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RXRD
RXRD
Participant
October 13, 2016
Pregunta

Grey Screen in IE 11 after newest DC update

  • October 13, 2016
  • 38 respuestas
  • 86304 visualizaciones

After the newest Adobe Reader DC update Version 2015.020.20039, my users keep getting a grey screen when opening a PDF in the browser. I have uninstalled and reinstalled the product and it still happens. The only way around is to uninstall and download an older version of Reader.  Is anyone else getting this issue? I keep getting calls from more and more users and when I check, sure enough Adobe Reader was just updated. I need this resolved as soon as possible. It worked just find before the update. Thanks!

Este tema ha sido cerrado para respuestas.

38 respuestas

stefanh42415907
stefanh42415907
Participant
October 3, 2018

Hi

We have the following problem

A grey screen or page is displayed on opening PDFs in IE (over https). There is no error message, the screen just opens grey.

The problem is with Windows 7 and Windows 10. We use Acrobat Reader DC 18.011.20055


Workaround

- Disable IE Plugin

- Press F5 in Browser

We have installed the latest available Reader version for testing purposes. But also here the same problem exists.

Do you have a Suggestion?

soumik011
Adobe Employee
soumik011
Adobe Employee
October 8, 2018

Hi stefanh42415907,

Can you drop me a mail at soudas@adobe.com so that I can share with you the steps to collect browser logs.

Regards

Soumik

M
mandeepj44206169
Participating Frequently
July 18, 2017

Hi Guys

I am also facing same issue. Grey screen appears in case of Internet Explorer but works fine when tried in Chrome. I am using embedded pdf. Refer attachment for snapshot. (I can share a sample as well if required) Let me know in case some more information is required from my side. Any help on this will be highly appreciated.

I am using Windows 10, IE 11, Adobe Reader 10 & 11

Thanks & Regards

Mandeep 

soumik011
Adobe Employee
soumik011
Adobe Employee
July 18, 2017

Hi Mandeep,

Do you face the issue only for this PDF? And what about the web PDFs? Does the issue reproduces in that scenario too?

Regards

Soumik

M
mandeepj44206169
Participating Frequently
July 18, 2017

I face issue in case i am using embedded pdfs (Any PDF).

Regards

Mandeep

Marcgee
Marcgee
Participant
July 8, 2017

I have the same problem with one difference--it doesn't involve IE. When I try to digitally sign a PDF document saved on my computer, the screen grays until I hit Esc. The problem persists in both Reader and Acrobat.

Here's what I have and have tried:

Platform: Windows 10 Pro

Adobe products:

  • Acrobat Standard 2017.009.2044
  • Reader DC 2017.009.2044

Solutions attempted w/o success:

  • Edit > Preferences > Page Display > Page Content and Information: Check Show large images (it was already checked, but I unchecked it and checked it again)
  • Edit > Preferences > Security (Enhanced) > Uncheck Enable protected mode at startup
  • Close and restart the Adobe programs

Although I use the digital signature feature infrequently, it is important to me: I use it to invoice customers!

Help appreciated, with deep gratitude,

Marc

cadbury
Adobe Employee
cadbury
Adobe Employee
July 10, 2017

Dear Marcgee,

Thank you for reporting the issue.

Can you please confirm if this happening for a particular file or for any file?

Also how do you try to sign the file? Do you have an existing signature field ,clicking on it greys out? Or do you go to Certificates tool-->Digitally Sign and draw the box for signing.

Last of all, do you have any existing digital ids added to Acrobat/Reader?

Thanks and regards,

A
Anonymous
May 16, 2017

Hi,

I am not sure if anyone still have the issue, but we are still facing the same issue.  We have applied the patch as provided, but intermittently we still get the grey screen.  But we did notice that it only happened if the size of the PDF is big (big as in more than 1Mb).  Any idea?

soumik011
Adobe Employee
soumik011
Adobe Employee
May 16, 2017

HI limk69053534,

Can you share with us your Acrobat/Reader version?

Also does that happen for all PDF files more than 1 MB? Can you share with us few of the links.

Regards

Soumik

A
Anonymous
May 17, 2017

Hi Soumik,

We are using Adobe Reader DC Version 2017.009.20044.

Unfortunately, I am not able to share with you the link because the system is running within internal network only.  Nevertheless, I will try to explain to you the situation that we have.

