SAP GUI for Windows crashing in Adobe Acrobat DC (2015) 15.006.30417

[misd60165532]

We are on SAPGUI 7.40 patch 16 Hotfix 1 but have been having this issue with previous versions of 7.40 also.  We've had this issue for a while and through working with SAP support and using the ADPlus utility we determined it is a problem associated with EScript.  The stack trace looks like:

WARNING: Frame IP not in any known module. Following frames may be wrong.
1356d9b8 5ea149a5 5ea149a9 5ea29770 00000000 0x1
1356da30 626c3eb7 1356dbb8 7817a54b 00000001 Updater+0x49a5
1356db6c 626c3d72 1356db8c 1356dbb8 7817a583 Acrobat+0x93eb7
1356dba4 604f6ab7 6067c6d8 1356dbb8 10ca2cf8 Acrobat+0x93d72
1356dbc4 62dc535f 103f72a0 7817a20f 0ab3aa70 EScript+0x46ab7
1356dc28 62851e59 1356dca0 10e97bd0 7817a2a3 Acrobat+0x79535f
1356dc84 626c3eb7 1356dca0 7817a3e7 1dee5ed8 Acrobat+0x221e59
1356ddc0 626c3d72 1356dde0 00000000 7817a3df Acrobat+0x93eb7
1356ddf8 62dc3717 638093c0 00000000 626c911e Acrobat+0x93d72
1356de48 626c8a95 0000089e 7817a097 0000089e Acrobat+0x793717
1356deb0 626c88cd 7817a0ff 6265e956 178269f0 Acrobat+0x98a95
1356ded8 6265ede0 000004d3 00000000 00060848 Acrobat+0x988cd
1356deec 7765e0bb 00060848 00000113 000004d3 Acrobat+0x2ede0
1356df18 77668849 6265e956 00060848 00000113 user32!_InternalCallWinProc+0x2b
1356df3c 7766b145 00000113 000004d3 00000000 user32!InternalCallWinProc+0x20
1356e00c 776590dc 6265e956 00000000 00000113 user32!UserCallWinProcCheckWow+0x1be
1356e078 77658c20 48c490d5 1356e314 6299b6d8 user32!DispatchMessageWorker+0x4ac
1356e084 6299b6d8 1356e0b8 78179d33 00000000 user32!DispatchMessageW+0x10
1356e314 6299b750 10b80618 1356e33c 62997391 Acrobat+0x36b6d8
1356e320 62997391 00000001 107c3aa8 63924638 Acrobat+0x36b750
1356e33c 629a11db 00000001 78179d53 107c3aa8 Acrobat+0x367391
1356e374 629a1d4e 107c3aa8 78179d87 13c20001 Acrobat+0x3711db
1356e3a0 629a0206 13c20001 63924638 0000283b Acrobat+0x371d4e
1356e410 62883e6f 13c20001 63924638 0000283b Acrobat+0x370206
1356e444 62887bfc 00000001 13c20001 10bef4e8 Acrobat+0x253e6f
1356e4b0 6288cb36 1742c11c 1742c0e0 1356e5ac Acrobat+0x257bfc
1356e4c0 6295cbd7 1742c11c 1742c0e0 636f1f7c Acrobat+0x25cb36
1356e5ac 6295bb7a 10bef4e8 00000000 1356e610 Acrobat+0x32cbd7
1356eb80 6295e471 10bef4e8 00000000 1356ec18 Acrobat+0x32bb7a
1356ebb8 62db2ba0 10bef4e8 1356ec18 10bef4e8 Acrobat+0x32e471
1356ebd4 62cf7da7 10bef4e8 1356ec18 7817921b Acrobat+0x782ba0
1356ec3c 615d1c61 10bef4e8 e8f3efc2 10bef4e8 Acrobat+0x6c7da7
1356ec7c 62cf4e0f 10bef4e8 17fed550 1356ec9c AcroForm+0x3f1c61
1356ec8c 62d1afe0 10bef4e8 00000000 1356ecec Acrobat+0x6c4e0f
1356ec9c 62ff5514 00000000 1100e84c 62d3cfc3 Acrobat+0x6eafe0
1356ecec 62d3e830 1100e84c 00000000 78179317 Acrobat+0x9c5514
1356ed30 62d4a49e 1100e84c 78179347 00000000 Acrobat+0x70e830
1356ed60 6271f363 000003e3 1dd858a4 00000000 Acrobat+0x71a49e
1356f018 62ff7244 000003e3 1109ab08 1dd858a4 Acrobat+0xef363
1356f054 62f92c60 17eeb844 00000000 1109ab08 Acrobat+0x9c7244
1356f0bc 62f927cf 17eeb844 78178f73 00000000 Acrobat+0x962c60
1356f154 62d466ec 0000000b 0000000f 00000001 Acrobat+0x9627cf
1356f1b8 62d4659f 0000000b 0000000f 00000001 Acrobat+0x7166ec
1356f1fc 62d4c6d8 00000064 0000001a 00000001 Acrobat+0x71659f
1356f228 626ad61a 00000001 001a0064 17475568 Acrobat+0x71c6d8
1356f248 626ad217 00000201 00000001 001a0064 Acrobat+0x7d61a
1356f264 7765e0bb 00060864 00000201 00000001 Acrobat+0x7d217
1356f290 77668849 626ad17a 00060864 00000201 user32!_InternalCallWinProc+0x2b
1356f2b4 7766b145 00000201 00000001 001a0064 user32!InternalCallWinProc+0x20
1356f384 776590dc 626ad17a 00000000 00000201 user32!UserCallWinProcCheckWow+0x1be
1356f3f0 77658c20 48c490d5 1356f470 626c82ad user32!DispatchMessageWorker+0x4ac
1356f3fc 626c82ad 1356f420 78178a57 63e40f30 user32!DispatchMessageW+0x10
1356f470 626c810c 78178a8f 63e40f30 174c0278 Acrobat+0x982ad
1356f4a8 626592e9 78178b37 640a6ede 10392c20 Acrobat+0x9810c
1356f510 626594a0 62630000 00000000 10392c20 Acrobat+0x292e9
1356f530 6471779a 62630000 00000000 10392c20 Acrobat+0x294a0
1356fcc8 77108654 1daa4daa 77108630 243b4376 AcroPDFImpl+0x3779a
1356fcdc 77e34a77 1daa4daa 05b870c6 00000000 kernel32!BaseThreadInitThunk+0x24
1356fd24 77e34a47 ffffffff 77e59f16 00000000 ntdll!__RtlUserThreadStart+0x2f
1356fd34 00000000 64717442 1daa4daa 00000000 ntdll!_RtlUserThreadStart+0x1b

