Adobe Acrobat Reader 21.001.20135 preventing users to connect to Global Protect

Community Beginner ,
Feb 10, 2021 Feb 10, 2021

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We observed Adobe Acrobat Reader 21.001.20135 version is perventing users from connecting to global protect. If the users login in Global protect and the screen freezes and there is a background error message which says 'The Acrobat PDF browser plug -in is missing Please reinstall Adobe Acrobat or Adobe Acrobat Reader to fix this problem. Please reinstall Adobe Acrobat or Adobe Acrobat Reader to fix this problem" After uninstalling the Reader users are able to login to Global Protect. We see IE Addons of Adobe Enabled still we see the issue. Tried disabling the add on but no luck? Any one facing similar issue? Any thoughts on how to fix this issue?

 

 

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Crash or freeze, General troubleshooting

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correct answers 1 Correct Answer

Adobe Employee , Feb 15, 2021 Feb 15, 2021
Hi All,   We have released update today which addresses this issue. Release notes of the update: https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/continuous/dccontinuousfeb2021qfe.html#dccontinuousfebtwentytwentyoneqfe Let us know if this fixes this issue for you all.   Thanks, Karan

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Adobe Employee ,
Feb 11, 2021 Feb 11, 2021

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Hello Sai,

 

Thank you for reaching out and sorry for the trouble.

 

The team is looking into this issue.

As you receive the error, please share the screenshot of the following setting: Edit > Preferences > Internet.

Share the OS version on the machine.

 

Also, try once to remove the application and reboot the machine. You may use the cleaner tool for windows (https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html#windows) to remove the application. 

Then reinstall the application from this link: https://get.adobe.com/reader/enterprise/ 

 

Let us know how it goes.

 

Thanks,

Meenakshi

 

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Community Beginner ,
Feb 11, 2021 Feb 11, 2021

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Hi Meenakshi,

 

Thank you for reverting.

 

We've attached the Internet option in the current version of Adobe.

 

Further the OS version is Windows 10 1909.

 

We were deploying Adobe from SCCM and we've disabled product updates with the Adobe customization Wizard DC. We've updated to 2020.013.20074 but we have few users who are aleady compliant to this version and the software didn't install due to Detection method has met the requirement. For these users we suspect it got auto updated from internet once the new version is released on February 9th. We will reinstall this version again on one of the machines which has this issue. Please let me know if you need any further information.

 

Thank you

Sai

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Community Beginner ,
Feb 11, 2021 Feb 11, 2021

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Internetoption.JPG

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Community Beginner ,
Feb 11, 2021 Feb 11, 2021

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We are experiencing the exact same problem, note that this Adobe update addresses a critical zero-day vulnerability, so rolling back is not a good option. I confirmed it happens on both an old version of GP 5.0.2 and our current version of 5.2.3-22. Although the behavior is not consisent, sometimes it does go through eventually after hanging at a blank window for a moment.We are still testing, but any more input from adobe on this would be helpful....

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Community Beginner ,
Feb 11, 2021 Feb 11, 2021

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Same exact problem in our environment. The dialog stating that the browser plug-in has to be reinstalled is inhibiting our Global Protect users from logging in to Global Protect. Uninstalling and reinstalling is not an appropriate fix for this issue.

 Our users are mostly remote and do not have the ability to add or remove software. And there are hundreds of them. 

This is obviously a fairly widespread issue. Please release a fix or fixed version ASAP.

 

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New Here ,
Feb 11, 2021 Feb 11, 2021

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A temporary workaround is to cancel the error message and then the GP login box works. You only have a few seconds to cancel the error, before it disappears.

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Community Beginner ,
Feb 11, 2021 Feb 11, 2021

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I'd prefer not to have to walk 300 users through figuring out how to cancel a hidden dialog. 
This is the dialog that is presented:

defaultgvyr4vhafhlf_0-1613055031366.png

 

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New Here ,
Feb 11, 2021 Feb 11, 2021

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Definitely not ideal, but our Art Operations Team (200+ users) are using it temporarily to at least get logged in.

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Community Beginner ,
Feb 11, 2021 Feb 11, 2021

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I agree that it's a workaround. We have limited staff available to walk users through it is really the primary issue.

