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No pdf preview in Windows 10 (1903) Explorer using Acrobat Reader DC 19.21.20056

New Here ,
Nov 20, 2019

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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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No pdf preview in Windows 10 (1903) Explorer using Acrobat Reader DC 19.21.20056

New Here ,
Nov 20, 2019

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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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View PDF, Windows

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Nov 20, 2019 0
Adobe Employee ,
Nov 20, 2019

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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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Nov 20, 2019 0
New Here ,
Nov 22, 2019

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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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Nov 22, 2019 0
New Here ,
Dec 03, 2019

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Process monitor log file:

https://easyupload.io/0x4xcs

 

 

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Dec 03, 2019 0
Adobe Employee ,
Dec 05, 2019

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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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Dec 05, 2019 0
Adobe Employee ,
Dec 09, 2019

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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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Dec 09, 2019 0
New Here ,
Dec 10, 2019

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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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Dec 10, 2019 0
Adobe Employee ,
Dec 16, 2019

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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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Dec 16, 2019 0
New Here ,
Aug 10, 2020

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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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Aug 10, 2020 0
Amal. LATEST
Adobe Employee ,
Aug 28, 2020

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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

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Aug 28, 2020 0