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Acrobat for Windows and Mac: Editing PDFs

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Acrobat DC crashes when clicking Edit PDF

The crash is persistent across all user accounts on this windows 10 computer. I tried checking for updates (none available), repair uninstallation, re-installation, and a clean uninstall using the Adobe cleanup tool. I originally suspected Malwarebytes Anti-Exploit which has been on the computer for over a year, so I uninstalled it but the behavior persists. The faulting module is IDRSKRN15.DLL.

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Jason shared this idea  ·   ·  Report…  ·  Admin →
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  • Rick Marvel commented  ·   ·  Report

    So like most of all Adobe support requests....no solution provided. What's the point in having this stuff public if it's just a dead end. Waste of time but that's the was Adobe is for anyone in IT having to support this junk software.

  • Jason commented  ·   ·  Report

    Do you need more information from me?

  • Jason commented  ·   ·  Report

    1- The crash occurred while in the process of OCR.
    2- Generating dumps; please standby.

  • AdminGaurav Maheshwari (Software Engineer, Adobe) commented  ·   ·  Report

    Hi,

    Can you please provide the information as below :
    1 - Did crashed happen as soon as you selected Edit option? or while in the process of OCR it crashed?
    2 - 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 (Forum Private message *): How to share a file using Adobe Document Cloud

    Thanks,
    Adobe Acrobat Desktop team

  • Jason commented  ·   ·  Report

    Crash report text will follow in the next comment

  • Jason commented  ·   ·  Report

    Account Detail:
    User Rights: Admin
    User Account Control: Limited
    Process Integrity: Medium
    Profile Type: None
    Acrobat Detail:
    Sandboxing: Off
    Protected View: Off
    Captive Reader: No
    Multi-Reader on Desktop Support: Off
    Applications Installed:
    Office Version: Office 2016 32-bit
    Outlook Version: Outlook 2016 32-bit
    Available Physical Memory: 4194303 KB
    Available Virtual Memory: 3781328 KB
    BIOS Version: DELL - 1072009
    Default Browser:
    Default Mail: Microsoft Outlook
    mapi32.dll
    Version: 1.0.2536.0 (WinBuild.160101.0800)

    Display Detail:
    Screen Width: 1366
    Screen Height: 768
    Number of Monitors: 1
    Number of Mouse Buttons: 5
    Has Mouse Wheel: Yes
    Has Pen Windows: No
    Double Byte Character Set: No
    Has Input Method Editor: Yes
    Inside Screen Reader: No
    Graphics Card: Intel(R) HD Graphics 620
    Version: 26.20.100.6888
    Check: Not Supported
    Installed Acrobat: C:\Program Files (x86)\Adobe\Acrobat DC\Acrobat\Acrobat.exe
    Version: 20.9.20067.384717
    Creation Date: 2020/05/29
    Creation Time: 6:33:32 PM
    Locale: English (United States)
    Monitor:
    Name: Intel(R) HD Graphics 620
    Resolution: 1366 x 768 x 60
    Bits per pixel: 32
    OS Manufacturer: Microsoft Corporation
    OS Name: Microsoft Windows 10
    OS Version: 10.0.18363
    Page File Space: 4194303 KB
    Processor: Intel64 Family 6 Model 142 Stepping 9 GenuineIntel ~2712 Mhz
    Session Detail:
    Boot Type: Normal
    Is Shutting Down: No
    Network: Available
    Inside Citrix: No
    Inside VMWare: No
    Remote Session: No
    Remote Control: No
    Using JAWS: No
    Using ZoomText: No
    Using Windows-Eyes: No
    Using NVDA: No
    System Name: HPE-160
    Temporary Directory: C:\Users\LORENB~1\AppData\Local\Temp\
    Time Zone: Central Standard Time
    Total Physical Memory: 4194303 KB
    Total Virtual Memory: 4194176 KB
    User Name: Loren Bradley
    Windows Detail:
    Tablet PC: No
    Starter Edition: No
    Media Center Edition: No
    Slow Machine: No
    Windows Directory: C:\WINDOWS

