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peterd30743036
Participant
April 4, 2024
Answered

Unable to open PDF attachment in Outlook email in Release 24.xxx.xxxx

  • April 4, 2024
  • 2 replies
  • 5064 views

Adobe Commuity thank you for reading.  I can use your collective assistance with this issue.
We utilize Office 365 Enterprise along with Acrobat Reader DC. Initially, we were using AcroRdrDC2300820555_en_US.exe. However, when AcroRdrDC2400120604_en_US.exe was released, our users encountered difficulties opening PDF email attachments by double-clicking the PDF within the email. Despite waiting for the subsequent release, AcroRdrDC2400120643_en_US.exe, the issue persisted. Ultimately, we reverted to AcroRdrDC2300820555_en_US.exe, and the problem no longer occurs.
With Reader 24 - Double click the pdf attachment in the email. Acrobat reader opens freezes and then after a while it crashes.
With Reader 23 - Double click the pdf attachment in the email. Acrobat reader opens and pdf opens.

 

Event log:
Faulting application name: AcroRd32.exe, version: 24.1.20643.0, time stamp: 0x660890ed
Faulting module name: ntdll.dll, version: 10.0.19041.3996, time stamp: 0x9b4c0fa6
Exception code: 0xc0000005
Fault offset: 0x00044b9e
Faulting process id: 0x624c
Faulting application start time: 0x01da86a19589b993
Faulting application path: C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AcroRd32.exe
Faulting module path: C:\WINDOWS\SYSTEM32\ntdll.dll
Report Id: b49a8110-cc30-47d7-8134-641ff2792838
Faulting package full name:
Faulting package-relative application ID:

Is anyone else seeing this?  The PDF will open all the time if the attachment is saved to my home drive or desktop.  

    This topic has been closed for replies.
    Correct answer Meenakshi Negi

    Hi peterd30743036,

     

    Thank you for reaching out.

     

    As the application crashes wen opening PDF from email attachment in Outlook, please try repairing the installation. 

    Use the troubleshooting steps suggested in the following help document: https://adobe.ly/3TS1hdm. 

     

    If the above suggestion does not work, try reinstalling the application using the following steps:
    Remove the application and run the cleaner tool (https://adobe.ly/43XuR64).
    Reboot the machine
    Install Adobe Acrobat Reader from the following page: https://adobe.ly/3TNXdL9.

     

    If the issue still occurs, share the crash logs using the steps suggested here: https://adobe.ly/3xA1KcE.

     

    Let us know how it goes.

     

    Thanks,

    Meenakshi

     

     

    Marking a reply or response “Correct” will help future users with the same issue quickly identify the correct answer.

    2 replies

    P
    peterd30743036Author
    Participant
    April 8, 2024

    Good Morning all, 
    Another Engineer took at look at this and disabled our Profile Management software and Reader worked for version 24.x
    So now that group is looking at the changes they need, so our users will be happy again.

    Thanks all for reading and the input provided.

    A
    Antonio367931298nrs
    Participant
    April 17, 2024

    Hi peter,

     

    i have similar problems for 6 weeks now. Citrix VDI Environment, we use FSLlogix for our profile management. Constant crashes with Event ID 1000 in the Event Viewer, same error message as yours.

     

    you said that you "disabled" the profile management software? how? disabling fslogix would result in a ton of other issues and problems. so what exactly did you do?

    P
    peterd30743036Author
    Participant
    April 17, 2024

    We use Ivanti for User Personalization.  I was told they removed/excluded Adobe Reader from personalization.

      Meenakshi Negi
      Community Manager
      Meenakshi NegiCommunity ManagerCorrect answer
      Community Manager
      April 8, 2024

      Hi peterd30743036,

       

      Thank you for reaching out.

       

      As the application crashes wen opening PDF from email attachment in Outlook, please try repairing the installation. 

      Use the troubleshooting steps suggested in the following help document: https://adobe.ly/3TS1hdm. 

       

      If the above suggestion does not work, try reinstalling the application using the following steps:
      Remove the application and run the cleaner tool (https://adobe.ly/43XuR64).
      Reboot the machine
      Install Adobe Acrobat Reader from the following page: https://adobe.ly/3TNXdL9.

       

      If the issue still occurs, share the crash logs using the steps suggested here: https://adobe.ly/3xA1KcE.

       

      Let us know how it goes.

       

      Thanks,

      Meenakshi

       

       

      Marking a reply or response “Correct” will help future users with the same issue quickly identify the correct answer.

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