Adobe Reader DC has errors and crashes with Windows Server 2012 R2

[saege23]

We recently installed Adobe Reader DC version of Adobe on our Windows Server 2012 R2 servers and are having issues since the launch. Few of the issues we have seen are as follows:

1. This version is a bit clunky and hangs.
2. Has a lot of pop-up boxes that appears each time I open a document.
3. Each time I open a document there is a Welcome pop-up box
4. It is a bit slow to respond between clicks
5. If I click on any options like File. The application hangs and then crashes. (see attached crash message)

Any help to resolve this would be helpful.

Thank you

[AadeshSingh]

Hi Sandy,

I am so sorry that you are experiencing this issue, lets try to get this issue resolved.

I will recommend you to uninstall Adobe Acrobat Reader DC & then re-install it again using this link  Adobe Acrobat Reader DC Install for all versions‌

*Make sure that you have disabled the protected mode before re-installing the application. Please refer to this KB doc. Protected Mode troubleshooting | Adobe Reader

Let me know if the issue persist.

Regards,

Aadesh

[LOML17]

I'm having the same issue.  However, I do not have Adobe Acrobat Reader DC installed.  I uninstalled it a few months ago.  This error just started showing up a last week.  I exclusively use Adobe Acrobat Pro, the newest version.  Over 6 months ago, I had Reader DC, but it kept acting up and crashing.  Therefore, I uninstalled it, since I have Acrobat Pro.  However, as i mentioned above, last week this message keeps popping up even though I say "Close the program". 

The odd thing is, I do not have Reader DC as I stated above, I uninstalled it, so why am I having this issue?  I uninstalled my Acrobat Pro and reinstalled it and I'm still having the same issue.  Does anyone have any suggestions? Thank you.

Problem Details:

Adobe Acrobat Reader DC has stopped working. 

Problem signature:

  Problem Event Name: APPCRASH

  Application Name: acrord32.exe

  Application Version: 15.8.20082.15957

  Application Timestamp: 55960b88

  Fault Module Name: acrord32.exe

  Fault Module Version: 15.8.20082.15957

  Fault Module Timestamp: 55960b88

  Exception Code: 40000015

  Exception Offset: 000dfb9d

  OS Version: 6.1.7601.2.1.0.256.48

  Locale ID: 1033

  Additional Information 1: 7196

  Additional Information 2: 71966aa44fc90d07542da354f1126cf0

  Additional Information 3: 9a61

  Additional Information 4: 9a613412be2432f1284ee0e39530abfa

Read our privacy statement online:

  http://go.microsoft.com/fwlink/?linkid=104288&clcid=0x0409

If the online privacy statement is not available, please read our privacy statement offline:

  C:\Windows\system32\en-US\erofflps.txt

[pwillener]

Some things do not make sense in your post

1. "Over 6 months ago, I had Reader DC": Acrobat DC and Reader DC was released in April 2015
2. "I do not have Reader DC": yet it is the latest Reader DC version that is crashing

Two questions:

1. do you see Acrobat Reader DC in your Programs & Features?
2. do you actually use Reader DC when it is crashing?

[LOML17]

Please see my responses.  It is my first time posting a question and I am not as tech savy as the rest of this group. 

Some things do not make sense in your post

1. "Over 6 months ago, I had Reader DC": Acrobat DC and Reader DC was released in April 2015 - My apologizes - I have had Acrobat Pro DC and Reader DC since it was released.  However, about 1-2 months ago I uninstalled Reader DC. 
2. "I do not have Reader DC": yet it is the latest Reader DC version that is crashing - As I stated above, I uninstalled Reader DC, but I keep getting this error.  It may be possible there are still something left of the program - Also, I have only been receiving this error message as of last week. 

Two questions:

1. do you see Acrobat Reader DC in your Programs & Features?  As I stated above and in my questions - I do not have Acrobat Reader DC in my Programs & Features - it is not in the Programs panel - therefore I cannot delete it.
2. do you actually use Reader DC when it is crashing?  As I stated before - I do not use Reader DC - which is why I am asking this question - to my knowledge, I do not have Reader DC at all - since I uninstalled it a couple months ago - therefore I should not be receiving an error that it is crashing - but I am, hence my question to this forum. 

I would appreciate any suggestions. Thank you.

[pwillener]

Try running the Cleaner Tool http://labs.adobe.com/downloads/acrobatcleaner.html - this will remove all Acrobat and Reader versions.

[LOML17]

Thank you so much! I'll try it.

[pwillener]

Note that the Cleaner Tool may need to run multiple times to clean multiple Reader instances.

[ahtziri_angélicr63205800]

Oh god i have the same problem as you, did you fix it? how can I fix it?

[ferdinandd21248603]

So, apparently Adobe DC is for software developer use only, since you have to know how to recode your registry to make your substandard product work. Last I checked, when someone pays money for a subscription, the company is supposed to deliver a product THAT WORKS! I am in the middle of a quiz, and it requires that I use information on a .pdf document THAT KEEPS CRASHING BECAUSE ADOBE HIRES IDIOTS TO DO THEIR SOFTWARE DEVELOPMENT! I'll be blogging about Adobe's idiocy to the world, because I have more time to do that, than try to deal with a substandard company that SELLS products that DON'T WORK!

