Grey Screen in IE 11 after newest DC update

[RXRD]

After the newest Adobe Reader DC update Version 2015.020.20039, my users keep getting a grey screen when opening a PDF in the browser. I have uninstalled and reinstalled the product and it still happens. The only way around is to uninstall and download an older version of Reader.  Is anyone else getting this issue? I keep getting calls from more and more users and when I check, sure enough Adobe Reader was just updated. I need this resolved as soon as possible. It worked just find before the update. Thanks!

[sb116]

Hi rxrd

Please try the repair installation and follow the steps in the link below:

Quick fix | View PDFs on Web, Adobe Acrobat Reader

Let me know if it helps.

Also please share the OS version you are using and add screenshots to the error you get.

You may add the screenshot by the steps below:

FAQ: How do I capture and post a screen shot or video?

Regards,
Supriya

[erikd-omnique]

So far this has not resolved the issue.

[Guest]

Hundreds of our customers who use a particular application that I support are seeing the same problem.  We have advised them to uninstall DC and revert back to version 11.  This has cured the problem for the time being but is hardly satisfactory as we know that our customers are likely to inadvertently load DC back in again.

I did a quick sample of 10 customers and asked them for their operating system and web browser.  They are all Windows users but they ranged from Windows 7 to 10.  The web browsers were all IE11.  They were all using the latest DC version of Reader.

The problem does not happen for Firefox or Google Chrome users.

Please fix this as soon as possible.  I hope the above information is of some use.

[erikd-omnique]

Is Adobe working on a fix for this?

[RXRD]

I've already tried a everything from that link including a repair install. There is no error message, the screen just opens grey. do to our process it will be very counterproductive to open PDF's in the program and not the browser. We are using Win 7. Thank you

[Guest]

We are also getting reports of this same issue throughout our users - Both Windows 7 and Windows 10

Problem is intermittent however its having a major effect on our business.

We have disabled the IE11 plugin for the time being.

[JainAjay]

Hi Nathan and rxrd,

We are getting in touch with you through email. Stay tuned.

regards

Aj

[kenmorr]

Why send an email to individuals. I am having the same issue and it is creating huge headaches. If you have a fix why not share with everyone. If email is the way to go would you send one my way so I can resolve this issue?

Thank you.

[habomaijiro]

When is this bug going to be fixed?

[harria86255500]

Hi,

Any help on this one. We are receiving a lot of complaints from our customers about this issue.

Best regards

Harri

[2SysPMS]

We also have this problem. Chrome is hopefully a good alternative, but a fix pushed out from Adobe would be better!

[Guest]

We also have received a bunch of calls from our customers about this starting yesterday. Please keep us informed.

Thanks

[Guest]

We are also having problems with the gray screen. We have received many calls from our customers reporting the same issue. Please advise how to resolve this issue ASAP!

[erikd-omnique]

All of our printing for an online app is done via reader and we are getting a lot of calls. We have tried repair, remove and re-load, closing of the browser, re-booting with no help. We are seeing this affect IE11 but not any other browser. Please help!

[sean2016]

We are experiencing similar problems with Adobe Reader DC in IE11.  Our workaround, which is not acceptable to many of our clients is to open reader outside the browser.  Please advice with a better solution.  Thanks!

[RXRD]

Yes it does work this way, unfortunately this would pretty much bring production to a halt due to the extra steps involved. Thank you

[Swenny27]

RXRD,

Can you clarify what steps you tried when you said "Yes it does work this way, unfortunately this would pretty much bring production to a halt due to the extra steps involved. Thank you"?

I think that will help quite a bit

[edwardfares]

Nothing seems to work by uninstalling Acrobat Reader DC

[gregkun]

I was using this as my fix as well, computers I did this to on Thursday are experiencing it again today.

[JainAjay]

Hi All,

We are investigating the issue and an update shall be shared asap.

Regards

Aj

[JainAjay]

Hi All,

While we are waiting for logs from few users, we would like to extend a live connect session with you (for debugging) if you are still experiencing this issue. Please let me know by dropping an email to ajjain@adobe.com

Thanks in advance

Regards

AjayJain

[ITRedVision]

We too can confirm this is happening since the latest update a few days ago. We do business with thousands of people, plus we have our several hundred employees, and many of them are complaining of the problem since the update. Many are working fine though with the update. So far, we found the easy work around is to simply disable the Adobe PDF Reader add-on for Internet Explorer.

The issue seems to be very random on whom it affects. I tested a Windows 10 workstation with Adobe Acrobat Reader DC 11, fully updated, and running Internet Explorer 11. It fails to open a PDF file beyond the first one. Just a gray window where the PDF should be. With the add-on disabled, it works fine (it opens directly in Reader instead of using Internet Explorer of course). I've tested with another Windows 10 workstation, same setup, same version of IE 11 and Reader, and everything works just fine with the add-on enabled. Our clients are reporting similar situations, and reporting that it isn't just with our websites but with other websites too.

In short, the recent update has broken the Adobe PDF Reader add-on for Internet Explorer on random workstations, and the workaround for now is to disable it.

[Guest]

We were hit with the same issue. Go into Internet Options>Advanced Tab and reset. This seems to be working for us so far.

[RXRD]

Just an FYI- this only allowed our users to view one to maybe a couple PDF's before the problem came back.