Adobe crashes when opening protected files

[thomas22332129jmst]

We are having an issue when opening a pdf protected with azure information protection. It suddenly crash. It stay with a no response windows and there is nothing to do except killing the process.
It works when we open non protected PDF Files.
We have both version of adobe acrobat reader dc - continuous release - 2021.007.20099 and AIP for adobe plugin 21.20091.
Does anyone experiment the same situation ?
Thank you.

[ls_rbls · Accepted solution]

Is this happening in a virtualized environment?

Is it happening in one particular computer or every computer that tries to open these protected files?

I would say to try first uninstalling / re-installing the AIP plugin, or download it again and use that one to reinstall. Seems like this worked for a user as discussed in this forum: 

• https://docs.microsoft.com/en-us/answers/questions/281176/can39t-open-pdf-with-azure-information-pro...

Additionally, you may need to check  the guidance and verify if a step was missed while configuring the AIP plugin :

• https://techcommunity.microsoft.com/t5/security-compliance-and-identity/general-availability-of-adob...

• https://techcommunity.microsoft.com/t5/security-compliance-and-identity/adobe-reader-and-microsoft-i...

• https://techcommunity.microsoft.com/t5/security-compliance-and-identity/using-azure-information-prot...

[ls_rbls · Accepted solution]

You're welcome and thank you for updating this thread with your feedback.

It may be possible that a bug has not been addressed yet. You may use the bug report form linked below so Adobe can take a closer look at this issue:

• https://www.adobe.com/products/wishform.html

[ls_rbls · Accepted solution]

Did you get any errors during the installtion?

I am thinking that , maybe, the issue is related to security patches.

Maybe this troubleshooting guidelines is relevant: 

• https://www.adobe.com/devnet-docs/acrobatetk/tools/DesktopDeployment/aip.html#aip-troubleshooting

• https://helpx.adobe.com/acrobat/kb/mip-plugin-download.html

[thomas22332129jmst]

I forgot to mention this is happening for all Protected PDF files.

[ls_rbls · Accepted solution]

Is this happening in a virtualized environment?

Is it happening in one particular computer or every computer that tries to open these protected files?

I would say to try first uninstalling / re-installing the AIP plugin, or download it again and use that one to reinstall. Seems like this worked for a user as discussed in this forum: 

• https://docs.microsoft.com/en-us/answers/questions/281176/can39t-open-pdf-with-azure-information-pro...

Additionally, you may need to check  the guidance and verify if a step was missed while configuring the AIP plugin :

• https://techcommunity.microsoft.com/t5/security-compliance-and-identity/general-availability-of-adob...

• https://techcommunity.microsoft.com/t5/security-compliance-and-identity/adobe-reader-and-microsoft-i...

• https://techcommunity.microsoft.com/t5/security-compliance-and-identity/using-azure-information-prot...

[thomas22332129jmst]

Hello,

Thanks for your answer.
We are able to open protected PDF with AIP, but we are not able to open protected PDF with Adobe reader dc Continuous.
The post you shared is totally different as we have the issue on Adobe reader and not on Azure Information Protection.
The only solution so far is to remove AIP for adobe then Acrobat reader, reinstall acrobat reader then AIP but this is not a good workaround. It's time consuming.
FYI, the option "enable protected mode" is untick.
It happens on everycomputers which tries to open any protected pdf files..

[ls_rbls · Accepted solution]

You're welcome and thank you for updating this thread with your feedback.

It may be possible that a bug has not been addressed yet. You may use the bug report form linked below so Adobe can take a closer look at this issue:

• https://www.adobe.com/products/wishform.html

[thomas22332129jmst]

Ok I will create it. Do you have any ideas how we can troubleshoot it for the moment ?
FYI If we uninstall it & re-install both componants it will works.

[ls_rbls · Accepted solution]

Did you get any errors during the installtion?

I am thinking that , maybe, the issue is related to security patches.

Maybe this troubleshooting guidelines is relevant: 

• https://www.adobe.com/devnet-docs/acrobatetk/tools/DesktopDeployment/aip.html#aip-troubleshooting

• https://helpx.adobe.com/acrobat/kb/mip-plugin-download.html

[thomas22332129jmst]

Hello thank you for the update, unfortunately I did not see any errors when installing both application.

[Juho23487169s3td · Accepted solution]

Hi

We had system out of memory issue and I found out, that with enhanced security enabled mode Adobe seems to be clogging registries. Every time protected mode is confirmed for the pdf, Adobe seems to store values to registry "TrustManager" section to various sections. In long run, depending on usage of pdf there will be huge amounts of rows which gradually slows down the usage of pdfs and finally denies it.

Another source of clogging is, that adobe stores in appdata folder .bpm files of opened documents. Amount of these will also gradually increase.