Adobe Reader DC 2020 Not Closing After Signature Added

Report · May 26, 2020

I have an issue with Adobe Reader DC on Citrix servers where when a user adds their signature into a document and does a Save As to create a new one, the AcroRd32.exe and RdrCEF.exe executables stay open in task manager after closing down the Reader GUI. When trying to open Reader again, it hangs for a very long time befor it gives the "Acrobat failed to connect to a DDE server." error. I have tried uninstalling/reinstalling using the removal tool. I've tried different OS's, but the issue persists. For clarity I have tried:

Scenario 1: Server 2008 R2 / XenApp 6.5 / Reader DC 2020.009.20063
Scenario 2: Server 2016 / XenDesktop 7.15 / Reader DC 2019.010.20098

Scenario 3: Server 2016 / XenDesktop 7.15 / Reader DC 2020.009.20063

The only thing I can think of is that adding a signature invokes some call to Adobe Cloud that I can't find any documentation on that we may be blocking at the firewall level.

Any suggestions would be appreciated.

Report · May 29, 2020

The same behavior is occurring in my environment running Windows Server 2016 with XenDesktop 7.15

Launched Adobe Reader and the following processes running

Click on Fill & Sign

Type “Test_adobe” as the signature or initial and save file.

Verify the processes running.

Close adobe reader and verify processes running.

If you the taskbar doesn’t show any adobe reader file open, but the process is still active.

Attempted to launch adobe reader, and it didn’t launch. The following processes are running.

Report · May 29, 2020

The following is quick analysis of the windbg log while the process is running but the application was closed.
Any assistance would be great.

