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A
Anonymous
May 21, 2019
Question

Release 2019.012.20034 prevents embedded pdfs from opening from IE

  • May 21, 2019
  • 3 replies
  • 2557 views

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!

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3 replies

martijnk25753673
martijnk25753673
Participant
June 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.

soumik011
Adobe Employee
soumik011
Adobe Employee
May 27, 2019

Thanks Jason.

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

Regards

Soumik

J
justinb013
Participant
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

soumik011
Adobe Employee
soumik011
Adobe Employee
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

A
Anonymous
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.

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