There is a problem with Acrobat/Reader. If it is running, please exit and try again. (10:10)

[pauld97009311]

Hello all,

After updating  Adobe Reader DC  to version 21.005.20048. I am unable to open PDFs  in IE.

Error: There is a problem with Acrobat/Reader. If it is running, please exit and try again. (10:10)

Is this a known issue for Windows 7/10 or is there a fix?

[MeenakshiNegi · Accepted solution]

Hello!

Thank you for reporting this and sorry for the trouble.

Please try to repair the application installation. In the Application go to Help > Repair installation.

Reset the application preferences using the steps provided in the following help link: https://community.adobe.com/t5/acrobat/how-to-reset-acrobat-preference-settings-to-default/td-p/4792... 

If the above steps didn't help, try disabling the protected mode in the application preferences and check if that helps. To disable the Protected Mode:

1. Open the application and go to Edit > Preferences > Security (Enhanced)

2. Uncheck the box for "Enable Protect mode".

Let us know how it goes.

Thanks,

Meenakshi

[kapilb92935090]

Please share these logs so that we can check and assist you further.

Create the highlighted path if not present.

• [HKEY_CURRENT_USER\SOFTWARE\Adobe\Adobe Acrobat\20.0\BrowserLogging]
• "bEnableBrowserLogging"=dword:00000001

• [HKEY_CURRENT_USER\SOFTWARE\Adobe\Adobe Acrobat\21.0\BrowserLogging]
• "bEnableBrowserLogging"=dword:00000001

• [HKEY_CURRENT_USER\SOFTWARE\Adobe\Acrobat Reader\20.0\BrowserLogging]
• "bEnableBrowserLogging"=dword:00000001

• [HKEY_CURRENT_USER\SOFTWARE\Adobe\Acrobat Reader\21.0\BrowserLogging]
• "bEnableBrowserLogging"=dword:00000001

Note: Please just check before sending the logs that "CAcroAXDocShim" is present in the logs

Download debugview.exe from https://technet.microsoft.com/en-us/library/bb896647.aspx   

1. Run DebugView, keep it opened.
2. Go to DebugView→ Options→ Check "Clock Time" and "Show milliseconds".
3. Clear Debug View logs using "Edit->Clear Display" or CTRL+X
4. Open PDF in IE(or web app) using current workflow till customer gets the error. Please note the time(PC time) you get error/hang/crash and mention it while providing logs.
5. Exit IE/Web app.
6. Save logs in DebugView. (Use save as, because DebugView sometimes overwrites the logs)
7. Exit DebugView.
8. Send the logs.
9. Run browserloggingremove.reg to remove registry entries.

Please share the above logs so that we can test and share the analysis.

[kapilb92935090]

To investigate this issue further we would require the browser logs. Here are the steps for the same.

Please have the following registry created if not present on the system to capture the logs.

• [HKEY_CURRENT_USER\SOFTWARE\Adobe\Adobe Acrobat\20.0\BrowserLogging]

"bEnableBrowserLogging"=dword:00000001

• [HKEY_CURRENT_USER\SOFTWARE\Adobe\Adobe Acrobat\21.0\BrowserLogging]

"bEnableBrowserLogging"=dword:00000001

• [HKEY_CURRENT_USER\SOFTWARE\Adobe\Acrobat Reader\20.0\BrowserLogging]

"bEnableBrowserLogging"=dword:00000001

• [HKEY_CURRENT_USER\SOFTWARE\Adobe\Acrobat Reader\21.0\BrowserLogging]

"bEnableBrowserLogging"=dword:00000001

Download debugview.exe from https://technet.microsoft.com/en-us/library/bb896647.aspx   

1            Run DebugView, keep it opened.

1. Go to DebugView→ Options→ Check "Clock Time" and "Show milliseconds".
2. Clear Debug View logs using "Edit-> Clear Display" or CTRL+X
3. Open PDF in IE(or web app) using current workflow till you get the error. Please note the time(PC time) you get error/hang/crash and mention it while providing logs.
4. Exit IE/Web app.
5. Save logs in DebugView. (Use save as because DebugView sometimes overwrites the logs)
6. Exit DebugView.

Note: Please just check before sending the logs that "CAcroAXDocShim" is present in the logs

Please share the logs.

[pauld97009311]

The below log as requested. 

