523:523 Error update to 2019.021.20048

[jasong54172755]

Our users' Acrobat Reader DC clients updated to 20048 this morning and now are unable to preview pdf's directly via Internet Explorer. Changing the default pdf viewer does not impact this due to specific relations between Acrobat and IE from what I can tell and the prompt to download a pdf before viewing it is skipped altogether. We have confirmed that this is in relation to Trend Micro Apex One blocking it. This doesn't seem to occur in other browsers from what we can tell but unfortunately some of our business systems are still only compatible with Internet Explorer. We are EXTREMELY hesitant to whitelist the Acrobat exectuables due to PDF's being such a common vector for Malware/Trojans. We get dozens of detections from files opened by Acrobat daily and needless to say it's not an option. For the time being our users are making due with the complete removal of Acrobat Reader but hopefully this is addressed by either Adobe or Trend Micro. I've posted with Trend Micro in a related support case as well.

[Amal.]

Hi Jasong,

Thanks for highlighting. This issue is already reported to the engineering team and we are working on it. We will share the update on this soon.

Regards

Amal

[AnandSri]

Hi Jasong,

We're sorry for the trouble you had, would it be possible to disable the Trend Micro solution and check the behavior.

Also, whitelist the Acrobat.exe and AcroRd32.exe in Trend Micro to the Trusted Programs List and check.

reference location:

C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AcrRD32.exe and C:\Program Files (x86)\Adobe\Acrobat DC\Acrobat\Acrobat.exe

Let us know how it goes and share your observations.

Thanks,

Anand Sri.

[SupermanJake91]

Hi Anand,

Also facing the same issue, un-checking Enchanced Security resolves the issue.

However, this is againt our policy and do not like having this un-checked.

I may have got it down to EULA not being agreed, or similiar issue, where updating manually brings the agreement up, however it seems most may have had auto-update and caused this issue.

Is there a way for the agreement to be accepted manually without going into registy, doesn't seem to work. 

Pending to reinstall AcroRdrDCUpd1902120048.msp to see if that helps.

[Amal.]

Hi there,

We are sorry for the trouble. As you are getting the error 523:523 please try the troubleshooting steps provided in the help article https://helpx.adobe.com/acrobat/kb/error-523-523-on-opening-pdf-in-internet-explorer.html

Let us know how it goes

Regards

Amal

[SupermanJake91]

Hi Support,

The troubleshooting with Trend showed no fix.

However it seems updating to 19.021.20049 has fixed the issue.

Any help on what could have caused it would be appreciated.

Thanks, 

[Amal.]

Hello there,

We are glad to hear that the issue got fixed with updating to the new version.

Feel free to contact us for any assistance required in the future.

Regards 

Amal

[DerekHowell]

Hi folks

Am getting this error now. It has only just started to cause a problem yesterday but the client versions are 2019.021.20058 and 2020.006.20034 so it's not just limited to one particular version. What do Adobe reccomend as the solution? I have seen suggestions of turning Proteced Mode off and whitelisting acrord32.exe with the local AV, neither of which are valid suggestions in a secure environment. Any ideas would be gratefully accepted.

Kind regards

[Amal.]

Hi Derek,

We are sorry for the trouble. AS described you are working in a secure environment. Please add the file acrord32.exe to the local AV also please try to add the file into your network security settings and check if that helps.

Also, please try to create a new test user profile with full admin rights and try to use the application there and check.

Let us know how it goes.

Regards

Amal