SYMBOL_STACK_INDEX: 1

SYMBOL_NAME: Updater+49a5

FOLLOWUP_NAME: MachineOwner

MODULE_NAME: Updater

IMAGE_NAME: Updater.api

DEBUG_FLR_IMAGE_TIMESTAMP: 5a74c35a

STACK_COMMAND: ~40s; .ecxr ; kb

FAILURE_BUCKET_ID: SOFTWARE_NX_FAULT_c0000005_Updater.api!Unknown

BUCKET_ID: APPLICATION_FAULT_SOFTWARE_NX_FAULT_BAD_IP_Updater+49a5

SAP says it is an Adobe issue - not SAP GUI.  Any ideas?

Kind regards,

James

[AnandSri]

Hello James,

We apologize for the inconvenience caused, as per the description above, the SAP GUI for Windows is crashing in Acrobat Pro DC 2015, Is that correct?

Would you mind sharing the complete workflow you take to determine the crash issue along with a screenshot of the error? To share the screenshot, refer to https://forums.adobe.com/docs/DOC-7043#jive_content_id_How_do_I_attach_a_screenshot

Also, share the version of Windows installed?

Please try repairing the Acrobat from help>repair installation, reboot the machine and see if this brings any difference.

If the issue persists, please use Acrobat cleaner tool to remove Acrobat Download Adobe Reader and Acrobat Cleaner Tool - Adobe Labs

Reboot the machine and install Acrobat from Download Pro or Standard versions of Acrobat DC | Non-subscription

If possible, try Acrobat in a different test user profile with full admin rights and let us know how it goes.

Regards,

Anand Sri.

[misd60165532]

Thanks!

User is working in SAP and viewing an image via SAP SDV transaction - and occasionally all SAP sessions including the original SAP Logon pad screen all disappear suddenly.  It is not possible to get a screen shot.  There is no error message usually.  SAP support had us run the previously mentioned Microsoft utility ADPlus to debug the issue.  In that case we start the utility and it captures what was occurring when SAP sessions crash.

We are running Windows 10 Enterprise version 1709 OS Build 16299.309 (64 bit).

We have rebuilt the PC twice and additionally reinstalled Adobe and that has made no difference.

We will try the different user profile suggestion.  Thanks again.

If you have any other suggestions please let me know - otherwise I will update this when we have anything new to add.

[AnandSri]

Hello Misd,

Let us know how it goes in a different user profile.

Regards,

Anand Sri.

[mirelas86647312]

Greetings All,

I am running into a similar issue when displaying Adobe forms using SAP GUI 7.50, Patch Level 4. This appears to be an issue related to the Adobe software.

Could you please share information on how to resolve this issue. Any help will be greatly appreciated.

