Randomly getting an error while opening a pdf in (IE) web application; please help.

[dk201810]

Trying to open a pdf in our web application; most of the pdfs are working but just few are not.

The crash is occurring only for few pdf's. But its happening all the time for those few pdf's.

Here are the crash details when it explorer crashes.

Problem signature:

Problem Event Name: APPCRASH

Application Name: AcroRd32.exe

Application Version: 19.8.20074.43139

Application Timestamp: 5bb92051

Fault Module Name: VCRUNTIME140.dll

Fault Module Version: 14.14.26405.0

Fault Module Timestamp: 5ac5afd6

Exception Code: c0000005

Exception Offset: 0000de7e

OS Version: 6.1.7601.2.1.0.256.4

Locale ID: 1033

Additional Information 1: 0a9e

Additional Information 2: 0a9e372d3b4ad19135b953a78882e789

Additional Information 3: 0a9e

Additional Information 4: 0a9e372d3b4ad19135b953a78882e789

[AnandSri]

Hello Dk,

We're sorry for the trouble you had, what is the version of the OS installed and IE?

You may try the suggestions from the following Adobe article and check if that helps Troubleshoot viewing PDF files on the web

Display PDF in browser Adobe Acrobat, Acrobat Reader

Check for any plug-in which is getting pushed by Group policy which is causing the issue.

Is it possible to share a sample PDF file with us which is causing IE crash so that we can test it at our end?

To share the file, please use Adobe Send feature, login to https://cloud.acrobat.com/send using your Adobe ID(email) and password, upload the file, share the link to files via private message only, How Do I Send Private Message

Let us know how it goes and share your observation.

Thanks,

Anand Sri.

[dk201810]

Hi Anand,

Here are the details about OS and other versions.

Win 7 Enterprise - 64 bit

IE -11  -- [ 11.0.9600.19129 ]

Can not share the PDF due to privacy policy but I can try if same thing can be replicated in test environment with non-client PDF.

Let me know if there is anything we can try in the meantime.

Thanks for the prompt response.

[AnandSri]

Hello Dk,

Let us know if you can share the file so that we can test it at our end.

Thanks,

Anand Sri.

[swhss7436413]

We are also having an issue with randomly getting an error while opening a pdf in (IE) web applications.  This is happening on multiple computers and on multiple web sites.  This started about a week ago.  Users all have Win 7 and IE 11.  Adobe Reader DC  version is up to 19.008.20074.

[dk201810]

Hi Anand,

I have the test PDF to upload but the upload link you gave isn't working. Let me know if there is any other way I can upload the pdf for you. Also there is some new info from the client related to affected PDF's, something with PDF digital signature; may be it gives you something.

-- From user -- If the PDF (document) was signed at the dealership using the signature pad, we can view the document.  But if the document was signed remotely by the customer, we can't view the credit app.