Acrobat Reader crashes if you close it before it can display the upsell message

[Pascal36922590ko4c]

We're having the problem at one customer, if they open a PDF file directly and close it shortly afterwards, so that the upsell message 

has no time to pop up, then the app crashes. If you start the app first and choose a PDF file to open and close it before the upsell message apears, then the app doesn't crash. I tried to disable the upsell message with the registry key HKLM\SOFTWARE\WOW6432Node\Policies\Adobe\(product name)\(version)\FeatureLockDown bAcroSuppressUpsell from here:

https://www.adobe.com/devnet-docs/acrobatetk/tools/PrefRef/Windows/index.html but it won't work and the message still appears. Am I using the wrong registry key? Is this issue known? The system is a terminal server environment with a Windows Server 2016 and Acrobat Reader 

Any help is appreciated.

Best regards,

Joël Schöni

[Meenakshi Negi]

Hi Pascal36922590ko4c,

Thank you for reaching out and reporting this.

Please share the process dumps so we can share them with the team for investigation. You may collect the process dumps using the steps suggested here: https://adobe.ly/3xSl7OA.

Thanks,

Meenakshi

[Pascal36922590ko4c]

I couldn't add the.dmp files directly because it isn't supported, so I generated a OneDrive Link:

Adobe

[Andreas37051451g47p]

Same problem on our computers

[thomas368514039nzy]

Try this, Click the hamburger menu ( 3 lines ) at the upper left corner and choose Disable new Acrobat.

[Andreas37051451g47p]

thank you so much thomas! you saved my day 🙂

[Pascal36922590ko4c]

Hi Thomas

Thanks for your input. This gets rid of the symptom. Now I'm looking for a way to do this via GPO, because if I change this setting on the terminal server, it doesn't change it for all users. I found this:

https://community.adobe.com/t5/acrobat-reader-discussions/how-to-disable-new-acrobat-reader-using-re...

[Pascal36922590ko4c]

Found the solution, but Adobe probably won't like it:

HKLM:\SOFTWARE\WOW6432Node\Policies\Adobe\Acrobat Reader\DC\FeatureLockDown

DWORD bEnableAV2Enterprise Value 0

This turns the modern view off and Trial Popup doesn't show.

I think I first put the Registry in the wrong node, that's why it didn't work. Thanks all for the tips