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Adobe Acrobat Reader DC 2019.008.20071 crashes after 15 seconds on RDS farm

New Here ,
Oct 03, 2018 Oct 03, 2018

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After the update to the latest version of Acrobat Reader DC the program crashes after 15 seconds. This problem is occurring on multiple session host in our RDS farm.

OS version:     Server 2012R2 latest patch level

Product:          Adobe Acrobat Reader DC 2019.008.20071

At first this problem only seemed to occur only with specific documents. After some testing on multiple machines the application crashes after about 15 second without opening any document. Tested with different users, same result.

The previous version worked without any problems.

The web plugin doesn't seem affected.

Information from the windows error log: (Dutch)

Naam van toepassing met fout: AcroRd32.exe, versie: 19.8.20071.41678, tijdstempel: 0x5ba32fd4

Naam van module met fout: ucrtbase.DLL, versie: 10.0.14393.2247, tijdstempel: 0x5adc1a6f

Uitzonderingscode: 0xc0000409

Foutmarge: 0x000891eb

Id van proces met fout: 0x8ec8

Starttijd van toepassing met fout: 0x01d45a590e836f5b

Pad naar toepassing met fout: C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AcroRd32.exe

Pad naar module met fout: C:\Windows\SYSTEM32\ucrtbase.DLL

Rapport-id: 55927809-c64c-11e8-819a-0050568b66ca

Volledige pakketnaam met fout:

Relatieve toepassings-id van pakket met fout:

Is there a fix availible to fix this problem? a possibility to revert back to the previous version would also be appreciated

Gertjan

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Crash or freeze

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Adobe Employee ,
Oct 03, 2018 Oct 03, 2018

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Hi ,

Sorry for the issue that you are facing while using Adobe Acrobat Reader.

I would request you to kindly share the Crash dumps when Reader Crashes for you.

Here is how you can collect the crash dump :

When Reader Crashes (If you get this error message "Adobe Reader has stopped working") , Can you please share with us the Crash Logs .

For Getting the Crash Logs:

a.      When Acrobat Reader Crashes , Open Windows Task Manager

b.      -> Got To Processes, There you can see a process "Adobe Acrobat Reader DC" / AcroRd32.exe

c.      Right Click on this process and click "Create Dump File"

d.      Dump file will be created in the Temp folder of user (as specified on the dialog you get after creating dump files).

e.      Save this DMP file on any Cloud Storage and Share the link for that with us on mail at ajain@adobe.com

We will try to analyze your issue on priority once you share this information with us.

Thanks,

Ayush Jain

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Adobe Employee ,
Oct 03, 2018 Oct 03, 2018

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Hi,

Thanks for sharing the dump file with me over the mail,

However this looks like the scenario where a PDF was launched before crash.

Could you please share another Crash dump with me where no pdf is launched and only Reader was launched and Reader crashes after that.

Please share the same at ajain@adobe.com

-Ayush Jain

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Community Beginner ,
Oct 03, 2018 Oct 03, 2018

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Hi we are running a RDS 2016 FARM and all sessionhosts that have been updated have the same issue. Is there a solutions?

I had to downgrade on all servers and disable the updater.

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Community Beginner ,
Oct 03, 2018 Oct 03, 2018

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I am experiencing the same issue with RDS 2016. I tried to do a clean uninstall and reinstall, but no success. I am in the process of downgrading to 2018.

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New Here ,
Oct 03, 2018 Oct 03, 2018

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Hi,

After the update to Ver: 2019.008.20071 Acrobat Reader DC crashes after 15 seconds. This problem is occurring on RDS 2012 R2 Farm.

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Adobe Employee ,
Oct 04, 2018 Oct 04, 2018

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Hi All,

We are investigating this on priority at our end with the Crash dump provided by you all.

We will let you now once we have something further in this Regard.

Thanks

Ayush Jain

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Community Beginner ,
Oct 04, 2018 Oct 04, 2018

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Hi,

How can I hard disable that the update function stops working. I have disabled the update service and stopped it. But when old rls is installed after couple days its updated again to latest version.

Pls advise asap.

Thanks

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New Here ,
Oct 04, 2018 Oct 04, 2018

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I'm experiencing the same issue.  I'm not even sure when Acrobat updated (itself), but between 10/3/2018 and today (10/4/2018) - the program keeps crashing after being open a few seconds, whether a file is open or not.  PLEASE FIX ASAP.

