Adobe Reader 2017 & 2018 Issues

[jakeg83912993]

Hello,

I am an ICT Analyst at Buckinghamshire County Council. Our estate is currently experiencing issues with our versions of Adobe Reader. The majority of our estate is on 2017 and is having an issue whereby Adobe crashes on first use. Our 2018 users are having an issue where they need to click on PDFs 4 times before they open.

We have found that resetting a users adobe folder in there user profile creates a temporary work around for the 2018 issue but returns after the device is rebooted. If anyone can offer any advise on these issues that would be much appreciated.

Kind Regards,

Jake Green

[Adorobat]

Hi Jake,

Please try following troubleshooting steps:

1- Check if Reader is updated to the latest patch: click 'check for updates' under Help menu

2- If it is, try launching Reader as an administrator and check if that helps: Run an Adobe program as administrator | Windows 7, Vista

Could you let us know if there is any error message when Reader crashes? Also, dot version of Reader installed on the machine: Identify the product and its version for Acrobat and Reader DC , operating system running on the machine?

Thanks,

Shivam

[jakeg83912993]

Dear Shivam,

Adobe is updated to the latest patch but the issue remains. As we have a wide array of user running the software we cannot allow/expect them all to run the software as administrator, previously this has not been an issue.

It appears resetting the users acrobat folder in their profile temporarily fixes the issue. It returns when the user reboots or logs off and back on again.

Kind Regards,

Jake Green

Technology Services Analyst

[personal information removed by moderator]

[Adorobat]

Hi Jake,

Could you please try repairing Reader and check if that resolves the issue? Launch Reader > click Help > Repair Installation.

Reboot the machine after repair and try again.

Thanks,

Shivam

[jakeg83912993]

Hi,

We have attempted a repair but the issue persists.

Kind Regards,

Jake Green

Technology Services Analyst

[personal information removed by moderator]

[jakeg83912993]

Do you have any other suggestion on how we might fix the issue?

This is affecting a large amount of users and we would appreciate a quick resolution.

Regards,

Jake Green

[Adorobat]

Hi Jake,

Sorry for being late in answering your query.

Please try uninstalling Reader using cleaner tool which you can download from here: Download Adobe Reader and Acrobat Cleaner Tool - Adobe Labs , reboot the machine, install Reader DC from here: Adobe - Adobe Acrobat Reader DC Distribution.

Once installed, reboot the machine again and check.

Thanks,

Shivam

[jakeg83912993]

Hello Shivam

I have attempted this but there has been no improvement. Issue persists.

Do you have any other suggestions on a potential fix?

Regards,

Jake Green

[Adorobat]

Hi Jake,

Could you please try disabling protected mode at startup if Reader's interface is accessible and check if that resolves the issue. Launch Reader > click Edit > go to Preferences > Security (enhanced) > uncheck the box next to "Enable protected mode at startup" > click OK and check.

If Reader's interface is not accessible, disable protected mode in the registry using the steps given in this KB doc:

Protected Mode — Acrobat Application Security Guide

Please note: Disabling protected mode is for testing purpose only, enable protected mode when troubleshooting is complete.

Thanks,

Shivam

[jakeg83912993]

Hello Shivam,

We have tested your suggestion but unfortunately the issue persists.

Kind Regards,

Jake Green

[Adorobat]

Hi Jake,

It seems there are some group policies which gets effective once the machine is restarted. Could you please check if the group policies restrict permission on %temp% location.

-Shivam

[jakeg83912993]

Hi Shivam,

There are no policies to alter permission on the windows temp folder. Is there anything you'd we put in place to improve things?

Regards,

Jake Green