Bets regards,

Mirela

[martinz15503663]

I am getting now same error... I installed adobe reader PRO DC on 2 computers with same windows 10 PRO 1803. With same version of SAP GUI 7.40 . One is without issue, second crash sap everytime, when user want to save as PDF... Before we were using free adobe reader DC and it was working without issue... I still didnt find solution

[ninad_apsingekar]

The Error i am getting is very much similar to martinz15503663. I installed Adobe acrobat Pro DC (2018.011.20055) on my computers with windows 10 Enterprise 1607. With patch level 8 of SAP GUI 7.40 .  The SAP GUI crash sap every time, when user want to edit / preview any PDF... Before we were using Adobe reader DC and it was working without issue... @Adobe: Please help us with a solution as soon as possible.

[AnandSri]

Hi,

We're sorry for the delayed response and inconvenience caused. If you are still experiencing the issue, I will request you to contact the Acrobat technical support so that they can schedule a remote session to investigate more and can assist you in a better manner Contact Customer Care

Thanks,

Anand Sri.

[ninad_apsingekar]

Hi Anand Sri,

Thank you for the reply. Yes I am still facing the issue . I will contact Acrobat technical support to seek help on this one .

Thank you,

--

Ninad Apsingekar,

[Personal info removed by Mod: Phone number, email, address]

[Alicia_SAP]

Hi Anand Sri,

Did you find a solution to this problem?

Thank you,

Alice F.

[JAllen22]

Has there been a solution for this issue? We are experiencing similar behavior with SAP GUI 7.50. SAP will crashing completely without notice.

[Travis5E5D]

We are having exact same issue seems like.  In our SAP GTS environment when we display a document users with Adobe Pro DC the GUI crashes with no error message and boots you out but users with Adobe Reader do not have the issue.  Any suggestion or resolution?

[Brandon5FB9]

I'm having this exact same issue now.  Multiple users with Acrobat DC pro, latest version, are having the exact crashes described above when attempting to view documents through the SAP GUI.  I have tested this with SAP GUI 7.5 and the latest version of SAP GUI 7.6 patch 8 (I believe it is).  When just using Reader and NOT having pro installed it works great, but these users need pro to be able to update some of the documents.  This is causing a major problem.

We have even tested with multiple different Windows 10 patch/update levels to ensure that it wasn't a windows caused issue.

It started approximately 2 weeks ago out of the blue with no real changes to the user laptops.  I'm guessing that an auto update for adobe came through and caused the problem.

[Travis5E5D]

Brandon we were able to resolve the issue by installing the Free Adobe Reader DC version for the folks that only had Adobe Pro DC and this resolved the issue.  So they now have both Adobe Pro and Reader installed on their machines.

[Brandon5FB9]

Unfortunately, that's how we had these users originally setup.  They were working just fine with reader as default and pro for editing until about 2 weeks ago when the crashes started happening.  IT didn't touch their laptops.  

Once we remove pro from the laptops the crashes stop, and when we install it again the crashes start back up.

I'm at a loss as to what to do other than to start looking at another PDF editing application unless adobe support can help.

thanks for your response Travis

[ls_rbls]

What happens if you disable the Internet Explorer integration from Acrobat Pro DC?

And set as default the new MS Edge browser which is a Chrome based web browser?

Has anyone tested with this?

[Hotriscu]

Please note that today SAP issued the following note; the issue was reported with Adobe.

OSS Note: 2992664

https://launchpad.support.sap.com/#/notes/2992664

This SAP OSS note will be updated with solution, once provided.

Thanks.

[dalea72953627]

Any updates from Adobe on a possible fix for this issue??

[ls_rbls]

what results do you get if instead of running ADPlus you use Full User-Mode Dumps instead?

https://docs.microsoft.com/en-us/windows-hardware/drivers/debugger/user-mode-dump-files#:~:text=A%20....

[patrickk89409801]

Adobe released a new Patch/Fix for that Problem

https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/continuous/dccontinuousnovember202...

[patrickk89409801]

Fix
https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/continuous/dccontinuousnovember202...

[AnandSri · Accepted solution]

Hi All!

Thanks for your patience and cooperation on this. An update continuing the fixed is available now for Acrobat & Reader. Please install the latest patch from the help menu of Acrobat/Reader > select check for updates. Reboot the machine if possible and check. 20.013.20066 Optional update, Nov 23, 2020 (Windows Only)

You can manually download and install the patch from the Release Notes.

Thanks,

Anand Sri.

[Jeremy5EB6]

That patch did not work for us I called Adobe support and they said to keep watching this form because the issue was still not showing resolved on Adobe side.

[defaultcdhdo5wpie3k]

This issue has pop back up for us as well. We experiences this issue back in November of 2020. The update provided by Adobe worked at that time but the issue has come back again. No changes to our SAP GUI, no changes to the windows machines other than standard Windows updates. This is a Adobe DC Pro issue as just like before if you remove the application from the machine and just leave Reader it works flawlessly. The moment Pro is introduced back on the systems the crashes start again. I've tried all of the steps that were provided to me last go around and nothing is working. Has anyone else seen this issue pop back up for any of their users?