The company that I work for has been having an issue with three machines (1 Dell OptiPlex 780 and 2 Dell OptiPlex 760's) where Adobe Acrobat XI Standard will crash and then report that adobe.exe has failed. This force closes the program causing you to rescan everything that you had initially put through the scanner (This happens intermittently). When running Debug Diagnostic tool I received a few different errors. We are running this across multiple platforms, the 780 is running Windows 7, and the two 760’s are currently running Windows XP and have the same issue on all three machines. Unfortunately I can only assume they are the same errors because they show the same symptoms.
In Acrobat__PID__1380__Date__04_08_2013__Time_09_47_44AM__995__Second_Ch ance_Exception_C0000374.dmp the assembly instruction at ntdll!RtlReportCriticalFailure+57 in C:\Windows\System32\ntdll.dll from Microsoft Corporation has caused an unknown exception (0xc0000374) on thread 0
Thread 0 - System ID 5576
Entry point | 0x00000000 |
Create time | 4/8/2013 9:47:19 AM |
Time spent in user mode | 0 Days 00:00:06.505 |
Time spent in kernel mode | 0 Days 00:00:00.982 |
This thread is not fully resolved and may or may not be a problem. Further analysis of these threads may be required.
Function | Source |
ntdll!RtlReportCriticalFailure+57 |
|
ntdll!RtlpReportHeapFailure+21 |
|
ntdll!RtlpLogHeapFailure+a1 |
|
ntdll!RtlFreeHeap+64 |
|
kernel32!HeapFree+14 |
|
msvcr100!free+1c |
|
Acrobat_54560000!CTJPEGDecoderRelease+134a7 |
|
Acrobat_54560000!AX_ASRamFileSysSetLimitKB+1a4021 |
|
Acrobat_54560000!AX_ASRamFileSysSetLimitKB+1a4e9a |
|
Acrobat_54560000!AX_ASRamFileSysSetLimitKB+1a5bf7 |
|
Scan!PlugInMain+19806 |
|
Scan!DllUnregisterServer+1c186 |
|
Scan!DllUnregisterServer+1c554 |
|
Scan!DllUnregisterServer+f568 |
|
Scan!DllUnregisterServer+16af |
|
Scan!DllUnregisterServer+1d65 |
|
Scan!DllUnregisterServer+6c05 |
|
Scan!DllUnregisterServer+1ebf6 |
|
Scan!DllUnregisterServer+1b845 |
|
Scan!DllUnregisterServer+1bcb6 |
|
Scan!PlugInMain+20b87 |
|
Scan!PlugInMain+21cb8 |
|
Scan!PlugInMain+229df |
|
Scan!PlugInMain+22b0c |
|
Scan!PlugInMain+22c06 |
|
Acrobat_54560000!CTJPEGRotateOptions::operator=+31b2a9 |
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Acrobat_54560000!CTJPEGRotateOptions::operator=+a616e |
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Acrobat_54560000!CTJPEGRotateOptions::operator=+a67b4 |
|
Acrobat_54560000!CTJPEGRotateOptions::operator=+a7185 |
|
Acrobat_54560000!CTJPEGRotateOptions::operator=+34287f |
|
Acrobat_54560000!CTJPEGRotateOptions::operator=+a7185 |
|
Acrobat_54560000!DllUnregisterServer+2c0f4 |
|
Acrobat_54560000!DllUnregisterServer+2c16b |
|
Acrobat_54560000!CTJPEGRotateOptions::operator=+a62c1 |
|
Acrobat_54560000!CTJPEGRotateOptions::operator=+a633b |
|
Acrobat_54560000!CTJPEGRotateOptions::operator=+33f54b |
|
Acrobat_54560000!CTJPEGRotateOptions::operator=+c9724 |
|
Acrobat_54560000!CTJPEGRotateOptions::operator=+ca0ed |
|
Acrobat_54560000!CTJPEGRotateOptions::operator=+d4b5f |
|
Acrobat_54560000!DllCanUnloadNow+6262 |
|
Acrobat_54560000!DllCanUnloadNow+5e7e |
|
user32!InternalCallWinProc+23 |
|
user32!UserCallWinProcCheckWow+14b |
|
user32!DispatchMessageWorker+35e |
|
user32!DispatchMessageW+f |
|
Acrobat_54560000!DllCanUnloadNow+20270 |
|
Acrobat_54560000!DllCanUnloadNow+200e5 |
|
Acrobat_54560000!AcroWinMain+425 |
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Acrobat_54560000!AcroWinMain+16 |
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Acrobat+1957 |
|
Acrobat+41d4 |
|
Acrobat!std::_Init_locks::operator=+28d |
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kernel32!BaseThreadInitThunk+e |
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ntdll!__RtlUserThreadStart+70 |
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ntdll!_RtlUserThreadStart+1b |
In Acrobat__PID__4384__Date__05_13_2013__Time_03_13_19PM__529__Second_Ch ance_Exception_C0000005.dmp the assembly instruction at Acrobat_5f6a0000!CTJPEGDecoderRelease+13469 in C:\Program Files\Adobe\Acrobat 11.0\Acrobat\Acrobat.dll from Adobe Systems Incorporated has caused an access violation exception (0xC0000005) when trying to write to memory location 0x6d614e6e on thread 0
Thread 0 - System ID 4136
Entry point | 0x00000000 |
Create time | 5/13/2013 3:13:01 PM |
Time spent in user mode | 0 Days 00:00:06.458 |
Time spent in kernel mode | 0 Days 00:00:00.577 |
This thread is not fully resolved and may or may not be a problem. Further analysis of these threads may be required.
