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Stefan T.
Participant
July 1, 2021
Question

Acrobat Reader DC (Windows) crashes when signing with smart card

  • July 1, 2021
  • 1 reply
  • 3004 views

I am using Adobe Acrobat Reader DC Version 2021.005.20048 on a fresh installation of Windows 10 Pro 21H1 (x64) (OS Build 19043.1052).

When I am trying to digitally sign a PDF document with a smart card, Adobe Reader crashes sometimes after the PIN entry.

What seems to make the crash more likely is when I have just inserted the smart card and when I do not wait on the PIN prompt.

There is a known issue listed at https://helpx.adobe.com/acrobat/kb/known-issues-acrobat-dc-reader.html:

  • Problem: [EPV] Crash on signing with smart card on Windows version 1809. [4286080]

I am wondering whether I might be experiencing the same issue here on Windows version 21H1.

I have followed the steps at https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html# to enable the Adobe crash reporter and Windows error reporting. The Adobe crash reporter is not displayed when the crash happens, but a dump file is written (size is around 270MB). The webpage states that the dump file can be submitted to Adobe support, but I was unable to find any support options for Adobe Reader DC beyond this forum.

For test purposes I have tried disabling the Protected Mode as suggested in this thread: https://community.adobe.com/t5/acrobat/digitally-signing-pdf-with-certificate-on-smart-card-adobe-acrobat-freezes/m-p/11657014

When Protected Mode is disabled, I was so far unable to reproduce the crash. However, as also stated in that thread it's probably not a good solution to turn the protection off.

This topic has been closed for replies.

1 reply

Amal.
Community Manager
Amal.Community Manager
Community Manager
July 2, 2021

Hi Stefan

 

Hope you are doing well and sorry for the trouble. As described the Acrobat Reader DC is crashing when signing with smart card.

 

As mentioned you have tried the troubleshooting steps and disabling the Protected mode worked for you. Please try to add the file and the folder path to Adobe Acrobat. Go to Edit > Preferences > Enhanced Security > Add File and Add Folder path > Click OK and check.

 

You may also check the help page - https://helpx.adobe.com/acrobat/kb/protected-mode-troubleshooting-reader.html

 

Regards

Amal

 

 

S
Stefan T.Author
Participant
July 9, 2021

Hi Amal,

Thanks for your response.

I've tried your suggestion of adding the folder containing the PDF to be signed via Edit > Preferences > Enhanced Security > Add folder path while re-enabling Protected Mode. However, under this setting the crashes also occur.

The only way so far to avoid the problem seems to be to turn off protected mode completely.

Is there any way to diagnose whether I am seeing an occurrence of issue 4286080?
Regards,

Stefan

Amal.
Community Manager
Amal.Community Manager
Community Manager
July 14, 2021

Hi Stefan

 

We are sorry to hear that. Please check out the help page https://helpx.adobe.com/acrobat/kb/protected-mode-troubleshooting-reader.html and see if that helps.

 

Regards

Amal

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