*** wait with pending attach

************* Symbol Path validation summary **************
Response Time (ms) Location
Deferred srv*C:\localsymbols*http://msdl.microsoft.com/download/symbols
Symbol search path is: srv*C:\localsymbols*http://msdl.microsoft.com/download/symbols
Executable search path is:
ModLoad: 00d10000 00f7c000 C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AcroRd32.exe
ModLoad: 76f70000 770f2000 C:\Windows\SYSTEM32\ntdll.dll
ModLoad: 76950000 76a30000 C:\Windows\System32\KERNEL32.DLL
ModLoad: 741a0000 74342000 C:\Windows\System32\KERNELBASE.dll
ModLoad: 6a470000 6a502000 C:\Windows\system32\apphelp.dll
ModLoad: 64bd0000 64e2f000 C:\Windows\AppPatch\AcGenral.DLL
ModLoad: 74660000 7471e000 C:\Windows\System32\msvcrt.dll
ModLoad: 76670000 766b1000 C:\Windows\System32\sechost.dll
ModLoad: 76820000 768e1000 C:\Windows\System32\RPCRT4.dll
ModLoad: 73a50000 73a6f000 C:\Windows\System32\SspiCli.dll
ModLoad: 73a40000 73a4a000 C:\Windows\System32\CRYPTBASE.dll
ModLoad: 74720000 7477a000 C:\Windows\System32\bcryptPrimitives.dll
ModLoad: 74780000 747c6000 C:\Windows\System32\SHLWAPI.dll
ModLoad: 76ae0000 76cf0000 C:\Windows\System32\combase.dll
ModLoad: 76e60000 76f3f000 C:\Windows\System32\ucrtbase.dll
ModLoad: 74170000 7419b000 C:\Windows\System32\GDI32.dll
ModLoad: 762a0000 763fa000 C:\Windows\System32\gdi32full.dll
ModLoad: 766c0000 76820000 C:\Windows\System32\USER32.dll
ModLoad: 76ac0000 76ad5000 C:\Windows\System32\win32u.dll
ModLoad: 76400000 764ec000 C:\Windows\System32\ole32.dll
ModLoad: 74880000 74916000 C:\Windows\System32\OLEAUT32.dll
ModLoad: 740d0000 7414b000 C:\Windows\System32\msvcp_win.dll
ModLoad: 74920000 75cf5000 C:\Windows\System32\SHELL32.dll
ModLoad: 74350000 74386000 C:\Windows\System32\cfgmgr32.dll
ModLoad: 73b10000 7407e000 C:\Windows\System32\windows.storage.dll
ModLoad: 74080000 740c5000 C:\Windows\System32\powrprof.dll
ModLoad: 76a40000 76ab7000 C:\Windows\System32\advapi32.dll
ModLoad: 74430000 7443d000 C:\Windows\System32\kernel.appcore.dll
ModLoad: 73a80000 73b08000 C:\Windows\System32\shcore.dll
ModLoad: 75d00000 75d0f000 C:\Windows\System32\profapi.dll
ModLoad: 6afa0000 6b015000 C:\Windows\SYSTEM32\UxTheme.dll
ModLoad: 6b6c0000 6b6e4000 C:\Windows\SYSTEM32\WINMM.dll
ModLoad: 700f0000 70105000 C:\Windows\SYSTEM32\samcli.dll
ModLoad: 64bb0000 64bc8000 C:\Windows\SYSTEM32\MSACM32.dll
ModLoad: 72b30000 72b38000 C:\Windows\SYSTEM32\VERSION.dll
ModLoad: 73870000 7388a000 C:\Windows\SYSTEM32\USERENV.dll
ModLoad: 6a860000 6a87f000 C:\Windows\SYSTEM32\dwmapi.dll
ModLoad: 6f7e0000 6f976000 C:\Windows\SYSTEM32\urlmon.dll
ModLoad: 6b020000 6b08a000 C:\Windows\SYSTEM32\WINSPOOL.DRV
ModLoad: 6a700000 6a716000 C:\Windows\SYSTEM32\MPR.dll
ModLoad: 6af70000 6af93000 C:\Windows\SYSTEM32\WINMMBASE.dll
ModLoad: 6f5a0000 6f7d7000 C:\Windows\SYSTEM32\iertutil.dll
ModLoad: 73770000 7378b000 C:\Windows\SYSTEM32\bcrypt.dll
ModLoad: 76f40000 76f65000 C:\Windows\System32\IMM32.DLL
ModLoad: 738a0000 738f0000 C:\Program Files (x86)\Citrix\system32\MfApHook.dll
ModLoad: 736d0000 736fa000 C:\Windows\system32\RTWORKQ.DLL
ModLoad: 73640000 736c5000 C:\Program Files (x86)\Citrix\system32\CtxMFPlugin.dll
ModLoad: 73490000 73514000 C:\Windows\SYSTEM32\MF.dll
ModLoad: 73520000 73634000 C:\Windows\SYSTEM32\MFPlat.DLL
ModLoad: 730b0000 73481000 C:\Windows\SYSTEM32\MFCORE.DLL
ModLoad: 764f0000 7666e000 C:\Windows\System32\CRYPT32.dll
ModLoad: 74500000 7450e000 C:\Windows\System32\MSASN1.dll
ModLoad: 730a0000 730a7000 C:\Windows\SYSTEM32\ksuser.dll
ModLoad: 72f90000 73099000 C:\Windows\SYSTEM32\mfperfhelper.dll
ModLoad: 72f60000 72f8f000 C:\Program Files (x86)\Citrix\system32\CtxGraphicsHelper.dll
ModLoad: 75e90000 7629b000 C:\Windows\System32\SETUPAPI.dll