Function | Source |
Acrobat_5f6a0000!CTJPEGDecoderRelease+13469 |
|
Acrobat_5f6a0000!AX_ASRamFileSysSetLimitKB+1a4021 |
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Acrobat_5f6a0000!AX_ASRamFileSysSetLimitKB+1a4e9a |
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Acrobat_5f6a0000!AX_ASRamFileSysSetLimitKB+1a5bf7 |
|
Scan!PlugInMain+19806 |
|
Scan!DllUnregisterServer+1c186 |
|
Scan!DllUnregisterServer+1c554 |
|
Scan!DllUnregisterServer+f568 |
|
Scan!DllUnregisterServer+16af |
|
Scan!DllUnregisterServer+1d65 |
|
Scan!DllUnregisterServer+6c05 |
|
Scan!DllUnregisterServer+1ebf6 |
|
Scan!DllUnregisterServer+1b845 |
|
Scan!DllUnregisterServer+1bcb6 |
|
Scan!PlugInMain+20b87 |
|
Scan!PlugInMain+21cb8 |
|
Scan!PlugInMain+229df |
|
Scan!PlugInMain+22b0c |
|
Scan!PlugInMain+22c06 |
|
Acrobat_5f6a0000!CTJPEGRotateOptions::operator=+238a7b |
|
Acrobat_5f6a0000!CTJPEGRotateOptions::operator=+31b2a9 |
|
Acrobat_5f6a0000!CTJPEGRotateOptions::operator=+a616e |
|
Acrobat_5f6a0000!CTJPEGRotateOptions::operator=+a67b4 |
|
Acrobat_5f6a0000!CTJPEGRotateOptions::operator=+a7185 |
|
Acrobat_5f6a0000!CTJPEGRotateOptions::operator=+34287f |
|
Acrobat_5f6a0000!CTJPEGRotateOptions::operator=+a7185 |
|
Acrobat_5f6a0000!DllUnregisterServer+2c0f4 |
|
Acrobat_5f6a0000!DllUnregisterServer+2c16b |
|
Acrobat_5f6a0000!CTJPEGRotateOptions::operator=+a62c1 |
|
Acrobat_5f6a0000!CTJPEGRotateOptions::operator=+a633b |
|
Acrobat_5f6a0000!CTJPEGRotateOptions::operator=+33f54b |
|
Acrobat_5f6a0000!CTJPEGRotateOptions::operator=+c9724 |
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Acrobat_5f6a0000!CTJPEGRotateOptions::operator=+ca0ed |
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Acrobat_5f6a0000!CTJPEGRotateOptions::operator=+d4b5f |
|
Acrobat_5f6a0000!DllCanUnloadNow+6262 |
|
Acrobat_5f6a0000!DllCanUnloadNow+5e7e |
|
user32!InternalCallWinProc+23 |
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user32!UserCallWinProcCheckWow+14b |
|
user32!DispatchMessageWorker+35e |
|
user32!DispatchMessageW+f |
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Acrobat_5f6a0000!DllCanUnloadNow+20270 |
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Acrobat_5f6a0000!DllCanUnloadNow+200e5 |
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Acrobat_5f6a0000!AcroWinMain+425 |
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Acrobat_5f6a0000!AcroWinMain+16 |
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Acrobat+1957 |
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Acrobat+41d4 |
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Acrobat!std::_Init_locks::operator=+28d |
|
kernel32!BaseThreadInitThunk+e |
|
ntdll!__RtlUserThreadStart+70 |
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ntdll!_RtlUserThreadStart+1b |
In Acrobat__PID__4928__Date__04_12_2013__Time_02_22_41PM__80__Second_Cha nce_Exception_C0000005.dmp the assembly instruction at BIB!BIBInitialize4+3316 in C:\Program Files\Adobe\Acrobat 11.0\Acrobat\BIB.dll from Adobe Systems Incorporated has caused an access violation exception (0xC0000005) when trying to read from memory location 0x0000001d on thread 0
Thread 0 - System ID 3136
Entry point | 0x00000000 |
Create time | 4/12/2013 2:22:08 PM |
Time spent in user mode | 0 Days 00:00:17.986 |
Time spent in kernel mode | 0 Days 00:00:01.388 |
This thread is not fully resolved and may or may not be a problem. Further analysis of these threads may be required.
