Grey Screen in IE 11 after newest DC update

Report · Oct 13, 2016

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!

Report · Nov 28, 2016

I have installed the latest version of Adobe DC on my machine. The issue still exists. The workaround for us is to "disable" the Adobe PDF Reader add-on from IE using "Manage add-ons" menu; which will ask user to open the document using Adobe Reader software in stead of IE Add-on.

Is there an add-on for Adobe DC version on IE??? Thank you all for all the useful information.

Report · Jan 06, 2017

Hi Guys.

So, I just stumbled over this forum.

I have not the exact problem, but VERY similar.

Our setup is Server 2012R2, Citrix XENAPP7.12, IE11 and Adobe Acrobat PRO XI.

We have a webapplication to approve invoices – scanned to PDF invoiced.

In most cases we can open approx. 10 PDF’s before we get the error 10:10 or 0:104 and also “Out of mem” error. We have to close all IE windows down, and thereafter it works for a while again.

I have followed ALL the tricks in this forum, but I still gets a IE/Adobe Crash..

So, anybody have a good idea??
.

Upgrading to DC NOT tried due to economy.
opening pdf outside IE11 is not an option.

Report · May 15, 2017

Hi,

I am not sure if anyone still have the issue, but we are still facing the same issue. We have applied the patch as provided, but intermittently we still get the grey screen. But we did notice that it only happened if the size of the PDF is big (big as in more than 1Mb). Any idea?

Report · May 16, 2017

HI limk69053534,

Can you share with us your Acrobat/Reader version?

Also does that happen for all PDF files more than 1 MB? Can you share with us few of the links.

Regards

Soumik

Report · May 17, 2017

Hi Soumik,

We are using Adobe Reader DC Version 2017.009.20044.

Unfortunately, I am not able to share with you the link because the system is running within internal network only. Nevertheless, I will try to explain to you the situation that we have.

Currently we have reports output to PDF through some reporting tool. Most of our reports are small size except probably 1 or 2 (more than 1MB). Usually it is the big reports that tend to fail, intermittently. 1 out of 10 will fail usually.

I would like to know if there is anything that we can enable on our side (log or trace) which we can replicate and send it to you.

Report · May 18, 2017

Hi limk69053534,

In that case can you share with us the PDF file (2 mb) so that we can get it deployed in our internal web servers and try accessing through IE.

We will share with you the registries if the issue doesn't get reproduced at our side.

Regards

Soumik

Report · May 18, 2017

Hi Soumik,

Correction, we have issue with files that around 50kb size too. How can i share the file with you?

Some information to share with you. When we disable Adobe PDF Reader add-on in IE11, the PDF is able to output and open with Adobe Reader program. But what we want is to open the PDF in browser.

Below is the version that we are using.

IE Version: 11.0.9600.18665

Adobe Reader DC: 2017.009.20044

Report · May 21, 2017

Please share with me the test files at soudas@adobe.com.

Report · Jun 30, 2017

Has there been any resolution/version, build # that has pinpointed the issue at hand with Adobe Reader/Acrobat Reader or has this been determined an issue with other software?

Report · Jul 08, 2017

I have the same problem with one difference--it doesn't involve IE. When I try to digitally sign a PDF document saved on my computer, the screen grays until I hit Esc. The problem persists in both Reader and Acrobat.

Here's what I have and have tried:

Platform: Windows 10 Pro

Adobe products:

Acrobat Standard 2017.009.2044
Reader DC 2017.009.2044

Solutions attempted w/o success:

Edit > Preferences > Page Display > Page Content and Information: Check Show large images (it was already checked, but I unchecked it and checked it again)
Edit > Preferences > Security (Enhanced) > Uncheck Enable protected mode at startup
Close and restart the Adobe programs

Although I use the digital signature feature infrequently, it is important to me: I use it to invoice customers!

Help appreciated, with deep gratitude,

Marc

Report · Jul 10, 2017

Dear Marcgee,

Thank you for reporting the issue.

Can you please confirm if this happening for a particular file or for any file?

Also how do you try to sign the file? Do you have an existing signature field ,clicking on it greys out? Or do you go to Certificates tool-->Digitally Sign and draw the box for signing.

Last of all, do you have any existing digital ids added to Acrobat/Reader?

Thanks and regards,

Report · Mar 19, 2018

Hello Marcgee, Soumik and Mandeep,

Marc's scenario is exactly what happens to me and everything he has done is what I have done. Adobe itself, not the browser plugin. The only thing that works for me is to uninstall the product and reinstall it and that gives me a few times of signing and then it stops again, forcing me to reinstall again.

