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Adobe Acrobat Reader 2019.021.20058 Protected mode problem

New Here ,
Dec 12, 2019

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Since the latest update (2019.021.20058) quite a few of our users are finding if they try to open a PDF Acrobat Reader is taking a long time to open, they are then presented with the error message below

 

Capture.JPG

 
 
 

 This doesn't happen on version 19.021.20056 but if you then update the same installation to 20058 the issue starts occuring. I don't really want to turn protected mode off for everyone so is there anyway to work out what is conflicting with the newer version? We are on Windows 10 (happens on 1803 and 1809).

 

Many thanks.

Hi JSmithAP,

 

Thanks for your time and patience thus far and for your cooperation.

 

The latest patch of Acrobat/Reader DC version 19.021.20061 Optional update, December 19, 2019 containing the fix is live now.

Please install the latest patch from the help menu of Acrobat/Reader > select check for updates. 

Reboot the machine after installing the latest patch.

 

For detailed information about the latest patch, please refer to the Release Notes.

Please let us know if you experience any issues.

 

Also, please confirm that the issue is getting resolved or not after installing the latest patch. 

 

Regards,

Anand Sri.

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Adobe Acrobat Reader 2019.021.20058 Protected mode problem

New Here ,
Dec 12, 2019

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Since the latest update (2019.021.20058) quite a few of our users are finding if they try to open a PDF Acrobat Reader is taking a long time to open, they are then presented with the error message below

 

Capture.JPG

 
 
 

 This doesn't happen on version 19.021.20056 but if you then update the same installation to 20058 the issue starts occuring. I don't really want to turn protected mode off for everyone so is there anyway to work out what is conflicting with the newer version? We are on Windows 10 (happens on 1803 and 1809).

 

Many thanks.

Hi JSmithAP,

 

Thanks for your time and patience thus far and for your cooperation.

 

The latest patch of Acrobat/Reader DC version 19.021.20061 Optional update, December 19, 2019 containing the fix is live now.

Please install the latest patch from the help menu of Acrobat/Reader > select check for updates. 

Reboot the machine after installing the latest patch.

 

For detailed information about the latest patch, please refer to the Release Notes.

Please let us know if you experience any issues.

 

Also, please confirm that the issue is getting resolved or not after installing the latest patch. 

 

Regards,

Anand Sri.

Topics

Crash or freeze, General troubleshooting

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Adobe Employee ,
Dec 12, 2019

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Hi JSmithAP,

 

We're sorry for the trouble you had with the latest verison of Adobe Reader DC 2019.021.20058. 

Are you trying to open the PDF files saved locally or from a network/shared drive?

Adobe Reader is taking time to open any specific type of PDF file like a scanned PDF or a PDF form or is it slow with all the PDF files?

 

Try adding the file and folder path of the PDF files from Edit>Preferences>Security (Enhanced) > 'Add file' and 'Add Folder Path' > Click OK, restart the application and check.

 

If security software is installed, then try disabling it and then check the performance of Adobe Reader while opening the PDF files.

 

Would it be possible to share a screen recording of the issue along with few sample files through which you can reproduce the issue at your end?

If yes, please share the recording and a few sample files through a Private message only so that we can try to reproduce the issue at our end?

Also, collect the process monitor logs of the affected machine by downloading the Process Monitor tool

Please run the tool, reproduce the issue, save the logs and share it with us.

 

Thanks for your time and patience.

 

Regards,

Anand Sri.

 

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Community Beginner ,
Dec 14, 2019

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Hi Anand Sri,

I am having this same issue. It has occured on a windows 10 1807 maching and a Windows 10 1909 machine, and started on both machines after I applied the Microsoft December updates. The "1909" machine is running Acrobat Pro 2019.021.20058, the OS is Windows 10 Pro 1909 18363.535. The latest Windows updates installed KB4530684 and KB4533002. Acrobat is installed from Creative Cloud. I tried uninstalling  then reinstallilng Acrobat through the creative cloud interface and that did not resolve the problem.

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Adobe Employee ,
Dec 14, 2019

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Hi SDroppers,

 

Sorry for the inconvenience caused.

Please let me know below information:

  1. Send the exact snapshot of your error.
  2. Can you uninstall MS KB update and please check if it resolves the issue?

 

Thanks,

Shakti K

 

 

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Community Beginner ,
Dec 16, 2019

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Hello. There was no change after I uninstalled the Windows updates, Acrobat continued to have problems opening "Protected Mode". I tried uninstalling Acrobat Pro via the Adobe Creative Cloud console and the reinstalling Acrobat Pro. That did NOT resolve the issue. I WAS able to resolve the issue by uninstalling Acrobat Pro via the "Programs and Features" Control Panel item, then having Adobe Creative  Cloud reinstall Acrobat Pro. This resolved the problem.