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New Here ,
Oct 04, 2018 Oct 04, 2018

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We had same issue with users on Server 2012 R2 RDS server where their adobe would crash after being open for about 10 sec (The same .dll was reporting the error) and by Disabling "Enable Protection Mode at startup" fixed our issue.

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New Here ,
Oct 05, 2018 Oct 05, 2018

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Disabling "Enable Protection Mode at startup" corrected the issue for time being on Win 2012 RDS farm but it came back once user log back in. We have 2012-R2 RDS farm with users roaming profile.

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New Here ,
Oct 08, 2018 Oct 08, 2018

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ima19263347,you can add a dword to the registry to disable the protection mode :

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

-> bProtectedMode

-> value : 0

Then a gpupdate /force on the rds server, done.

Don't forget to set this this key to 1 when the fix is here.

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Adobe Employee ,
Oct 08, 2018 Oct 08, 2018

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Hi All,

We acknowledge the issue and Adobe Acrobat and Reader official update (19.008.20074) containing the fix for this issue is now available. This update will be automatically pushed to all existing installations of Acrobat and Reader. If you want, you may also manually trigger the update early by opening the application and going to Help > Check for Updates.

More information about this release is here: 19.008.20074 Optional update, October 08, 2018 — Release Notes for Acrobat DC Products

Please try it out and let us know your feedback.

Thanks for your patience and support!

Regards

Aj

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New Here ,
Oct 11, 2018 Oct 11, 2018

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Update 19.008.20074 didn't fix this issue on our W2016 RDS server with Acrobat Reader DC NL (19.008.20071)

I continue to make it work by disabling Protected Mode at Startup using the registry key fix

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Adobe Employee ,
Oct 15, 2018 Oct 15, 2018

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Hi ,

Sorry for the issue that you are facing while using Adobe Acrobat Reader.

I would request you to kindly share the Crash dumps when Reader Crashes for you.

Here is how you can collect the crash dump :

When Reader Crashes (If you get this error message "Adobe Reader has stopped working") , Can you please share with us the Crash Logs .

For Getting the Crash Logs:

a.      When Acrobat Reader Crashes , Open Windows Task Manager

b.      -> Got To Processes, There you can see a process "Adobe Acrobat Reader DC" / AcroRd32.exe

c.      Right Click on this process and click "Create Dump File"

d.      Dump file will be created in the Temp folder of user (as specified on the dialog you get after creating dump files).

e.      Save this DMP file on any Cloud Storage and Share the link for that with us on mail at absethi@adobe.com

We will further investigate the issue on our end.

Thanks,

Abhinav Sethi

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New Here ,
Oct 16, 2018 Oct 16, 2018

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Hello,

We are having the same issue on Server 2012 RDS server with the update applied.

I emailed you earlier with the DUMP file.

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Adobe Employee ,
Oct 17, 2018 Oct 17, 2018

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Hi,

Apologies for the inconvenience.

we are working on the issue and further investigating the issue.

Thanks,

Abhinav Sethi

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New Here ,
Oct 22, 2018 Oct 22, 2018

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Good Day,

Any updates with this yet?

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Adobe Employee ,
Oct 23, 2018 Oct 23, 2018

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Hi tommyp43724504,

We are trying to reproduce in house.

Can you please confirm me that is crash happening for you

-     After 15 seconds of opening the PDF file or

-    Just after launching the Reader and opening of a PDF is not required.

Please also provide process monitor logs for the whole operation from launch till occurrence of the crash.

Process monitor can be downloaded from Process Monitor - Windows Sysinternals | Microsoft Docs

Thanks,

Shakti K

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Community Beginner ,
Oct 23, 2018 Oct 23, 2018

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That is all correct for me.

0 FLTMGR.SYS FltDecodeParameters + 0x193c 0xfffff80c5c4d66fc C:\WINDOWS\System32\drivers\FLTMGR.SYS

1 FLTMGR.SYS FltDecodeParameters + 0x20d 0xfffff80c5c4d4fcd C:\WINDOWS\System32\drivers\FLTMGR.SYS

2 FLTMGR.SYS FltRemoveOpenReparseEntry + 0x1b2 0xfffff80c5c50a962 C:\WINDOWS\System32\drivers\FLTMGR.SYS

3 ntoskrnl.exe NtUnlockFile + 0x1be 0xfffff802dd928b4e C:\WINDOWS\system32\ntoskrnl.exe

4 ntoskrnl.exe setjmpex + 0x6f73 0xfffff802dd5cfb43 C:\WINDOWS\system32\ntoskrnl.exe

