Skip to main content
Participant
January 23, 2018
Question

PDFs in IE 11 on Win 10 1709 causes crashes with Adobe Pro XI & Reader XI

  • January 23, 2018
  • 1 reply
  • 1980 views

I'm hoping that someone might have run into this, as I have been investigating an issue at work for a few weeks now. The issue is spreading as we're moving to a Win 10 environment and we're starting to get heat from the users, especially some VPs.

Basically, if a PDF is opened in IE, once the tab or the entire browser is closed, IE throws up a "Internet Explorer has stopped working message." This is especially troublesome, as we have various web apps that need to open the PDFs in the browser and not in a separate Acrobat instance (I have a workaround to do that, but it's not my decision). Chrome, Edge, and Firefox do not have the issue; but IE is the standard browser (again, company policy).

Here are some of the event logs:

"Faulting application name: IEXPLORE.EXE, version: 11.0.16299.15, time stamp: 0x091f43e7

Faulting module name: Acrobat.dll, version: 11.0.23.22, time stamp: 0x59f9d02c

Exception code: 0xc0000005

Fault offset: 0x000dd45e

Faulting process id: 0x1a7c

Faulting application start time: 0x01d3947ef60e0c31

Faulting application path: C:\Program Files (x86)\Internet Explorer\IEXPLORE.EXE

Faulting module path: C:\Program Files (x86)\Adobe\Acrobat 11.0\Acrobat\Acrobat.dll

Report Id: e9bb7936-c10b-4096-a0d7-794e72d0ce5c

Faulting package full name:

Faulting package-relative application ID: " [This is blank in the log]

and

"Fault bucket 1785257237656046670, type 1

Event Name: APPCRASH

Response: Not available

Cab Id: 0

Problem signature:

P1: IEXPLORE.EXE

P2: 11.0.16299.15

P3: 091f43e7

P4: Acrobat.dll

P5: 11.0.23.22

P6: 59f9d02c

P7: c0000005

P8: 000dd45e

P9:

P10: "

(I should have some more dumps on my lab computer that I have been debugging with - I'm just not on it right now).

We're experiencing this across the board on our laptops, tablets, and desktops; I can reproduce it with ease, even on freshly imaged PCs (which don't have much more on them beyond Office and Symantec). Some notes about the systems:

-As you can see above, IE is version 11.0.16299.15.

-It happens on Win 10 ver 1703 and 1709.

-Adobe Acrobat Pro XI and Reader XI and Acrobat DC are affected. Acrobat Pro X and Reader X do not have the issue. (I have reimaged multiple PCs and tried various apps.)

Things that have been tried:

-Installing the latest updates.

-Disabled Enhanced Protected Mode in IE

-Unchecked all the options in Adobe Preferences->Internet ("allow fast web view," etc.)

-Turned Protected View off in Security (enhanced) and disabled "Enabled Enhanced Security".

-Removed all the Symantec products

-Reset IE to default

The above are not the complete list; I have been working on this for a couple weeks, and those are the things off the top of my head.

I have seen many others post about similar issues, if not the same issue, and the problems continue or it's claimed that the latest patch fixes things. I'm wondering if maybe I have missed a resolution. Anyone have any advice? Thanks!

This topic has been closed for replies.

1 reply

DannLattAuthor
Participant
February 5, 2018

In case anyone happens upon this, it turned out that there was a plugin that was being pushed by group policy. Once the plugin was removed, everything was stable. (The plugin was for an app that only a few people have.)