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Sai0101
Participant
February 11, 2021
Answered

Adobe Acrobat Reader 21.001.20135 preventing users to connect to Global Protect

  • February 11, 2021
  • 14 replies
  • 14860 views

We observed Adobe Acrobat Reader 21.001.20135 version is perventing users from connecting to global protect. If the users login in Global protect and the screen freezes and there is a background error message which says 'The Acrobat PDF browser plug -in is missing Please reinstall Adobe Acrobat or Adobe Acrobat Reader to fix this problem. Please reinstall Adobe Acrobat or Adobe Acrobat Reader to fix this problem" After uninstalling the Reader users are able to login to Global Protect. We see IE Addons of Adobe Enabled still we see the issue. Tried disabling the add on but no luck? Any one facing similar issue? Any thoughts on how to fix this issue?

 

 

    This topic has been closed for replies.
    Correct answer karanmalik

    Hi All,

     

    We have released update today which addresses this issue. Release notes of the update: https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/continuous/dccontinuousfeb2021qfe.html#dccontinuousfebtwentytwentyoneqfe

    Let us know if this fixes this issue for you all.

     

    Thanks,

    Karan

    14 replies

    Show previous replies
    M
    Mike5C3E
    Participant
    February 11, 2021

    We're another organization being bitten by this.  I'm unfamiliar with Global Protect, but we are seeing that the plug in is not installed.

      D
      defaultgvyr4vhafhlf
      Participating Frequently
      February 11, 2021

      This is Adobe's response to this issue:

      Seems they don't want to fix because it's a "3rd party issue". 

      They need to know how GlobalProtect is interacting with their plugin? It's not. 

      It's simply displaying an html dialog for authentication. Whatever mechanism they're using to call IE no longer sees the plugin after the update to 21.001.20135. This issue wasn't present prior to 21.001.20135 ... so it's quite clearly an issue with this version of Reader.

       

        A
        Adobe Employee
        Amboo Srivastava
        Adobe Employee
        February 13, 2021

        Hi,

         

        We understand this has caused a lot of inconvenience. We are actively working to fix this issue on highest priority. Please let us (engineering team) know if you can join us for a meeting to resolve this at a faster pace. You can write to me directly at asrivastATadobeDOTcom.

         

        Thanks for your patience,

        -Amboo

        E
        Eric5F9C
        Participant
        February 13, 2021
        Installing Microsoft Visual C++ 2015-2019 Redistributable (x64). fixed our
        issue.



        --
        Eric Harris
        theericharris@gmail.com
          michaels71184085
          michaels71184085
          Participating Frequently
          February 11, 2021

          We are experiencing the exact same problem, note that this Adobe update addresses a critical zero-day vulnerability, so rolling back is not a good option. I confirmed it happens on both an old version of GP 5.0.2 and our current version of 5.2.3-22. Although the behavior is not consisent, sometimes it does go through eventually after hanging at a blank window for a moment.We are still testing, but any more input from adobe on this would be helpful....

            D
            defaultgvyr4vhafhlf
            Participating Frequently
            February 11, 2021

            Same exact problem in our environment. The dialog stating that the browser plug-in has to be reinstalled is inhibiting our Global Protect users from logging in to Global Protect. Uninstalling and reinstalling is not an appropriate fix for this issue.

             Our users are mostly remote and do not have the ability to add or remove software. And there are hundreds of them. 

            This is obviously a fairly widespread issue. Please release a fix or fixed version ASAP.

             

              J
              jasonl66019243
              Participant
              February 11, 2021

              A temporary workaround is to cancel the error message and then the GP login box works. You only have a few seconds to cancel the error, before it disappears.

                Meenakshi Negi
                Community Manager
                Meenakshi NegiCommunity Manager
                Community Manager
                February 11, 2021

                Hello Sai,

                 

                Thank you for reaching out and sorry for the trouble.

                 

                The team is looking into this issue.

                As you receive the error, please share the screenshot of the following setting: Edit > Preferences > Internet.

                Share the OS version on the machine.

                 

                Also, try once to remove the application and reboot the machine. You may use the cleaner tool for windows (https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html#windows) to remove the application. 

                Then reinstall the application from this link: https://get.adobe.com/reader/enterprise/ 

                 

                Let us know how it goes.

                 

                Thanks,

                Meenakshi

                 

                S
                Sai0101Author
                Participant
                February 11, 2021

                Hi Meenakshi,

                 

                Thank you for reverting.

                 

                We've attached the Internet option in the current version of Adobe.

                 

                Further the OS version is Windows 10 1909.

                 

                We were deploying Adobe from SCCM and we've disabled product updates with the Adobe customization Wizard DC. We've updated to 2020.013.20074 but we have few users who are aleady compliant to this version and the software didn't install due to Detection method has met the requirement. For these users we suspect it got auto updated from internet once the new version is released on February 9th. We will reinstall this version again on one of the machines which has this issue. Please let me know if you need any further information.

                 

                Thank you

                Sai

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