I have a signing field on my pdf. I was not having this issue with this version at all, it just started a few weeks ago and has kept happening. I put the version below, it does not matter if I apply the Update for it or not, still greys out when clicking on the sign field.

Version 15.007.20033.2203

The only thing I can confirm that has changed recently is that my company started using McAfee DLP Endpoint package around the same time this started. Can't say for sure if thats the cause, nor do I have the ability to stop any of these to test on my PC.

McAfee DLP Endpoint Agent

McAfee DLP Endpoint Service

McAfee DLP Endpoint Service Watchdog

McAfee DLP Endpoint Text Extractor

Also we use the Vipre Security Product here as well.

I am thinking it is a software conflict because I get the few signatures for the small amount of work I need to do at night here (Graveyard shift 9pm-6am). The rest of my night is monitoring systems. So by tomorrow night I have the same issue again, so my short term solution is to come in and immediately uninstall and reinstall reader, then sign my documents and not worry till tomorrow night again. So something seems to affect it after those few tries and I'm baffled. I've asked the team for any advice here, but it has only affected one other guy and he reinstalled once and it stopped. Go Figure!

I had wondered if Paul DiBenedetto's issue was with something like what I said, but he gave absolutely no answer to their solution, stating it was another product on their end. WELL WHICH ONE!!!? It's very possible we all have one of these other products in common. Or then again it could just be a bug.

Let me know of anything new,

Thanks and Best Regards,

Tom

Report · Mar 20, 2018

Also - I forgot to mention that if I do apply the update we have (AcroRdrDCUpd1501620039_MUI) it crashes constantly after that, especially when opening 2 pdf's at the same time.

Report · Jul 18, 2017

Hi Guys

I am also facing same issue. Grey screen appears in case of Internet Explorer but works fine when tried in Chrome. I am using embedded pdf. Refer attachment for snapshot. (I can share a sample as well if required) Let me know in case some more information is required from my side. Any help on this will be highly appreciated.

I am using Windows 10, IE 11, Adobe Reader 10 & 11

Thanks & Regards

Mandeep

Report · Jul 18, 2017

Hi Mandeep,

Do you face the issue only for this PDF? And what about the web PDFs? Does the issue reproduces in that scenario too?

Regards

Soumik

Report · Jul 18, 2017

I face issue in case i am using embedded pdfs (Any PDF).

Regards

Mandeep

Report · Jul 18, 2017

I can share a sample for same as well, this might help technical department to better understand & reproduce problem at there end. You can share an email where i can post sample project.

Regards

Mandeep

Report · Jul 18, 2017

Please send us the files at soudas@adobe.com.

Also share with us the IE and Acrobat/Reader version.

Regards

Soumik

Report · Jul 18, 2017

Mail Sent @soudas@adobe.com.

Please let me know in case some additional information is required from my side.

Regards

Mandeep

Report · Jul 20, 2017

Hi Soumik

Any update corresponding to sample provided by me ?

Regards

Mandeep

Report · Jul 21, 2017

Hi Mandeep,

We are checking the file you shared. Will share our update soon.

Regards

Soumik

Report · Jul 21, 2017

We corrected this – this was an issue on our side not within your product.

Thank you.

Paul DiBenedetto

IT Consultant

The Norfolk & Dedham Group®<http://www.ndgroup.com/>

222 Ames Street

Dedham, MA 02026

m: 617-671-4827

w: 1-800-688-1825 x1244

This email and any files transmitted with it are intended only for the person or entity to which it is addressed and may contain confidential material and/or material protected by law. If you received this in error, please contact the sender and delete the material from any computer.

Report · Jul 23, 2017

Hi Paul DiBenedetto

Thanks for your reply. So what do we need to do now, do we need to install to install newer version of adobe reader. If yes then please mention which version we need to install to get the fix.

Kindly update.

Regards

Mandeep

Report · Jul 24, 2017

As stated in my previous post, this was an issue on our end, no problem in Adobe PDF.

Thank you.

Paul DiBenedetto

IT Consultant

The Norfolk & Dedham Group®<http://www.ndgroup.com/>

222 Ames Street

Dedham, MA 02026

m: 617-671-4827

w: 1-800-688-1825 x1244

This email and any files transmitted with it are intended only for the person or entity to which it is addressed and may contain confidential material and/or material protected by law. If you received this in error, please contact the sender and delete the material from any computer.

Report · Jul 24, 2017

Hi Soumik

Can you please update me regarding current status of my request, where the issue was and what needs to be done to get that resolved.

Regards

Mandeep Jhamb