ModLoad: 72f00000 72f55000 C:\Program Files (x86)\Citrix\system32\mmhook.dll
ModLoad: 72eb0000 72ef4000 C:\Program Files (x86)\Citrix\system32\Sfrhook.dll
ModLoad: 73890000 7389f000 C:\Windows\SYSTEM32\WTSAPI32.dll
ModLoad: 72e60000 72ea5000 C:\Program Files (x86)\Citrix\system32\ShellHook.dll
ModLoad: 72d30000 72e57000 C:\Program Files (x86)\Citrix\system32\scardhook.dll
ModLoad: 72cb0000 72d25000 C:\Program Files (x86)\Citrix\system32\twnhook.dll
ModLoad: 72c80000 72ca6000 C:\Program Files (x86)\Citrix\system32\cxinjime.dll
ModLoad: 72c10000 72c7f000 C:\Program Files\AppSense\Environment Manager\Agent\Wow64\EmLoader.dll
ModLoad: 6a100000 6a225000 c:\program files\appsense\environment manager\agent\wow64\PVC.dll
ModLoad: 6af00000 6af28000 C:\Windows\SYSTEM32\ntmarta.dll
ModLoad: 70250000 70293000 C:\Windows\SYSTEM32\WINSTA.dll
ModLoad: 74520000 74654000 C:\Windows\System32\MSCTF.dll
ModLoad: 6bce0000 6beea000 C:\Windows\WinSxS\x86_microsoft.windows.common-controls_6595b64144ccf1df_6.0.14393.3053_none_c58d796d97be2a63\Comctl32.dll
ModLoad: 61960000 6323f000 C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AcroRd32.dll
ModLoad: 64640000 64ba5000 C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AGM.dll
ModLoad: 64620000 64640000 C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\BIB.dll
ModLoad: 64340000 64619000 C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\CoolType.dll
ModLoad: 6bf10000 6bf7f000 C:\Windows\SYSTEM32\MSVCP140.dll
ModLoad: 6bef0000 6bf03000 C:\Windows\SYSTEM32\VCRUNTIME140.dll
ModLoad: 64240000 64332000 C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\ACE.dll
ModLoad: 69480000 69488000 C:\Windows\SYSTEM32\SensApi.dll
ModLoad: 6a520000 6a526000 C:\Program Files (x86)\Imprivata\OneSign Agent\ISXHookInit.dll
ModLoad: 6c230000 6c2e6000 C:\Program Files (x86)\Imprivata\OneSign Agent\ISXHook.dll
ModLoad: 6e160000 6e34d000 C:\Program Files (x86)\Imprivata\OneSign Agent\ISXUtils.dll
ModLoad: 74440000 744a3000 C:\Windows\System32\WS2_32.dll
ModLoad: 03520000 03599000 C:\Program Files (x86)\Imprivata\OneSign Agent\ISXCrypt.dll
ModLoad: 6dee0000 6df50000 C:\Program Files (x86)\Imprivata\OneSign Agent\ISXComm.dll
ModLoad: 6cc80000 6cccb000 C:\Program Files (x86)\Imprivata\OneSign Agent\ISXSendKeys.dll
ModLoad: 6b090000 6b0a7000 C:\Windows\SYSTEM32\USP10.dll
ModLoad: 702d0000 702fd000 C:\Windows\SYSTEM32\WinSCard.dll
ModLoad: 6b630000 6b6bb000 C:\Program Files (x86)\Imprivata\OneSign Agent\isxtrace_dll.dll
ModLoad: 6c070000 6c1d9000 C:\Windows\WinSxS\x86_microsoft.windows.gdiplus_6595b64144ccf1df_1.1.14393.3442_none_f6778240f251727d\gdiplus.dll
ModLoad: 73830000 7385f000 C:\Windows\SYSTEM32\IPHLPAPI.DLL
ModLoad: 73720000 73733000 C:\Windows\SYSTEM32\NETAPI32.dll
ModLoad: 04ab0000 04b2c000 C:\Program Files (x86)\Imprivata\OneSign Agent\wolfssl-fips.dll
ModLoad: 73860000 7386a000 C:\Windows\SYSTEM32\Secur32.dll
ModLoad: 6b5d0000 6b624000 C:\Windows\SYSTEM32\OLEACC.dll
ModLoad: 702a0000 702c2000 C:\Windows\SYSTEM32\DEVOBJ.dll
ModLoad: 72430000 72438000 C:\Windows\SYSTEM32\DPAPI.DLL
ModLoad: 6af30000 6af40000 C:\Windows\SYSTEM32\WKSCLI.DLL
ModLoad: 70140000 7014b000 C:\Windows\SYSTEM32\NETUTILS.DLL
ModLoad: 70110000 7013f000 C:\Windows\SYSTEM32\LOGONCLI.DLL
ModLoad: 75d10000 75d94000 C:\Windows\System32\clbcatq.dll
ModLoad: 69780000 697c4000 C:\Windows\system32\dataexchange.dll
ModLoad: 66310000 66540000 C:\Windows\system32\d3d11.dll
ModLoad: 69490000 695a3000 C:\Windows\system32\dcomp.dll
ModLoad: 697d0000 69853000 C:\Windows\system32\dxgi.dll
ModLoad: 6f0e0000 6f1d1000 C:\Windows\system32\twinapi.appcore.dll
ModLoad: 64200000 64236000 C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AXE8SharedExpat.dll
ModLoad: 63f50000 641fd000 C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\plug_ins\EScript.api