Function | Source |
BIB!BIBInitialize4+3316 |
|
BIB!BIBInitialize4+3fc0 |
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Acrobat_52370000!AcroWinBrowserMain+1362d |
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Acrobat_52370000!DllCanUnloadNow+ef30b |
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Acrobat_52370000!DllCanUnloadNow+ef05e |
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Acrobat_52370000!DllCanUnloadNow+eef48 |
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Acrobat_52370000!DllCanUnloadNow+ce879 |
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Acrobat_52370000!DllCanUnloadNow+cd10b |
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Acrobat_52370000!DllCanUnloadNow+cb3f0 |
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Acrobat_52370000!DllCanUnloadNow+cb1dc |
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Acrobat_52370000!DllCanUnloadNow+c9aea |
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Acrobat_52370000!DllCanUnloadNow+c97aa |
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Acrobat_52370000!DllCanUnloadNow+c96ba |
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Acrobat_52370000!DllCanUnloadNow+c9534 |
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Acrobat_52370000!DllCanUnloadNow+5f38 |
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Acrobat_52370000!DllCanUnloadNow+5e7e |
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user32!InternalCallWinProc+23 |
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user32!UserCallWinProcCheckWow+14b |
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user32!DispatchClientMessage+da |
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user32!__fnDWORD+24 |
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ntdll!KiUserCallbackDispatcher+2e |
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user32!NtUserDispatchMessage+c |
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user32!DispatchMessageWorker+3d5 |
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user32!DispatchMessageA+f |
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Scan!DllUnregisterServer+17e6e |
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PaperCapture+183d1 |
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PaperCapture+f2d7 |
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PaperCapture+fb68 |
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Scan!PlugInMain+18147 |
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Scan!DllUnregisterServer+1b608 |
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Scan!DllUnregisterServer+1bcb6 |
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Scan!PlugInMain+20b87 |
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Scan!PlugInMain+21cb8 |
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Scan!PlugInMain+229df |
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Scan!PlugInMain+22b0c |
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Scan!PlugInMain+22c06 |
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Acrobat_52370000!CTJPEGRotateOptions::operator=+238a7b |
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Acrobat_52370000!CTJPEGRotateOptions::operator=+31b2a9 |
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Acrobat_52370000!CTJPEGRotateOptions::operator=+a616e |
|
Acrobat_52370000!CTJPEGRotateOptions::operator=+a67b4 |
|
Acrobat_52370000!CTJPEGRotateOptions::operator=+a7185 |
|
Acrobat_52370000!CTJPEGRotateOptions::operator=+34287f |
|
Acrobat_52370000!CTJPEGRotateOptions::operator=+a7185 |
|
Acrobat_52370000!DllUnregisterServer+2c0f4 |
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Acrobat_52370000!DllUnregisterServer+2c16b |
|
Acrobat_52370000!CTJPEGRotateOptions::operator=+a62c1 |
|
Acrobat_52370000!CTJPEGRotateOptions::operator=+a633b |
|
Acrobat_52370000!CTJPEGRotateOptions::operator=+33f54b |
|
Acrobat_52370000!CTJPEGRotateOptions::operator=+c9724 |
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Acrobat_52370000!CTJPEGRotateOptions::operator=+ca0ed |
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Acrobat_52370000!CTJPEGRotateOptions::operator=+d4b5f |
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Acrobat_52370000!DllCanUnloadNow+6262 |
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Acrobat_52370000!DllCanUnloadNow+5e7e |
|
user32!InternalCallWinProc+23 |
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user32!UserCallWinProcCheckWow+14b |
|
user32!DispatchMessageWorker+35e |
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user32!DispatchMessageW+f |
|
Acrobat_52370000!DllCanUnloadNow+20270 |
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Acrobat_52370000!DllCanUnloadNow+200e5 |
|
Acrobat_52370000!AcroWinMain+425 |
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Acrobat_52370000!AcroWinMain+16 |
|
Acrobat+1957 |
|
Acrobat+41d4 |
|
Acrobat!std::_Init_locks::operator=+28d |
|
kernel32!BaseThreadInitThunk+e |
|
ntdll!__RtlUserThreadStart+70 |
|
ntdll!_RtlUserThreadStart+1b |
In Acrobat__PID__5856__Date__04_12_2013__Time_03_57_00PM__279__Second_Ch ance_Exception_C0000005.dmp the assembly instruction at ntdll!$$VProc_ImageExportDirectory+9f46 in C:\Windows\System32\ntdll.dll from Microsoft Corporation has caused an access violation exception (0xC0000005) when trying to read from memory location 0x005f25bd on thread 0
Thread 0 - System ID 5628
Entry point | 0x00000000 |
Create time | 4/12/2013 3:51:30 PM |
Time spent in user mode | 0 Days 00:01:32.617 |
Time spent in kernel mode | 0 Days 00:00:07.441 |
This thread is not fully resolved and may or may not be a problem. Further analysis of these threads may be required.
