Issue with Adobe reader in Originate loans (DLO- Fiserv)

Report · Jul 17, 2020

Originate loans (OL) is a .Net based Digital loan origination solution suite
The software uses active PDF documents for form generation on loan applications
The editable PDF documents containing mapped PDF fields are uploaded into the software and these documents (forms) are populated with loan application data from the software.
The filled forms are stored in DB in encoded varbinary format.
The application UI presents links to each document on a loan app.
On clicking this link, the document is opened in a PDF viewer. (varbinary stream is decoded and response is flushed by the app to IE PDF viewer)
A major OL client is currently facing issues with rendering of these documents in the PDF viewer in IE.
When multiple documents are opened on client machine, or attempted to edit, it is observed that the document window stalls and freezes.
The document window and app are then required to close from the task manager.
In this scenario, the CPU usage of client machine is observed to peak.
The application DB call to fetch the document and the code for pushing out the stream in PDF viewer does not show any discrepancies.
This functionality works without an issue on development machines and servers. The issue is inherent to client machines.
There are no console errors or event logs observed for this document freeze.
During troubleshooting, it was found that unchecking the ‘enable protected mode on startup’ setting from Security(enhanced) for adobe reader improves this behavior.

We are looking forward to

Adobe support to identify the root cause of this issue.
Fix for the issue.
Understand the impact and implication of enabling/disabling the security setting.

P.S. OL is a Fiserv Product. Fiserv is a licences consumer of Adobe product.

FISERV SOLUTIONS LLC
United States
Company ID : 1452654

we have been looking for a dedicated resource from Adobe to raise this support request.

any direction towards the same would be greatly appreciated

Report · Jul 18, 2020

This is not Adobe support. Indeed, since Acrobat Reader is a free product, there is no support for it (not free, and not paid). You can try reporting bugs here https://www.adobe.com/products/wishform.html but bear in mind this is not a service contact: your suggestions are received, may be voted on, might be fixed but you do not get a personal contact or any follow up in the system.

As a non-Adobe rely, since it seems related to the Enhanced security mode, you might try enabling logging and examining the log for clues.

Report · Jul 25, 2020

thank you for your response.

I have reported this bug on Adobe wishform as directed.

however, our clients still continue to face this issue.

an additional insight into understanding this issue fro Adobe support community would be most helpful

Report · Jul 25, 2020

also, can you please elaborate on what logging needs to be enabled to capture additional data for Adobe reader process?