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Community Beginner ,
Feb 11, 2021 Feb 11, 2021

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This is Adobe's response to this issue:

Seems they don't want to fix because it's a "3rd party issue". 

defaultgvyr4vhafhlf_0-1613055562255.png

They need to know how GlobalProtect is interacting with their plugin? It's not. 

It's simply displaying an html dialog for authentication. Whatever mechanism they're using to call IE no longer sees the plugin after the update to 21.001.20135. This issue wasn't present prior to 21.001.20135 ... so it's quite clearly an issue with this version of Reader.

 

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Adobe Employee ,
Feb 13, 2021 Feb 13, 2021

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Hi,

 

We understand this has caused a lot of inconvenience. We are actively working to fix this issue on highest priority. Please let us (engineering team) know if you can join us for a meeting to resolve this at a faster pace. You can write to me directly at asrivastATadobeDOTcom.

 

Thanks for your patience,

-Amboo

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Community Beginner ,
Feb 13, 2021 Feb 13, 2021

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Installing Microsoft Visual C++ 2015-2019 Redistributable (x64). fixed our
issue.



--
Eric Harris
theericharris@gmail.com

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New Here ,
Feb 14, 2021 Feb 14, 2021

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Thank you very much!

This is an amazing direction and resolved on a few workstations.
Now need to think about the best way to distribute the installation to thousands of PCs

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New Here ,
Feb 11, 2021 Feb 11, 2021

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We're another organization being bitten by this.  I'm unfamiliar with Global Protect, but we are seeing that the plug in is not installed.

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New Here ,
Feb 11, 2021 Feb 11, 2021

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Same for our organization.  I have a ticket opened with Palo Alto, but not sure what help they will be to us. 

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Community Beginner ,
Feb 11, 2021 Feb 11, 2021

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Thank you - this was going to be our next action - please update us if you get any kind of info!

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New Here ,
Feb 11, 2021 Feb 11, 2021

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Per Palo Alto, this is an Adobe issue.  They are seeing issues across different types of login (LDAP, SAML).  They are suggesting to downgrade the version of Adobe Acrobat until they can patch it. 

 

"Thanks for the update. Yes I can lower and keep monitoring.
From what we've seen the Adobe update is breaking the SAML page somehow. I don't see any patches worked on from a GP standpoint.
Apparently, other vendors are affected as well so this is something Adobe will have to patch soon.

If I receive any notice about a possible GP hotfix or an adobe patch, I'll notify you asap.
"

 

 

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Community Beginner ,
Feb 11, 2021 Feb 11, 2021

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Thank you for the update- we are left wondering in our org why Globalprotect has any interaction with Adobe at all when doing a SAML auth. For now we disabled auto update via SCCM and are rolling people back on adobe, although this is only temporary due to the security holes

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Community Beginner ,
Feb 11, 2021 Feb 11, 2021

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We wonder the same. Doesn't make a whole lot of sense.

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New Here ,
Feb 12, 2021 Feb 12, 2021

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Technically it doesn't, it seems Adobe PDF IE extension isn't properly loading when opening from embedded browser via a WinForm or WPF desktop Application such as Global Protect but instead of failing silently it throws that error message and doesn't allow you to continue until the message box is closed. It's pretty common for desktop applications to use WebComponents / IE Frames for SSO purposes

 

Global Protect 5.2 does have a new feature if you are able to use it https://docs.paloaltonetworks.com/globalprotect/5-2/globalprotect-app-new-features/new-features-rele...

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New Here ,
Feb 11, 2021 Feb 11, 2021

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Having same issues here. Uninstalling Adobe Reader and restarting fixes all issues with Global Protect.

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Community Beginner ,
Feb 11, 2021 Feb 11, 2021

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For those till dealing with this issue, we've found a workaround that's fairly simple for users to perform themselves and allows users to authenticate without the hidden dialog popping up. Disable the Adobe PDF Reader add-on in IE. It may be here:

defaultgvyr4vhafhlf_1-1613070507991.png

or here:

defaultgvyr4vhafhlf_2-1613070562043.png

Good luck!

 

 

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New Here ,
Feb 11, 2021 Feb 11, 2021

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I verified this works too! Thank you! 

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New Here ,
Feb 11, 2021 Feb 11, 2021

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Good find. That worked for me and I'll push this simple fix out to the rest of the users at my company. Thanks defaultgvyr4vhafhlf.

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