Currently we have reports output to PDF through some reporting tool.  Most of our reports are small size except probably 1 or 2 (more than 1MB).  Usually it is the big reports that tend to fail, intermittently.  1 out of 10 will fail usually.

I would like to know if there is anything that we can enable on our side (log or trace) which we can replicate and send it to you.

M
martink79305082
Participant
January 6, 2017

Hi Guys.

So, I just stumbled over this forum.

I have not the exact problem, but VERY similar.

Our setup is Server 2012R2, Citrix XENAPP7.12, IE11 and Adobe Acrobat PRO XI.

We have a webapplication to approve invoices – scanned to PDF invoiced.

In most cases we can open approx. 10 PDF’s before we get the error 10:10 or 0:104 and also “Out of mem” error. We have to close all IE windows down, and thereafter it works for a while again.

I have followed ALL the tricks in this forum, but I still gets a IE/Adobe Crash..

So, anybody have a good idea??
.

  • Upgrading to DC NOT tried due to economy.
  • opening pdf outside IE11 is not an option.
D
DIR MINP
Participant
November 28, 2016

I have installed the latest version of Adobe DC on my machine. The issue still exists. The workaround for us is to "disable" the Adobe PDF Reader add-on from IE using "Manage add-ons" menu; which will ask user to open the document using Adobe Reader software in stead of IE Add-on.

Is there an add-on for Adobe DC version on IE??? Thank you all for all the useful information.

A
Anonymous
November 1, 2016

My company has been experiencing this issue as well.  I can't reproduce it with Adobe Reader XI, but we can with Adobe Reader DC.  Essentially pdfs open fine in IE11 for the first couple of documents, but every document thereafter only shows the grey screen.  Clients trying to view documents on our website are calling in with complaints.

    AshuMittal9644438
    Adobe Employee
    AshuMittal9644438
    Adobe Employee
    November 2, 2016

    Hi all,

    As mentioned by Ajay, we are actively working on an official patch that fixes this issue. We'll update this thread as soon as it is available.

    Thanks,

    -ashu

    J
    JaceF
    Participant
    November 3, 2016

    Hi,

    I appreciate the feedback on a possible fix, I've got over a thousand angry customers demanding a fix. Before I have to start the process of removing reader DC and installing reader 11 across our desktop estate can you advise if you have any update or an indication of possible timescales on a patch?

    W
    wrm20643742
    Participant
    November 1, 2016

    I have found that after opening 2 or 3 PDF via IE I get the Grey Screen. When I check Task Manager there are multiple occurrences of reader running even though they have all been closed. A quick fix I used was to cut and paste URL for the PDF you are trying to view and open in Chrome. No problems there.

    A
    AKAndy
    Participant
    November 1, 2016

    No problems in Chrome because it uses Chrome PDF Viewer rather than Adobe Reader, perhaps?

    J
    JaceF
    Participant
    October 31, 2016

    Hi, we are having this issue extensively in our environment.
    It's intermittent but most effects our document management system. We have run
    tests and I have been able to establish that when a PDF is opened using a link
    from IE it works sometimes but not others. If I navigate to the document
    location and open it directly not via the link the PDF opens correctly.

    I’ve tried turning the protected mode off which made no
    difference. When I run a process monitor I get an access denied on the read
    operation when opening via the IE link, if I close IE and go back to open the
    same document it usually opens ok.

    A
    Anonymous
    October 25, 2016


    Hi,

    The following (manual) workaround could be used to unblock critical workflow stuck due to the grey screen issue. It's a plain workaround, we do not recommend doing this manual modifications of registry entries as any mistake there could lead to product issues.

    ScreenShot1007.bmp

    Please note: Official fix/update to be coming pretty soon that would not require any manual intervention of playing around with registry entries.

      A
      Anonymous
      October 25, 2016

      If this is meant to be a solution then it's no good for us.  We are unable to reproduce the problem ourselves so we can't check if this works ourselves.

      Also our customers who use our systems range from corporations down to individuals working from home with next to no computing knowledge.  We are not going to advise the latter to edit the Windows registry as a solution, it is far too risky.

      J
      Adobe Employee
      JainAjay
      Adobe Employee
      October 25, 2016

      Hi Julian,

      What Abhishek suggested is a workaround only for next few days to unblock any critical workflows getting impacted due to grey screen. Official solution that will come will be an update without any need of any manual intervention of manipulating any of registry entries or anything similar.

      regards

      Aj

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