There is a problem in Adobe Acrobat Reader. If it is running, exit the program and try again (10:10

[giuseppec15344612]

Hello, it has happened to me on many customers that after yesterday's update, when they open embedded pdfs inside a program, it is written:



There is a problem in Adobe Acrobat Reader.

If it is running, exit the program and try again (10:10)

By inserting the bProtectedMode key on 1, the problem is solved by opening the pdf, however on some users the print buttons do not work.

How can I solve? Urgent

Thanks

[MeenakshiNegi]

Hello!

Thank you for reporting this and sorry for the trouble.

Please try to repair the application installation. In the Application go to Help > Repair installation.

Reset the application preferences using the steps provided in the following help link: https://community.adobe.com/t5/acrobat/how-to-reset-acrobat-preference-settings-to-default/td-p/4792... 

If the above steps didn't help, try disabling the protected mode in the application preferences and check if that helps. To disable the Protected Mode:

1. Open the application and go to Edit > Preferences > Security (Enhanced)

2. Uncheck the box for "Enable Protect mode".

Let us know how it goes.

Thanks,

Meenakshi

[giuseppec15344612]

hello I have tried all the solutions indicated but they do not work, I have
thousands of customers with this problem and they are blocked. the problem
was caused by your update yesterday, please do another update and fix the
problem. thank you--


[image: smeup ics]
Giuseppe Capece
ICS Engineer - Open Specialist

{Personal info removed by Mod such as phone number, email, address.

please don't post any personal info on the public platform, and if you have added this information in the signature, please remove it before posting to Adobe communities}

[Matt50B7]

We are having the exact same issues on about a dozen computers on our network that have updated today or yesterday and the issue is spreading. I've tried all the linked recommendations, disabling the enhanced security, reparing the installation, uninstall/reinstall, nothing is working. Does Adobe have any other ideas? 

[MohdKashif]

Hi,

Can you try renaming below files on affected computers and then check if the problem is resolved or not?

C:\Windows\SysWOW64\libeay32.dll

C:\Windows\SysWOW64\ssleay32.dll

Also, check if you have below files present on affected machines:

C:\Windows\System32\libeay32.dll

C:\Windows\System32\ssleay32.dll

[kapilb92935090]

Please share these logs so that we can check and assist you further.

Create the highlighted path if not present.

• [HKEY_CURRENT_USER\SOFTWARE\Adobe\Adobe Acrobat\20.0\BrowserLogging]
• "bEnableBrowserLogging"=dword:00000001

• [HKEY_CURRENT_USER\SOFTWARE\Adobe\Adobe Acrobat\21.0\BrowserLogging]
• "bEnableBrowserLogging"=dword:00000001

• [HKEY_CURRENT_USER\SOFTWARE\Adobe\Acrobat Reader\20.0\BrowserLogging]
• "bEnableBrowserLogging"=dword:00000001

• [HKEY_CURRENT_USER\SOFTWARE\Adobe\Acrobat Reader\21.0\BrowserLogging]
• "bEnableBrowserLogging"=dword:00000001

Note: Please just check before sending the logs that "CAcroAXDocShim" is present in the logs

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

1. Run DebugView, keep it opened.
2. Go to DebugView→ Options→ Check "Clock Time" and "Show milliseconds".
3. Clear Debug View logs using "Edit->Clear Display" or CTRL+X
4. Open PDF in IE(or web app) using current workflow till customer gets the error. Please note the time(PC time) you get error/hang/crash and mention it while providing logs.
5. Exit IE/Web app.
6. Save logs in DebugView. (Use save as, because DebugView sometimes overwrites the logs)
7. Exit DebugView.
8. Send the logs.
9. Run browserloggingremove.reg to remove registry entries.

Please share the above logs so that we can test and share the analysis.

[MeenakshiNegi]

Hellol,

Sorry for the inconvenience caused.

We have released an update for Acrobat and Reader DC (version 21.005.20054) that addresses this issue.

Please update the application to the latest version from this link: https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/continuous/dccontinuousjunehotfix2... 

Let us know how it goes.

Thanks,

Meenakshi

[giuseppec15344612]

The problem exists, I updated Adobe Reader with the suggested patch, with the registry key bProtectedMode set to 0, the error 10:10 comes out, putting the key on 1 opens without errors.

I also tried to completely uninstall Adobe Reader, reinstall it, do all the updates, but the problem remains.

Giuseppe

[GenChic]

None of these fixes are working.  The QB Adboe error persists.

[GenChic]

Please Help - it is urgent.

[MeenakshiNegi · Accepted solution]

Hello,

Hope you are doing well and am sorry for the trouble.

We have released an update for Acrobat & Reader. Please install the latest update of Acrobat & Reader 21.007.20091 Planned update, Sept 14, 2021 application and see if you still experience this issue.

You may update the application from the help menu>select check for updates, install the latest patch. Reboot the machine.

To know more about the latest release, please see: Adobe Acrobat and Reader - September' 21 update is now available!

Let us know how it goes.

Thanks,

Meenakshi