ModLoad: 74510000 74516000 C:\Windows\System32\PSAPI.DLL
ModLoad: 63840000 63f4f000 C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\plug_ins\Annots.api
ModLoad: 618f0000 61959000 C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\sqlite.dll
ModLoad: 614b0000 618ec000 C:\Windows\system32\explorerframe.dll
ModLoad: 6ee60000 6efaf000 C:\Windows\SYSTEM32\PROPSYS.dll
ModLoad: 63810000 6383b000 C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\BIBUtils.dll
ModLoad: 5be40000 5be8a000 C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\adoberfp.dll
ModLoad: 65f80000 6630c000 C:\Windows\SYSTEM32\msi.dll
ModLoad: 5bdb0000 5bdd1000 C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\plug_ins\IA32.api
ModLoad: 6a880000 6abfe000 C:\Windows\SYSTEM32\WININET.dll
ModLoad: 6a360000 6a370000 C:\Windows\SYSTEM32\ondemandconnroutehelper.dll
ModLoad: 6b0b0000 6b14f000 C:\Windows\SYSTEM32\winhttp.dll
ModLoad: 6f310000 6f35e000 C:\Windows\system32\mswsock.dll
ModLoad: 6a300000 6a308000 C:\Windows\SYSTEM32\WINNSI.DLL
ModLoad: 73a70000 73a77000 C:\Windows\System32\NSI.dll
ModLoad: 654e0000 65565000 C:\Windows\SYSTEM32\mscms.dll
ModLoad: 63240000 634e3000 C:\Windows\SYSTEM32\Msftedit.dll
ModLoad: 65040000 65176000 C:\Windows\System32\Windows.Globalization.dll
ModLoad: 64fe0000 65032000 C:\Windows\System32\Bcp47Langs.dll
ModLoad: 64fb0000 64fd5000 C:\Windows\SYSTEM32\globinputhost.dll
ModLoad: 5bde0000 5be32000 C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\plug_ins\Spelling.api
ModLoad: 5bd20000 5bda3000 C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AdobeLinguistic.dll
ModLoad: 5afe0000 5bd18000 C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\plug_ins\AcroForm.api
ModLoad: 5af30000 5afdc000 C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AXSLE.dll
ModLoad: 5ade0000 5af2d000 C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\plug_ins\DigSig.api
ModLoad: 5a6e0000 5add2000 C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\plug_ins\PPKLite.api
ModLoad: 63800000 63808000 C:\Windows\SYSTEM32\WSOCK32.dll
ModLoad: 597c0000 5a6d3000 C:\Program Files (x86)\Common Files\Adobe\Reader\DC\Linguistics\Providers\Plugins2\AdobeHunspellPlugin\AdobeHunspellPlugin.dll
ModLoad: 59780000 597ba000 C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\cryptocme.dll
ModLoad: 738f0000 739de000 C:\Windows\SYSTEM32\MSVCR120.dll
ModLoad: 59710000 59777000 C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\ccme_base.dll
ModLoad: 596d0000 5970b000 C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\ccme_asym.dll
ModLoad: 59640000 596c1000 C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\ccme_ecc.dll
ModLoad: 595e0000 59640000 C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\ccme_base_non_fips.dll
ModLoad: 72b70000 72b83000 C:\Windows\SYSTEM32\CRYPTSP.dll
ModLoad: 72b40000 72b6f000 C:\Windows\system32\rsaenh.dll
ModLoad: 59570000 595df000 C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\plug_ins\PDDom.api
ModLoad: 594f0000 59567000 C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AdobeXMP.dll
ModLoad: 6c1e0000 6c1e6000 C:\Windows\SYSTEM32\msimg32.dll
ModLoad: 74820000 7487c000 C:\Windows\System32\coml2.dll
(748.4a4): Break instruction exception - code 80000003 (first chance)
eax=0100b000 ebx=00000000 ecx=770138b0 edx=770138b0 esi=770138b0 edi=770138b0
eip=76fe0f20 esp=08b0f848 ebp=08b0f874 iopl=0 nv up ei pl zr na pe nc
cs=0023 ss=002b ds=002b es=002b fs=0053 gs=002b efl=00000246
ntdll!DbgBreakPoint:
76fe0f20 cc int 3
0:019> !thread
No export thread found
0:019> !analyze -v
*******************************************************************************
* *
* Exception Analysis *
* *
*******************************************************************************