00000001 12:26:35.483 PM [8300] [ACTWinBrowser] ACTSideInit
00000002 12:26:35.483 PM [8300] [ACTWinBrowser] CreateBrowserMessageWnd
00000003 12:26:35.483 PM [8300] [ACTWin] CreateTransportOrSenderWindowWithName
00000004 12:26:35.483 PM [8300] [ACTWin] Created Window[ACTWndProc] = 0x001003F4 (_acroS_win )
00000005 12:26:35.483 PM [8300] [ACTWin] CreateTransportOrSenderWindowWithName save old GWLP_WNDPROC Transport
00000006 12:26:35.483 PM [8300] [ACTWinBrowser] ACTSideInit Create Acrobat Launch Thread
00000007 12:26:35.483 PM [8300] sizeof(_t_ASMBlock) = 100
00000008 12:26:35.483 PM [8300] sizeof(Uns32) = 4
00000009 12:26:35.483 PM [8300] [ACTWinBrowser] LaunchAcrobatThreadProc
00000010 12:26:35.483 PM [8300] sizeof(HANDLE) = 4
00000011 12:26:35.483 PM [8300] [ACTWinBrowser] LaunchAcrobat
00000012 12:26:35.483 PM [8300] sizeof(Handle32) = 4
00000013 12:26:35.483 PM [8300] sizeof(void*) = 4
00000014 12:26:35.483 PM [8300] CAcroAXDocShim(617d738)::StartProgress
00000015 12:26:35.483 PM [8300] [AcroAXDocShim] CAcroAXDocShim::StartProgress set bytes 0
00000016 12:26:35.483 PM [8300] CAcroAXDocShim(617d738)::CreatePDFXInstance
00000017 12:26:35.483 PM [8300] INFO blessedAppPath = C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AcroRd32.exe
00000018 12:26:35.483 PM [8300] PDFXInstanceCreate
00000019 12:26:35.483 PM [8300] INFO sandboxing OFF
00000020 12:26:35.483 PM [8300] [616fae0] instance created
00000021 12:26:35.483 PM [8300] [AcroAXDocShim] CreatePDFXInstance increment Object count ++
00000022 12:26:35.483 PM [8300] [AcroPDFImpl] UpdatePerProcessObjectCount inc = 1 Object count = 1
00000023 12:26:35.483 PM [8300] [AcroPDFImpl] CAcroPDFModule::AddToDocShimList
00000024 12:26:35.483 PM [8300] CAcroAXDocShim(617d738)::PrepNewBinding (REF)
00000025 12:26:35.483 PM [8300] CURLBindingCallbacks(d611b0)::CURLBindingCallbacks
00000026 12:26:35.483 PM [8300] [ACTWinBrowser] UseOutOfProcForIE_EPM useOutOfProc = 0 PMEM = 0 Isolation64bit = 0 isForceEPM = 0, isInAppV = 0
00000027 12:26:35.483 PM [8300] [BrowserIntegrationWin] CheckBrowserRegistryValue key checked = bEWHRequestAbortHandlingEnabled default value = 0 return = 0
00000028 12:26:35.483 PM [8300] [ACTWinBrowser] UseOutOfProcForIE_EPM useOutOfProc = 0 PMEM = 0 Isolation64bit = 0 isForceEPM = 0, isInAppV = 0
00000029 12:26:35.483 PM [8300] [AcroAXDocShim] CAcroAXDocShim(617d738)::PrepNewBinding URL = http://h10032.www1.hp.com/ctg/Manual/c06181681.pdf
00000030 12:26:35.483 PM [8300] [AcroAXDocShim] CAcroAXDocShim(617d738)::PrepNewBinding norm URL = http://h10032.www1.hp.com/ctg/Manual/c06181681.pdf
00000031 12:26:35.483 PM [8300] [AcroAXDocShim] CAcroAXDocShim::PrepNewBinding push back new binding
00000032 12:26:35.483 PM [8300] [AcroAXDocShim] RegisterBindStatusCallback SUCCESS (REF)
00000033 12:26:35.483 PM [8300] [AcroAXDocShim] CAcroAXDocShim(617d738)::StartBinding
00000034 12:26:35.483 PM [8300] CURLBindingCallbacks(d611b0)::GetBindInfo
00000035 12:26:35.483 PM [8300] CURLBindingCallbacks(d611b0)::OnStartBinding
00000036 12:26:35.483 PM [8300] [BrowserIntegrationWin] GetModuleStatus IsAcrobat=0 IsReader=1
00000037 12:26:35.483 PM [8300] CAcroAXDocShim(617d738)::MarkThisBindingAsRunning (REF)
00000038 12:26:35.483 PM [8300] CURLBindingCallbacks(d611b0)::GetServerInfo
00000039 12:26:35.483 PM [8300] [URLBinding] CURLBindingCallbacks GetServerInfo accepts byte range requests
00000040 12:26:35.483 PM [8300] [BrowserIntegrationWin] CheckBrowserRegistryValue key checked = bAllowByteRangeRequests default value = 1 return = 1
00000041 12:26:35.483 PM [8300] [URLBinding] IsByteRangeRequestAllowed 1
00000042 12:26:35.483 PM [8300] [ACTWinBrowser] ACTIsUsingOutOfProcHack return = 0
00000043 12:26:35.483 PM [8300] CAcroAXDocShim(617d738)::ReportProgress
00000044 12:26:35.483 PM [8300] INFO version = 21.5(.20048.43252)
00000045 12:26:35.483 PM [8300] [AcroAXDocShim] CAcroAXDocShim(617d738)::NumRunning = 1
00000046 12:26:35.483 PM [8300] [ACTWinBrowser] LaunchAcrobatInOrOutProc out-of-proc = 0
00000047 12:26:35.483 PM [8300] [AcroAXDocShim] CAcroAXDocShim::ReportProgress 0 B of 236.60 KB
00000048 12:26:35.483 PM [8300] TabProcGrowth: Not found
00000049 12:26:35.483 PM [8300] [URLBinding] CURLBindingCallbacks::OnStartBinding return OK
00000050 12:26:35.483 PM [8300] TabShutdownDelay: Not found
00000051 12:26:35.483 PM [8300] CURLBindingCallbacks(d611b0)::OnProgress
