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Internet Explorer crashes on AcroPDFImpl.dll randomly

Within our company we use Adobe Acrobat Pro DC (currently 15.020.20042). About 140 employees are having issues with random crashing Internet Explorer when using a web application with PDF's Crashes are appearing to be random about 3-5 times per day.

The exact message is:

Name of the application with errors: iexplore.exe, version: 11.0.9600.18666, timestamp: 0x58f30f27
Name of the module with errors: AcroPDFImpl.dll, version: 15.20.20042.8920, timestamp: 0x5811d3ec
errorcode: 0xc0000005
faultoffset: 0x00005c89
Id of proces with error: 0x1274
Starttime of the application with error: 0x01d2e023792e665b
Path to application with error: C:\Program Files\Internet Explorer\iexplore.exe
Path to module with error: C:\Program Files\Common Files\Adobe\Acrobat\ActiveX\AcroPDFImpl.dll
Rapport-id: 86517124-4c49-11e7-ba88-b8aeed76eecd

What we have done so far:
- Updated Acrobat Pro to the newest patch level (17.012.20095) This lowers the times the crashes occur to about 2-3 times per day.
- Removed and reinstalled the client software. This has no effect.
- Removed the user profile from the computer and let the user log on with a clean profile. This did not resolve the issue.
- Tested Acrobat on a system with no policies, disabled Internet Explorer Protected mode and disabled protected mode in Acrobat. None of these fixes helped.
- Testing with Acrobat Pro XI does NOT resolve in a crashing Internet Explorer and the software works without flaws. This will not be an option because of the ending support for XI products from Adobe.
- Testing with Mozilla Firefox with Acrobat Pro DC (15.020.20042 and newer) results in a situation that will NOT crash Internet Explorer. Adding another browser to the system is configured a security risk and could be chosen as a work around when no solution will be provided on short notice.

The possible suspect I have is the XFA functionality within Acrobat (or the web plugin). This explains the fixes of XFA functionality in the 17.012.20095 update and the lower crash rate. Also testing the functionality with another browser that uses another Acrobat plugin (I assume this is another plugin or method that is calling the plugin) For viewing PDF in Firefox the native PDF viewer is used.

Kind regards,
Pieter

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  • AMITH HANUMEGOWDA commented  ·   ·  Report

    We are too noticing the same issue randomly, it looks like the issue is still persisting.

    12/26/2019 02:14:30 PM LogName=Application SourceName=Application Error EventCode=1000 EventType=2 Type=Error ComputerName=XXXXX
    TaskCategory=Application Crashing Events
    Message=Faulting application name: IEXPLORE.EXE, version: 11.0.14393.2007, time stamp: 0x5a49bd19
    Faulting module name: AcroPDFImpl.dll_unloaded, version: 19.21.20058.31925, time stamp: 0x5de57dbe Exception code: 0xc00001a5 Fault offset: 0x00047bd4 Faulting process id: 0x5b0c Faulting application start time: 0x01d5bc209c118784
    Faulting application path: C:\Program Files (x86)\Internet Explorer\IEXPLORE.EXE
    Faulting module path: AcroPDFImpl.dll
    Report Id: ababaf32-98da-4b73-ade7-1a7ff05975ff
    Faulting package full name:
    Faulting package-relative application ID:

  • Rick commented  ·   ·  Report

    Hi Satarupa and Soumik,

    My enterprise is also experiencing the same issue with both Reader(2018) and Acrobat (2018.011.20058). It looks like this issues has yet to be resolved and looking online there are a lot of users and enterprises experiencing the same issue when making a call to the AcroPDFImpl.DLL

  • Satarupa commented  ·   ·  Report

    Hello,

    I am from Intuit. We are using AcroPDFImpl.DLL to load PDF on Internet explorer. Our customer running in WIndows Server 2016 machine is facing issue where in our product , if users tries to open PDF which opens in internal explorer . gets Adobe (523:523) issue. If we turn off protected mode, it works for some days. But then issue comes back again.

    Also as per security, we should not turn OFF the protected mode.
    When we debugged the issue, I can see AcroPDFImpl.DLL is creating the problem.

    We need this to be resolved.
    Please let me know if we need to open any internal ticket on this. Also I am trying to find out any Adobe contact through our internal leaders.

  • AdminSoumik (Admin, Adobe) commented  ·   ·  Report

    Hi Pieter,

    Thanks for bringing up the issue into our notice. Can you update to our latest November release and check whether it fixes it. If you are still getting the crashes then please drop me a mail at soudas@adobe.com so that we can share further details with you.

    Regards
    Soumik

  • Anonymous commented  ·   ·  Report

    Just found this post - been having exactly the same since around May\June - driving me crazy. Multiple PC's. Already tried everything you've mentioned above!! Tried fresh basic installs on PC. Win10 v1607, 1703 & 1709 made no difference. Just noticed DC Reader v18 was released yesterday - fingers crossed, but not holding my breath!

  • Avinash Bhalge commented  ·   ·  Report

    Facing the same issue from September, please tell the possible solution.

  • Rich commented  ·   ·  Report

    Having the same issue for months now. Can't find a resolution.