Last update Acrobat Reader DC the documents are hanging

[sergiol86]

Good Morning,

In the last update (21.001.20135) the PDF documents hang when closing them in VDI and we have to end the process with the task manager but when you open one it happens again. Adobe is installed on Windows Server 2016 servers.

Thanks

[Tariq Ahmad Dar]

Hello, 

Thank you for reaching out.
An optional update has been released yesterday to fix some issues. Would request you try installing that: https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/continuous/dccontinuousfeb2021qfe.... and let us know if that resolves the issue.

~Tariq 

[sergiol86]

Hello Tariq,

Thanks for information, we will check this updates in the servers.

Sergio

[sergiol86]

Hello Tariq,

We have checked but we have a same problem with we do other action for send PDF to email, when you mark this option, Outlook opens, the PDF doesn´t attach and Acrobat it´s hangs.Last version:21.001.20138

Attach screenshoots. In VDI.

Thanks

Sergio

   

[Tariq Ahmad Dar]

Hi Sergio, 

Was it working before? 
If you have Acrobat Subscription you can reach out to our assisted support team. I assume there might be some configuration issue during the time of deployment since this virtual environment. 

[sergiol86]

Hi Tariq,

It has always worked correctly in VDI, you only have to have an Outlook installed, that simple. But since the update of February 9, it stopped going and with the new update of  February 15 it hasn´t been solved.

Thanks

[Tariq Ahmad Dar]

Hi Sergio, 

Before I spent further time on this, would you help me with the following details.

1. VMware details. version no. , Type to setup
2. Windows OS details.?
3. How was the Reader deployed? 

~Tariq

[sergiol86]

Hello Tariq, I replie about same line with underline:

1. VMware details. version no. , Type to setup  --> VMware 6.5
2. Windows OS details.? Windows Server 2016
3. How was the Reader deployed? Local installation on the same machine deployed

Thanks

[Tariq Ahmad Dar]

Sergio, 

Thank you for sharing the information. Sadly this issue isn't reproducible at our end. I would request you to help us with the Process dump and Procmon logs. Following are the steps and Help document to check how to capture these logs. Once you collect the logs, please update to any Cloud Drive and share us with the link. You can private message me if you want to share the logs privately.

1. Procmon logs: 
   1. Download the tool from the below link: https://docs.microsoft.com/en-us/sysinternals/downloads/procmon
   2. Extract the contents of the downloaded file.
   3. Double Click on procmon.exe file.
   4. If you see a Process Monitor Filter window, please click on OK.
   5. Then Open Acrobat/Reader and run the problem workflow.
   6. Go back to the Process Monitor tool and click File>Uncheck Capture Events.
   7. Then File>Save >All Events.
   8. The logs will be saved in the same folder as the tool with the name logfile.pml.
   9. Please share the file for further analysis.
2. Process logs (Crash or hang logs). Please read this help document. 
    https://helpx.adobe.com/in/acrobat/kb/collect-logs-crash-freeze.html#CollectingprocessdumpswhenAcro... 
   
   

~Tariq

[arvindy]

Hi Sergio,
After you provide the info requested by Tariq, could you please check your workflow with the following registry?
[HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Adobe\Acrobat Reader\DC\FeatureState]
"4304509"=dword:00000000
Please follow the steps:
- Quit Reader DC if it is already running
-Set the above registry and try attaching the PDF you were trying earlier

Regards,
Arvind

[sergiol86]

Hello Arvind,

I still haven't been able to verify that information from Tariq.
But I have consulted what you tell me and I haven´t seen this registry.

Thanks
Attached screenshot.

[Tariq Ahmad Dar]

Hi Sergio, 

Arvind, meant to create this registry entry. 
But we need to collect logs before you create that registry. Please use the steps, I mentioned above to collect the logs. 

~Tariq

[Vinod Dobhal]

Hi @sergiol86 ,

Could you pls. provide us with the logs as suggested by @Tariq Ahmad Dar in the post above.

Thanks,

Vinod

[sergiol86]

Hello Vinod and Tariq, 

I´m checking in all servers with which had an issue and in this moment all correct. I suppose that with the update of 25 February it was resolved.

Thanks for your perfect service

Goodbye