Internet Explorer 11 crashing when trying to open PDF in it via Adobe Acrobat Reader DC

Report · Dec 28, 2018

A few weeks ago, all of our computers at our Chinese location encountered the following problem: for all of our computers at our Chinese site (we have various physical sites around the world, and only the one site is affected), we have Adobe Acrobat Reader DC installed, but when we try to open a PDF in Internet Explorer 11, IE11 crashes. Windows Event Viewer shows "C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AcroRd32.dll" as the "faulting module path". I've tried rebooting one of the machines I'm testing on, uninstalling/reinstalling, using various logins, but it seems to only affect the Chinese user IDs on the Chinese computers and affects the machines even after reinstalling (although the issue doesn't start until once the desktop Adobe Acrobat Reader DC app is opened, so it works in IE11 to open PDFs until the app has been opened up). What would be the best way to troubleshoot this issue? Any assistance would be much appreciated as I've been using a lot of time troubleshooting this.

Here's the Event Viewer event info for the crash in case that's helpful:

Faulting application name: IEXPLORE.EXE, version: 11.0.10240.18036, time stamp: 0x5bd1454a

Faulting module name: AcroRd32.dll, version: 19.10.20064.48846, time stamp: 0x5c06cd70

Exception code: 0xc0000005

Fault offset: 0x00c1d631

Faulting process id: 0x1068

Faulting application start time: 0x01d49edbbc8f136f

Faulting application path: C:\Program Files (x86)\Internet Explorer\IEXPLORE.EXE

Faulting module path: C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AcroRd32.dll

Report Id: b96669b6-5292-48ce-94fe-c29a08e171e2

Faulting package full name:

Faulting package-relative application ID:

(This is my first post here, so my apologies if I'm not doing something right or not following protocol in some way.)

Report · Jan 17, 2019

Been having the same issue. Definitely started at 20080, and no one from Adobe is providing any answers. The best thing you can do at this point is disable the preview mode in IE11 which will cause the users to get a Open/Save prompt.

It's highly unacceptable that Adobe is choosing to ignore this issue that's affecting a browser/OS that's still supported.

Report · Jan 17, 2019

I agree. Thankfully I was able to finally get ahold of someone on the phone by using my company's Adobe Acrobat license, and they did saw they believe it's an issue they're already aware of, but I'm not sure why it hasn't been resolved yet.