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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

    V
    VISHAL31904250c3g7
    Participant
    August 26, 2023

    OK

      L
      Laurie28054874l127
      Participant
      January 24, 2023

      I've been having trouble with this for a week, until yesterday!!!! WooHoo!!! It's working again today, so I think I'm fixed.

       

      All I did was left click on the Adobe Icon on my desk top and clicked on "Troubleshoot Compatability" Not sure what i did after that except for follow the prompts and let it do its thing. Hope this helps other frustrated people!!!! Ugh!!!!

      D
      defaultf35ihynoavr5
      Participant
      October 17, 2021

      I beleive this issue reared its head on a few of my computers recently- though it seemed to only affect a few users on the workstations. I used the cleaning tool ran windows updates - then reinstalled acrobat. I have a problem with one user on the computer. Anyway, to recify the issue for the one user. Also, dothewindows updates address this issue?

      T
      TangentRW
      Participant
      June 15, 2022

      I am getting similar behavior now on Windows 10 Pro version 21H2.

      Amal.
      Amal.
      Legend
      June 15, 2022

      Hi there

       

      Hope you are doing well and sorry for the trouble.

       

      What happens when you try to open the Acrobat / Reader DC  application? Do you get any error message ? If yes, please share the screenshot of the same for a better understanding.

       

      Make sure you have the recent version 22.1.20142 installed. Go to Help > Check for updates and reboot the computer once.

       

      Also, try to repair the installation from the help menu (Win Only) and reboot the computer and check if that helps.

       

      You may also try to create a new test user profile with full admin rights in Win or enable the root account in MAC and try using the application here and check.

       

      Regards

      Amal

      H
      Henri5CB0
      Participant
      September 26, 2021

      Look at the part 9 of this blog : This should solve the Office & Adobe issue : How to configure Intune Exploit Protection and how to troubleshoot it (call4cloud.nl)

      Bilal Ansari
      Bilal AnsariCorrect answer
      Participating Frequently
      September 21, 2021

      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

        D
        defaultycpwk4hmuebz
        Participant
        September 21, 2021

        Rollback file did not work for me.

        Bilal Ansari
        Bilal Ansari
        Participating Frequently
        September 21, 2021

        That is unfortunate to hear. We will convey this information to Microsoft engineers.

        In the meantime, could you clarify on what you mean by "did not work"? Did you mean that:

        • the rollback msi did not execute properly and failed to rollback the changes? If so, what is the error? or
        • the rollback was successful but you are still seeing the issue when launching Reader? If so, could you share the process dump with us?
        Bilal Ansari
        Bilal Ansari
        Participating Frequently
        September 20, 2021

        Hi,

        This is because the Windows security update KB5005565 is causing Reader to become incompatible with the process mitigation flag EnableExportAddressFilterPlus. Note that this flag is off by default. They are usually explicitly enabled in the enterprise enviroment. Also note that users having older version of Acrobat will also face this issue with security update KB5005565 installed and EnableExportAddressFilterPlus set.

         

        As a workaround, follow any one of the step mentioned below:

        • Using Powershell (in admin mode), execute the command -> Set-ProcessMitigation -Name AcroRd32.exe -Disable EnableExportAddressFilterPlus
        • Delete or reset registry HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows NT\CurrentVersion\Image File Execution Options\AcroRd32.exe
        • Repair Adobe Acrobat Reader. This will automatically reset the registry.
        • Uninstall KB5005565 security update. Note, Adobe does not recommend uninstalling security update as a first response. Kindly uninstall only if other solutions do not work.

         

        If you are using the enterprise setup (MDM/Intune/GroupPolicy etc.), you will also have to update the Exploit Protection Baseline configuration to reflect this. You can use the following XML as a guide.

         

        <AppConfig Executable="AcroRd32.exe">
        <DEP OverrideDEP="false" />
        <ASLR ForceRelocateImages="true" />
        <Payload OverrideEnableExportAddressFilter="false" OverrideEnableExportAddressFilterPlus="false" OverrideEnableImportAddressFilter="false" OverrideEnableRopStackPivot="false" OverrideEnableRopCallerCheck="false" OverrideEnableRopSimExec="false" />
        </AppConfig>

         

        We are working with Microsoft to get this resolved at the earliest.

