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jamhic
Participating Frequently
January 13, 2023
Question

Adobe Acrobat Pro Crashes When Changing Print Settings - EFI print drivers

  • January 13, 2023
  • 3 replies
  • 17814 views

Environment: 

OS - Windows 11 - 22H2 build 22621.1105

Adobe Acrobat Pro (64 bit) Version 2022.003.20310

EFI Fiery driver Version 6.5.009.0 also tried version 6.3.005.0

This is a fresh install of Windows and Adobe Acrobat Pro.

Computer hardware:  Dell XPS tower 11th Gen i7 11700K, 16GB RAM, UHD Graphics

Printer: Xerox PrimeLink 9070 with EFI-i Fiery Server

The computer use a Windows print server to obtain driver settings. 

 

When printing, if the driver settings are changed, Adobe crashes when returning to main print options window. See attached video.

This happens every time and with any setting changed in the properties.

 

Any ideas what might be happening. Again, new computer, fresh install of Windows and Adobe Acrobat Pro.

    This topic has been closed for replies.

    3 replies

    A
    Angel270098888x3h
    Participant
    March 21, 2023

    I have a single user also experiencing the same issue. Adobe only crashes when trying to print to a Xerox Primelink C9070 with Fiery Server. The odd thing is it works just fine for all other users. 

    Disabling Protected Mode at Startup fixed the issue, but I would prefer not to have to change the default settings to have a functional peice of software.

    J
    jamhicAuthor
    Participating Frequently
    March 22, 2023

    @AkanchhaS8194121 @abhisi We are now experienceing the issue with multiple users. It is not just the one person anymore. I'm affraid this is spiraling. Has there been any progress with the engineering team?

    Thank you,

    James

     

    J
    jamhicAuthor
    Participating Frequently
    December 13, 2023

    Hi Everyone. Although, it's only been a few days, I'd like to let you know that we finally came across the fix for this issue. @defaultoiue9zvft1xy was correct. Along with this Adobe crashing, we were also experienceing an issue with Word when printing to the EFI printers. Whenever you would change a setting in the EFI driver, Word would crash on printing. However, in the Word case, there was no workaround and users had to print to PDF then print from a pdf software like BlueBeam or Edge or Reader. We found out through our vendor (Thank you Kelley Connect) that EFI released an update that resolved the Word issue. Low and behold, it seems to have fixed the Adobe issue as well. Give it a try. You can find the instructions on EFI's website. https://communities.fiery.com/s/article/Printing-from-the-Fiery-Driver-on-a-computer-with-Windows-11-version-22H2  

    I know it says its for 22H2 but I have also verified on Windows 11 23H2.  

     

    Good luck everyone! 

     


    So a quick edit. I don't think that the EFI patch was what fixed the Adobe issue. It did fix the Word issue but I rolled back the update and broke Word again. After that, I checked Adobe, and it was still working with the security features enabled. I restarted and Adobe is still working and Word is not. 
    Adobe Acrobat Reader Version 2023.006.20380 | 64-bit

    A
    Adobe Employee
    abhisi
    Adobe Employee
    January 18, 2023

    Hi dogdaynoon,

     

    Thanks for reporting this to us.

    Please share the following information:

    Is the issue started happening recently after installing the latest version of Acrobat, or has it been happening for a quite sometime with previous releases as well?

    Also, does the issue occur every time, as it is happening only with one of the users at your end? Please confirm the same.

     

    Thanks,
    Abhishek Ranjan Singh

      J
      jamhicAuthor
      Participating Frequently
      January 18, 2023

      Hi Abhisi,

      The problem has been happening for just a month or two. I'm not really sure what kicked it off. It could have been any number of updates, but it is only happening for one user that we are aware of. It happens on their old computer and the latest one we just built (this new one is the one I am using to trouble shoot - specs above). And, yes, it occurs every time until PMaS is disabled. Then it stops happening. If we reenable it, it happens randomly (not every time). Once the pc is restarted with PMaS enabled, it happens every time again.

        J
        jamhicAuthor
        Participating Frequently
        January 18, 2023

        I need to update the last post. I've been playing around with it some more and the issue is actually happening more sporadically it would seem. It may do it 10 times in a row and then not do it for a few. Or it could do it once or twice and then not again for an extended period. But for certain it always happens the first few times after a reboot.

        AkanchhaS8194121
        AkanchhaS8194121
        Legend
        January 14, 2023

        Hi @jamhic 

         

        Thank you for sharing the detailed description and sample video attached.

        We see that the application crashes immediately after giving the print command. Is this an experiencing with all the files you have been trying to print?

        Also, has it started crashing recently after installing the latest update?

         

        Try the following steps and see if that helps.

        • Navigate to Acrobat>Edit>Preferences>Security (Enhanced)>disable "Protected Mode at Start-up", "Protected View" and "Enhanced Security">OK>close and reopen Acrobat [Windows only]
        • Run this cleaner tool to remove the existing installer and application’s files traces:

        https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html

        Download the Acrobat installer from here:

        https://helpx.adobe.com/acrobat/kb/acrobat-dc-downloads.html 

         

        Let us know if it still doesn't help!

         

        Thanks,

        Akanchha

         

          J
          jamhicAuthor
          Participating Frequently
          January 16, 2023

          Hi, thank you for those suggestions.

          Here are my discoveries from what I tried in regard to them. 

          For ease of typing - Security (Enhanced) = SE, Protected Mode at Start-up = PMaS

          Before I cleaned and reinstalled, I disabled the PMaS and SE and printing did NOT crash. So it worked without them enabled.

          I reinabled SE and it still worked, then I reenabled PMaS and it still worked. After a restart, the problem came back. 
          Disabling PMaS seems to be the key. It works with SE enabled and PMaS disabled.

          So then, I uninstalled Adobe Acrobat and Creative Cloud and ran the cleaner. I downloaded Adobe Acrobat Pro from the link provided and installed it. After it was installed I tested the printing and it was still crashing with PMaS active. The takeaway here is that with PMaS active, the program crashes whenever we change the printer preference settings.

          I turned on logging for PMaS and crashed the program a few times. I've included the logs for reference.

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