Unable to send attached mail from Acrobat Reader DC

New Here ,
Jun 30, 2021 Jun 30, 2021

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Dear Community,

we currently face an issue, we host a customer that is using Acrobat Reader DC, when we try to send an attached email from the application it show a blank frame, not also, all the highlighted option too.

We tried several solutions:
1) Update application on RDS servers
2) Tried with another PDF application OK
3) Tried to change default mail app settings in Adobe Reader DC Preferences
4) Checked multiples Adobe KB without success
5) Tried test on LAB environnement OK
6) Removed Adobe Appdata, Procmon analyzis,packet capture, some elements in the toolbar seems to be impacted too
7) Used Adobe Acrobat Removal Tool
8 ) Install an old version of Adobe Acrobat NOK
9) Application work properly with another customer that have the same environnment
10) Put AcroCEF in Antivirus path exceptions
11) Disable Trend Micro agent on this machine
12) Clone of the machine and tests
Exit machine from Domain
Removal of RDS role
Uninstall several programs on the test server
Uninstall multiple Microsoft update one by one
13) Try to troubleshoot problem, browsing various options, try with Sign in, change of regionnal settings,analysis of AppData, ProgramData, Common Files...

Account Detail:
User Rights: Admin
User Account Control: Default
Process Integrity: High
Profile Type: None
Acrobat Detail:
Sandboxing: Off
Protected View: Off
Captive Reader: No
Multi-Reader on Desktop Support: Off
Available Physical Memory: 11558796 KB
Available Virtual Memory: 3694372 KB
BIOS Version: INTEL - 6040000
Default Browser:
Default Mail: Microsoft Outlook
mapi32.dll
Version: 1.0.2536.0 (rs1_release.160715-1616)

Display Detail:
Screen Width: 1664
Screen Height: 997
Number of Monitors: 1
Number of Mouse Buttons: 2
Has Mouse Wheel: No
Has Pen Windows: No
Double Byte Character Set: No
Has Input Method Editor: Yes
Inside Screen Reader: No
Graphics Card:
Version: 0.0.0.0
Check: Not Supported
Installed Acrobat:
Installed Acrobat: C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AcroRd32.exe
Version: 21.5.20048.436468
Creation Date: 2021/05/28
Creation Time: 07:58:48
Locale: English (United Kingdom)
Monitor:
Name: RDPUDD Chained DD
Resolution: 1664 x 997 x 32
Bits per pixel: 32
OS Manufacturer: Microsoft Corporation
OS Name: Microsoft Windows 10
OS Version: 10.0.14393
Page File Space: 33357300 KB
Processor: Intel64 Family 6 Model 79 Stepping 0 GenuineIntel ~2100 Mhz
Session Detail:
Boot Type: Normal
Is Shutting Down: No
Network: Available
Inside Citrix: No
Inside VMWare: Yes
Remote Session: Yes
Remote Control: No
Using JAWS: No
Using ZoomText: No
Using Windows-Eyes: No
Using NVDA: No
System Name: FINSWP006
Temporary Directory: C:\Users\ADMINI~1.FIN\AppData\Local\Temp\
Time Zone: W. Europe Standard Time
Total Physical Memory: 25165300 KB
Total Virtual Memory: 4194176 KB
User Name: Administrator
Windows Detail:
Tablet PC: No
Starter Edition: No
Media Center Edition: No
Slow Machine: No
Windows Directory: C:\WINDOWS
C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\plug_ins\SendMail.api
Version: 21.5.20048.436468
Creation Date: 2021/05/28
Creation Time: 07:58:50
C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\plug_ins\Updater.api
Version: 21.5.20048.436468
Creation Date: 2021/05/28
Creation Time: 07:58:50

 

 

Problem Adobe.jpg

TOPICS
Crash or freeze , General troubleshooting , Share or review PDFs , Windows

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Adobe Employee ,
Jul 01, 2021 Jul 01, 2021

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Hi there

 

Hope you are doing well and sorry for the trouble. As described you are unable to send the attached mail from Acrobat Reader DC and gets a blank option window as shown in the screenshot.

 

Also, you have tried most of the troubleshooting steps with no success, please try to create a new test user profile with full admin rights in Windows and try using the application there and check.

 

Also please try to reset the Acrobat preferences to default as described in the help page - https://community.adobe.com/t5/acrobat/how-to-reset-acrobat-preference-settings-to-default/td-p/4792...

 

if it still doesn't work, please remove the application using Acrobat Cleaner tool - https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html  reboot the computer once and reinstall the application using the link - https://get.adobe.com/reader/enterprise/

 

Regards

Amal

 

 

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