Adobe Reader Error 10:10 (IE 11)

[Allister5EB8]

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.

[Meenakshi Negi]

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

[Allister5EB8]

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.

[AnotherEndUser]

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.

[Allister5EB8]

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]

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

[AnotherEndUser]

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]

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

[Allister5EB8]

Thank you for all these suggestions. At least they are things I haven't seen suggested yet. I will try them and report back, though it may not until the next business day.

Forgive my ignorance, but how would I go about sending a private message with my contact information? 

[Meenakshi Negi]

You can use the envelope icon provided at the top right-hand corner of the community to initiate the private message. Check the screenshot below:

Let us know if you need any help.

Thanks,

Meenakshi

[Meenakshi Negi]

The team is actively looking into this issue and needs some more information. Please share the following information as well once you get a chance:

• 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

[JR Boulay]

MOVED TO THE ACROBAT READER FORUM

[samb77493279]

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

[bgr32370372]

Same problem

[Meenakshi Negi]

Hello,

Thank you for reaching out.

The team is looking into this issue. It would be helpful if you can share the information that we have requested above. It will help the team in the further investigation:

I would also request you to share your contact details with us via private message. You may initiate private using the envelope icon provided at the top right corner of the community page. 

We will be waiting for your response.

Thanks,

Meenakshi

[Kevins12345]

Happening to a couple employees, but not everyone is having the issue.

ver 2021.005.20048

Windows 10 Enterprise 1909 18363.1621

[bgr32370372]

It seem to happen with embedded pdf displaying (IE and other software who uses the same functions to embed) and protected mode OFF. 

[Francesco5FD2]

Same issue with some users when downloading a PDF file. Message: "There is a problem with Adobe Reader. If it is running, please exit and try again. (10:10)" but no Acrobat process is running...  Reboot does not solve anything. PDF format is ok (I can open it from the temp folder).

[pongapus@gmail.com]

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[darb19]

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

[TUser_BRAN16P]

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

[default3quvuf6ytu2k]

Doing this works 

thank you 

[Meenakshi Negi]

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

[TUser_BRAN16P]

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?

[darb19]

I did not receive this email that you mentioned.