Adobe Reader 25.1.20982.0 Crash

[CanRF]

Hi

In our Enterprise we Upgrade Adobe Reader x86 from 25.1.20813.0 to 25.1.20982.0.

After that most but not all client (W10 and W11) can't open Adobe Reader and get the following errors

or in Browser 

What should I do to fix this?

[AnandSri]

Hello @CanRF

I hope you are doing well, and thank you for reaching out.

Thanks for sharing the error screenshots and version details. To help you better, could you please confirm the following:

• Are you using any specific deployment method (e.g., SCCM, Intune, GPO) to push the update to the Reader?
• Are there any custom security settings or AppLocker/Defender configurations applied in your environment?
• Can you confirm whether Protected Mode is enabled by default for all users?
• Does the issue occur only when opening Reader directly, or also when opening PDFs in the browser?

Symptoms (from your screenshots):

• AppContainer–Inkompatibilität im geschützten Modus prompt
• “Es ist ein Problem … (103:103)” restart message

These indicate the Reader is failing to start inside AppContainer while Protected Mode is enabled after the upgrade. This is commonly due to endpoint security or policy conflicts

Suggestions:

1) Policy change (pilot ring first):
Disable AppContainer but keep Protected Mode ON via Group Policy/registry.

2) Endpoint security check (if you must keep AppContainer ON):
Add exceptions or adjust Exploit Protection for Acrobat/Reader, AcroCEF, and AdobeCollabSync in your EDR/AV

See this article for more information: https://adobe.ly/4pRUhfa

Regards,

Anand Sri.

[CanRF]

Hi AnandSri

Thanks for your replay.

• Are you using any specific deployment method (e.g., SCCM, Intune, GPO) to push the update to the Reader?
  I create an admin Install Point and the client take the update at next boot. This works for the last 10 years well.
• Are there any custom security settings custom security settings or AppLocker/Defender or AppLocker/Defender configurations applied in your environment?
  There are lots of custom security settings and AppLocker and Defender in our environment. This as before.
• Can you confirm whether Protected Mode is enabled by default for all users?
  Protected Mode is enabled by GPO.
• Does the issue occur only when opening Reader directly, or also when opening PDFs in the browser?
  In both cases. On Message is when opening Reader directly and the other when opening PDFs in the browser.

These indicate the Reader is failing to start inside AppContainer while Protected Mode is enabled after the upgrade. This is commonly due to endpoint security or policy conflicts

For the last 10 years it works fine in our environment. Rollback to 25.1.20813.0 works fine in our environment

Suggestions:

1) Policy change (pilot ring first):
Disable AppContainer but keep Protected Mode ON via Group Policy/registry.

  I find the info under Preference Reference for Acrobat and Adobe Reader so I will test

2) Endpoint security check (if you must keep AppContainer ON):
Add exceptions or adjust Exploit Protection for Acrobat/Reader, AcroCEF, and AdobeCollabSync in your EDR/AV

  I will test

Thanks for more explanations.

CanRF

[AnandSri]

Thank you for sharing the detailed information, @CanRF.

I will have this checked internally and will let you know how it goes after the tests. Additionally, if the issue persists, please provide the exact version of the OS details from the affected user's machine. And, the Logs from the affected machine. To collect the logs, please refer to this article on collecting all logs from the affected machine: Adobe Acrobat Diagnostics. Please share the log ID with us for further investigation: https://adobe.ly/49W7nmJ

Thanks,

Anand Sri.

[CanRF]

Most Client has got 

Windows 10 Pro x64 Version 22H2 (Build 19045.6456)

One Client has got 

Windows 11 Pro x64 Version 24H2 (Build 26100.4770)

The Problem exist as User and as Administrator

[CanRF]

Dear Support

I rename HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Adobe to Adobe$ so no policies exist until next refresh.

I get AppContainer–Inkompatibilität im geschützten Modus prompt as above.

