Reader DC Protected Mode incompatibility

[cmdsltx]

I am running Windows 10 Pro version 1607, Norton Security Suite version 22.9.1.12 and Malwarebytes Premium version  3.0.6.1469

Within the past two weeks, I began to see the following error when trying to open .PDF documents:

Adobe Acrobat Reader DC cannot open in Protected Mode due to an incompatibility with your system configuration.  Would you like to open Adobe Acrobat Reader DC with Protected Mode disabled?

I have searched and found several forum posts suggesting that I:

1. Read the Protected Mode documentation (done, nothing seems to apply).

2. Repair my Reader DC installation (done, no change)

3. Uninstall using the Cleaner app, then reinstall (done, with a reboot between each step, no change)

Additionally, I turned off anti-virus protection and tried to open a .PDF document and received the same error.

While opening the documents with Protected Mode disabled does work, that is not a secure long term solution.  Is there something I can do to troubleshoot why I am getting this error?  Please help!

[Adorobat · Accepted solution]

Hi cmdsltx,

Could you please check if compatibility settings are applied under Reader shortcut?

1- Find Reader shortcut on the desktop>right-click>Properties

2- Check if the box next to "Run this program in compatibility mode for" is checked.

3- If it is, uncheck the box>click Apply>OK, try opening pdf and see if that works.

Please confirm Acrobat Reader version installed on the machine.

To do so, launch Reader>click Help>select About Adobe Acrobat Reader DC

You may also refer to the following link which discusses the same topic:

Adobe reader cannot open in protected mode due to an incompatability with your system configuration.

Keep us posted with the results.

Thanks,

Shivam

[cmdsltx]

The compatibility mode box was not checked. 

However, when I went to verify the version of Reader on my PC, (version 15.023.20070.19033) I noticed that I didn't receive the error message as I had for the past couple of weeks.  In addition, when I opened a .PDF document, I no longer received the error message. I was getting the error message yesterday, and I haven't made any changes since then.

I'd call this problem solved for now, although I don't know what solved it.  Regardless, thanks for your help!

[Adorobat]

Glad to hear that!

Please feel free to update this discussion in case you need further assistance.

-Shivam

[EricR42]

I am having the same problem, but I think I tracked it to the Malwarebytes (premium) 3.0.6.1469 anti-exploit feature.  If I disable the anti-exploit feature, I can open both standalone pdfs and web-based pdfs (via Internet Explorer).  Malwarebytes is saying I should do a clean install, and so will try that...

[Adorobat]

Hi EricR42,

Thank you for sharing your findings with us.

Let us know if you need any help.

-Shivam

[EricR42]

Well, I tried Malwarebytes' proposed solution- using their cleanup tool to uninstall and then reinstalling.  No joy.  Adobe Reader DC still does not work with the anti-exploit feature enabled.  I emailed Malwarebytes, so I hope it is just a matter of an update on their end. 

So the current workarounds are either (a) disabling protected mode for Adobe Reader or (b) going into the Malwarebytes 3.x settings/application protection list and turning off protection for Adobe Acrobat and Adobe Reader.  At the moment, I chose to disable Malwarebytes' protection for Adobe Acrobat/Reader and left Adobe in protected mode (I figure Adobe knows its own potential vulnerabilities better than Malwarebytes), but if you recommend the reverse, I will do so.  I hope Malwarebytes fixes this fast,

- Eric

[KevinCharlesAsh]

Thanks Eric for this solution.  It worked for me too.  I will try to remember to re-enable the protection in Malwarebytes Premium every so often to see if an update to that application has fixed this incompatibility.

For others, here is a bit more detail for turning off Malwarebyte's application protection:

1. Open Malwarebytes Premium
2. Select the Settings tab in the left column.
3. Select the Protection tab at the top of the application window.
4. Click on the button "Manage Protected Applications".  The Protected Applications window appears.
5. Change the Protection switch to OFF for Adobe Acrobat and Adobe Reader.

[Tariq Dar]

Hi KevinCharlesAsh,

Thank you for your response with the detailed description. Really appreciate it.

-Tariq Dar.

[mahat804]

I solved my problem with this guidelines.. Thanks