00000052 12:26:35.483 PM [8300] [URLBinding] IBindStatusCallbackAcroImpl<CURLBindingCallbacks>::OnProgress BINDSTATUS_BEGINDOWNLOADDATA
00000053 12:26:35.483 PM [8300] [ACTWin] IsRunningInIEEPMAppContainer 0
00000054 12:26:35.483 PM [8300] CURLBindingCallbacks(d611b0)::OnProgress
00000055 12:26:35.483 PM [8300] IsRunningInAppContainer = FALSE
00000056 12:26:35.483 PM [8300] [URLBinding] CURLBindingCallbacks::OnProgress 14
00000057 12:26:35.483 PM [8300] INFO bOutOfProc = FALSE
00000058 12:26:35.483 PM [8300] [ACTWinBrowser] LoadAcrobatDLL
00000059 12:26:35.483 PM [8300] CURLBindingCallbacks(d611b0)::OnDataAvailable
00000060 12:26:35.483 PM [8300] CURLBindingCallbacks::PushToAcrobatProc
00000061 12:26:35.483 PM [8300] [ACTWinBrowser] LoopWaitingForEWHTransportWindow bOutOfProc = 0
00000062 12:26:35.483 PM [8300] [URLBinding] CURLBindingCallbacks::PushToAcrobatProc callback type = 1
00000063 12:26:35.483 PM [8300] [URLBinding] CURLBindingCallbacks::PushToAcrobatProc opening stream in REQUESTCB_STARTED
00000064 12:26:35.483 PM [8300] [ACTWinBrowser] LoadAcrobatInProc
00000065 12:26:35.483 PM [8300] CAcroAXDocShim(617d738)::OpenStream
00000066 12:26:35.483 PM [8300] [616fae0] PDFXInstanceStreamOpen
00000067 12:26:35.483 PM [8300] [PDFX] CheckPDFXInstance error = 0
00000068 12:26:35.483 PM [8300] [616fae0] NewPDFXStream
00000069 12:26:35.483 PM [8300] [ACTWinBrowser] Try LoadLibraryW BIB
00000070 12:26:35.483 PM [8300] [616fae0] stream created (d97840)
00000071 12:26:35.483 PM [8300] [616fae0] PDFXSendOrSave(kPDFXStreamOpen)
00000072 12:26:35.483 PM [8300] [PDFX] PDFXSendOrSave
00000073 12:26:35.483 PM [8300] [PDFX] PDFXSendOrSave Store
00000074 12:26:35.483 PM [8300] [AcroAXDocShim] PDFXInstanceStreamOpen err=0
00000075 12:26:35.483 PM [8300] [URLBinding] OnDataAvailable pStream->Read
00000076 12:26:35.483 PM [8300] [URLBinding] CURLBindingCallbacks::OnDataAvailable is-linearized = 1
00000077 12:26:35.483 PM [8300] CURLBindingCallbacks::PushToAcrobatProc
00000078 12:26:35.483 PM [8300] [URLBinding] CURLBindingCallbacks::PushToAcrobatProc callback type = 2
00000079 12:26:35.483 PM [8300] [URLBinding] CURLBindingCallbacks::PushToAcrobatProc >>pushing (14153 bytes)...
00000080 12:26:35.483 PM [8300] [PDFX] CheckPDFXInstance error = 0
00000081 12:26:35.483 PM [8300] [616fae0] PDFXSendOrSave(kPDFXPush)
00000082 12:26:35.483 PM [8300] [PDFX] PDFXSendOrSave
00000083 12:26:35.483 PM [8300] [PDFX] PDFXSendOrSave Store
00000084 12:26:35.483 PM [8300] CAcroAXDocShim::MakeProgress: m_dwBytes=14153l {progress-bar}
00000085 12:26:35.483 PM [8300] [URLBinding] CURLBindingCallbacks::OnDataAvailable Content-Len =242284, curr offset = 14153
00000086 12:26:35.483 PM [8300] [URLBinding] OnDataAvailable result = 0x8000000a
00000087 12:26:35.483 PM [8300] [ACTWinBrowser] IsAcrobatDllAlreadyLoadedViaPDFL = 0
00000088 12:26:35.483 PM [8300] [ACTWinBrowser] Attempt to load Acrobat DLL
00000089 12:26:35.483 PM [8300] CAcroAXDocShim(617d738)::IOleObject_SetClientSite
00000090 12:26:35.483 PM [8300] [BrowserIntegrationWin] CheckBrowserRegistryValue key checked = bADC4297641 default value = 0 return = 0
00000091 12:26:35.483 PM [8300] [AcroAXDocShim] m_bDocObject = true (FOCUS)
00000092 12:26:35.483 PM [8300] [AcroAXDocShim] CAcroAXDocShim::StartEventSinkForTopBrowser
00000093 12:26:35.483 PM [8300] [AcroAXDocShim] type = eRootDocument (FOCUS)
00000094 12:26:35.498 PM [8300] LoadLibrary call failed with GetLastError = b6
00000095 12:26:35.498 PM [8300] [ACTWinBrowser] Acrobat Load error : The operating system cannot run %1.
00000096 12:26:35.514 PM [8300] CURLBindingCallbacks(d611b0)::OnProgress
00000097 12:26:35.514 PM [8300] [URLBinding] IBindStatusCallbackAcroImpl<CURLBindingCallbacks>::OnProgress BINDSTATUS_DOWNLOADINGDATA
00000098 12:26:35.514 PM [8300] CAcroAXDocShim(617d738)::ReportProgress
00000099 12:26:35.514 PM [8300] [AcroAXDocShim] CAcroAXDocShim(617d738)::NumRunning = 1
00000100 12:26:35.514 PM [8300] [AcroAXDocShim] CAcroAXDocShim::ReportProgress 13.82 KB of 236.60 KB
00000101 12:26:35.514 PM [8300] CURLBindingCallbacks(d611b0)::OnDataAvailable
00000102 12:26:35.514 PM [8300] [URLBinding] OnDataAvailable pStream->Read
00000103 12:26:35.514 PM [8300] CURLBindingCallbacks::PushToAcrobatProc
00000104 12:26:35.514 PM [8300] [URLBinding] CURLBindingCallbacks::PushToAcrobatProc callback type = 2
