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A
Anonymous
July 17, 2020
Question

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

  • July 17, 2020
  • 1 reply
  • 959 views
  • 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

This topic has been closed for replies.

1 reply

T
Test Screen Name
Legend
July 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. 

A
Anonymous
July 25, 2020

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

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