Raise without Handler Error when combining PDFs from File Explorer

[MrDigitFace]

I have a user who is receiving the raise without handler error when trying to combine pdfs in File Explorer, which also causes File Explorer to crash. I have tried completely uninsalling and reinstalling using the Acrobat cleaning utility, as well as trying to run EULA.exe and reaccept the EULA. The EULA fix works temporarily but there seems to be some issue witht he PDF being open in the preview pane then trying to combine, as it triggers this error again. If I disable the preview pane and restart Adobe and File Explorer the issue goes away, but it is very inconvenient that both features cannot be used at the same time. Has anyone  run into this issue before or have an explanation for why the preview pane in W10 File explorer is causing issues with the pdf combine feature in Acrobat?

[Amal.]

Hi @MrDigitFace 

Hope you are doing well and sorry to hear that.

What is the version of the Acrobat DC you are using? To check the version go to Help > About Acrobat and make sure you have the recent version 23.01.2017x  installed. Go to Help > Check for updates and reboot the computer once.

Also, check for any pending updates of Windows from Control Panel, install the updates and reboot the machine, Then try launching Adobe Reader and check.

Regards

Amal

[2aCAD]

Hi, we have the same problem in explorer (Win 11) and latest Acrobat. This error is reproducable, if file preview from explorer is activated.  

[Amal.]

Hi there

Have you started experiencing this issue recently?

What is the version of the Acrobat DC you are using? To check the version go to Help > About Acrobat and make sure you have the recent version 24.02.20687 installed. Go to Help > Check for updates and reboot the computer once and see if that works.

~Amal

[2aCAD]

Yes we have the problem since change from Win10 to Win11. But I can't say exactly if that the reason. The affected user had enabled the file preview in explorer and I can't say since which date. The installed acrobat is latest 24.02.20687

[Amal.]

Hi there

Would you mind sharing a small video recording of the steps and the issue for more clarity?

Also, collect the Adobe CC logs https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html , Procmon logs (Win Only) https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html and share them via any cloud storage. Just upload the log file to the cloud and generate the link and share that link with us for further investigation.

Regards
Amal

[2aCAD]

Hi, here the sample video in Win11 with enabled file preview 

[bp4ES7]

One of my users is also seeing this error, although the error is 'new' as of a week or so ago.

• WHEN: Monday of last week (04/15/24).
  • user reported that "it was fine a couple of days ago".
• WHAT: "Raise Without Handler!"; Quitting, message box. 
  • Adobe Acrobat (Acrobat.exe)
    
    • Continuous Release: v. 24.2.20687.0 | 64-bit
    • Core: v.24.512 | 64-bit
      
      
• OBSERVATIONS:
  • user DOES have the 'Preview' pane in use
  • user can support their assertion that "it always worked before", signaling (to me) that the issue might stem from recent Adobe &/or Windows Update(s), et al.
    • Reinforcing this assumption, Version: 24.2.20687.0 was a pushed update on 04/10/24.
  • Acrobat, upon reproduction of issue (combining PDFs), will consistently begin increasing in resource and CPU usage, until ~8GB RAM & 100% CPU respectively.
  • issue appears to have significant impact on user's normal workflow and output.
    
    
• MITIGATIONS:
  • Used Adobe Enterprise Removal Tool
    • Confirmed all [offending/previously known] registry entries expunged.
    • Offline-ETL of Registry Hive: removed all additional 'residue' (orphans -- 1 existed)
  • Utilized additional, low-level 'grep', post-removal, via external hard drive enclosure
  • Sanity Check | No other PDF editors have existed on asset
  • Sanity Check | No policy or explicit protection enabled.
• REMEDIATIONS:
  • Disabling the *preview pane via conventional Explorer 'View' selection remedies issue immediately, but of no help for user, as efficiency is contingent upon its functionlity.
    • Library De-registration/Re-Registration yields no difference in behavior. 
      
      
• CITATIONS/ETC:
  *preview pane
  Library Filename: pdfprevhndlr.dll
  Library REG Path: HKEY_CLASSES_ROOT\CLSID\{DC6EFB56-9CFA-464D-8880-44885D7DC193}​
  

[Amal.]

Hi @bp4ES7 

Thanks for sharing the information, however, we would also require the logs as requested earlier for further investigation of the issue.

~Amal

[defaultgydtd479jh34]

I am having the same issues 

[Jason34095979n5fy]

I also have a client with the exact same issue and led me to this post - This appears to be a bug in the v. 24.2.20687.0 version as my client is running the same version.

[defaultgscdfe1av7s2]

We have this exact same issue. Hours on the phone with Adobe support have yielded no results.

[bp4E$T]

Amal,

Your message fell through the cracks.  Please find the following in annex:

• LOG ID: 120c3977-03fb-4ed0-b806-96d455f1fa88
• ZXP: AdobeLogs_20240425_054135_122-win-GS.zxp

[bp4ES7]

Amal,

Your message fell through the cracks.  Please find the following in annex:

• LOG ID: 120c3977-03fb-4ed0-b806-96d455f1fa88
• ZXP: AdobeLogs_20240425_054135_122-win-GS.zxp

[Amal.]

Hi @bp4ES7 @bp4E$T 

Thank you for sharing the logs. could you also please share a small video recording of the workflow/steps you are doing and getting this error for more clarity?

~Amal

[bp4ES7]

@Amal. 

Please see attached.

[Amal.]

Hi there

Thanks for sharing the details.

We have shared them with our engineering team for review.

We will share the update as soon as we get any information.

Thanks for understanding.

~Amal

[Jorge31427390vsj7]

What I've done in the past is install another PDF viewer (e.g. Foxit), and attempt to have it set as the previewer during install. I am scheduling some maintenence time to try this again. This mostly works... Until the next adobe update swaps the preview handler again. I haven't found a way to force the preview handler to stick. I've tried registry and GPO, but so far no luck.

Ideally the preview handler would stick to the alternate reader, while PDF handling would stick to Acrobat.

[Amal.]

Hi there,

This issue is already being worked on, the fix will be available in the future updates.

Thanks for your understanding.

~Amal

[Zachary23321337z8vo]

has there been an update that fixes this issue? reinstalled multiple times with adobe support and we finally stopped getting the error only to have it appear again today.

[Amal.]

Hi there

It is still work under progress. The fix will be available in the future release.

Thank for your time and patience.

~Amal

[Yohan37739004iwtv]

any update if this the fix was release?

[Tony287327907zu1]

Waiting on this as well.... Have multiple users experiencing this issue.

[bp4E$T]

Here is what I did for my user(s):

1.  Install: PowerToys per/user or globally.  Ensure you select the correct -bit type for your/user's machine.
2.  Enable the “Enable PDF (.pdf) preview” setting (under File Explorer Addons) in the PowerToys window.
3.  Reboot
   
   Cheers!

[Andrew37094948vtk6]

Same issue here, and on the same Adobe version, confident this is a bug now. Version: v. 24.2.20687.0 32 bit

Interestingly, after dismissing the initial error and attempting to combine the same files again it is successful!

Can't tell users that they have to "combine" twice for it to go through. Need Adobe to recognize and update with fix.