[janices74795357]

Adobe Pro DC acts like a virus.  It is not compatible with Windows 7, 8 or 10--the most widely used applications in the world.  It crashes Windows 7 every time I try to save a Word document as Adobe DC.  The screen freezes and I have to unplug the CPU at the wall to reboot.  All of the solutions proposed are beyond my skill.  I had to disable it.  Looking at this forum going back more than a year, Adobe is indifferent to the problem.  I am cancelling the subscription whether Adobe thinks I agreed to their shit or not. 

[jeffm57819078]

I just had the same issue on a 2012 R2 Remote Desktop server. I fixed it by creating a registry key called Privileged under HKEY_CURRENT_USER\Software\Adobe\Acrobat Reader\DC and then creating a DWORD value in that key called bProtectedMode and setting the value to 0. This was on a brand-new server that never had a previous version of any Adobe software on it.

This is a major kludge. Hopefully Adobe will fix it soon. By the way, here's the crash signature we were getting:

Problem signature:

  Problem Event Name: APPCRASH

  Application Name: AcroRd32.exe

  Application Version: 15.7.20033.2203

  Application Timestamp: 5507d7da

  Fault Module Name: AcroRd32.dll

  Fault Module Version: 15.7.20033.2203

  Fault Module Timestamp: 5507d7bf

  Exception Code: c0000005

  Exception Offset: 00a085ad

  OS Version: 6.3.9600.2.0.0.16.7

  Locale ID: 1033

  Additional Information 1: ac05

  Additional Information 2: ac0507478d1c5bd693cfc4fe3987e900

  Additional Information 3: ac05

  Additional Information 4: ac0507478d1c5bd693cfc4fe3987e900

Reference:

Protected Mode — Acrobat Application Security Guide

[techs99274037]

I just had the same issue on a 2012 R2 Remote Desktop server. I fixed it by creating a registry key called Privileged under HKEY_CURRENT_USER\Software\Adobe\Acrobat Reader\DC and then creating a DWORD value in that key called bProtectedMode and setting the value to 0. This was on a brand-new server that never had a previous version of any Adobe software on it.

This also fixed it on an RDS 2016 server.

I don't know why this is still an issue.

[jeremyg29472125]

I'm having exactly the same problem, brand new servers and it just refuses to work.

[Guest]

same Problem...

https://forums.adobe.com/thread/1865400

[GeEr]

Hello,

we have the same issue. We use W2012 R2 as Remotedesktop Servers. Editing vor each user the regestry on a Remotedesktop Server Farm is no solution. We installed on a new system.

The issue was raised here 6 weeks ago and it looks that there is now solution in the time between.

User need to reed PDF on the Remote Desktopn - but can't.

I would realy appriciate a solution.

Thanks

Gerhard

[GeEr]

Well yes, the solution is to set the value in the GPO. It works now on our farm!

[ashutoshmehra · Accepted solution]

Questions to the users facing this issue:

1. Do you have the Preview Pane enabled in File Explorer? If so, can you disable it temporarily to see if the problem goes away? On Windows 8, in Explorer go to the View tab, and if the "Preview Pane" button is pressed, un-press it. On Windows 7, towards the top-right (towards the left of the help icon) there's a "Show the preview pane" button; un-press it.

2. Make sure the following directories exist on your machine. If not, please create them:

C:\Users\USERNAME\AppData\Local\Adobe\Acrobat\DC\ToolsSearchCacheAcro

C:\Users\USERNAME\AppData\Local\Adobe\Acrobat\DC\ToolsSearchCacheRdr

replace USERNAME with your user name.

Does doing 1 and/or 2 resolve this issue?

[dp.arno]

Hi ashutoshmehra!

I have checked on 2 PC at work.

Users always use preview pane. Both had the issue.

I create the ToolsSearchCacheRdr on both and everything is fine now. They already have ToolsSearchCacheAcro.

Both AcroRd32.exe thread live and died properly.

On your next update, you can check if this folder exist

Thanks!

Arnault

edit:

I made this correction on Windows 7 SP1 Pro x64.

[mitchblessing]

Sure enough, there was a CacheAcro, but no CacheRdr folder there.

It seems that the problem affected previewing pdfs in windows explorer.

Fingers-crossed, but your suggestion seems to have solved this little niggling issue.

Thanks, m

[MariaPwCDenmark]

Hi

The 2 solutions seem to have fixed my issues. But will I "never" be able to use Preview Pane in File Explorer again?

I had to also create the folder ToolsSearchCacheRdr. I already have ToolsSearchCacheAcro.

My installation comes from Creative Cloud.

[carriet18448031]

My Acrobat DC keeps crashing and I tried uninstalling it and it won't go away, it won't let me update, I go into program files and it doesn't even show up there. Now I have no acrobat at all and I cannot seem to find out how to fix it

[bodywise02]

You would think Adobe would have solved this problem with so many complaints.  

I thought it was a problem with Windows 10.   Not. 

I made one change and it did solve the problem.  Simple.  Change windows explorer view to "details" not "view."   That worked.  Why? I  have no idea.   

When you see a lot of work-arounds and patches, it is rarely the answer.

Adobe, fix the program.

[OleYek]

I Found the solution for the problem. Same problem on Windows Server 2012 R2 RDS, sam crashes... The solution is to add registry entry. This entry disable Adobe Reader Sandobox protection.

1. Open Registry Editor - Regedit

2. Find Key: HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Adobe\Acrobat Reader\DC\FeatureLockDown

3. Create new DWORD Value:

          Value Name:  bProtectedMode

          Value Data:  0

4. Close Regeditor

Voila there no more crashes!

[ael818]

THANK YOU! After trying all of the fixes listed in this and one other thread, your solution worked. Thanks so much.