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peterh70336437
Participant
October 17, 2019
Question

Adobe Reader DC failing on start since update to 19.021.20047

  • October 17, 2019
  • 1 reply
  • 892 views

Any help would be appreciated. A large section of our computers have upgraded to the current release of Adobe Reader DC even though the policy is in place to disable auto updates. Since this has happened when the users launch reader it goes not responding using 50% CPU constantly and eventually gives the error 'Acrobat failed to connect to a DDE server.' Up to now the only perminant fix we have found is to perform a full profile reset on the user and this then allows the user to use reader as normal. From what we can see this is user based as not all users are effected on any specific computer and some work others don't on the same device so points to user profile issues. Obviously we cannort perform full resets on 1000+ users as this would be time consumuing so are looking for a pointer as to what could be happening.

 

Thanks

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1 reply

Amal.
Community Manager
Amal.Community Manager
Community Manager
October 17, 2019

Hi PeterHardy,

 

Thanks for reaching out. As described above, you are getting the error 'Acrobat failed to connect to a DDE server.', correct?

 

We need some more information for a better understanding:

 

  • Is this a behavior with a particular file or with any file you try to open?
  • What is the version of the OS?
  • Is this a behavior on a local computer or on a shared network?

 

Please try the troubleshooting steps provided in the help article - https://helpx.adobe.com/in/acrobat/kb/failed-to-connect-to-dde-server.html and see if that works.

 

Let us know how it goes

 

Regards

Amal

 

 

P
peterh70336437Author
Participant
October 18, 2019

Hi, thanks for the response. This behaviour is happening whenever Reader is opened directly or via opening a file everytime.

We are working on Windows 7 64bit which is wher ethe issue is being seen and it is a shared network but happens wether it is a network based file or a local file. Application is installed locally on each computer.

 

We have tried the steps in the attached article and this has worked on a couple of machines doing the registry fix but it is not a fix for all.

Amal.
Community Manager
Amal.Community Manager
Community Manager
October 18, 2019

Hi Peter 

 

As you have tried the steps in the suggested article and still the issue is not resolved. Please try the following steps 

 

 

Regards

Amal

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