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523:523 Error since update to 2019.021.20047

Community Beginner ,
Oct 16, 2019 Oct 16, 2019

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Hello, 

 

Since updating to 20047 this morning, I am getting the 523:523 error when trying to view a pdf in Internet Explorer and other applications that attempt to Preview the PDF. I work in IT for an agency with over 1,500 users and we are getting a large amount of calls from users who also updated to 20047 since its release yesterday. I looked at the known issues page for the update and saw my issue was not listed. 

 

Thanks, 

Jaimee

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Crash or freeze , PDF and browsers , Print , View PDF , Windows

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correct answers 1 Correct answer

Adobe Employee , Oct 16, 2019 Oct 16, 2019

Acrobat.exe and AcroRd32.exe need to be added for whitelist.

Please let us know how it goes.

Thanks.

Anand Sri

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New Here ,
Oct 16, 2019 Oct 16, 2019

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An older thread (here) says this was solved by "Turning off Reader Protected mode by clearing the Enable Protected Mode at startup choice in Secuirity (Enhanced)"

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Community Beginner ,
Oct 16, 2019 Oct 16, 2019

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Thank you for your response! I did research prior to posting and found the same solution and it worked, however isn't it beneficial to use "Protected Mode at Startup" for its sandbox feature? It seems like this should be considered a bug and be fixed by Adobe. I also had a user report that they did uncheck the "Enable Protected Mode at Startup" option but it automatically came back on. Is there a way I can install the previous version of Adobe Reader?

 

https://helpx.adobe.com/reader/using/protected-mode-windows.html

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New Here ,
Oct 16, 2019 Oct 16, 2019

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Of course you can install the old version. Just make sure you disable all possible ways to update the software. I know there is a Windows Service and some Tasks in the Task Scheduler, since those will try to update Reader again. Good luck!

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Adobe Employee ,
Oct 16, 2019 Oct 16, 2019

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Hi Jaimees,

 

We're sorry for the trouble and thank you for reporting this issue. For further investigation, would you mind sharing more details about the affected machines:

  • What is the version of the operating system?
  • What is the version of IE?
  • Any security software installed and what is the version?
  • Collect the process monitor log of the affected machine, download the Process Monitor, run it, reproduce the issue.
  • Save the log files, upload it to the Document Cloud storage
  • Share the file in the direct/private message. Click on the message icon on the top right corner near your profile icon and share the log file link.

 

Thanks,

Anand Sri.

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Community Beginner ,
Oct 16, 2019 Oct 16, 2019

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Windows 10

Internet Explorer 11

Trend Micro Apex One

 

How do I collect the process monitor log?

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Community Beginner ,
Oct 16, 2019 Oct 16, 2019

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Windows 10

IE 11

Trend Micro Apex One

How do I collect the process logs?

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Community Beginner ,
Oct 16, 2019 Oct 16, 2019

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Windows 10, IE 11, and Trend Micro Apex One. How do I collect the process monitor logs?

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Adobe Employee ,
Oct 16, 2019 Oct 16, 2019

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Thanks for sharing the details Jaimees,

 

Please use Process Monitor tool https://docs.microsoft.com/en-us/sysinternals/downloads/procmon to collect the logs.

For testing purposes, could you please disable the Trend Micro and by-pass Adobe related process in Trend micro and check the behavior.

 

Thanks.

Anand Sri

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Community Beginner ,
Oct 16, 2019 Oct 16, 2019

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We unloaded Trend and it worked with "Protection Mode at Startup" checked. We contacted Trend and they said Adobe will be able to provide us with the exclusion list... May I have the exclusion list?

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Adobe Employee ,
Oct 16, 2019 Oct 16, 2019

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Acrobat.exe and AcroRd32.exe need to be added for whitelist.

Please let us know how it goes.

Thanks.

Anand Sri

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Community Beginner ,
Oct 16, 2019 Oct 16, 2019

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Thank you so much Anand! We added C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AcrRD32.exe and C:\Program Files (x86)\Adobe\Acrobat DC\Acrobat\Acrobat.exe to our Trusted Programs List and it solved the issue. We appreciate your help!

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New Here ,
Oct 18, 2019 Oct 18, 2019

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Hi, I'm getting the same issue but error messages can be 507:507 or 523:523. Same setup, Windows 10/IE11/Apex One. I have whitelist the programs mentioned however I am still getting the messages. Protect Mode unticked it currently the only way I have been able to get users to open PDF's.

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Community Beginner ,
Oct 18, 2019 Oct 18, 2019

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Good morning, how did you whitelist it? I went to Tend Micro Apex Central > Policies > Policy Management > Trusted Program List and added these paths: C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AcrRD32.exe and C:\Program Files (x86)\Adobe\Acrobat DC\Acrobat\Acrobat.exe. I then Deployed it and manually updated from the Apex One Security Agent Console on my machine that experienced the issue to make sure it worked.

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New Here ,
Oct 18, 2019 Oct 18, 2019

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Do you know if things like Trojans/Malware still get blocked by Trend if it's added to the Trusted Application list? I've got a ticket opened with them to confirm but have yet to hear anything.

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Community Beginner ,
Oct 18, 2019 Oct 18, 2019

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We didn't get that information, but since they told us to add it to the exception list I would hope they advised that knowing we'd still be protected from any viruses. If you get a straightforward answer from them, please let me know! :]

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New Here ,
Oct 23, 2019 Oct 23, 2019

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Sorry for the delay. Yes, that's the way I have whitelisted the programs. Also added to scan exclusions. Unloading Apex and restarting seems to solve the issue for a while but multiple users have reported the issue crops up again. 

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Adobe Employee ,
Oct 23, 2019 Oct 23, 2019

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Hi ConanC7852,

 

Can you please share the process monitor logs for the error 507:507.

Steps to take process monitor logs:

  1. Download Process Monitor from https://docs.microsoft.com/en-us/sysinternals/downloads/procmon 
  2. Launch Process Monitor
  3. Execute your Workflow (Open the PDF file in IE and get the error 507:507)
  4. Save the process monitor logs as .pml file
  5. Share the logs (You can share via private message as well)

 

Also, please send me the snapshot of Apex One where you have whitelisted the programs.

 

Thanks,

Shakti K

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New Here ,
Oct 23, 2019 Oct 23, 2019

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Hi, 

 

Sent logfile and screenshot. 

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New Here ,
Oct 29, 2019 Oct 29, 2019

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Thanks for this!! It worked for me but my Adobe Reader DC does not have C:\Program Files (x86)\Adobe\Acrobat DC\Acrobat\Acrobat.exe. Our users are now able to open PDF directly in IE. Do you know of any implication in terms of Trend Micro when you whitelisted C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AcrRD32.exe?

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New Here ,
Oct 18, 2019 Oct 18, 2019

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Hello,   I've been getting the 523:523 and/or the 507:507 error message every time I tried to access/read pdf files with my insurance company online in the last day.  Saw this answer by AnandSri about adding Acrobat.exe and AcroRd32.exe for the whitelist.  I'm an old, non-computer-literate person and have NO idea what that means.  How do I do that? 

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