Participating Frequently

Answered

523:523 Error since update to 2019.021.20047

Forum|Forum|6 years ago
October 16, 2019
3 replies
13099 views

Hello,

Since updating to 20047 this morning, I am getting the 523:523 error when trying to view a pdf in Internet Explorer and other applications that attempt to Preview the PDF. I work in IT for an agency with over 1,500 users and we are getting a large amount of calls from users who also updated to 20047 since its release yesterday. I looked at the known issues page for the update and saw my issue was not listed.

Thanks,

Jaimee

This topic has been closed for replies.

Correct answer AnandSri

We unloaded Trend and it worked with "Protection Mode at Startup" checked. We contacted Trend and they said Adobe will be able to provide us with the exclusion list... May I have the exclusion list?

Acrobat.exe and AcroRd32.exe need to be added for whitelist.

Please let us know how it goes.

Thanks.

Anand Sri

E

EdRichards38

Participant

Hello, I've been getting the 523:523 and/or the 507:507 error message every time I tried to access/read pdf files with my insurance company online in the last day. Saw this answer by AnandSri about adding Acrobat.exe and AcroRd32.exe for the whitelist. I'm an old, non-computer-literate person and have NO idea what that means. How do I do that?

AnandSri

Community Manager

Hi Jaimees,

We're sorry for the trouble and thank you for reporting this issue. For further investigation, would you mind sharing more details about the affected machines:

What is the version of the operating system?
What is the version of IE?
Any security software installed and what is the version?
Collect the process monitor log of the affected machine, download the Process Monitor, run it, reproduce the issue.
Save the log files, upload it to the Document Cloud storage
Share the file in the direct/private message. Click on the message icon on the top right corner near your profile icon and share the log file link.

Thanks,

Anand Sri.

jaimees67445134Author

Participating Frequently

Windows 10, IE 11, and Trend Micro Apex One. How do I collect the process monitor logs?

jaimees67445134Author

Participating Frequently

Acrobat.exe and AcroRd32.exe need to be added for whitelist.

Please let us know how it goes.

Thanks.

Anand Sri

Thank you so much Anand! We added C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AcrRD32.exe and C:\Program Files (x86)\Adobe\Acrobat DC\Acrobat\Acrobat.exe to our Trusted Programs List and it solved the issue. We appreciate your help!

S

svis_ghz

Participant

An older thread (here) says this was solved by "Turning off Reader Protected mode by clearing the Enable Protected Mode at startup choice in Secuirity (Enhanced)"

jaimees67445134Author

Participating Frequently

Thank you for your response! I did research prior to posting and found the same solution and it worked, however isn't it beneficial to use "Protected Mode at Startup" for its sandbox feature? It seems like this should be considered a bug and be fixed by Adobe. I also had a user report that they did uncheck the "Enable Protected Mode at Startup" option but it automatically came back on. Is there a way I can install the previous version of Adobe Reader?

https://helpx.adobe.com/reader/using/protected-mode-windows.html

S

svis_ghz

Participant

Of course you can install the old version. Just make sure you disable all possible ways to update the software. I know there is a Windows Service and some Tasks in the Task Scheduler, since those will try to update Reader again. Good luck!

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