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A
Anonymous
June 10, 2021
Answered

Adobe Reader Error 10:10 (IE 11)

  • June 10, 2021
  • 37 replies
  • 52656 views

Hello.

 

I have about 250 machines on our domain and starting a few days ago, my users cannot open a PDF within Internet Explorer. Trying to do so gives the following: 

 

"There is a problem with Adobe Reader. If it is running, please exit and try again. (10:10)"

 

Of course manually killing any Adobe process does not work. I have tried disabling enhanced security as well as Protected Mode at Startup, which has corrected these errors in the past. However, my only solution for now has been to disable the Adobe Reader add-on for Inter Explorer 11. When this is disabled, it prompts the user to either open or save the document, which works fine. 

 

However, the PDF should be able to open in the browser as it's expected. I'm hoping someone can offer some insight because I have tried every solution Google has brought me to. 

 

Thanks, in advance.

This topic has been closed for replies.
Correct answer AnandSri

Hi,

 

Hope you are doing well and am sorry for the trouble you had. Please install the latest update of Acrobat & Reader 21.007.20091 Planned update, Sept 14, 2021 app and see if you still experience this issue.

 

Update the app from the help menu>select check for updates, install the latest patch and reboot the app and machine if possible.

 

To know more about the latest release, please see: Adobe Acrobat and Reader - September' 21 update is now available!

Let us know how it goes.

 

Regards,

Anand Sri.

37 replies

Show previous replies
B
Brice5C80
New Participant
June 14, 2021

The fix I found for the issue was to open Internet Explorer.

 

Go to Manage Add-ons

Show All add-ons

Disabled Adobe PDF Reader

The error went away and seemed to have been fixed.

 

 

Meenakshi Negi
Community Manager
Meenakshi NegiCommunity Manager
Community Manager
June 14, 2021

Hi All!

 

Thank you for reporting this and sorry for the inconvenience caused.

 

We have sent you an email with some information.

Please check your inbox and try the suggestions provided.

 

Let us know how it goes.

 

Thanks,

Meenakshi

T
TUser_BRAN16P
Participating Frequently
June 14, 2021

Meenakshi,

 

I'm also experiencing this issue error since updating Adobe Acrobat DC to 21.005.20048 but only with Protected Mode disabled. I've re-installed with 21.001.20155 and confirmed the error is not present. Would you mind sending an email with the latest information on this issue and/or posting the details here?

D
darb19
New Participant
June 14, 2021

Same issue, I still would like to figure out what happened and how to prevent it as it keeps happening to different PCs. With that being said the workaround I found was 

Computer\HKEY_CURRENT_USER\Software\Adobe\Acrobat Reader\DC
Rename to DC1

T
TUser_BRAN16P
Participating Frequently
June 14, 2021

For me and a few other users, it seems this error is related to the latest update (21.005.20048) and Protected Mode being disabled in Acrobat/Reader. Does enabling/disabling Protected Mode make a difference for your environment?

 

1) Within Adobe Acrobat Reader DC, select Edit > Preferences...
2) Locate and select Security (Enhanced) under the Categories pane
3) Check Enable Protected Mode at Startup
4) Click OK

    D
    default3quvuf6ytu2k
    New Participant
    July 12, 2021

    Doing this works 

    thank you 

    JR Boulay
    Community Expert
    JR BoulayCommunity Expert
    Community Expert
    June 11, 2021

    MOVED TO THE ACROBAT READER FORUM

    Acrobate du PDF, InDesigner et Photoshopographe
    samb77493279
    samb77493279
    New Participant
    June 14, 2021

    Any update on this - I also have about 280ish devices with this version of adobe reader that went out as patch as test (as we have a lot more devices). I've disabled the latest update for now.

     

    ver 2021.005.20048

    Windows 10 Enterprise 1909

    B
    bgr32370372
    New Participant
    June 14, 2021

    Same problem

      Meenakshi Negi
      Community Manager
      Meenakshi NegiCommunity Manager
      Community Manager
      June 11, 2021

      Thank you for sharing the information.

       

      Please share these logs so that we can check and assist you further.

      Create the highlighted path if not present.

       

      • [HKEY_CURRENT_USER\SOFTWARE\Adobe\Adobe Acrobat\20.0\BrowserLogging]
        "bEnableBrowserLogging"=dword:00000001
      • [HKEY_CURRENT_USER\SOFTWARE\Adobe\Adobe Acrobat\21.0\BrowserLogging]
        "bEnableBrowserLogging"=dword:00000001
      • [HKEY_CURRENT_USER\SOFTWARE\Adobe\Acrobat Reader\20.0\BrowserLogging]
        "bEnableBrowserLogging"=dword:00000001
      • [HKEY_CURRENT_USER\SOFTWARE\Adobe\Acrobat Reader\21.0\BrowserLogging]
        "bEnableBrowserLogging"=dword:00000001

       

      Note: Please just check before sending the logs that "CAcroAXDocShim" is present in the logs

       

      Download debugview.exe from https://technet.microsoft.com/en-us/library/bb896647.aspx 

      1. Run DebugView, keep it open.
      2. Go to DebugView→ Options→ Check "Clock Time" and "Show milliseconds".
      3. Clear Debug View logs using "Edit-> Clear Display" or CTRL+X
      4. Open PDF in IE(or web app) using current workflow till the customer gets the error. Please note the time(PC time) you get error/hang/crash and mention it while providing logs.
      5. Exit IE/Web app.
      6. Save logs in DebugView. (Use save as, because DebugView sometimes overwrites the logs)
      7. Exit DebugView.
      8. Send the logs.
      9. Run browserloggingremove.reg to remove registry entries.
        Please share the above logs so that we can test and share the analysis.

       

      It would be helpful if you can share your contact information in a private message with us. If required, we may get in touch with you.

       

      Thanks,

      Meenakshi

        A
        AnotherEndUser
        New Participant
        June 11, 2021

        I have a user who is trying to print to a program called CutePDF which uses Adobe inside it as well, it is giving this error also. I made the registry settings like you said and ran the DebugView. Attached is the log. 

        Meenakshi Negi
        Community Manager
        Meenakshi NegiCommunity Manager
        Community Manager
        June 11, 2021

        Thank you for sharing the logs.

         

        The team is actively looking into this issue and need some more information:

         

        • Can you share ProcMon logs (.pml file) and Debug view logs from the same session?
        • Does reverting to an older version resolve this issue?
        • Enabling Protected mode helps or not?

         

        Thanks,

        Meenakshi

        A
        AnotherEndUser
        New Participant
        June 11, 2021

        We're having the same issue. It started last night and I am seeing it on multiple PC's. I tried uninstalling and re-installing the latest Adobe, but to no avail.

         

        A
        Anonymous
        June 11, 2021

        I'm glad it's not just us that had it happen out of the blue. No updates or anything were pushed out. 

        Please let me know if you find a solution. I'm going to go through the suggestions Meenakshi provided and see if I make any headway.

        Meenakshi Negi
        Community Manager
        Meenakshi NegiCommunity Manager
        Community Manager
        June 10, 2021

        Hi Allister!

         

        Thank you for reporting this and sorry for the trouble. 

         

        Please share the following information for further investigation:

        1. Acrobat Reader version

        2. OS version on the machine

         

        Thanks,

        Meenakshi

        A
        Anonymous
        June 11, 2021

        Thank you for the reply, Meenakshi. I hope you're able to help us out. To your questions:

        1. Adobe Acrobat Reader DC version 2021.005.20048
        2. Windows 10 - Version 2004 (19041.508)

        Please let me know what other information you may need.

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