*** ERROR: Symbol file could not be found. Defaulted to export symbols for C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AcroRd32.dll -
*** ERROR: Symbol file could not be found. Defaulted to export symbols for C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AcroRd32.exe -
*** ERROR: Symbol file could not be found. Defaulted to export symbols for C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AGM.dll -
*** ERROR: Symbol file could not be found. Defaulted to export symbols for C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AdobeLinguistic.dll -
GetUrlPageData2 (WinHttp) failed: 12002.

FAULTING_IP:
ntdll!DbgBreakPoint+0
76fe0f20 cc int 3

EXCEPTION_RECORD: ffffffff -- (.exr 0xffffffffffffffff)
ExceptionAddress: 76fe0f20 (ntdll!DbgBreakPoint)
ExceptionCode: 80000003 (Break instruction exception)
ExceptionFlags: 00000000
NumberParameters: 1
Parameter[0]: 00000000

CONTEXT: 00000000 -- (.cxr 0x0;r)
eax=0100b000 ebx=00000000 ecx=770138b0 edx=770138b0 esi=770138b0 edi=770138b0
eip=76fe0f20 esp=08b0f848 ebp=08b0f874 iopl=0 nv up ei pl zr na pe nc
cs=0023 ss=002b ds=002b es=002b fs=0053 gs=002b efl=00000244
ntdll!DbgBreakPoint:
76fe0f20 cc int 3

FAULTING_THREAD: 000004a4

DEFAULT_BUCKET_ID: STATUS_BREAKPOINT

PROCESS_NAME: AcroRd32.exe

ERROR_CODE: (NTSTATUS) 0x80000003 - {EXCEPTION} Breakpoint A breakpoint has been reached.

EXCEPTION_CODE: (HRESULT) 0x80000003 (2147483651) - One or more arguments are invalid

EXCEPTION_PARAMETER1: 00000000

APP: acrord32.exe

ANALYSIS_VERSION: 6.3.9600.17336 (debuggers(dbg).150226-1500) x86fre

PRIMARY_PROBLEM_CLASS: STATUS_BREAKPOINT

BUGCHECK_STR: APPLICATION_FAULT_STATUS_BREAKPOINT

LAST_CONTROL_TRANSFER: from 770138e9 to 76fe0f20

STACK_TEXT:
08b0f844 770138e9 3d5526f4 770138b0 770138b0 ntdll!DbgBreakPoint
08b0f874 769662c4 00000000 769662a0 3cfd1e24 ntdll!DbgUiRemoteBreakin+0x39
08b0f888 76fd1e39 00000000 3d552650 00000000 KERNEL32!BaseThreadInitThunk+0x24
08b0f8d0 76fd1e04 ffffffff 76ff36d2 00000000 ntdll!__RtlUserThreadStart+0x2f
08b0f8e0 00000000 770138b0 00000000 00000000 ntdll!_RtlUserThreadStart+0x1b

STACK_COMMAND: .cxr 0x0 ; kb

FOLLOWUP_IP:
ntdll!DbgBreakPoint+0
76fe0f20 cc int 3

SYMBOL_STACK_INDEX: 0

SYMBOL_NAME: ntdll!DbgBreakPoint+0

FOLLOWUP_NAME: MachineOwner

MODULE_NAME: ntdll

IMAGE_NAME: ntdll.dll

DEBUG_FLR_IMAGE_TIMESTAMP: 5d786bcf

FAILURE_BUCKET_ID: STATUS_BREAKPOINT_80000003_ntdll.dll!DbgBreakPoint

BUCKET_ID: APPLICATION_FAULT_STATUS_BREAKPOINT_ntdll!DbgBreakPoint+0

ANALYSIS_SOURCE: UM

FAILURE_ID_HASH_STRING: um:status_breakpoint_80000003_ntdll.dll!dbgbreakpoint

FAILURE_ID_HASH: {667ebd38-807b-2cdd-09de-44b27291b228}

Followup: MachineOwner
---------

Report · Sep 10, 2020

Hey,

Hope you are doing well and sorry for the trouble.

If you are still experiencing an issue and receive the error " Acrobat failed to connect to a DDE server", please use the troubleshooting steps suggested in the following help document: https://helpx.adobe.com/acrobat/kb/failed-to-connect-to-dde-server.html

Let us know how it goes.

Thanks,

Meenakshi