Reader crashes when clicking on page control toolbar after installing the latest update

[shaip13685988]

Hello

i having a problem with couple of programs that opens PDF files after yesterday version.

when i click on the quick action bar its crashing.

is there any solution?

thanks

Faulting application name: AcroRd32.exe, version: 15.23.20053.15062, time stamp: 0x585d5608

Faulting module name: AcroRd32.dll, version: 15.23.20053.15062, time stamp: 0x585d55dc

Exception code: 0xc0000005

Fault offset: 0x00100242

Faulting process id: 0x24a0

Faulting application start time: 0x01d26c08d2e23891

Faulting application path: C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AcroRd32.exe

Faulting module path: C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AcroRd32.dll

Report Id: 229eb33d-d7fc-11e6-87b4-005056856334

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[Adorobat]

Hi shaip13685988,

Try to repair Reader and see if that works- launch Reader>click Help menu>select Repair Installation.

If that doesn't work, try to reset preferences for Reader:

Close Acrobat Reader.

(ii) Go to C:\Users\your username\AppData\Roaming\Adobe\Acrobat\DC, 

(iii) Move the entire DC folder to some other location like temp folder.

     To view temp folder , press and hold Windows key and press R on your keyboard, type temp in the run dialogue box then press enter.

       If App data folder is not visible under your user name, type %appdata% in run dialogue box and hit enter

(iv) Restart Adobe Reader.

Could you please confirm the Operating System installed on your computer?

[shaip13685988]

thanks for the replay

none of the solution worked, i also try to uninstall and install.

its append on different OS in our environment, like 2008R2 and windows 7 SP1

if i go back for earlier version of the DC everything work fine, the problem its just with 15.023.20053

[Adorobat]

Thank you for trying the steps.

Could you please try uninstalling Reader using Cleaner tool from here: Download Adobe Reader and Acrobat Cleaner Tool - Adobe Labs

Restart the computer.

Download and install Reader DC from here: Adobe - Adobe Acrobat Reader DC Distribution  (select your Operating System, language, and, version accordingly).

[shaip13685988]

i did it and it didn't work also.

its happening on many servers and workstaions, not just one.

its seems like a bug in this version.

thanks

[katherinem52245305]

The Solution!!!

Protected View feature for PDFs (Windows), Adobe Reader

Tks

[shaip13685988]

Thanks! it's working!

but what is the differences in the latest version that break it?

the protected mode was enable in the old version of DC.

[Guest]

This only works on Windows 7 and Windows server 2008R2.

This does not work for Windows 10.

[katherinem52245305]

I have the same problema.

In this case Adober Reader shows this window:

Thanks in advance.

[nethzt]

same here

windows 10 1607

http://ul.to/083b8ws1

[Guest]

Disabling the Protected view fixed the problem for Windows 7 and Windows Server 2008R2 clients.

However this does not work for Windows 10. And why does adobe auto updater continue updating to 023 even though there are problems ? Version 020 had no issues. @adobe

[AshuMittal · Accepted solution]

Hi,

We have released an update today that fixes this issue. This update will be automatically applied to all existing installations of Acrobat and Reader DC. You can also open Acrobat or Reader DC and visit Help > Check for updates to make sure you are on the latest patch.

Details about the release: Acrobat Help | Release notes | Acrobat DC, Acrobat Reader DC | Update  

Please also turn Protected Mode ON once you have applied the new update.

Please let us know how it goes.

Thanks,

-ashu

PS: Please mark the post as answered if this resolves your issue.

[wernerz100804]

Great!!!

It works! (No more Crash)

[Kshakti]

Hi shaip13685988 / katherinem52245305,

Protected mode is to provide an added layer of security. In protected mode, malicious PDF documents can’t launch arbitrary executable files or write to system directories or the Windows Registry.

Protected mode is to provide an added layer of security. In protected mode, malicious PDF documents So, it is advisable to keep protected mode enabled always.

Please let me know the following details to debug the issue:

1) OS and version details .

2) Does the issue appear if PDF is opened in browser or both in browser and standalone. (Browser details and version if the issue happens only for browser) ?

