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Hello,
we use Acrobat Reader DC 2019.021.20056 in our company. We have a problem with the PDF Preview on some machines, but none of the following suggestions work:
- Repair Installation
- Disable Enhanced Security
- Acrobat Cleaner Tool, reboot and new install the newest Adobe Reader DC
If you click a PDF with preview enabled, no preview is displayed. The Sysinternals Process Explorer shows the following:
- prevhost.exe starts two AcroRD32.exe processes.
- after two seconds both processes AcroRD32.exe will be terminated (without error message window).
On a working machine both processes are preserved and the preview works.
Command line of prevhost.exe:
C:\Windows\SysWOW64\prevhost.exe {DC6EFB56-9CFA-464D-8880-44885D7DC193} -Embedding
Command lines of both AcroRD32.exe processes:
"C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AcroRd32.exe" /b /id 2240_572233205 /if pdfshell_preve4561b55-930e-4ffc-8e11-ed8a0da2e65e
"C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AcroRd32.exe" --type=renderer /prefetch:1 /b /id 2240_572233205 /if pdfshell_preve4561b55-930e-4ffc-8e11-ed8a0da2e65e
Questions:
Why do the processes stop after 2 seconds? Is there a logfile for the AcroRD32 processes? There is nothing to see in the Windows Event Viewer.
Thanks.
[Title Edited By Moderator]
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Hi there
We are sorry for the trouble. Are you trying to view the preview in windows explorer or in email? Please share the screenshot of the same for a better understanding.
Please try to create a test user profile with full admin rights and try to install the application there and see if its working fine.
If it still doesn't work , please run the process monitor tool (https://docs.microsoft.com/en-us/sysinternals/downloads/procmon) reproduce the issue to collect the logs and share the logs with us for further investigation.
Let us know how it goes
Regards
Amal
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Hello,
thank you for your reply.
It works for a user with full admin rights. But not for a normal user. Where can I upload the procmon log file?
Regards
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Hi there
Thanks for sharing the log files. We have shared them with the engineering team, will share the update soon.
Regards
Amal
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Hi there
The shared log file is not accessible by our engineering team. Can you please check? Also, in addition to procmon logs, please also share broker logs from the machine as required for further investigation.
Thanks
Amal
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Thanks for your answer. I can download the file "Preview_Analysis.7z" via the given link. Please click on "Free Download" to start the download.
What do you mean by "broker logs"?
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Hi there
We are sorry for the delay in response.
Please use the steps provided on the help article here(https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html) to collect the logs.
Regards
Amal
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any updates yet?
Also we encoutered the issue:
Admin: works
Non-admin: does not work
preview in Windows Explorer (email works fine)
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Hi there
We are sorry for the delay in response.
Are you saying that its working fine in admin profile and not in non admin profile? If yes, there seems to be some permission issues with the non admin profile and you may need to repair the profile.
Let us know if you are referring to something else.
Regards
Amal