Cloud environment PDF's error out shortly after opening

Report · Jan 10, 2017

Hello

We are running a cloud environment off of our RDS server that allows for Remote connections to our users- the applications the users use during those sessions are web-based and sometimes use shared applications from the server - one such application is Adobe Reader DC - this is used to read and print PDF files recently we upgraded to the Latest version of Adobe DC - (15.023.20053) this needed a reboot of the server and I figured the error that the users were receiving

AcroMissingCompWClass: AcroRD32.exe - Application Error -

The Instruction at -0x554e525c referenced memory at 0x00000000 The memory could not be read - Click OK to terminate the program

was being caused by an issue with the version or the fact the server had updated while people were on their RDS sessions - so I had everyone get out of the cloud and verify they were disconnected and then I allowed the server to reboot - brought the server back up and logged on it and verified all services and apps were running correctly - then I called back to the user and had her try getting on the cloud , that worked fine, then I had her bring up her web-app and try loading a pdf - the error returned - but then disappeared and allowed her to work - after a few more documents were able to open and print the error returned again, now it returned with a vengeance there are only a few files the user can open that are non-pdf from the web app as any PDFs when opened kick this error and force the user to hit OK and close Adobe.

I have now attempted to open a PDF file here on the server as well and have found that the files here give the exact same error. So I have attempted a repair of the install and am preparing to reinstall Adobe Reader DC if that does not work. Is there something I am missing or some other reason this error is popping up on the latest version on Adobe DC?

Thank You!

Report · Jan 10, 2017

I have the same issue. We don't use the cloud. I am unable to open PDF files locally on our server (Windows Server 2012 R2). This just started today (1/10/17). We are running Adobe version 2015.023.20053. I uninstalled the application, scanned the server for corrupted windows system files (sfc /scannow), rebooted, and reinstalled the application. That did not work. When I open a PDF file, the document opens, but then we receive the following immediately afterward:

I have 2 other mirrored servers that work fine. I cannot identify what is different from the one that is failing to the ones that are working.

Report · Jan 12, 2017

Hi,

We are sorry for the inconvenience caused to you. Can you please provide us the following details to get to the issue:

Whenever you see the dialog please follow these steps:

1. Search for the process AcroRd32.exe in the Task Manager. There could be single or multiple processes.

2. Right click on each of these process and select 'Create Dump File'.

3. Kindly share the dump files with us.

Thanks & Regards,

Poorvi

Report · Jan 12, 2017

Thank you for your response. Here is a link to the dump file http://www.pindler.com/download/adobe.zip

Let me know if you need anything further.

Report · Jan 13, 2017

A colleague of mine resolved the issue. Here is what he did:

Disabled the preview pane in File Explorer
Disabled Protected Mode in Acrobat DC
Disabled compatibility mode on the executable (was set to run as Windows 7 for all users)

I hope this helps others.

Report · Jan 11, 2017

Same problem here. 2012 Server with Acrobat Reader DC. This is a remote desktop server and all users have same issue. Uninstalled, cleaned folders and registry, rebooted. Not using cloud. Tried disabling antivirus and changing protected mode security setting in reader. Still not working.

Report · Jan 11, 2017

We are also running remote desktop. I booted the server in safe mode and Adobe works fine. I then tried stopping services one by one in hopes of figuring out which one is causing the issue, but I couldn't find it. I also stopped our anti-virus and firewall, but that didn't help either. We are on a virtual environment. I may have to create a new image if we can't determine the cause. I did find a work around. I installed an Adobe extension in Chrome and changed Chrome as the default file handler for PDF's. This seems to work for now. Hope that helps.

Report · Jan 11, 2017

Seems like a bug in the latest Acrobat Reader update. Three of us reporting same issues on same day and no other problems with server or user sessions. Appreciate your work around info. I am going to install an alternate viewer for the time being. Hopefully Adobe will fix this as I typically only use Acrobat Reader or the full paid Acrobat..

Report · Jan 11, 2017

Adobe has a page with reported bugs:

Known issues | Adobe Acrobat DC, Reader DC

Under the Sandbox area, it states:

Problem: REGRESSION: Reader/Acrobat: With Protected View ON: Out of memory message prompts when open a particular PDF file.[3929632]

I have already tried turning protected view off, but Adobe immediately crashes when it is not enabled. They do not show any workarounds for this issue.

Report · Jan 11, 2017

This update from Adobe was release yesterday (1/10/17):

Adobe - Adobe Reader : For Windows : Adobe Acrobat Reader DC (Continuous Track) update - All languag...

I found it on their download site:

Adobe - Adobe Reader : For Windows

Adobe needs to fix this!!