Skip to main content
S
StaMar
Participating Frequently
November 13, 2020
Question

Latest upgrade of Acrobat Pro makes Internet Explorer crash

  • November 13, 2020
  • 3 replies
  • 5704 views

After the November 2020 upgrade of , 2020.013.20064, all our customers get crashes in Internet Explorer when opening created reports PDF:s with the Acrobat Add-on. If only Acrobat Reader is installed there is no problem. The only way to get rid of the problem is to uninstall Acrobat Pro or disable the Acrobat Add-on,

 

This is the error in Event Viewer:

 

Faulting application name: IEXPLORE.EXE, version: 11.0.19041.1, time stamp: 0x95286d96
Faulting module name: ntdll.dll, version: 10.0.19041.610, time stamp: 0xd49544eb
Exception code: 0xc0000005
Fault offset: 0x0003e935
Faulting process id: 0x28e0
Faulting application start time: 0x01d6b8bf31e88952
Faulting application path: C:\Program Files (x86)\Internet Explorer\IEXPLORE.EXE
Faulting module path: C:\WINDOWS\SYSTEM32\ntdll.dll
Report Id: 7665baa1-dbe1-4c3d-a961-b90bda435aa0
Faulting package full name:
Faulting package-relative application ID:

    This topic has been closed for replies.

    3 replies

    U
    UserSMC0000001
    Participant
    November 19, 2020

    We have the same issue on our side. To reproduce the problem easily, follow these steps:

     - Open Internet Explorer

     - Browse to any website including en embedded PDF. For example: https://msu.edu/~urban/sme865/resources/embedded_pdf.html

     - Refresh 2 or 3 times the page

     

    Internet Explorer will stop working:

     

    When you look for the error message in the EventViewer, this is related to ntdll.dll module from Adobe Acrobat.

     

    This issue occurs ONLY since the latest Adobe DC Pro : 20.013.20064 Planned update, Nov 03, 2020 (https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/continuous/dccontinuousnovember2020.html#dccontinuousnovtwentytwenty)

      C
      Chris5EFE
      Participant
      November 23, 2020

      Hello,

       

      I have been encountering the exact same issue, starting from when the latest version of Acrobat DC Pro went live.  I've applied the fix in this thread and it seems to be working so far.

       

      @Amal. Any chance this will be included in the list of known issues for this release?

      Amal.
      Community Manager
      Amal.Community Manager
      Community Manager
      November 24, 2020

      Hi All

       

      The optional update (ver. 20.13.20066) addressing this issue is now available (Windows Only). Please try to update the application to the new version available from the help menu > check for updates or you can manually download the patch using the link: https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/index.html 

       

      Regards

      Amal

        Amal.
        Community Manager
        Amal.Community Manager
        Community Manager
        November 13, 2020

        Hi there

         

        Hope you are doing well and sorry for the trouble. As described Internet Explorer crashes when opening created reports PDF:s with the Acrobat Add-on. If only Acrobat Reader is installed there is no problem.

         

        Would you mind sharing the workflow/steps you are doing to open the PDF in IE? Is it crashing on opening the very first PDF or is it crashing after that? Are you closing the first opened PDF and then opening another one and experincing crash? If yes, please try to keep the first PDF opened and then open the second and subsequent PDF and check if that works.

         

        As mentioned, if only reader is installed then IE is not crashing. Please try to change the IE PDF handler to Acrobat Reader and check if that helps.

        1. open Internet Explorer (IE) > Tools > Manage Add-ons.
        2. Select Toolbar and Extension under add-ons type.
        3. In the Show menu select All Add-ons.
        4. In the list of Add-ons, select Adobe PDF Reader.
        5. Click Enable

         

        Let us know how it goes.

         

        Regards

        Amal

        S
        StaMarAuthor
        Participating Frequently
        November 13, 2020

        Thank you for a quick answer!

        We use only the Reader Add-on but the error occurs anyway if Pro is installed, se picture.

        We create a PDF from a build in report generator in our Web application and it is shown in a modal window where it is handeled by the Acrobat Add-on, se picture. Since the window is modal it has to be closed to continue and several windows can not be opened parallell. The IE crash does not occurr after the first PDF is genereted/viewed but rather after this is done a couple of times (in my testing often after 4-10 PDF:s were created/viewed).

         

         

        S
        StaMarAuthor
        Participating Frequently
        November 13, 2020

        Note that a customer reported exactly the same problem on another Web-application using IE as the browser so it is not isolated only to our application.

        S
        StaMarAuthor
        Participating Frequently
        November 13, 2020

        I want to clarify that the crash does not occurr everytime opening a created PDF but often after doing it 4-10 times in the same Internet Explorer session.

        Terms & ConditionsAccessibility statement
        Using the community Terms of use Privacy Cookie preferences Do not sell or share my personal information ad choicesAdChoices