00000105 12:26:35.514 PM [8300] [URLBinding] CURLBindingCallbacks::PushToAcrobatProc >>pushing (16060 bytes)...
00000106 12:26:35.514 PM [8300] [PDFX] CheckPDFXInstance error = 0
00000107 12:26:35.514 PM [8300] [616fae0] PDFXSendOrSave(kPDFXPush)
00000108 12:26:35.514 PM [8300] [PDFX] PDFXSendOrSave
00000109 12:26:35.514 PM [8300] [PDFX] PDFXSendOrSave Store
00000110 12:26:35.514 PM [8300] CAcroAXDocShim::MakeProgress: m_dwBytes=30213l {progress-bar}
00000111 12:26:35.514 PM [8300] [URLBinding] CURLBindingCallbacks::OnDataAvailable Content-Len =242284, curr offset = 30213
00000112 12:26:35.514 PM [8300] [URLBinding] OnDataAvailable result = 0x8000000a
00000113 12:26:35.514 PM [8300] [AcroAXDocShim] IOleCommandTargetShimImpl<CAcroAXDocShim>(617d7f4)::Exec cmd Id = 43
00000114 12:26:35.514 PM [8300] [AcroAXDocShim] IOleCommandTargetShimImpl<CAcroAXDocShim>::Exec OLECMDERR_E_NOTSUPPORTED
00000115 12:26:35.514 PM [8300] CAcroAXDocShim(617d738)::DoVerb - OLEIVERB_SHOW
00000116 12:26:35.514 PM [8300] [AcroAXDocShim] CAcroAXDocShim::DoVerb m_spDocSite Activate
00000117 12:26:35.514 PM [8300] [OleDocument] IOleDocumentImpl CreateView
00000118 12:26:35.514 PM [8300] [OleDocument] IOleDocumentViewImpl SetInPlaceSite
00000119 12:26:35.514 PM [8300] CAcroAXDocShim(617d738)::OnCreate
00000120 12:26:35.514 PM [8300] [AcroAXDocShim]CAcroAXDocShim::OnCreate call SendAndLocateURLs with URL=http://h10032.www1.hp.com/ctg/Manual/c06181681.pdf
00000121 12:26:35.514 PM [8300] [616fae0] PDFXInstanceDoCommand
00000122 12:26:35.514 PM [8300] [PDFX] CheckPDFXInstance error = 0
00000123 12:26:35.514 PM [8300] 616fae0] PDFXSendOrSave(kPDFXCommand-setAuxURL)
00000124 12:26:35.514 PM [8300] [PDFX] PDFXSendOrSave
00000125 12:26:35.514 PM [8300] [PDFX] PDFXSendOrSave Store
00000126 12:26:35.514 PM [8300] CAcroAXDocShim::StealOnBlurEventHandler Exit without crash
00000127 12:26:35.514 PM [8300] CAcroAXDocShim(617d738)::OpenPDFWindow
00000128 12:26:35.514 PM [8300] [616fae0] PDFXInstanceOpenWindow
00000129 12:26:35.514 PM [8300] [PDFX] CheckPDFXInstance error = 0
00000130 12:26:35.514 PM [8300] [616fae0] PDFXSendOrSave(kPDFXOpenWindow)
00000131 12:26:35.514 PM [8300] [PDFX] PDFXSendOrSave
00000132 12:26:35.514 PM [8300] [PDFX] PDFXSendOrSave Store
00000133 12:26:35.514 PM [8300] [AcroAXDocShim] Module name : IEXPLORE::21.5
00000134 12:26:35.514 PM [8300] [616fae0] PDFXInstanceDoCommand
00000135 12:26:35.514 PM [8300] [PDFX] CheckPDFXInstance error = 0
00000136 12:26:35.514 PM [8300] 616fae0] PDFXSendOrSave(kPDFXCommand-setUserAgent)
00000137 12:26:35.514 PM [8300] [PDFX] PDFXSendOrSave
00000138 12:26:35.514 PM [8300] [PDFX] PDFXSendOrSave Store
00000139 12:26:35.514 PM [8300] [AcroAXDocShim] CAcroAXDocShim(617d738)::OnEraseBackground
00000140 12:26:35.514 PM [8300] [BrowserIntegrationWin] CheckBrowserRegistryValue key checked = bADC4294624 default value = 0 return = 0
00000141 12:26:35.514 PM [8300] [AcroAXDocShim] IOleCommandTargetShimImpl<CAcroAXDocShim>(617d7f4)::Exec cmd Id = 63
00000142 12:26:35.514 PM [8300] [AcroAXDocShim] IOleCommandTargetShimImpl<CAcroAXDocShim>::Exec OLECMDERR_E_NOTSUPPORTED
00000143 12:26:35.514 PM [8300] IOleDocumentViewImpl(617d7c8)::UIActivate(activate=true) (FOCUS)
00000144 12:26:35.514 PM [8300] [OleDocument] ActiveXDocActivate
00000145 12:26:35.514 PM [8300] CAcroAXDocShim(617d738)::NegotiateFocusWithAcrobat(eUIActivate) (FOCUS)
00000146 12:26:35.514 PM [8300] CAcroAXDocShim(617d738)::NegotiateFocusWithAcrobat(eFrameActivate) (FOCUS)
00000147 12:26:35.514 PM [8300] PostMessage(FrameActivate)
00000148 12:26:35.514 PM [8300] [AcroAXDocShim] CAcroAXDocShim::SetObjectRects
00000149 12:26:35.514 PM [8300] [AcroAXDocShim] CAcroAXDocShim(617d738)::OnEraseBackground
00000150 12:26:35.514 PM [8300] [AcroAXDocShim] CAcroAXDocShim(617d738)::OnEraseBackground
00000151 12:26:35.514 PM [8300] [616fae0] PDFXInstanceSetWindowSize
00000152 12:26:35.514 PM [8300] [PDFX] CheckPDFXInstance error = 0
00000153 12:26:35.514 PM [8300] [616fae0] PDFXSendOrSave(kPDFXSetWindow)
00000154 12:26:35.514 PM [8300] [PDFX] PDFXSendOrSave
00000155 12:26:35.514 PM [8300] [PDFX] PDFXSendOrSave Store
00000156 12:26:35.514 PM [8300] IOleDocumentViewImpl(617d7c8)::Show(show=true)
00000157 12:26:35.514 PM [8300] [AcroAXDocShim] IOleCommandTargetShimImpl<CAcroAXDocShim>(617d7f4)::Exec cmd Id = 102
