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defaultj47o406yh0n9
Participant
September 15, 2021
Answered

Adobe reader not opening

  • September 15, 2021
  • 17 replies
  • 45801 views

Hi,

After MS Windows update KB5005565 Adobe Reader isn't starting up. You can see the process in task manager but the window never open. Using version 21.007.20091.

Repair fix the problem until next reboot then the issue is back. Any solution to this?

 

Best regards
Daniel

    This topic has been closed for replies.
    Correct answer Bilal Ansari

    Update:

    Microsoft confirmed that this is a known issue for the latest security updates, KB5005565 and KB5005566. They have created files for temporary mitigation workarounds for this issue while a permanent update is created. Please apply the appropriate Known Issue Rollback to your impacted systems and then deploy the policy as mentioned in https://docs.microsoft.com/en-us/troubleshoot/windows-client/group-policy/use-group-policy-to-deploy-known-issue-rollback#using-group-policy-to-apply-a-kir-to-a-single-device. Let us know if it does not work.

     

    Windows 10, version 1903

    https://download.microsoft.com/download/7/f/1/7f194890-eea9-4cad-b19f-25ab67e41bbe/Windows%2010%20(1903%20&%201909)%20Known%20Issue%20Rollback%20091721%2001.msi

    Windows 10, version 1909

    https://download.microsoft.com/download/7/f/1/7f194890-eea9-4cad-b19f-25ab67e41bbe/Windows%2010%20(1903%20&%201909)%20Known%20Issue%20Rollback%20091721%2001.msi

    Windows 10, version 2004, Windows 10, version 20H2 and Windows 10, version 21H1

    https://download.microsoft.com/download/7/f/1/7f194890-eea9-4cad-b19f-25ab67e41bbe/Windows%2010%20(2004%20,%2020H2%20and%2021H1)%20Known%20Issue%20Rollback%20091721%2001.msi

    Windows Sever 2020

    https://download.microsoft.com/download/7/f/1/7f194890-eea9-4cad-b19f-25ab67e41bbe/Windows%20Server%202022%20Known%20Issue%20Rollback%20091821%2001.msi

    17 replies

    Show previous replies
    8
    8777
    Participant
    September 17, 2021

    We have the exact same problem here. Adobe Reader opens fine until you open a PDF. So, clicking directly on a PDF or opening a PDF from inside the app.

    M
    Mike Bound
    Participant
    September 17, 2021

    Have same issue.

    As someone says below, is related to KB5005565 and default Exploite Protections for Adobe Reader.
    Found that update to Adobe Reader version 21.007.20091 that has just come out, fixed for us.

    Hope it helps.

    Regards,

    Mike

    D
    defaultj47o406yh0n9Author
    Participant
    September 17, 2021

    21.007.20091 version does not solve it for us. Same problem when you reboot the computer.

     

    We made a quick fix that deletes the registry value below every time a user logon. Works for now until this is solved properly. 

     

    HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows NT\CurrentVersion\Image File Execution Options\AcroRd32.exe

      G
      geeWhiz
      Participant
      September 17, 2021

      This info was really good to find to get us isolate the issue!

      AnandSri
      AnandSri
      Legend
      September 16, 2021

      Hi!

       

      Hope everyone is doing well and am sorry for the trouble you had with Acrobat Reader.

      Would it be possible to share the Process Monitor logs from the affected machine using the Log tool: https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html

      Download the tool, run it, reproduce the issue, and save the logs. Share the logs with us either by uploading them to the Document Cloud Storage: https://documentcloud.adobe.com/link/home/ and share the link with us. Or attach it to the thread.

       

      So that we can go ahead and investigate the root cause and can get it eliminated as soon as possible.

       

      Thank you for your cooperation and your patience.

       

      Regards,

      Anand Sri.

      M
      matthew5E16
      Participant
      September 16, 2021

      Hi Anand

      Wouldn't it be a good idea for you to recreate the issue yourselves and work with Microsoft to resolve.  Quite straight forward - Windows10 20H2 with KB5005565 and Adobe Reader.

      Please let us know once either Micrsoft or yourselves are able to provide a fix.

      Kind regards

      Matthew White

       

       

       

       

      D
      Davood5EDA
      Participant
      September 16, 2021

      Hi, 

       

      A Windows Quality Update (Security Update For Microsoft Windows (KB5005565) causes the problem with Adobe reader and Excel. This updating came yesterday. You can roll back this update, and it will solve your problem.

       

      You can test with some PCes first before rulling back.

       

       

      M
      matthew5E16
      Participant
      September 16, 2021

      We have exactly the same issue - Please can you provide a fix for this asap as it's a creeping issue.

        M
        matthew5E16
        Participant
        September 16, 2021

        A temp fix that we have shared with our users is to open appwiz.cpl, select Adobe Reader, select "Change" and then run the repair option. This does not require Admin permissions

        Please noe this is only a temp fix that will need to be repeated when the issues resurfaces after a device restart.

        R
        RONNY5E90
        Participant
        September 16, 2021

        Hi!

        We have the same issues in our companies!

        We need a quick solution to this issue.

         

        Thanks!

        Regards

        Ronny

          Amal.
          Amal.
          Legend
          September 15, 2021

          Hi there

           

          Hope you are doing well and sorry for the trouble. As described the Acrobat Reader DC version 21.07.20091 is not opening after the you have updated the Windows OS.

          Also, repairing the installation fixes the issue until the next reboot is done.

           

          Please try to create a new test user profile with full admin rights in Windows with full admin rights and try using the application there.

           

          If it still doesn't work, please remove the application using the Acrobat cleaner tool - https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html reboot the computer once and reinstall the application using the link https://get.adobe.com/reader/enterprise/ and check if that works.

           

          Let us know if you experience any trouble and need more help.

           

          Regards

          Amal

            D
            defaultj47o406yh0n9Author
            Participant
            September 16, 2021

            Hi 

             

            The test admin user has the same problem. 

            Acrobat cleaner tool did not solve the problem. 

             

            Only way to solve it is to uninstall KB5005565 but that's not an option. We have the same problem for 100+ computers.

             

            Removing the registry key HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows NT\CurrentVersion\Image File Execution Options\AcroRd32.exe solves the problem until restart.

             

            Any other solutions?

             

            Best regards

            Daniel

             

             

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