I set HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Adobe\Acrobat Reader\DC\FeatureLockdown

bProtectedMode: 0

bEnableProtectedModeAppContainer: 0 or 1

I get 

I set HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Adobe\Acrobat Reader\DC\FeatureLockdown

bProtectedMode: 1

bEnableProtectedModeAppContainer: 0

AdobeReader does not start any more.

[AnandSri]

Thank you for sharing the detailed information, @CanRF.

I will have this checked internally and will let you know the results after the tests. Additionally, if the issue persists, please provide the exact version of the OS details from the affected user's machine. And, the Logs from the affected machine. To collect the logs, please refer to this article on collecting all logs from the affected machine: Adobe Acrobat Diagnostics. Please share the log ID with us for further investigation: https://adobe.ly/49W7nmJ

Thanks,

Anand Sri.

[CanRF]

Dear Support

I try to create a CrashDump but without success.

I add as admin to the registry

[HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\Windows Error Reporting\LocalDumps]
"DumpCount"=dword:00000010
"DumpType"=dword:00000002
"DumpFolder"=hex(2):25,00,4c,00,4f,00,43,00,41,00,4c,00,41,00,50,00,50,00,44,\
00,41,00,54,00,41,00,25,00,5c,00,43,00,72,00,61,00,73,00,68,00,44,00,75,00,\
6d,00,70,00,73,00,00,00

I run AdobeReader with and without ProtectedMode (GPO).

There is no CrashDump nor the Crashdump Folder created.

[CanRF]

In the event log I get 

Die Ausführung von %OSDRIVE%\USERS\ADM_CAN\APPDATA\LOCAL\MICROSOFT\EDGE\USER DATA\DOMAIN ACTIONS\3.0.0.16\DOMAIN_ACTIONS.DLL wurde verhindert.

But I don't know there is a dependency to Adobe Reader

[steve_5806]

We are having the same issue, upgraded this morning from Adobe Acrobat Reader DC 25.001.20937 to Adobe Acrobat Reader DC 25.001.20982. We are using 32bit of Adobe Reader but have managed to get a fix by installing Microsoft Visual C++ v14 Redistributable (x86)

[AnandSri]

Hello @steve_5806, Thank you for sharing the workaround that It works after installing Visual C++. 

@ CanRF If the issue continues, please collect the logs as mentioned in this article, and share the logs with the log ID with us for further investigations: https://adobe.ly/4iyPXPk

~Anand Sri

[steve_5806]

it would be good to understand why this update to v25.001.20982 has caused Adobe to act differently.

[AnandSri]

Thank you for the details @steve_5806 & @CanRF

We have already reported this to the product team for further investigation into the root cause. The logs help us isolate the causing module, allowing the team to work on the fix.

We will share an update as soon as we receive any information from the team. As a workaround, installing the Microsoft Visual C++ v14 Redistributable (x86) for 32-bit Acrobat Reader fixes the issue.

Thanks,

Anand Sri.

[steve_5806]

Hi Anand,

did you recieve any information from yout team that might indicate what caused this issue with the 25.001.20982 update for the 32bit version of Adobe Reader?

[AnandSri]

Hello @steve_5806

The Product team has identified the root cause and is working on a fix. I will share more details with you via email, which you have used to log in to the community. 

Thanks,

Anand Sri.

[dreamy_writer4575]

Can you share more details with me as well?

[bubbly_flamingo5548]

@AnandSri 
is the issue has been rectified by adobe team ?

[S. S]

Hi @nesh48,

The team has addressed the issue, and the fix is expected to be live very soon.

Regards,
Souvik.

[CanRF]

Hi steve

Installing of VC_redist.x86 14.50.35710.0 solves my problem.

So I must support, update VC_redist on all clients.

This is not nice.

[steve_5806]

yeah, it's been a busy morning.

[bubbly_flamingo5548]

having the same error message as above for the same version 

[CanRF]

25.1.20997 work well

https://ardownload3.adobe.com/pub/adobe/reader/win/AcrobatDC/2500120997/AcroRdrDCUpd2500120997.msp

thanks