00000158 12:26:35.514 PM [8300] [AcroAXDocShim] IOleCommandTargetShimImpl<CAcroAXDocShim>::Exec OLECMDERR_E_NOTSUPPORTED
00000159 12:26:35.530 PM [8300] [AcroAXDocShim] IOleCommandTargetShimImpl<CAcroAXDocShim>(617d7f4)::Exec cmd Id = 75
00000160 12:26:35.530 PM [8300] [AcroAXDocShim] IOleCommandTargetShimImpl<CAcroAXDocShim>::Exec OLECMDERR_E_NOTSUPPORTED
00000161 12:26:35.530 PM [8300] CAcroAXDocShim(617d738)::OnWindowStateChanged
00000162 12:26:35.530 PM [8300] CAcroAXDocShim::OnWindowStateChanged visible = YES
00000163 12:26:35.530 PM [8300] CAcroAXDocShim::OnWindowStateChanged enabled = YES
00000164 12:26:35.530 PM [8300] CAcroAXDocShim::OnWindowStateChanged activated = YES
00000165 12:26:35.530 PM [8300] CAcroAXDocShim(617d738)::NegotiateFocusWithAcrobat(eFrameActivate) (FOCUS)
00000166 12:26:35.530 PM [8300] [AcroAXDocShim] IOleCommandTargetShimImpl<CAcroAXDocShim>(617d7f4)::Exec cmd Id = 65
00000167 12:26:35.530 PM [8300] [AcroAXDocShim] IOleCommandTargetShimImpl<CAcroAXDocShim>::Exec OLECMDERR_E_NOTSUPPORTED
00000168 12:26:35.530 PM [8300] CURLBindingCallbacks(d611b0)::OnProgress
00000169 12:26:35.530 PM [8300] [URLBinding] IBindStatusCallbackAcroImpl<CURLBindingCallbacks>::OnProgress BINDSTATUS_DOWNLOADINGDATA
00000170 12:26:35.530 PM [8300] CAcroAXDocShim(617d738)::ReportProgress
00000171 12:26:35.530 PM [8300] [AcroAXDocShim] CAcroAXDocShim(617d738)::NumRunning = 1
00000172 12:26:35.530 PM [8300] [AcroAXDocShim] CAcroAXDocShim::ReportProgress 29.50 KB of 236.60 KB
00000173 12:26:35.530 PM [8300] CURLBindingCallbacks(d611b0)::OnDataAvailable
00000174 12:26:35.530 PM [8300] [URLBinding] OnDataAvailable pStream->Read
00000175 12:26:35.530 PM [8300] CURLBindingCallbacks::PushToAcrobatProc
00000176 12:26:35.530 PM [8300] [URLBinding] CURLBindingCallbacks::PushToAcrobatProc callback type = 2
00000177 12:26:35.530 PM [8300] [URLBinding] CURLBindingCallbacks::PushToAcrobatProc >>pushing (20440 bytes)...
00000178 12:26:35.530 PM [8300] [PDFX] CheckPDFXInstance error = 0
00000179 12:26:35.530 PM [8300] [616fae0] PDFXSendOrSave(kPDFXPush)
00000180 12:26:35.530 PM [8300] [PDFX] PDFXSendOrSave
00000181 12:26:35.530 PM [8300] [PDFX] PDFXSendOrSave Store
00000182 12:26:35.530 PM [8300] CAcroAXDocShim::MakeProgress: m_dwBytes=50653l {progress-bar}
00000183 12:26:35.530 PM [8300] [URLBinding] CURLBindingCallbacks::OnDataAvailable Content-Len =242284, curr offset = 50653
00000184 12:26:35.530 PM [8300] [URLBinding] OnDataAvailable result = 0x8000000a
00000185 12:26:35.561 PM [8300] [BrowserIntegrationWin] IsLoadedInProcByAcrobat 0
00000186 12:26:35.561 PM [8300] Could not establish communication with Acrobat/Reader (ERROR)
00000187 12:26:35.561 PM [8300] [ACTWinBrowser] ACTSideWndProc WM_ACLOAD_DONE
00000188 12:26:35.561 PM [8300] PDFXLoadDone
00000189 12:26:35.561 PM [8300] [AcroPDFImpl] CAcroPDFModule::AcrobatLoadDone
00000190 12:26:35.561 PM [8300] [AcroAXDocShim] CAcroAXDocShim(617d738)::LoadAcrobatDone
00000191 12:26:35.561 PM [8300] [AcroAXDocShim] (617d738)ResetObject bFromScratch = 0
00000192 12:26:35.561 PM [8300] [AcroPDFImpl] IsRunningInFeatEnvironmentForEmbeddedPDFFeatTest 0
00000193 12:26:35.561 PM [8300] [BrowserIntegrationWin] CheckBrowserRegistryValue key checked = bEWHRequestAbortHandlingEnabled default value = 0 return = 0
00000194 12:26:35.561 PM [8300] CAcroAXDocShim(617d738)::EraseAllStoppedBindings (REF)
00000195 12:26:35.561 PM [8300] [AcroAXDocShim] CAcroAXDocShim(617d738)::NumRunning = 1
00000196 12:26:35.561 PM [8300] CAcroAXDocShim(617d738)::AbortAllBindings (REF)
00000197 12:26:35.561 PM [8300] CURLBindingCallbacks(d611b0)::OnStopBinding hrResult = 0x80004004
00000198 12:26:35.561 PM [8300] CAcroAXDocShim(617d738)::MarkThisBindingAsStopped (REF)
00000199 12:26:35.561 PM [8300] CAcroAXDocShim(617d738)::ReportProgress
00000200 12:26:35.561 PM [8300] [AcroAXDocShim] CAcroAXDocShim(617d738)::NumRunning = 0
00000201 12:26:35.561 PM [8300] [AcroAXDocShim] CAcroAXDocShim::ReportProgress 49.46 KB of 236.60 KB
00000202 12:26:35.561 PM [8300] CURLBindingCallbacks(d611b0)::Cleanup
00000203 12:26:35.561 PM [8300] CURLBindingCallbacks::PushToAcrobatProc
00000204 12:26:35.561 PM [8300] [URLBinding] CURLBindingCallbacks::PushToAcrobatProc callback type = 3
00000205 12:26:35.561 PM [8300] [URLBinding] CURLBindingCallbacks::PushToAcrobatProc REQUESTCB_DONE
