Error about AcroTray.exe received when previewing PDF file

[rwulffenstein]

On a Horizon VDI desktop, users single click on a PDF file to preview the file in the preview pane on the right.  The file does show up in the preview (as shown in the attached file named Screenshot 2025-05-29 100913.png) however the error below also occurs: 

Windows cannot find 'C:\Program Files (x86)\Adobe\Acrobat DC\Acrobat\AcroTray.exe'. 

Error is also attached as NDavidson+Adobe+Error.png

User clicks on the error and is able to open the file fine, the error is just annoying and really should not be happenng. 

Reader and Acrobat DC are both installed on the image.

The setting "Enable PDF thumbnail previews in Winodws Explorer" is enabled in Reader.  See Screenshot 2025-05-28 170603.png

How do we stop the error about the AcroTray.exe from occuring?

[Ravi Gour]

Hi @rwulffenstein 

Could you please also confirm if the AcroTray.exe file is present on the machine at the mentioned path ?

Regards

Ravi

[rwulffenstein]

Hi Ravi,

Thank you for the response.

The directory is on the image because Adobe Reader and Adobe Acrobat are both installed on the image.  

When a user with access to Reader only logs into a desktop the C:\Program Files (x86)\Adobe\Acrobat DC\Acrobat directory is NOT there. 

For the users that have the licenaccess to Adobe DC, the directory IS there on the desktop. 

We use FSLogix to ask Acrobat DC for all users except the ones who have an Acrobat license.

[S. S]

Hi @rwulffenstein,

Hope you are doing well. Thanks for the response.

I have forwarded this to the engineering team for further investigation.

Please allow me some time to get this checked, and circle back to you.

Regards,
Souvik.

[rwulffenstein]

Thank you @S. S !

[rwulffenstein]

Hello @S. S ,

Any update on your end with regards to this?

[ravi27552645nv1k]

Hi @rwulffenstein 

As I understand, both Acrobat And Reader are installed on the image and when a user logs in to a VDI Desktop, you are restricting Acrobat access using FSLogix. But I would like to understand How you manage to get it removed for the user who don't have Acrobat license, as it was installed on the master image.

Also, I would recommend to move to single app installer which should solve this issue to mange two separate apps

[rwulffenstein]

Hello @ravi27552645nv1k ,

The Adobe Acrobat application is simply masked for the users that do not have an Acrobat license so they only have access to Adobe Reader.

When you say "I would recommend to move to single app installer which should solve this issue to mange two separate apps", do you mean only install Adobe Reader OR Adobe Acrobat on the VDI image but not both>?

[rwulffenstein]

@ravi27552645nv1k, @S. S , @Ravi Gour 

Following up with each of you on this issue.  Any further insight into a resolution for this? 

[Ravi Gour]

Hi ,

By Single App , I meant to try Acrobat Unified installer where you can install only Acrobat on machine which will run as Reader for all users and users with a subscription can sign in and use the paid features.

Please refer this documentation ; https://helpx.adobe.com/acrobat/kb/acrobat-unified-installer-windows-overview.html 

Regards

Ravi