Release 2019.012.20034 prevents embedded pdfs from opening from IE

Report · May 21, 2019

This is a major issue! We have multiple applications that use IE and the Adobe Reader Plugin for IE to view and print documents and after upgrading to Adobe Reader 2019.012.20034 we only get gray boxes when attempting to open a pdf. I've seen other threads with the same issue, which has brought our financial institution's workflows to a grind. We have tried disabling the Adobe Reader Add In in IE which helps some applications, but breaks others. With web based applications we've been moderately successful using Chrome instead, but still have many applications that use IE natively. This is a critical issue and needs Adobe developer support ASAP. We will try to revert to an earlier version, but other threads have noted they are forced back to the latest version by automatic updates..... HELP!

Report · May 23, 2019

Hi JStew,

We are already working on a similar issue with other users. We need some additional info to understand whether you are facing the problem.

Please share with us the below info:-

1. Reader Protected Mode status. ON/OFF?

Preference > Security(Enhanced) > "Enabled protected Mode at Startup"

2. Internet explorer Enhanced protected mode status?

Open IE > Internet Options > Advanced > Security

Check the status of "Enable enhanced protected mode" and "Enable 64-bit process for enhanced protected more"

Please share with us screenshots for above 2 points.

3. We will need the browser plugin logs. Steps are mentioned below:-

Get browserloggingadd.reg and browserloggingremove.reg from here - https://files.acrobat.com/a/preview/07fe4737-1ff6-4210-93b6-f715c9e8ff23

1. Run browserloggingadd.reg file which will add registries. (Select Yes if dialog shows up)

2. Download debugview.exe from https://technet.microsoft.com/en-us/library/bb896647.aspx

3. Run DebugView, keep it opened.

4. Go to DebugView→ Options→ Check "Clock Time" and "Show milliseconds".

5. Clear Debug View logs using "Edit->Clear Display" or CTRL+X

6. Open PDF in IE(or web app) using current workflow till you gets the error/hang. Please note the time(PC time) you get error/hang/crash and mention it while providing logs.

7. Exit IE/Web app.

8. Save logs in DebugView. (Use save as, because DebugView sometimes overwrites the logs)

9. Exit DebugView.

10. Send the logs.

11. Run browserloggingremove.reg to remove registry entries.

Please take these logs and share it with us. Zip might not be allowed so please share logs using a link.

Send us the information at soudas@adobe.com

Report · May 23, 2019

Hello and thank you for your response. Please consider this a critical issue due to the severe impact to our bank’s operations as well as the immense scope of the Adobe customers affected.

I have provided replies below in Red and attached documents accordingly. Also, can you provide a status report from Adobe’s side on current progress as well as an ETA for a permanent fix?

Thank You,

Jason Stewart

Vice President - IT

Oostburg State Bank

(920) 564-4352 | www.oostburgbank.com<http://www.oostburgbank.com/> | 905 Center Avenue | P.O. Box 700198 | Oostburg, WI 53070-0198

PLEASE NOTE: The information contained in this message is confidential, and is intended only for the use of the individual named above and others who have been specifically authorized to receive it. If you are not the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, or if any problems occur with transmission, please contact the sender. Thank you.

Report · May 23, 2019

Thanks Julian. What has Adobe’s response been to you?

Thank You,

Jason Stewart

Vice President - IT

Oostburg State Bank

(920) 564-4352 | www.oostburgbank.com<http://www.oostburgbank.com/> | 905 Center Avenue | P.O. Box 700198 | Oostburg, WI 53070-0198

PLEASE NOTE: The information contained in this message is confidential, and is intended only for the use of the individual named above and others who have been specifically authorized to receive it. If you are not the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, or if any problems occur with transmission, please contact the sender. Thank you.

Report · May 23, 2019

Thanks Julian. This Adobe update has had a major impact across the board for us and continues to be a barrier to many of our applications. Please do all you can to escalate to a critical status through Adobe as we cannot.

Thank You,

Jason Stewart

Vice President - IT

Oostburg State Bank

(920) 564-4352 | www.oostburgbank.com<http://www.oostburgbank.com/> | 905 Center Avenue | P.O. Box 700198 | Oostburg, WI 53070-0198

PLEASE NOTE: The information contained in this message is confidential, and is intended only for the use of the individual named above and others who have been specifically authorized to receive it. If you are not the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, or if any problems occur with transmission, please contact the sender. Thank you.