00000206 12:26:35.561 PM [8300] CURLBindingCallbacks(d611b0)::~CURLBindingCallbacks
00000207 12:26:35.561 PM [8300] CAcroAXDocShim::EraseRefsToThisBinding (REF)
00000208 12:26:35.561 PM [8300] CAcroAXDocShim::EraseRefsToThisBinding (REF)
00000209 12:26:35.561 PM [8300] CAcroAXDocShim(617d738)::KillPDFXInstance
00000210 12:26:35.561 PM [8300] [BrowserIntegrationWin] CheckBrowserRegistryValue key checked = bEWHRequestAbortHandlingEnabled default value = 0 return = 0
00000211 12:26:35.561 PM [8300] [AcroAXDocShim] CAcroAXDocShim(617d738)::NumRunning = 0
00000212 12:26:35.561 PM [8300] CAcroAXDocShim(617d738)::CloseStream
00000213 12:26:35.561 PM [8300] [616fae0] PDFXStreamClose (d97840)
00000214 12:26:35.561 PM [8300] [PDFX] CheckPDFXInstance error = 10
00000215 12:26:35.561 PM [8300] [616fae0] PDFXInstanceWillClose
00000216 12:26:35.561 PM [8300] [PDFX] CheckPDFXInstance error = 0
00000217 12:26:35.561 PM [8300] [PDFX] CheckPDFXInstance error = 0
00000218 12:26:35.561 PM [8300] [PDFX] PDFXInstanceDestroy [616fae0]
00000219 12:26:35.561 PM [8300] [616fae0] DestroyAllStreams
00000220 12:26:35.561 PM [8300] [616fae0] DestroyPDFXStream (d97840)
00000221 12:26:35.561 PM [8300] [PDFX] CheckPDFXInstance error = 0
00000222 12:26:35.561 PM [8300] [AcroAXDocShim] KillPDFXInstance decrement Object count --
00000223 12:26:35.561 PM [8300] [AcroPDFImpl] UpdatePerProcessObjectCount inc = 0 Object count = 0
00000224 12:26:35.561 PM [8300] [AcroPDFImpl] CAcroPDFModule::RemoveFromDocShimList
00000225 12:26:35.623 PM [8300] CAcroAXDocShim(617d738)::OnWindowStateChanged
00000226 12:26:35.623 PM [8300] CAcroAXDocShim::OnWindowStateChanged visible = YES
00000227 12:26:35.623 PM [8300] CAcroAXDocShim::OnWindowStateChanged enabled = NO
00000228 12:26:35.623 PM [8300] CAcroAXDocShim::OnWindowStateChanged activated = NO
00000229 12:26:35.623 PM [8300] CAcroAXDocShim(617d738)::NegotiateFocusWithAcrobat(eFrameDeactivate) (FOCUS)
00000230 12:26:35.623 PM [8300] PostMessage(FrameDeactivate)
00000231 12:26:35.623 PM [8300] [AcroAXDocShim] IOleCommandTargetShimImpl<CAcroAXDocShim>(617d7f4)::Exec cmd Id = 65
00000232 12:26:35.623 PM [8300] CAcroAXDocShim(617d738)::OnFrameWindowActivate (activate=false) (FOCUS)
00000233 12:26:35.623 PM [8300] CAcroAXDocShim(617d738)::NegotiateFocusWithAcrobat(eFrameDeactivate) (FOCUS)
00000234 12:26:37.115 PM [8300] CAcroAXDocShim(617d738)::OnWindowStateChanged
00000235 12:26:37.115 PM [8300] CAcroAXDocShim::OnWindowStateChanged visible = YES
00000236 12:26:37.115 PM [8300] CAcroAXDocShim::OnWindowStateChanged enabled = YES
00000237 12:26:37.115 PM [8300] CAcroAXDocShim::OnWindowStateChanged activated = YES
00000238 12:26:37.115 PM [8300] CAcroAXDocShim(617d738)::NegotiateFocusWithAcrobat(eFrameActivate) (FOCUS)
00000239 12:26:37.115 PM [8300] PostMessage(FrameActivate)
00000240 12:26:37.115 PM [8300] [AcroAXDocShim] IOleCommandTargetShimImpl<CAcroAXDocShim>(617d7f4)::Exec cmd Id = 65
00000241 12:26:37.115 PM [8300] CAcroAXDocShim(617d738)::OnFrameWindowActivate (activate=true) (FOCUS)
00000242 12:26:38.989 PM [8300] [AcroAXDocShim] IOleCommandTargetShimImpl<CAcroAXDocShim>(617d7f4)::Exec cmd Id = 61
00000243 12:26:38.989 PM [8300] [AcroAXDocShim] IOleCommandTargetShimImpl<CAcroAXDocShim>(617d7f4)::Exec cmd Id = 37
00000244 12:26:39.020 PM [8300] CAcroAXDocShim(617d738)::OnQuit
00000245 12:26:39.020 PM [8300] [AcroPDFImpl] CAcroPDFModule::UnloadAcrobatIfWarranted
00000246 12:26:39.020 PM [8300] [AcroPDFImpl] GetPerProcessObjectCount Object count = 0
00000247 12:26:39.020 PM [8300] [AcroPDFImpl] UnloadAcrobatIfWarranted no open docs Quit PDFX
00000248 12:26:39.020 PM [8300] PDFXForceQuitAndWait
00000249 12:26:39.020 PM [8300] [ACTWinBrowser] ACTForceQuitAndWait
00000250 12:26:39.020 PM [8300] [ACTWinBrowser] WaitForThreadToExit
00000251 12:26:39.020 PM [8300] [ACTWinBrowser] WaitForThreadToExit WAIT_OBJECT_0
00000252 12:26:39.020 PM [8300] [ACTWinBrowser] ACTForceQuitAndWait launchThread exitOK = 1
00000253 12:26:39.020 PM [8300] [ACTWinBrowser] ACTForceQuitAndWait found sACTAcrobatThreadHandle
00000254 12:26:39.020 PM [8300] IsRunningInAppContainer = FALSE
00000255 12:26:39.020 PM [8300] [ACTWin]ACTWindowsClient::SendMessage (WM_ACFORCEQUIT) --> 0x00000000
00000256 12:26:39.020 PM [8300] [ACTWin]ACTWindowsClient::SendMessage SendMessage Start
00000257 12:26:39.020 PM [8300] [ACTWin] ::SendMessage returned = 0
