Out of Memory

Report · Nov 15, 2018

We are experiencing a wide spread Adobe Reader Error as of Update 2019.008.20081 .

The contents of this error are "Out of Memory".

This primarily impacts Scanned PDFs (and PDFs containing images).

We had previously seen this error in the Adobe IE add-in. Our resolution for that was to disable the add-in and use the Reader directly for web based and downloaded PDFs.

We are now seeing a re-emergence of this issue in the Reader proper, in the latest update.

We have tried the following with no success:

Turned off sandbox/protected mode.
Uninstalled and reinstalled Reader
Used Adobe's Full Removal tool and reinstalled

We are now using Chrome as our default PDF viewer, but our users would greatly like to use Adobe.

Please assist.

The following are some details from the Report Generator:

Account Detail:

User Rights: Regular

User Account Control: Default

Process Integrity: Medium

Profile Type: None

Acrobat Detail:

Sandboxing: Off

Captive Reader: No

Multi-Reader on Desktop Support: Off

Available Physical Memory: 3852692 KB

Available Virtual Memory: 3864164 KB

BIOS Version: <redacted>

Default Browser:

Default Mail:

Display Detail:

Screen Width: 1920

Screen Height: 1080

Number of Monitors: 2

Number of Mouse Buttons: 16

Has Mouse Wheel: Yes

Has Pen Windows: No

Double Byte Character Set: No

Has Input Method Editor: Yes

Inside Screen Reader: No

Graphics Card:

Version: 0.0.0.0

Check: Not Supported

Installed Acrobat:

Installed Acrobat: C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AcroRd32.exe

Version: 19.8.20081.308281

Creation Date: 2018/11/06

Creation Time: 2:02:22 PM

Locale: English (United States)

Monitor:

Name: <redacted>

Resolution: 1920 x 1080 x 60

Bits per pixel: 32

OS Manufacturer: Microsoft Corporation

OS Name: Microsoft Windows 10

OS Version: <redacted>

Page File Space: 4194303 KB

Processor: <redacted>

Session Detail:

Boot Type: Normal

Is Shutting Down: No

Network: Available

Inside Citrix: No

Inside VMWare: No

Remote Session: No

Remote Control: No

Using JAWS: No

Using ZoomText: No

Using Windows-Eyes: No

Using NVDA: No

System Name: <redacted>

Temporary Directory: C:\Users\<redacted>\AppData\Local\Temp\

Time Zone: <redacted>

Total Physical Memory: 4194303 KB

Total Virtual Memory: 4194176 KB

User Name: <redacted>

Windows Detail:

Tablet PC: No

Starter Edition: No

Media Center Edition: No

Slow Machine: No

Windows Directory: C:\WINDOWS

C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\plug_ins\Accessibility.api

Version: 19.8.20071.303822

Creation Date: 2018/11/06

Creation Time: 2:02:22 PM

C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\plug_ins\AcroForm.api

Version: 19.8.20071.303822

Creation Date: 2018/11/06

Creation Time: 2:02:22 PM

C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\plug_ins\Annots.api

Version: 19.8.20080.306727

Creation Date: 2018/11/06

Creation Time: 2:02:22 PM

C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\plug_ins\DigSig.api

Version: 19.8.20071.303822

Creation Date: 2018/11/06

Creation Time: 2:02:22 PM

C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\plug_ins\EScript.api

Version: 19.8.20071.303822

Creation Date: 2018/11/06

Creation Time: 2:02:22 PM

C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\plug_ins\IA32.api

Version: 19.8.20071.303822

Creation Date: 2018/11/06

Creation Time: 2:02:22 PM

C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\plug_ins\Multimedia.api

Version: 19.8.20071.303822

Creation Date: 2018/11/06

Creation Time: 2:02:22 PM

C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\plug_ins\PPKLite.api

Version: 19.8.20080.306727

Creation Date: 2018/11/06

Creation Time: 2:02:22 PM

C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\plug_ins\ReadOutLoud.api

Version: 19.8.20071.303822

Creation Date: 2018/11/06

Creation Time: 2:02:22 PM

C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\plug_ins\Search.api

Version: 19.8.20071.303822

Creation Date: 2018/11/06

Creation Time: 2:02:22 PM

C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\plug_ins\SendMail.api

Version: 19.8.20080.306727

Creation Date: 2018/11/06

Creation Time: 2:02:22 PM

C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\plug_ins\Spelling.api

Version: 19.8.20071.303822

Creation Date: 2018/11/06

Creation Time: 2:02:22 PM

C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\plug_ins\Updater.api

Version: 19.8.20071.303822

Creation Date: 2018/11/06

Creation Time: 2:02:22 PM

Report · Nov 16, 2018

Hello Geoffreyh,

We're sorry for the trouble you had, whitelist the path of the scanned PDF files and add the location/folder path from Edit>Preferences>Security(enhanced) and see if this brings any difference.

For testing purpose, save the scanned PDF files locally and open with Adobe Reader and check.

Let us know how it goes and share your findings.

Thanks,

Anand Sri.

Report · Nov 19, 2018

Thank you for your quick reply AnandSri,

I was not clear in my previous summary of the issue. The PDF files affected by this are both directly scanned files and files downloaded from the cloud based programs (eg. SalesForce, Google Drive, etc).

When white listing, I'll point to the Downloads and Documents folder (Windows) and let you know the result.

Geoff

Report · Nov 19, 2018

Hi AnandSri,

Thank you for your suggestion, but unfortunately, the issue is still present after white list.

Please let me know if you have any other ideas.

Report · Nov 23, 2018

Hello Geoffreyh,

I am sorry for the delayed response, would it be possible to share a sample scanned PDF file which is throwing the error message so that we can test it at our end. As I tried replicating the issue at my end, but I am not able to reproduce the issue.

Share the file by direct message only How Do I Send Private Message

Also, share a screenshot of the error message you get, to post a screenshot, refer to https://forums.adobe.com/docs/DOC-7043#jive_content_id_How_do_I_attach_a_screenshot

Thanks,

Anand Sri.

Adobe Community

Out of Memory