5 ntdll.dll NtUnlockFile + 0x14 0x7ffbfdaad724 C:\WINDOWS\SYSTEM32\ntdll.dll

6 wow64.dll Wow64ProcessPendingCrossProcessItems + 0x142aa 0x778e22da C:\WINDOWS\System32\wow64.dll

7 wow64.dll Wow64SystemServiceEx + 0x153 0x778b7913 C:\WINDOWS\System32\wow64.dll

8 wow64cpu.dll TurboDispatchJumpAddressEnd + 0xb 0x77911913 C:\WINDOWS\System32\wow64cpu.dll

9 wow64cpu.dll BTCpuSimulate + 0x9 0x77911389 C:\WINDOWS\System32\wow64cpu.dll

10 wow64.dll Wow64LdrpInitialize + 0x236 0x778bcec6 C:\WINDOWS\System32\wow64.dll

11 wow64.dll Wow64LdrpInitialize + 0x120 0x778bcdb0 C:\WINDOWS\System32\wow64.dll

12 ntdll.dll LdrInitializeThunk + 0x179 0x7ffbfda83169 C:\WINDOWS\SYSTEM32\ntdll.dll

13 ntdll.dll LdrInitializeThunk + 0x5b 0x7ffbfda8304b C:\WINDOWS\SYSTEM32\ntdll.dll

14 ntdll.dll LdrInitializeThunk + 0xe 0x7ffbfda82ffe C:\WINDOWS\SYSTEM32\ntdll.dll

15 ntdll.dll NtUnlockFile + 0xc 0x77a0be8c C:\WINDOWS\SysWOW64\ntdll.dll

16 KERNELBASE.dll UnlockFileEx + 0x41 0x75118ec1 C:\WINDOWS\SysWOW64\KERNELBASE.dll

17 AdobeCollabSync.exe AdobeCollabSync.exe + 0x42021 0xd22021 C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AdobeCollabSync.exe

18 AdobeCollabSync.exe AdobeCollabSync.exe + 0x427bd 0xd227bd C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AdobeCollabSync.exe

19 AdobeCollabSync.exe AdobeCollabSync.exe + 0x48f4c 0xd28f4c C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AdobeCollabSync.exe

20 AdobeCollabSync.exe AdobeCollabSync.exe + 0x51272 0xd31272 C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AdobeCollabSync.exe

21 AdobeCollabSync.exe AdobeCollabSync.exe + 0x51695 0xd31695 C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AdobeCollabSync.exe

22 AdobeCollabSync.exe AdobeCollabSync.exe + 0x94c35 0xd74c35 C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AdobeCollabSync.exe

23 AdobeCollabSync.exe AdobeCollabSync.exe + 0x950a1 0xd750a1 C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AdobeCollabSync.exe

24 AdobeCollabSync.exe AdobeCollabSync.exe + 0x7bea1 0xd5bea1 C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AdobeCollabSync.exe

25 AdobeCollabSync.exe AdobeCollabSync.exe + 0x7c068 0xd5c068 C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AdobeCollabSync.exe

26 AdobeCollabSync.exe AdobeCollabSync.exe + 0x9db25 0xd7db25 C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AdobeCollabSync.exe

27 AdobeCollabSync.exe AdobeCollabSync.exe + 0x6c79d 0xd4c79d C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AdobeCollabSync.exe

28 AdobeCollabSync.exe AdobeCollabSync.exe + 0x9e6c5 0xd7e6c5 C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AdobeCollabSync.exe

29 AdobeCollabSync.exe AdobeCollabSync.exe + 0x9efd8 0xd7efd8 C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AdobeCollabSync.exe

30 AdobeCollabSync.exe AdobeCollabSync.exe + 0xb50a5 0xd950a5 C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AdobeCollabSync.exe

31 AdobeCollabSync.exe AdobeCollabSync.exe + 0xb6aa7 0xd96aa7 C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AdobeCollabSync.exe

32 AdobeCollabSync.exe AdobeCollabSync.exe + 0xb7382 0xd97382 C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AdobeCollabSync.exe

33 AdobeCollabSync.exe AdobeCollabSync.exe + 0x9558c 0xd7558c C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AdobeCollabSync.exe

34 AdobeCollabSync.exe AdobeCollabSync.exe + 0x95a20 0xd75a20 C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AdobeCollabSync.exe