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New Here ,
Dec 15, 2019

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Hi Anand Sri,

 

Just FYI, exact same problem on Windows 7 Pro (6.1.7601.17514), happened with all PDF files, regardless of virus scanner.
Started after updating to Reader 20058 (this was after installing Microsoft's December updates KB4530734, KB4531786).
Resolved itself by uninstalling and reinstalling 20058 (thanks to JSmithAP for suggesting this!).

 

Application log shows these entries (the texts are from Google Translate):

 

Event ID: 1000
Event category: (100)

Faulting Application Name: AcroRd32.exe, version: 19.21.20058.31925, timestamp: 0x5de57e8f
Faulting module name: ucrtbase.DLL, version: 10.0.14393.2990, timestamp: 0x5caeb859
Exception code: 0x40000015
Error offset: 0x000884da
Faulting process ID: 0x178
Faulting application startup time: 0x01d5b331e4b81340
Path to Faulting Application: C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AcroRd32.exe
Path to the faulting module: C:\Windows\system32\ucrtbase.DLL
___________________________

Event ID: 1001
Event category: None

 

Bad block, type 0
Event name: APPCRASH
Response: Not available
CAB file ID: 0

 

Problem signature:
P1: AcroRd32.exe
P2: 19.21.20058.31925
P3: 5de57e8f
P4: ucrtbase.DLL
P5: 10.0.14393.2990
P6: 5caeb859
P7: 40000015
P8: 000884da
P9:
P10:

 

[With WER-file]

 

Good luck finding the problem!
Dennis

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Adobe Employee ,
Dec 13, 2019

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Hi JSmithAP,

 

Sorry for the inconvenience caused. Please let me know the below:

  1. Does it happen on the same machine that issue is not reproducible with 19.021.20056 but reproducible with 20058?
  2. Antivirus / Encryption software installed on the machine?
  3. Does it happen with all the files for some user or files opened from any specific location?
  4. Please share process monitor logs. Use the process monitor tool as shared by AnandSri.

 

Thanks,

Shakti K

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New Here ,
Dec 13, 2019

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Hi,

 

1. Yes, it works on the same machine with 19.021.20056 but if you then upgrade to 20058 on the same machine the error starts occuring. I've just discovered that it does seem to work after a complete uninstall and reinstall though, I thought I'd tried this but maybe only tried a repair.

2. Uninstalling anti virus from the machine made no difference, the issue still occured even with no anti virus running.

3. It occurred for files from network locations and local files.

 

I guess we'll need to do a complete uninstall and re-install for users who have issues if we want to keep the security on.

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Adobe Employee ,
Dec 13, 2019

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Thanks for the information JSmithAP.

Can you please share the process monitor logs when the issue occurs.

We'll investigate further and find the root cause of the issue.

 

Thanks,

Shakti K

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New Here ,
Dec 13, 2019

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Thanks, I've sent a link to the process logs via private message.

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Adobe Employee ,
Dec 13, 2019

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Hi JSmithAP,

Thanks for the logs. We're trying to reproduce the issue inhouse and need further help.

Can you please provide us any any special settings/ environment configurations/ workflow that might be helpful to reproduce the issue at our end.

Can we also have a remote session to debug the issue.

 

Thanks,
Shagufta

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Adobe Employee ,
Dec 14, 2019

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Hi JSmithAP,

 

Please check your inbox.

I have sent a private message on Friday.

 

Thanks,

Shakti K

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Adobe Employee ,
Dec 19, 2019

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Hi JSmithAP,

 

Thanks for your time and patience thus far and for your cooperation.

 

The latest patch of Acrobat/Reader DC version 19.021.20061 Optional update, December 19, 2019 containing the fix is live now.

Please install the latest patch from the help menu of Acrobat/Reader > select check for updates. 

Reboot the machine after installing the latest patch.

 

For detailed information about the latest patch, please refer to the Release Notes.

Please let us know if you experience any issues.

 

Also, please confirm that the issue is getting resolved or not after installing the latest patch. 

 

Regards,

Anand Sri.

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JSmithAP LATEST
New Here ,
Dec 23, 2019

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Hi,

 

Yes the issue no longer occurs after the latest patch is installed. 

 

Many thanks.

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