Acrobat 10.1.2: “Adobe acrobat has stopped working” when using Preflight

Issue

If you are using the Preflight feature in Adobe Acrobat Pro 10.1.2 you may encounter an application crash accompanied by the following error:

“Adobe acrobat has stopped working”

Crash details:

Problem Event Name:    BEX
Application Name:    Acrobat.exe
Application Version:    10.1.2.45
Application Timestamp:    4f02e85c
Fault Module Name:    StackHash_0a9e
Fault Module Version:    0.0.0.0
Fault Module Timestamp:    00000000
Exception Offset:    00000001
Exception Code:    c0000005
Exception Data:    00000008
OS Version:    6.1.7600.2.0.0.256.4
Locale ID:    2057
Additional Information 1:    0a9e
Additional Information 2:    0a9e372d3b4ad19135b953a78882e789
Additional Information 3:    0a9e
Additional Information 4:    0a9e372d3b4ad19135b953a78882e789

Reason

This is an issue with the Acrobat Pro 10.1.2 update on Windows only and has been fixed in the 10.1.3 update.  It does not occur on Acrobat Std or Reader editions, and does not occur on Mac OS.

Solution

1. Open Acrobat.

2. Choose Help > Check for Updates.

Acrobat will install the update automatically.

You may also download and install this update manually from the website below:

Acrobat updates (for Windows)

Workaround

  1. Log in to your computer as an Administrator.
  2. Click the link to download the AdobeAcrobatPatch10.1.2_cpsid_92893.zip  file.
  3. Unzip the file to extract the executable AdobeAcrobatPatch10.1.2_cpsid_92893.exe.
  4. Close Acrobat if it is running.
  5. Do one of the following to run the AdobeAcrobatPatch10.1.2_cpsid_92893.exe file:
    1. Double-click the AdobeAcrobatPatch10.1.2_cpsid_92893.exe file.
    2. Run the AdobeAcrobatPatch10.1.2_cpsid_92893.exe file in silent mode by specifying the -silent flag on the command line. Open the command prompt ‘As Administrator’ to avoid UAC prompt dialog.
      Example: <path to AdobeAcrobatPatch10.1.2_cpsid_92893.exe> -silent
  6. Once the process is completed, you receive a prompt stating the result of the operation.
    Note: When run in silent mode, all dialog boxes are suppressed. No success message or error message appear.
  7. A log is created in the temp directory (%temp%) with the name AcroPatchApplication1012.log. (The changes sometimes only take effect after you restart your computer)

reference: (3089118)

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9 Responses to Acrobat 10.1.2: “Adobe acrobat has stopped working” when using Preflight

  1. maryann says:
    January 25, 2012 at 3:09 pm

    Yes!!! My Acrobat has been crashing for several days. I assumed it was because of an update, but I hadn’t figured out it was only when I used preflight. I applied the patch, restarted, and life is good.

  2. Brian Roberts says:
    January 25, 2012 at 6:01 pm

    Thank you, thank you, thank you.

  3. Tracy Gomes says:
    January 26, 2012 at 9:08 pm

    Thank you so much!!!!! I have been so frustrated since the update.

  4. Marcus Radzuweit says:
    February 1, 2012 at 9:57 pm

    Excellent tip! I’m happy I found your blog. It’s helped me many a time.

  5. Aaron says:
    April 24, 2012 at 7:50 pm

    The 10.1.3 update seems to have introduced a new crash. Is that the result of having applied the prior “patch” before the 10.1.2 official release or is this a new issue?

  6. Bruce says:
    June 7, 2012 at 2:44 pm

    I have just installed Reader 10.1.3 (twice) and I always get the error message that it has stopped working.

  7. Rusty Jimeson says:
    November 19, 2012 at 2:52 am

    Always good to find something new and interesting to learn from. Great website you’ve got here.

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