Blank PDF then hang on exit

[RTAdmin]

HI All,

We have approx 1200 PC's that we look after. Version 18.009.20044 is rolling out and we are receiving calls from everywhere with the same issue

Open a PDF and it is blank. Close Adobe and then Adobe will no longer open PDF's.

At this stage Adobe will be running as a background process not a foreground one. It it will just create another background task for every PDF the user clicks on. But Adobe DC itself will no longer open

CTL-ALT-DEL and close the copies of Adobe running as a background task and then you can open the Adobe app again. But if you open the same PDF the same thing will happen.

We cannot find any similarity between the docs causing this issue

The only similarity is Adobe version 18.009.20044. This is happening on Windows 10 1703, 1706 and 1709, Server 2008 R2, Server 2012, Server 2012 R2 and Windows 7 Sp1.

We roll back to the previous version and the next time the user opens Adobe it updates again

If we turn off Auto updating for adobe 1200 PC's besides taking three years it means they are open for every future hack of Adobe

So can someone please let us know when this issue is going to get fixed

Regards

Matthew

[gregr67740280]

No response yet.

However if you are on Xero, I have found that instead of emailing the invoice through the Xero system, if I prepare the invoice in Xero, approve invoice, then print to PDF, this PDF file is fine, and I can then email it to my clients manually with the invoice attached. It takes a little longer, however it is better than emailing to the client through Xero, and then they ring you to tell you that have sent them a corrupt file, which has stuffed up their Adobe Reader (and then they end up having to uninstall and reinstall Adobe, to fix their problem). Or the other alternative is, you just print off a hard copy invoice and post it in the mail.

In summary, it is when you email the invoice through Xero, this seems to be when the PDF file is being corrupted.

[RTAdmin]

HI All,

The only work around is to associate PDF files with a Browser Firefox/Chrome/IE your preference here. And then it all works fine.

Adobe know of the issue and will deal with it when they see fit.

I am glad they are looking into it but, am unhappy that the have little regard for thousands of people feeling the pain at the moment.

Either way we have a work around. Which will probably stay there for a while

As after I have changed 1200 Computers to use Firefox I will not be changing them back in a hurry

Just keeping you all up to date

[nathanbaus]

We have many clients experienceing this issue now which is increasing by the hour. We're just installing Sumatra or Foxit reader for anyone affected since Adobe doesn't work.

[alvinf53062577]

Hello Nathan,

The following rollback fixes the issue for users who want to use Adobe:

https://www.geekzone.co.nz/forums.asp?forumid=113&topicid=225463&page_no=1#1904683

If the client doesn't mind using another software they can use IE or chrome as most clients already have that installed, this may save you some time instead of installing another software.

We have also been having this issue with our clients.

[AshuMittal]

Hi all,

Sorry for the inconvenience. Acrobat team is aware of this issue introduced in the latest update and working towards a resolution soon.

We have a fix identified and if you would be willing to try out a private build for validation at your end, please write in to asmittal@adobe.com.

Thanks,

-ashu

[katec78713065]

Hi Ashu,

Please can you advise when a fix will be issued for this problem.

[DougalHatchard]

Hi Ashu,

Maybe you have done this already, but could you (Adobe) stop the continued roll out of the upgrade given that there is and issue with the current build?

[mickzerofive]

Dear Adobe,

This update is unacceptable from such a large company to f$#@ your program from working. Please roll back update or fix it ASAP. Sincerely, 1000 users at my company

Michael

[AshuMittal]

Hi all,

We are working towards the public release of the fix on high priority, will let you know as soon as it is available.

-ashu

[RTAdmin]

Hi Mick,

I too look after over 1200 PC's and this issue plagues them

But when posting and asking for help I understood that Honey gets more bees than Salt

Sometimes this is hard to remember when ya flat out fixing someones elses issues

And as this issue appears to be caused by Xero Accounting and Adobe

I have to keep remembering that Adobe is only half the issue

If Xero had of fixed their invoicing site then this would not happen either

So please try not to decrease our chance of getting adobe to fix this quickly

So just rememebr

Awlays look on the light side of life.

Regards Matthew

[RTAdmin]

Hi All,

We have tested a patch this afternoon that appears to fix the issue. So fingers crossed that it passes it's other tests and gets released soon.

Keep up the good work Ashu

[Logicalstep]

I'm also starting to get more & more call from frustrated customers

I found you also sometimes need to go to the details tab in Task manager to close Adobe

And interesting enough if you click on the blank page it opens , doesn't fix the hanging problem

Please fix asap Mr Adobe

[AshuMittal]

Hi logicalstep​,

Yes, we are planning to release the fix ASAP (tentatively in the next couple of days itself).

Regards,

-ashu

[AshuMittal · Accepted solution]

Hi all,

Adobe Acrobat and Reader official update containing the fix for this issue is now available. This update will be automatically pushed to all existing installations of Acrobat and Reader. If you want, you may also manually trigger the update by opening the application and going to Help > Check for Updates.

More information about this release is here: https://helpx.adobe.com/acrobat/release-note/acrobat-dc-november-29-2017.html

Please try it out and let us know your feedback.

Thanks for your patience and support!

-ashu