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michaelt46113024
michaelt46113024
Participant
October 15, 2018
Answered

Reader 2019.008.20074 no UI

  • October 15, 2018
  • 4 replies
  • 2623 views

Reader 2019.008.20074 started rolling out via SCUP over the weekend.   Majority of workstations would have upgraded from 2018.011.20058 to 2019.008.20074.

Noticing an issue where Reader sporadically won’t open PDF downloaded from Web.  User downloads a PDF from web channel in IE, Estimate 33% when opening PDF via IE, document won’t open.   AcroRd32.exe observed running in background, but no Reader UI displayed to user.   If user tries to download/open document repeatedly many AcroRd32.exe running in background.  So far issue only observed on Win7x64 workstations.    Have a process dump of hung AcroRd32.exe.

Also noticed occasional issue where Applicatoin Fault below in Applictation Event Log.

Faulting application name: IEXPLORE.EXE, version: 11.0.9600.19155, time stamp: 0x5ba07112

Faulting module name: AcroPDFImpl.dll_unloaded, version: 0.0.0.0, time stamp: 0x5ba32f0b

Exception code: 0xc0000005

Fault offset: 0x661b9735

Faulting process id: 0x5aac

Faulting application start time: 0x01d464a473ab5728

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

Faulting module path: AcroPDFImpl.dll

    This topic has been closed for replies.
    Correct answer rmoore3

    Just checking to see if you found a correlation between your SSO and Adobe Reader?


    This version was just released, hopefully it fixes the problems we encountered with the October 2018 patches

    19.008.20081 Planned update, November 13, 2018 (Windows Only) — Release Notes for Acrobat DC Products

    4 replies

    A
    Adobe Employee
    absethi2997221
    Adobe Employee
    February 20, 2019

    Hi @michaelt46113024,

    Just wanted to confirm if the issue is fixed?

    Thanks

    Abhinav Sethi

    R
    rmoore3
    Participating Frequently
    October 22, 2018

    We are also having the same issue with the Adobe DC Reader October 2018 Updates

    Reader 2019.008.20071

    Reader 2019.008.20074

    Reader 2019.008.20080

    Reader 2019.008.20074 started rolling out via Altiris Wednesday September 17th.  

    Noticing an issue where Reader will not open PDF's   Multiple instances of AcroRd32.exe observed running in background (because the user has clicked numerous times to launch the app but to no avail), but no Reader UI displayed to the user.  

    The only workaround that seems to be stable is to disable protected mode with a registry key entry.  When the user has Protected Mode disabled then the Adobe DC Reader application launches as expected with no problems.

    HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Adobe\Acrobat Reader\DC\FeatureLockDown

    -> bProtectedMode

    -> value : 0

    However for security reasons we can not have Adobe DC Reader with the "Protected Mode" feature disabled.

    Does anyone have a similar experience or better solution to this problem?

      michaelt46113024
      michaelt46113024Author
      Participant
      October 22, 2018

      >>Reader 2019.008.20074 started rolling out via Altiris Wednesday September 17th. 

      That doesn't seem right.  

      18.011.20063 - Released around 9/19

      19.008.20071 - Released around 10/2

      19.008.20074 - Released around 10/8

      19.008.20080 - Released around 10/22

      No fix yet,  disabling protected mode works on effected clients, but doesn't seem like a good idea per

      https://helpx.adobe.com/acrobat/kb/protected-mode-troubleshooting-reader.html​

      We went mostly 18.011.20058 to 19.008.20074.   Not tried 19.008.20080 since just came out today. 

      We noticed the problem as Reader clients started updating early Oct via Reader's self updating behavior.   After started deploying 19.008.20074 via SCUP reports of problem increased.   My guess is problems started with 19.008.2007x.   

      >> downloads a PDF from web channel in IE, Estimate 33% when opening PDF via IE, document won’t open.

      Also channel PDF is from not related.  On effected machines simply launching the Reader desktop shortcut  can reproduce hung/orphaned AcroRd32.exe  process about 1/3 of the time.

      R
      rmoore3
      Participating Frequently
      October 22, 2018

      Thanks for the correction, I meant to say we started rolling out

      Reader 2019.008.20074 via Altiris on Wednesday October 17th. 

      As of today, Monday, October 22nd tried testing with a few users with the Reader 2019.008.20080 update and getting the same results with the previous October 2018 Adobe DC Reader updates, problem still exists

      michaelt46113024
      michaelt46113024Author
      Participant
      October 16, 2018

      Update on this.

      Related to this setting

      Edit > Preferences >Security (Enhanced)  - Uncheck "Enable Protected View at startup"

      If I disable that setting Reader launches 100% fine,  with that setting enabled Reader process will launch, but become orphaned about 33% of the time.

      AcroRd32.exe is becoming orpahned or locked as "TASKKILL /IM AcroRd32.exe"  will not kill.   "TASKKILL /IM AcroRd32.exe /F"  will kill (/F = Force switch)

      G
      Adobe Employee
      Gagan
      Adobe Employee
      October 16, 2018

      Hi michaelt46113024,

      Thank you for taking the time to write to us regarding this issue which you are facing. We are really sorry for the inconvenience it caused to you.

      We tried to reproduce the issue at our end but we didn’t succeed. It would be great if you could help us with the following queries so that we can reproduce it internally and look into it -

      • Could you please specify any additional steps which could lead us to the problem, any information which you think is relevant could  be a great help. A video would be great if you could provide.
      • Do you have any specific IE security settings enabled? If yes, please share.
      • Can you please share the process dump of hung AcroRd32.exe at (email shared privately)
      • Also we need dubug logs to look into the issue. Please follow below steps to get the logs :
        1. Get browserloggingadd.reg and browserloggingremove.reg from here (link)
        2. Quit Adobe Reader and IE.
        3. Run browserloggingadd.reg file which will add registries. (Select Yes if dialog shows up)
        4. Download debugview.exe from https://technet.microsoft.com/en-us/library/bb896647.aspx
        5. Run DebugView, keep it opened.
        6. Go to DebugView→ Options→ Check "Clock Time" and "Show milliseconds".
        7. Clear Debug View logs using "Edit->Clear Display" or CTRL+X
        8. Open PDF in IE(or web app) using current workflow till customer gets the error state. Please note the time(PC time) you get error/hang/crash and mention it while providing logs.
        9. Exit IE/Web app.
        10. Save logs in DebugView. (Use save as, because DebugView sometimes overwrites the logs)
        11. Exit DebugView.
        12. Send the logs to (email shared privately)
        13. Run browserloggingremove.reg to remove registry entries.

      Thanks,

      Gagan

      Acrobat Team

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