Adobe Reader XI crash

Hi,

Looking at a way to open a support case with Adobe for troubleshooting a crash issue with Adobe Reader XI, is this possible? The company does have the right support agreement, I was told.

Our issue is the following:

2008 R2 Citrix server, latest AppV client & latest Adobe Reader version. We have an AppV package that delivers a Java addon for an IE app. IE runs in the virtual environment via the /appvve switch. Within the application the user has the possibility to download and open archived emails (MSG files). These open with Outlook 2016 which is installed on the server, so Outside the appv bubble. Some of these emails will have PDF files attached to them. When the users try to open one of these PDF files, Reader will launch and then crash within the first 30 sec. This usually happens after the spinning wheel on the right hand side (under the Tools menu) finishes its full circle. If I close the Tools menu before the circle is complete, there is no crash, but there is a warning instead of the crash. Then Reader is sluggish for the first minute or so. If you give it more than a minute, the slowness goes away and everything works fine.

The crash does not happen if I save and then open the email or the PDF file. It seems to only happen when we select to open the file directly as handed by the IE app.

Also, the issue does not happen with Adobe Reader DC.

Any help is appreciated, even if it's only to get through to support.

thank you.