Copy link to clipboard
Copied
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
Acrobat.exe and AcroRd32.exe need to be added for whitelist.
Please let us know how it goes.
Thanks.
Anand Sri
Copy link to clipboard
Copied
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)"
Copy link to clipboard
Copied
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
Copy link to clipboard
Copied
Copy link to clipboard
Copied
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:
Thanks,
Anand Sri.
Copy link to clipboard
Copied
Windows 10
Internet Explorer 11
Trend Micro Apex One
How do I collect the process monitor log?
Copy link to clipboard
Copied
Windows 10
IE 11
Trend Micro Apex One
How do I collect the process logs?
Copy link to clipboard
Copied
Copy link to clipboard
Copied
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
Copy link to clipboard
Copied
Copy link to clipboard
Copied
Acrobat.exe and AcroRd32.exe need to be added for whitelist.
Please let us know how it goes.
Thanks.
Anand Sri
Copy link to clipboard
Copied
Copy link to clipboard
Copied
Copy link to clipboard
Copied
Copy link to clipboard
Copied
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.
Copy link to clipboard
Copied
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! :]
Copy link to clipboard
Copied
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.
Copy link to clipboard
Copied
Hi ConanC7852,
Can you please share the process monitor logs for the error 507:507.
Steps to take process monitor logs:
Also, please send me the snapshot of Apex One where you have whitelisted the programs.
Thanks,
Shakti K
Copy link to clipboard
Copied
Hi,
Sent logfile and screenshot.
Copy link to clipboard
Copied
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?
Copy link to clipboard
Copied
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?