00000258 12:26:39.020 PM [8300] [ACTWin] ::SendMessage failed Lasterror = 1400
00000259 12:26:39.020 PM [8300] [ACTWin]::SendMessage failed error message : Invalid window handle.
00000260 12:26:39.020 PM [8300] [ACTWin]ACTWindowsClient::SendMessage SendMessage End
00000261 12:26:39.020 PM [8300] [ACTWinBrowser] ACTForceQuitAndWait Not Apollo
00000262 12:26:39.020 PM [8300] [ACTWinBrowser] ACTForceQuitAndWait WaitForMultipleObjects
00000263 12:26:39.020 PM [8300] [ACTWinBrowser] ACTForceQuitAndWait quitOK
00000264 12:26:39.020 PM [8300] [AcroPDFImpl] CAcroPDFModule::AcrobatContextTerm
00000265 12:26:39.020 PM [8300] PDFXTerm
00000266 12:26:39.020 PM [8300] [ACTWinBrowser] ACTSideTerm
00000267 12:26:39.020 PM [8300] [ACTWinBrowser] DestroyBrowserMessageWnd
00000268 12:26:39.020 PM [8300] [ACTWinBrowser] DestroyBrowserMessageWnd Reset GWLP_WNDPROC Transport
00000269 12:26:39.020 PM [8300] [ACTWinBrowser] CloseConnectionToAcrobat
00000270 12:26:39.020 PM [8300] [AcroPDFImpl] GetPerProcessObjectCount Object count is 0
00000271 12:26:39.020 PM [8300] [AcroAXDocShim] CAcroAXDocShim::StopEventSinkForTopBrowser
00000272 12:26:39.020 PM [8300] IOleDocumentViewImpl(617d7c8)::UIActivate(activate=false) (FOCUS)
00000273 12:26:39.020 PM [8300] CAcroAXDocShim(617d738)::UIDeactivate (FOCUS)
00000274 12:26:39.020 PM [8300] CAcroAXDocShim(617d738)::NegotiateFocusWithAcrobat(eUIDeactivate) (FOCUS)
00000275 12:26:39.020 PM [8300] CAcroAXDocShim(617d738)::FireOnBlur
00000276 12:26:39.020 PM [8300] PostMessage(UIDeactivate)
00000277 12:26:39.020 PM [8300] CAcroAXDocShim(617d738)::InPlaceDeactivate (FOCUS)
00000278 12:26:39.020 PM [8300] CAcroAXDocShim(617d738)::KillPDFXInstance
00000279 12:26:39.020 PM [8300] CAcroAXDocShim(617d738)::OnDestroy
00000280 12:26:39.020 PM [8300] IOleDocumentViewImpl(617d7c8)::Show(show=false)
00000281 12:26:39.020 PM [8300] CAcroAXDocShim(617d738)::InPlaceDeactivate (FOCUS)
00000282 12:26:39.020 PM [8300] IOleDocumentViewImpl(617d7c8)::Show(show=false)
00000283 12:26:39.020 PM [8300] IOleDocumentViewImpl(617d7c8)::CloseView
00000284 12:26:39.020 PM [8300] IOleDocumentViewImpl(617d7c8)::Show(show=false)
00000285 12:26:39.020 PM [8300] [OleDocument] IOleDocumentViewImpl SetInPlaceSite
00000286 12:26:39.020 PM [8300] IOleDocumentViewImpl(617d7c8)::UIActivate(activate=false) (FOCUS)
00000287 12:26:39.020 PM [8300] CAcroAXDocShim(617d738)::InPlaceDeactivate (FOCUS)
00000288 12:26:39.020 PM [8300] [OleDocument] IOleDocumentViewImpl SetInPlaceSite
00000289 12:26:39.020 PM [8300] IOleDocumentViewImpl(617d7c8)::UIActivate(activate=false) (FOCUS)
00000290 12:26:39.020 PM [8300] CAcroAXDocShim(617d738)::InPlaceDeactivate (FOCUS)
00000291 12:26:39.020 PM [8300] CAcroAXDocShim(617d738)::IOleObject_SetClientSite
00000292 12:26:39.020 PM [8300] [BrowserIntegrationWin] CheckBrowserRegistryValue key checked = bADC4297641 default value = 0 return = 0
00000293 12:26:39.020 PM [8300] [AcroAXDocShim] m_bDocObject = false (FOCUS)
00000294 12:26:39.020 PM [8300] CAcroAXDocShim(617d738)::FinalRelease
00000295 12:26:39.020 PM [8300] [AcroAXDocShim] (617d738)ResetObject bFromScratch = 0
00000296 12:26:39.020 PM [8300] [BrowserIntegrationWin] CheckBrowserRegistryValue key checked = bEWHRequestAbortHandlingEnabled default value = 0 return = 0
00000297 12:26:39.020 PM [8300] CAcroAXDocShim(617d738)::EraseAllStoppedBindings (REF)
00000298 12:26:39.020 PM [8300] [AcroAXDocShim] CAcroAXDocShim(617d738)::NumRunning = 0
00000299 12:26:39.020 PM [8300] CAcroAXDocShim::EraseRefsToThisBinding (REF)
00000300 12:26:39.020 PM [8300] CAcroAXDocShim(617d738)::KillPDFXInstance
00000301 12:26:39.020 PM [8300] [AcroPDFImpl] DllCanUnloadNow
00000302 12:26:39.020 PM [8300] [BrowserIntegrationWin] CheckBrowserRegistryValue key checked = bDisallowDLLUnload default value = 0 return = 0
00000303 12:26:39.020 PM [8300] [AcroPDFImpl] GetPerProcessObjectCount Object count = 0
00000304 12:26:39.020 PM [8300] [AcroPDFImpl] DllCanUnloadNow no open docs
00000305 12:26:39.020 PM [8300] [AcroPDFImpl] CAcroPDFModule::UnloadAcrobatIfWarranted
00000306 12:26:39.020 PM [8300] [AcroPDFImpl] GetPerProcessObjectCount Object count = 0
00000307 12:26:39.020 PM [8300] [AcroPDFImpl] UnloadAcrobatIfWarranted no open docs Quit PDFX
00000308 12:26:39.020 PM [8300] [AcroPDFImpl] DllMain DLL_PROCESS_DETACH DLL unloading

