Adobe acrobat reader DC random freezes after opening document.

[Sebastiaan H.]

I installed version 2020.006.20042  on my RDS windows 2012 r2 farm. Users now have the issue that sometimes their document opens but is instantly frozen. (they cant scroll, close or do anything) Seen from task manager the program is not in an unresponsive state or using cpu. (It is just running normal from this perspective) You can kill the programm from taskmanager and most of the times the user can open a couple of PDF documents again.

I tried already to remove and reinstall the software but didn't help me much. I have read some other forums about some known issues and created (gpo) registry entries for protected mode / enhanced security, but also did not do the trick.  

Someone an idea what to try or to do? thanks in advance!

I created a Process dump of a reader which had the issue

AcroRd32.DMP  (318MB)

[Amal.]

Hi Sebastiaan_H_

We are sorry for the delay in response and the trouble caused.

We have shared the dump file with our engineering team to further investigate on this issue. We will share the update soon.

Regards

Amal

[Amal.]

Hi there 

We got the issue investigated by our engineering team.

It seems from the dump that hmpalert.dll(some third party) is causing the hang.

Please try to remove the software HitmanPro.Alert software and try again?

Let us know how it goes.

Regards

Amal

[Sebastiaan H.]

Hi Amal,

Thank you very much for investigating! The hitman pro is part of our anti-virus software (Sophos).

I will check this tomorrow and post my findings.

Thanks!

Kind regards,

Sebastiaan

[Amal.]

Hi there

Thank you for sharing the update.

Keep us posted with the results.

Regards

Amal

[Sebastiaan H.]

Hi,

Just an update from my side, we had to convince our HQ to disable our temper protection, so we could disable the HitmanPro.Alert service (which is part of our anti-virus software ( Sophos ) and the issue did not occur anymore. We are now trying to figure out how we can run the service, but untill so far, no luck. Excluding the adobe reader files and folders did not work. Last night we stopped the service and renamed the service hmpalert.dll (in c:\windows\system32 and c:\windows\syswow64) followed by a reboot. We have to give this some days again to see if the issue returns, as you know it does not happen all the time..

If we find a solution, I will post it here.

regards,

Sebastiaan.

[Amal.]

Hi Sebastiaan

Thanks for sharing the information.

Keep us updated and let us know if you need more help.

Regards

Amal