78882e789
Additional Information 3: 0a9e
Additional Information 4: 0a9e372d3b4ad19135b953a78882e789
*********************************************************************
Note that this program was working fine up until about November 27, 2011 :(
This is happening on 2 totally seperate and different machines...This is definitely an Adobe Acrobat X (10.1.1) issue...I need help bad.
2011-12-05 10:31:00
#33
@fishyp00,
Sorry, the protected mode is an Adobe Reader setting, I need to be more careful to note when people are using Acrobat Professional. It is off by default in Acrobat Pro. You can see this setting here:
1. Choose Edit > Preferences.
2. Select Security (Enhanced).
Options:
Off - Disables Protected View, (if you have enabled it). Protected View should be off by default.
Files From Potentially Unsafe Locations - Enables Protected View and displays the warning for all files originating from an untrusted location. Files and locations that you add to the Privileged Locations area of the Enhanced Security panel are exempt from Protected View.
All files - Enables Protected View in all PDFs that you open in either stand-alone Acrobat or in a browser.
PLEASE, everyone, submit a bug report
https://www.adobe.com/cfusion/mmform/index.cfm?name=wishform
Sorry, the protected mode is an Adobe Reader setting, I need to be more careful to note when people are using Acrobat Professional. It is off by default in Acrobat Pro. You can see this setting here:
1. Choose Edit > Preferences.
2. Select Security (Enhanced).
Options:
Off - Disables Protected View, (if you have enabled it). Protected View should be off by default.
Files From Potentially Unsafe Locations - Enables Protected View and displays the warning for all files originating from an untrusted location. Files and locations that you add to the Privileged Locations area of the Enhanced Security panel are exempt from Protected View.
All files - Enables Protected View in all PDFs that you open in either stand-alone Acrobat or in a browser.
PLEASE, everyone, submit a bug report
https://www.adobe.com/cfusion/mmform/index.cfm?name=wishform
2011-12-21 03:27:54
#34
Hi, we are also getting this issue even when all the above has been tried see our error and config below:
System Config:
Windows 7 64bit
We have an issue when running Adobe Standard 10.1.1, if we close the software down before 13seconds there is no error however if we leave it open longer than 13 seconds then close it down we get the following error reported with in the event log:
Faulting application name: Acrobat.exe, version: 10.1.1.33, time stamp: 0x4e64e9d5
Faulting module name: Acrobat.dll, version: 10.1.1.33, time stamp: 0x4e64fa0a
Exception code: 0xc0000005
Fault offset: 0x00020e18
Faulting process id: 0x9d0
Faulting application start time: 0x01ccbf23aa1e38f8
Faulting application path: C:\Program Files (x86)\Adobe\Acrobat 10.0\Acrobat\Acrobat.exe
Faulting module path: C:\Program Files (x86)\Adobe\Acrobat 10.0\Acrobat\Acrobat.dll
Report Id: f59e8358-2b16-11e1-91fb-78e3b593c61d
We have this issue on several machines within our envrioment.
Any thoughts on this?
System Config:
Windows 7 64bit
We have an issue when running Adobe Standard 10.1.1, if we close the software down before 13seconds there is no error however if we leave it open longer than 13 seconds then close it down we get the following error reported with in the event log:
Faulting application name: Acrobat.exe, version: 10.1.1.33, time stamp: 0x4e64e9d5
Faulting module name: Acrobat.dll, version: 10.1.1.33, time stamp: 0x4e64fa0a
Exception code: 0xc0000005
Fault offset: 0x00020e18
Faulting process id: 0x9d0
Faulting application start time: 0x01ccbf23aa1e38f8
Faulting application path: C:\Program Files (x86)\Adobe\Acrobat 10.0\Acrobat\Acrobat.exe
Faulting module path: C:\Program Files (x86)\Adobe\Acrobat 10.0\Acrobat\Acrobat.dll
Report Id: f59e8358-2b16-11e1-91fb-78e3b593c61d
We have this issue on several machines within our envrioment.
Any thoughts on this?
Kelly McCathran
Adobe Community Expert
Certified Technical Trainer+