Function | Source |
ntdll!$$VProc_ImageExportDirectory+9f46 |
|
kernel32!GetLongPathNameW+61 |
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Acrobat_52370000!DllCanUnloadNow+e7f86 |
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Acrobat_52370000!DllCanUnloadNow+2cdcb |
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Acrobat_52370000!DllCanUnloadNow+2cd5e |
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Acrobat_52370000!DllCanUnloadNow+2cd12 |
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Acrobat_52370000!DllCanUnloadNow+2cc90 |
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Acrobat_52370000!DllCanUnloadNow+2caba |
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Acrobat_52370000!AX_ASRamFileSysSetLimitKB+16d071 |
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PaperCapture+c3ce |
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PaperCapture+fbac |
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Scan!PlugInMain+1821c |
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Scan!DllUnregisterServer+1b93e |
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Scan!DllUnregisterServer+1bcb6 |
|
Scan!PlugInMain+20b87 |
|
Scan!PlugInMain+21cb8 |
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Scan!PlugInMain+229df |
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Scan!PlugInMain+22f8f |
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Scan!PlugInMain+22fde |
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Acrobat_52370000!CTJPEGRotateOptions::operator=+31b2a9 |
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Acrobat_52370000!CTJPEGRotateOptions::operator=+a616e |
|
Acrobat_52370000!CTJPEGRotateOptions::operator=+a67b4 |
|
Acrobat_52370000!CTJPEGRotateOptions::operator=+a7185 |
|
Acrobat_52370000!CTJPEGRotateOptions::operator=+34287f |
|
Acrobat_52370000!CTJPEGRotateOptions::operator=+a7185 |
|
Acrobat_52370000!DllUnregisterServer+2c0f4 |
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Acrobat_52370000!DllUnregisterServer+2c16b |
|
Acrobat_52370000!CTJPEGRotateOptions::operator=+a62c1 |
|
Acrobat_52370000!CTJPEGRotateOptions::operator=+a633b |
|
Acrobat_52370000!CTJPEGRotateOptions::operator=+33f54b |
|
Acrobat_52370000!CTJPEGRotateOptions::operator=+c9724 |
|
Acrobat_52370000!CTJPEGRotateOptions::operator=+ca0ed |
|
Acrobat_52370000!CTJPEGRotateOptions::operator=+d4b5f |
|
Acrobat_52370000!DllCanUnloadNow+6262 |
|
Acrobat_52370000!DllCanUnloadNow+5e7e |
|
user32!InternalCallWinProc+23 |
|
user32!UserCallWinProcCheckWow+14b |
|
user32!DispatchMessageWorker+35e |
|
user32!DispatchMessageW+f |
|
Acrobat_52370000!DllCanUnloadNow+20270 |
|
Acrobat_52370000!DllCanUnloadNow+200e5 |
|
Acrobat_52370000!AcroWinMain+425 |
|
Acrobat_52370000!AcroWinMain+16 |
|
Acrobat+1957 |
|
Acrobat+41d4 |
|
Acrobat!std::_Init_locks::operator=+28d |
|
kernel32!BaseThreadInitThunk+e |
|
ntdll!__RtlUserThreadStart+70 |
|
ntdll!_RtlUserThreadStart+1b |
What I Have Tried:
-Giving permissions to certain files (I believe this was Bib.dll and ntdll.dll but I am unsure it has been a while).
-Made exceptions in our anti-virus for AdobeArm.exe and AGM.dll.
-I have tried multiple uninstall and reinstall as well as repair operations.
-Booted the program as Administrator (even though my account is an Admin) as well as removed all of the add-ons and tried booting Acrobat up.
-Run memory diagnostics on the 780 and one of the 760’s and all machines passed.
-Started Acrobat with Anti-virus disabled.
I believe I have covered everything that was attempted but there could be more. I found most of these remedies on forums such as this one. From what I understand this error is generated when a part of the memory is being used by another program and when it was supposed to release a section of the memory it did not do so. Although I may be misunderstanding what I read.
Hope this information that I gave you is enough and thanks ahead of time for any help that you can provide.