35 AdobeCollabSync.exe AdobeCollabSync.exe + 0x95aeb 0xd75aeb C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AdobeCollabSync.exe

36 AdobeCollabSync.exe gudeSetMultipartUploadThreshold + 0xaa21d 0xf4a05d C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AdobeCollabSync.exe

37 AdobeCollabSync.exe gudeSetMultipartUploadThreshold + 0x9ace3 0xf3ab23 C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AdobeCollabSync.exe

38 AdobeCollabSync.exe gudeSetMultipartUploadThreshold + 0x9ab19 0xf3a959 C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AdobeCollabSync.exe

39 AdobeCollabSync.exe gudeSetMultipartUploadThreshold + 0x9f3af 0xf3f1ef C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AdobeCollabSync.exe

40 AdobeCollabSync.exe gudeSetMultipartUploadThreshold + 0xf5fd8 0xf95e18 C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AdobeCollabSync.exe

41 AdobeCollabSync.exe gudeSetMultipartUploadThreshold + 0xf59ca 0xf9580a C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AdobeCollabSync.exe

42 AdobeCollabSync.exe gudeSetMultipartUploadThreshold + 0x7c22e 0xf1c06e C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AdobeCollabSync.exe

43 KERNEL32.DLL BaseThreadInitThunk + 0x24 0x74298484 C:\WINDOWS\SysWOW64\KERNEL32.DLL

44 ntdll.dll RtlValidSecurityDescriptor + 0x11a 0x77a0305a C:\WINDOWS\SysWOW64\ntdll.dll

45 ntdll.dll RtlValidSecurityDescriptor + 0xea 0x77a0302a C:\WINDOWS\SysWOW64\ntdll.dll

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New Here ,
Oct 23, 2018 Oct 23, 2018

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Hello,

This happens right after opening Adobe and not after 15 seconds. It happens regardless of opening the program and doesn't require a PDF be open. I've emailed you a copy of the ProcMon logs.

The following below are the errors seen for me:

adobeerror.PNGadoberror2.PNG

If we put that Regkey entry in, everything works fine, as soon as we take it out, it does this again.

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New Here ,
Oct 24, 2018 Oct 24, 2018

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Any word on updates for this issue today? 

We have the same issue with our Server 2016 Std RDS, however the regkey/disabling 'Protect mode at startup' doesn't fix it for us.  The only way we were are able to open it is by using the 'Run as admin' feature and entering credentials of an elevated account.

Why does Adobe require you to be an admin to run it now, post the recent updates? 

Our application event logs are flooded with this message:

Faulting application name: AcroRd32.exe, version: 19.8.20080.44583, time stamp: 0x5bca51c0

Faulting module name: AcroRd32.dll, version: 19.8.20080.44583, time stamp: 0x5bca51b4

Exception code: 0xc0000005

Fault offset: 0x00989f7b

Faulting process id: 0x71cc

Faulting application start time: 0x01d46bb7ab22de9a

Faulting application path: C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AcroRd32.exe

Faulting module path: C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AcroRd32.dll

Report Id: 75fb4ce3-643b-4c11-a369-09917af26edf

Faulting package full name:

Faulting package-relative application ID:

Uninstall/reinstalling doesn't help,nor does disabling the AV.

We'd prefer not to make our users admins to this server so any fixes or available older version is our hopes.

Please keep us posted.  For now I'm removing the app and going to make the system default to opening .pdfs from a browser instead.

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Adobe Employee ,
Oct 24, 2018 Oct 24, 2018

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Hi Teresaw35381085,

Crash on launch after 15 seconds is fixed. Crash on launch issue is being investigated .

But your issue seems to be a little different.

Can you please share the crash dump for the crash which occurs after disabling protected mode at startup check box.

For crash dump

Thanks,

Shakti K

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Community Beginner ,
Oct 24, 2018 Oct 24, 2018

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when you say, "crash on launch after 15 seconds is fixed," what is the solution? It is not "fixed" for me.

Heath

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Adobe Employee ,
Oct 24, 2018 Oct 24, 2018

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Hi Heathf95796440,

Sorry for the inconvenience.

Issue originally reported was fixed in the Adobe Acrobat and Reader official update (19.008.20074).

But there are few users who are still facing another crash on launch which is being investigated.

As in your earlier post, no registry changes fixed the issue at our end?

Which means below registry changes didnt fix the issue at your end. Can you please confirm.

If that's the case can you also please share the crash dump after creating this registry key

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

-> bProtectedMode

-> value : 0

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