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Adobe DC 20.9.20067 Crashes when Zooming

Adobe DC 20.9.20067 crashes when zooming, using CTRL+Click wheel (on mouse).
Windows 10 Enterprise machine 10.0.18362 Build 18362

We have:
- Verified there are no updates (Adobe)
- Reinstalled the program
- Ran all existing Manufacturer updates (Lenovo)
- Ran all available Windows updates
- Altered NVIDIA (Quadro K4200) settings per article: https://community.adobe.com/t5/acrobat/scrolling-problem-acrobat-pro-dc/td-p/7700173/page/2?page=1

Nothing has stopped this from happening. Please advise what can be done to correct this issue.

*This is an intermittent issue that cannot be easily reproduced. Sometimes Adobe is the only program opened when a crash occurs

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Allison shared this idea  ·   ·  Report…  ·  Admin →
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  • Allison commented  ·   ·  Report

    The recently released update for version 20.009.20067 seems to have corrected this issue. Thank you for the assistance Vineet

  • Vineet Chauhan (Senior Lead Software Engineer, Adobe) commented  ·   ·  Report

    Thanks Allison for the information,

    We would require crash dumps from your system to analyze the case , please perform the following steps :

    Press 'Start' key and search for 'cmd'.
    Launch the Command Prompt in admin i.e. 'Run as Administrator' mode.
    Run these four commands in a one-by-one manner:

    REG ADD "HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\Windows Error Reporting\LocalDumps"
    REG ADD "HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\Windows Error Reporting\LocalDumps" /v DumpFolder /t REG_EXPAND_SZ /d "%LOCALAPPDATA%\CrashDumps"
    REG ADD "HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\Windows Error Reporting\LocalDumps" /v DumpCount /t REG_DWORD /d 0x00000040
    REG ADD "HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\Windows Error Reporting\LocalDumps" /v DumpType /t REG_DWORD /d 0x00000002

    Retry the scenario where Acrobat crashes.
    Press Win+R and type "%LOCALAPPDATA%\CrashDumps" and press Enter
    You will see .dmp file genearted file recently.
    Please share that dump with us. Note it will be a large file.
    You may upload the logs to Adobe Send and share the link with us via email (vinchauh@adobe.com): How to share a file using Adobe Document Cloud (https://forums.adobe.com/docs/DOC-7161)

    Thanks,
    Vineet

  • Allison commented  ·   ·  Report

    Hi Vineet,

    It is a completely random occurrence. The user zooms in and out of documents using crtl+mouse wheel. Sometimes it works with no issue, other times Adobe freezes then crashes, producing a dialog box that states 'Adobe Acrobat DC has stopped working. A problem caused the program to stop working correctly. Windows will close the program and notify you if a solution is available.'

    There is no specific document that this happens to, he uses Adobe DC to read and edit different documents throughout the day.

    The rest of his Creative Cloud apps are working fine, it's just DC that this happens to.

  • Vineet Chauhan (Senior Lead Software Engineer, Adobe) commented  ·   ·  Report

    We are extremely sorry for the inconvenience caused.

    To troubleshoot and fix the issue, can we please request you for some additional information

    • What sequence of steps caused Acrobat to crash
    • Is it possible for you to share the document that caused Acrobat to crash

    Thanks in advance.

    Regards,
    Vineet

  • Allison commented  ·   ·  Report

    We also altered the preferences per another Adobe thread, cannot find the link, but the steps are as follows:
    Edit>Preferences>Security (Enhanced)>disable "Enhanced Security" and "Protected View">OK>Reboot Acrobat