Skip to main content
RXRD
RXRD
Participant
October 13, 2016
Question

Grey Screen in IE 11 after newest DC update

  • October 13, 2016
  • 38 replies
  • 86412 views

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!

This topic has been closed for replies.

38 replies

Show previous replies
M
Adobe Employee
ManishPali
Adobe Employee
October 18, 2016

Can you please try after adding site with which you are seeing the problem to Internet Explorer's Trusted Site list and see if it fixes the problem. You could find the steps to add a site to Trusted list @ How to Add a Website to Trusted Sites: 15 Steps

Thanks

Manish Pali

A
Anonymous
October 18, 2016

Manish,

  Unfortunately the numbers of customers who are ringing us up with the problem is nearly zero.  We have tried this solution with the 2 customers who have rung up this afternoon and it worked for them.  However, a sample of 2 isn't enough to say 'this is the solution' IMHO.

  Can any of the other companies who still have plenty of customers with the problem please try this out also?

A
adminr99999368
Participating Frequently
October 18, 2016

I have tested this out on 2 machines so far and it has worked for the last hour. I have asked the affected users to let me know if they notice the issue returning and have asked them to not reboot. As stated by another poster, a reboot checks this again.

A
Anonymous
October 18, 2016

Hi, Our business is also impacted by this issue. We are receiving 100's of calls since this update from our customers. Seems to affect IE11 with Adobe DC. Does not matter which Windows version is being used. Tried checking the 'Display Large Images' preferences box but did not resolve the issue. We also tried un-checking the ‘Enable Protected Mode’ in Internet Options > Security tab. This worked for a few customers PDF's then the problem manifested itself again.

Rolling back to previous version of Adobe (i.e. XI) is not an adequate solution for us as we are still getting these call come through from customers using Adobe DC.

If it helps with the resolution, in our circumstance the PDF is created by a web application and auto-executed. Frequently this PDF is coming back grey/blank.

However, customers are able to open PDFs manually, proving that the PDF itself is not corrupt.

edwardfares
edwardfares
Participant
October 18, 2016

I added the website that I use to trusted sites in IE11 and it is working for me fine.

J
JlbCTG
Participant
October 18, 2016

Hello,

I'm working in a gov organization in Luxembourg. Our external and internal users report much higher than normal issues opening pdf files form internet explorer. Download progression is stuck (in the status bar) and the message "initializing..." is displayed.

First thing I tried was asking disabling protected mode for the zone the site is in, seems to work around this problem, but it is not ideal.

The problem seems to appear on ie11, on windows 7, latest reader DC update. (October 11).

Some users have it every time, some just once in a while.

Julien.

J
Adobe Employee
JainAjay
Adobe Employee
October 18, 2016

Thanks Julien, I am sending you an email with connect conference details. Let's syncup.

regards

Aj

A
arnelsc
Participant
October 17, 2016

I have the same thing happening on 2 computers starting last week on Thursday 10/13.  As of today, we have all 6 shipping station with the same issues.  We use NetSuite on IE and print out packing slip to a PDF layout that opens on new tab.  If I clear the browsing history, the print to PDF tab opens fine but subsequent print to PDFs open a blank grey page.  It works fine on Chrome and Firefox however, we use other services that only works on IE so transitioning to another web browser is not an option.  This is affecting our production greatly.  It would awesome if someone could come up with a solution.

Our current workaround is to keep the previous good print to PDF tab open and allow NetSuite to reuse the tab for the next packslip.

M
Adobe Employee
ManishPali
Adobe Employee
October 17, 2016

Hi,

Is there a public link to PDF available which we could use to replicate this problem? or is there any particular site/portal where we could get such PDF in some workflow?

Seems like there are two issues, one which goes away after Dave's suggestion "Go to Edit>Preferences>Page display>Page content and information and check the box that says "Display large images"." and there is another which happen even with this workaround.

Thanks

Manish Pali

Swenny27
Swenny27
Participating Frequently
October 17, 2016

I believe this is Dave's fix that Manish is referencing:

"Not sure if it's been mentioned already but the usual cause of this is a setting in preferences. If the pdf's are scans, then having this setting wrong in preferences will only show a gray screen.

Go to Edit>Preferences>Page display>Page content and information and check the box that says "Display large images"."

If so, was this setting changed in the newest release?

2
2SysPMS
Participant
October 17, 2016

I have a tick box in Page Content and Information: "Show large images". It is ticked, it hasn't changed.

erikd-omnique
erikd-omnique
Participant
October 17, 2016

We have been able to un-install the DC version and use this link to install version 11 - Adobe Acrobat Reader DC Install for all versions

Since we have changed to v11 non DC everything so far is working. Something with the DC version that's causing the pdf to hang at the gray screen.

    S
    Community Manager
    sb116Community Manager
    Community Manager
    October 17, 2016

    Hi All,

    For testing, please try to open a different sample PDF on the Internet Explorer browser.

    And confirm if the issue is reproduced on that as well.

    Regards,

    Supriya

    A
    Anonymous
    October 17, 2016

    As many of us have stated, we have tried multiple pdfs. It is happening at random. I have have restarted the browser and it worked for a bit and then failed again.

    ~graffiti
    ~graffiti
    Legend
    October 14, 2016

    My above advice is only for the problem as stated by the original poster. It looks like a couple of other folks have jumped in with different problems that this won't fix.

    A
    Anonymous
    October 17, 2016

    We've tried this setting change with one of our customers and they said that it didn't work.

    Unfortunately I can't reproduce the problem myself on one of several machines, which is hampering my investigation.  We've already advised customers who have contacted us before now to revert back to version 11.  We're having to test any fixes on customers that haven't rung in before, which is less than ideal.

    Although we do have a work around which we've tried to make our customers aware of, they are still ringing in.  A daily progress update would be good. 

    My machine is

    Windows 7 version 6.1.

    IE 11.0.35.

    Adobe Reader DC 2015.020.200399

    Nitish_kumar1
    Adobe Employee
    Nitish_kumar1
    Adobe Employee
    October 18, 2016

    Hi Julian,

    We need your help in reproducing this issue in house.

    If possible can you please share your email id and help us in understanding and reproducing the bug.

    You can also share me your email id in private message.

    My email id : nitiskum@adobe.com

    Thanks,

    Nitish

    ~graffiti
    ~graffiti
    Legend
    October 14, 2016

    Not sure if it's been mentioned already but the usual cause of this is a setting in preferences. If the pdf's are scans, then having this setting wrong in preferences will only show a gray screen.

    Go to Edit>Preferences>Page display>Page content and information and check the box that says "Display large images".

    A
    Anonymous
    October 14, 2016

    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
    RXRDAuthor
    Participant
    October 14, 2016

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

    Show more replies
    Terms & ConditionsAccessibility statement
    Using the community Terms of use Privacy Cookie preferences Do not sell or share my personal information ad choicesAdChoices