3) Does the issue appear for certain set of PDFs or for all the PDFs which you open ?

Thanks,

Shakti K

[shaip13685988]

1) windows 2008R2 And windows 7 with latest reader update.

2) its appear on internet explorer 10 version 10.0.9200.17609 and another 3d party application.

3) for certain PDFs, not for all.

is it possible to manage protected mode trust from Group Policy?

thanks

[Kshakti]

Hi shaip13685988 / katherinem52245305,

Can you please provide the crash dump for the issue. You can mail / share it.

To take crash dump:

1. When crash dialog occur do not dismiss that dialog.
2. Open task manager
3. Right click to process AcroRd32.exe and select create dump file.
4. There will be 2 processes of AcroRd32.exe so take the dump of second AcroRd32.exe process also.
5. Dump file will be located at user's temp directory. (%temp%)

Thanks,

Shakti K

[Guest]

I'm having the same issue, and it doesn't have anything to do with Protected Mode. It just crashes when trying to open a PDF.

There doesn't seem to be a way to share the dump file here, so I'm going to put it in a file locker for access.

https://files.fm/u/7e6ejrya

[jackb101]

I am having the same problem.

Windows 10 Enterprise 1511

Acrobat Reader: 15.23.20053.15062

the problem still happens whether protected Mode is on or off.

has the cause been identified & is a fix due?

thanks

jack

[Kshakti]

Hi jackb101,

Can you please share the crash dump.

You can mail /share it to me .

Thanks ,

Shakti K

[wernerz100804]

@Shakti K

Since we dont want change Acrobat-Settings of all our hundreds users, we have Problem with Solution of changing "Protected View-Mode"!

But maybe I have a hint:

Wenn i created a new MFC-Dialog-Solution with ab Browser-Control(ProcID "Shell.Explorer.2",CLSID "{8856F961-340A-11D0-A96B-00C04FD705A2}" it worked properly!!!(Could use Control toolbar without Crash!)

But in Application for our users, the same Browser-Control is in a modal Child-Dialog of our MFC-Single-Document-Application and it crashes using the Adobe-Reader toolbar.

Here the corresponding dumps.

AcroRd32 (2).DMP - Google Drive

AcroRd32.DMP - Google Drive

Thanks

[dougd39186145]

Same problem.  Acrobat Reader DC version 2015.023.20053.  Gets message " Adobe Acrobat Reader DC has stopped working" message when try to print a pdf document created by a web application running inside our network.  Browser is Internet Explorer 11.  Problem just started since 1/10/17.  Was working fine before that.  Uninstalled reader using cleaning tool and re-installing.  Checked the Protected Mode settings and they appeared to be correct. The intranet site being used was already set to be trusted in browser and Reader preferences was set to trust same sites.  Link to dump files is

Reader Crash Dump files - Box

Also noticed that problem did not occur on system that still had Reader version 20015.023.20039 installed.

[wernerz100804]

Funny Fact:

Trying to use Toolbar on PDF-Document in WebBrowser-Control on Main-Window of Application DOESNT Crash!!!

And direct afterwards using Toolbar on PDF-Document in WebBrowser-Control within a Modal-Dialog of that Application DOESNT Crash TOO!!!

It crashes only when you try to use Toolbar of Document shown in Modal-Dialog first!!!

Please....

Need help...

[Guest]

@ Shakti K

I seem to be having the same issues as related above.

I am running Win 10 Home with Adobe Reader DC 15.023.20053.15062.

I have done the Cleaner and stand alone install. I have done the Protected setting change, still no change. I can open Reader as long as no file is selected. Every file, either a simple text based PDF or a complicated form from DHL crashes the program within seconds.

I have uploaded crash files and a snap of the Windows Event Log to my GoogleDrive

https://drive.google.com/open?id=0B5Wk1fcDRdX1QlZmN1d6ZkpSaEU

Let me know if you need anything else.

I need help!

Thanks,

[Guest]

All, The new update released today DOES fix the issue as presented on my system.

Thanks