Adobe Reader Freeze - White Bar when open e PDF Document on Win SRV 2016 Terminalserver User Session

New Here ,
Jul 28, 2021 Jul 28, 2021

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Infrastructure information:
- Windows Server 2016 1607 (Build 14393.4530)
- Used as a terminal server
- Adobe Acrobat Reader DC with version "21.005.20058" used

 

Problem Description:
When opening PDF files, the user constantly receives a white bar in the Adobe Reader program window, which ensures that his server session freezes and can therefore no longer work

 

We performed the following troubleshooting:
- Terminal server profile newly created by user
- Adobe Reader update carried out
- Server updates carried out
- Local computer driver updates carried out
- Changed local computer

 

Current status:
Error still persists

I would be very grateful for tips or tricks because the support clearly does not offer any support for the free version

TOPICS
Crash or freeze , General troubleshooting , View PDF

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Adobe Employee ,
Jul 28, 2021 Jul 28, 2021

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Hi there

 

Hope you are doing well and sorry for the trouble. As described the Acrobat Reader is freezing when using in Windows server 2016 and you have tried some troubleshooting steps with no success.

 

Please try to repair the Acrobat installation from the help menu and see if that makes any difference.

 

Also please try to turn off the protected mode for testing (Win Only) goto Edit > Preferences > enhanced Security > Uncheck 'Enable Protected Mode at Startup', Turn off the protected mode and uncheck 'Enhanced Security' > Click OK and reboot the computer .
Note: Please turn on the security after testing to avoid any security risk.

 

Also try adding the file and the folder path to Adobe Acrobat, goto Edit > Preferences > Enhanced Security > Add file and Add folder path > Click OK and check.

 

Hope it will help

 

Regards

Amal

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