  • Jason commented  ·   ·  Report

    C:\Program Files (x86)\Adobe\Acrobat DC\Acrobat\plug_ins\Accessibility.api
    Version: 20.9.20063.381938
    Creation Date: 2020/05/29
    Creation Time: 6:33:44 PM
    C:\Program Files (x86)\Adobe\Acrobat DC\Acrobat\plug_ins\AcroForm.api
    Version: 20.9.20063.381938
    Creation Date: 2020/05/29
    Creation Time: 6:33:44 PM
    C:\Program Files (x86)\Adobe\Acrobat DC\Acrobat\plug_ins\Annots.api
    Version: 20.9.20067.384717
    Creation Date: 2020/05/29
    Creation Time: 6:33:44 PM
    C:\Program Files (x86)\Adobe\Acrobat DC\Acrobat\plug_ins\Catalog.api
    Version: 20.9.20063.381938
    Creation Date: 2020/05/29
    Creation Time: 6:33:34 PM
    C:\Program Files (x86)\Adobe\Acrobat DC\Acrobat\plug_ins\DigSig.api
    Version: 20.9.20063.381938
    Creation Date: 2020/05/29
    Creation Time: 6:33:44 PM
    C:\Program Files (x86)\Adobe\Acrobat DC\Acrobat\plug_ins\EScript.api
    Version: 20.9.20063.381938
    Creation Date: 2020/05/29
    Creation Time: 6:33:44 PM
    C:\Program Files (x86)\Adobe\Acrobat DC\Acrobat\plug_ins\HTML2PDF.api
    Version: 20.9.20063.381938
    Creation Date: 2020/05/29
    Creation Time: 6:33:44 PM
    C:\Program Files (x86)\Adobe\Acrobat DC\Acrobat\plug_ins\IA32.api
    Version: 20.9.20067.384717
    Creation Date: 2020/05/29
    Creation Time: 6:33:44 PM
    C:\Program Files (x86)\Adobe\Acrobat DC\Acrobat\plug_ins\Multimedia.api
    Version: 20.9.20063.381938
    Creation Date: 2020/05/29
    Creation Time: 6:33:44 PM
    C:\Program Files (x86)\Adobe\Acrobat DC\Acrobat\plug_ins\PPKLite.api
    Version: 20.9.20063.381938
    Creation Date: 2020/05/29
    Creation Time: 6:33:44 PM
    C:\Program Files (x86)\Adobe\Acrobat DC\Acrobat\plug_ins\ReadOutLoud.api
    Version: 20.9.20063.381938
    Creation Date: 2020/05/29
    Creation Time: 6:33:44 PM
    C:\Program Files (x86)\Adobe\Acrobat DC\Acrobat\plug_ins\Search.api
    Version: 20.9.20063.381938
    Creation Date: 2020/05/29
    Creation Time: 6:33:44 PM
    C:\Program Files (x86)\Adobe\Acrobat DC\Acrobat\plug_ins\SendMail.api
    Version: 20.9.20063.381938
    Creation Date: 2020/05/29
    Creation Time: 6:33:44 PM
    C:\Program Files (x86)\Adobe\Acrobat DC\Acrobat\plug_ins\Spelling.api
    Version: 20.9.20063.381938
    Creation Date: 2020/05/29
    Creation Time: 6:33:44 PM
    C:\Program Files (x86)\Adobe\Acrobat DC\Acrobat\plug_ins\TouchUp.api
    Version: 20.9.20063.381938
    Creation Date: 2020/05/29
    Creation Time: 6:33:36 PM
    C:\Program Files (x86)\Adobe\Acrobat DC\Acrobat\plug_ins\Updater.api
    Version: 20.9.20063.381938
    Creation Date: 2020/05/29
    Creation Time: 6:33:44 PM