[DTriper]

I work for a regional Medical Center and upon updating to the latest Adobe Reader DC release, we too are seeing the "There is a problem with Acrobat/Reader. If it is running, please exit and try again. (10:10)" within one of our document management systems, Hyland OnBase 18, when the PDF preview within that application attempts to render the pulled in PDF file. If we revert to the previous release, 21.001.20155, the issue does not occur. Is there a reg value we need to set for this integration to work?

[MeenakshiNegi]

Thank you for sharing the logs.

The team is actively looking into this issue. Please provide the following information:

• Can you share ProcMon logs (https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html) and Debug view logs from the same session?
• Does reverting to an older version resolve this issue?
• Enabling Protected mode helps or not?

Thanks,

Meenakshi

[pauld97009311]

We are unable to revert, Enabling/Disabling Protected mode does not work, and I have also tried steps from the https://community.adobe.com/t5/acrobat/how-to-reset-acrobat-preference-settings-to-default/td-p/4792... did not work

[MeenakshiNegi]

Thank you for the information.

Could you please also share ProcMon logs (https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html) and Debug view logs from the same session?

- Meenakshi

[pauld97009311]

see attached Procmon log file

[MeenakshiNegi]

Hey Paul!

Thank you for your patience and for sharing the information.

Could you please also share the procmon logs (.pml file) with us?

I have sent you the Private message via the community. Please check.

Regards,

Meenakshi

[MeenakshiNegi]

Hi Paul!

We have sent you an email with some information.

Please check your inbox and try the suggestions provided.

Let us know how it goes.

Thanks,

Meenakshi

[default3ececdhylnz4]

My 2 cents... spent most of today researching Adobe Reader DC problem for an eHealth client that I support.

Adobe is used embedded inside another application to display documents as PDF.  We hit this problem before when the workstations were upgraded to Windows 10 Pro version 2004 beginning last year and needed roll back to Adobe 19 and wait for Adobe to release a new version.

This time the Windows version is at 20H2.  My notes are copiesd below:

Adobe did not work properly across several workstations at the site.

The Windows 10 Pro version is 20H2.

Adobe version is 21.001.20135.

When the users tried to open a PDF in the application, one or both of these things happened. 

1. The application outright crashed after closing the document viewer.
2. Opening a document will show two instances of Adobe in the Task Manager.  These instances did not go away even if we were able to close successfully.  There was a gradual buildup of processes as we opened more documents.  We had to kill the processes to clear them.

I now have this working  on Win 10 20H2 with Adobe 21.005.20048 after removing KB5003254, KB5003637, KB5003173

**I uninstalled each if these updates in this order KB5003254, KB5003637, KB5003173 one at a time, Restarted Windows, then retried opening PDFs in RIS.  Only after uninstalling KB5003173 was I able to open a PDF and close cleanly without an issue.  Further testing is needed to prove that this KB is the problem or if it is a combination of the KBs.

Have a great day and happy hunting!  😉

[DTriper]

Reverting our image to an earlier version with the previous patch release, 21.001.20155, resolved the issue.

Not-reverting the image, and simply setting the registry value for bProtectedMode reg to 1 and then verifying Protected Mode is checked as well as Run in AppContainer under the Security (Enhanced) Preferences section fixed the issue within the other application.

I strongly suspect Microsoft patches release for zero-day exploits is the culprit here, as suggested by what default3ececdhylnz4 has experienced. Good luck.  

Thanks!

[MeenakshiNegi]

Hi All,

Sorry for the inconvenience caused.

We have released an update for Acrobat and Reader DC (version 21.005.20054) that addresses this issue.

Please update the application to the latest version from this link: https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/continuous/dccontinuousjunehotfix2... 

Let us know how it goes.

Thanks,

Meenakshi

[Rich5EE6]

Thank you for all the good insight. I, too, am having problems with generation of a pdf from within an application. I have followed all the suggestions, including removal of previously installed Microsoft updates and installing the latest hotfix from Adobe. Unfortunately, I am still getting the error message: "There is a problem with Adobe Acrobat/Reader. If it is running, please exit and try again. (10:10)". The systems in question are running Windows 10 Pro, Version 20H2 and Adobe Acrobat 21.005.20054. The application I am having problem with QuickBooks 2020, Release 12.

All help would be appreciated

[default3ececdhylnz4]

update.  I now have two customer sites with this problem.  We introduced the new patch above but it only works after backing out the latest MS updates.  They are not impressed.  One is a major US center.

I plan to gain access to a workstation next week so I can do some hands-on troubleshooting.

[Rich5EE6]

I've tried testing this after I uninstalled each M/S Update. In particular,
I uninstalled KB5003637 and KB5003173.

In addition, I am working with another 3rd party piece of software that has
identified KB5003637 as a source of conflict for another issue (although I
suspect it is all related.)

[default3ececdhylnz4]

Further to my last post.  I was able to access a customer's service workstation.

OS version: Windows 10 Enterprise version 2004 Build 19041.1052

Adobe DC version: Version 2021.005.20048

I applied Microsoft Cummulative update KB5004945 July 6, 2021 then rebooted.  Tested OK.

Please read the details of the KB as it contains the Adobe Flash removal package.

Another of my customers applied this patch to Windows 10 version 20H2 also with success.

Hope this helps anyone still stuck with this problem.

https://support.microsoft.com/en-us/topic/july-6-2021-kb5004945-os-builds-19041-1083-19042-1083-and-...

[Rich5EE6]

Thanks for the advice.

I did notice that Adobe Reader DC was installed as well as Acrobat. After I
uninstalled Reader, the embedded report successfully displayed in Acrobat.
However, in the process of generating the report, I get a "Navigation
Canceled" window. The pop-up window is basically empty with a "What you can
try" suggestion, which is "Retype the address".

Whatever QuickBooks is trying to do, it appears it is trying to go through
IE to generate a .pdf file. The saving grace is now I can generate the
reports I need with a slightly inconvenient side-effect. So, I'm still
searching. Thanks again for your help.

[default3ececdhylnz4]

The KB noted a problem with certain printers such as label printers.  That did show up as a problem at one of my customer sites.  That's all I have for now.

[default4g2gcp76gac2]

2012r2 RDS /Vmware/Citrix environment <10000 sessions we are getting the same issue reported by others when opening a PDF link in IE11: 

"There is a problem with Adobe Acrobat/Reader. If it is running, please exit and try again. (10:10):

This error is toggled by the protected mode setting, where Protected Mode disabled causes the issue. Unfortunatly, we have applications that require adobe not to be protected mode.

1) ETA on a permanent fix?

2) can i get the rumor'd fixed dlls to test?

thanks

[default4g2gcp76gac2]

for clarification 
Adobe DC  21.005.20048

HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Adobe\Acrobat Reader\DC\FeatureLockDown

bProtectedMode=0  errors

bProtectedMode=1  does not error, but is known to cause issues with Epic

[MeenakshiNegi]

Hello,

Thank you for reaching out and sorry for the trouble.

I have shared the information with you on the email address that you used to sign in to this community.

Please check your inbox and share your response over the email so we can further investigate this issue.

Thanks,

Meenakshi

[MeenakshiNegi]

Hello,

We have released an optional update for Acrobat and Reader DC (version 21.005.20054) that addresses this issue.

Please update the application to the latest version from this link: https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/continuous/dccontinuousjunehotfix2...

Let us know how it goes.

Regards,
Meenakshi