Report · May 23, 2019

Hi Jason,

Unfortunately I don't see any attachment in the thread. Can you send me all the requested information at soudas@adobe.com.

We are currently working on a fix for a similar issue, but to understand whether you are facing the exact issue we will need the additional information.

Regards

Soumik

Report · May 24, 2019

Thank you. I did check my sent items and verified it was attached. I’ve sent it separately to your email as well per your request. Please confirm receipt. Also, when opening a pdf from within IE, most times it opens to a blank gray screen as opposed to showing the pdf. The app isn’t necessarily crashing. Adobe thinks is displaying the content, but it’s not. Eventually, we do see IE crash, and the crash details specifically call out Adobe (see the prior screenshots I’ve sent), but just to be clear, the app crash is not the sole issue.

Finally, and I can’t be clear enough, this is causing major challenges for our organization over many of our applications as the IE/Adobe workflow is built in natively. If this is not already a top priority for Adobe, it needs to be. I attempted to roll back to a prior version for our Terminal Server, but it did not resolve the issue and ultimately Reader DC auto updated to the current version again anyway. With no other options an immediate fix is critical.

Thank You,

Jason Stewart

Vice President - IT

Oostburg State Bank

(920) 564-4352 | www.oostburgbank.com<http://www.oostburgbank.com/> | 905 Center Avenue | P.O. Box 700198 | Oostburg, WI 53070-0198

PLEASE NOTE: The information contained in this message is confidential, and is intended only for the use of the individual named above and others who have been specifically authorized to receive it. If you are not the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, or if any problems occur with transmission, please contact the sender. Thank you.

Report · May 26, 2019

Thanks Jason.

I have received your mail and have requested for some additional details.

Regards

Soumik

Report · May 28, 2019

Any new updates to this? After much research, I believe that we are experiencing the same issues - with 20034 installed to 2012 R2 RDS hosts, we are unable to open PDFs using the IE 11 plug-in if the IE "Enable Enhanced Protected Mode" option is enabled, but we are when that option is disabled. I'm happy to provide more information if that would be useful.

Thanks!

Justin

Report · May 28, 2019

Thank you Soumik,

Sorry that the screenshots aren’t coming through, I’ve attached some more to this email, but will also spell it out in text just in case. Taking your additional information in consideration, here is what I’ve found.

In Adobe Reader DC we have the Enable Protected Mode at startup and Enable Enhanced Security checkboxes unchecked as some of our software requires this (screenshot below).

Since many of our apps utilize the 32bit IE (some natively that is beyond our control), we don’t have the Enable 64-bit processes for Enhanced Protected Mode setting in IE you recommend disabling. We do, however, have the Enable Enhanced Protected Mode setting in IE which by default is checked. If I uncheck Enable Enhanced Protected Mode in IE this as you suggested below, it does seem to resolve the issue. I will continue to test across our applications today. That being said, we’ve had the Enable Enhanced Protected Mode setting in IE on for quite some time without any issues until the latest Adobe Reader DC update, which caused the issue. Should testing continue to prove successful, I just want to be clear that I consider this a temporary work around rather than a solution. My expectation is for Adobe fix the issue rather than expect the customer to tone down our security as a solution.

Thank You,

Jason Stewart

Vice President - IT

Oostburg State Bank

(920) 564-4352 | www.oostburgbank.com<http://www.oostburgbank.com/> | 905 Center Avenue | P.O. Box 700198 | Oostburg, WI 53070-0198

PLEASE NOTE: The information contained in this message is confidential, and is intended only for the use of the individual named above and others who have been specifically authorized to receive it. If you are not the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, or if any problems occur with transmission, please contact the sender. Thank you.

Report · May 30, 2019

Any new update? Is there a place I can check for an update?

Report · Jun 11, 2019

We have issues as well with this patch, PDFs can be opened (we have protected mode disabled) however when opening PDFs from Internet Explorer 11 a full white screen is shown first, then when the PDF loads it disappears again but not always. This is on Citrix so the entie user display is white.

I'm not sure if this a Reader DC issue or a Citrix issue.