        Let us know if that helps.

         

        Regards,

        Acrobat Team.

         

        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

         

          M
          Michel50B8
          Participating Frequently
          September 20, 2021

          any news on this we have the same problem and it's going on since one week now the repair is a temporay fix

          M
          miguelg54170599
          Participant
          September 17, 2021

          This is happening to our company too. More than 3k of devices with the issue. 

          michaelh291630
          michaelh291630
          Participant
          September 17, 2021

          This is happening at our company as well, both Reader and Acrobat were affected, the only thing we have figured out is removing the KB5005565 patch, however that is temp fix as it will get pushed and reinstalled and back at the same issue.

           

          MH

            oryfoxer
            oryfoxer
            Participating Frequently
            September 17, 2021

            Issue was with security baselines for us. 

             

            See defaultb7iaxf6utjhl comments. We have confirmed this worked for us. 

            T
            Todd5C1C
            Participant
            September 17, 2021

            This is happening to our company as well....several hundred machines impacted.  @AnandSri   please work with your team and see what can be done to help all of our companies out.  We are all experiencing the same thing

            AnandSri
            AnandSri
            Legend
            September 17, 2021

            Hi @Todd5C1C 

             

            I am sorry for the trouble you had. We're working to isolate the issue at our end.

             

            Would you mind sharing the following details so that it can help us in expediting the investigation:

            • Win 10/OS version and machine configuration details (system information)
            • Registry keys and their values under the IFEO path: HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows NT\CurrentVersion\Image File Execution Options\AcroRd32.exe
            • Share the export settings xml settings for Security app > App & Browser control > Exploit Protection settings > System settings > Export settings and similarly for Program settings
            • Whether switching Reader PM on/off has any effect.
            • Share the Process Monitor logs from the affected machine using the logging tool: https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html 

             

            Thanks for your patience and for your cooperation on this.

             

            Regards,

            Anand Sri.

            Bilal Ansari
            Bilal Ansari
            Participating Frequently
            September 17, 2021

            Hi,

            We are unable to reproduce the issue at our end. We would need your help in understanding and reproducing the issue.

            Could you share us the following information:

            • Win 10 version and machine configuration details (system information)
            • Registry keys and their values under above IFEO path.
            • Share the export settings xml settings for Security app > App & Browser control > Exploit Protection settings > System settings > Export settings and similarly for Program settings
            • Whether switching Reader PM on/off has any effect.
            • Share the Process Monitor logs from the affected machine using the log tool: https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html
            D
            defaultb7iaxf6utjhl
            Participant
            September 17, 2021

            Hi,

            An Outdated Exploit Protection Baseline was in place. Somehow the issue occured after the MS Patch KB5005565 was applied.

             

            Old Config:

            <AppConfig Executable="AcroRd32.exe">
            <DEP Enable="true" EmulateAtlThunks="false" />
            <ASLR ForceRelocateImages="true" RequireInfo="false" BottomUp="true" HighEntropy="false" />
            <Payload EnableExportAddressFilter="true" EnableExportAddressFilterPlus="true" EnableImportAddressFilter="true" EnableRopStackPivot="true" EnableRopCallerCheck="true" EnableRopSimExec="true" />
            </AppConfig>

             

            Replaced it with:

            <AppConfig Executable="AcroRd32.exe">
            <DEP OverrideDEP="false" />
            <ASLR ForceRelocateImages="true" />
            <Payload OverrideEnableExportAddressFilter="false" OverrideEnableExportAddressFilterPlus="false" OverrideEnableImportAddressFilter="false" OverrideEnableRopStackPivot="false" OverrideEnableRopCallerCheck="false" OverrideEnableRopSimExec="false" />
            </AppConfig>

              D
              defaultb7iaxf6utjhl
              Participant
              September 17, 2021

              In my case Windows Defender Exploit Protection was the issue. Now it's working again with the latest baseline: Windows-Defender-Exploit-Guard-Configuration/Windows10-v2104_ExploitGuard-Security-Baseline.xml at master · gunnarhaslinger/Windows-Defender-Exploit-Guard-Configuration · GitHub

                oryfoxer
                oryfoxer
                Participating Frequently
                September 17, 2021

                We applied this baseline via Intune and the issue seems to be gone. Thanks so much!

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