My acrobat plugin is not loaded for some users.

[jeongmok78181787]

Hi

I have a weird issue with my acrobat plugin.

Acrobat/my plugin is in a server.

My plugin is loaded for some users ("Currently in Certified Mode" shows as  No in Preference)

but not for some users.  ("Currently in Certified Mode" shows as  No)

Changing the option “Use only certified plugin-ins” doesn't work for those users.

Acrobat License can limit loading thirty party plugin?

Any idea on this issue?

Thanks in advance.

Jason

[Thom Parker]

Is this Acrobat Pro? and what do you mean it's on a server?

[jeongmok78181787]

Yes It's Acrobat Pro DC (2015). I mean Acrobat/Plugin are installed to windows server and run via Citrix.

[Thom Parker]

Acrobat plug-ins have unique problems with virtual setups like Ctrix.  It could be any number of issues from timing to security, and have more to do with the interal structure of the plug-in than anyting else. There are several points in the initial handshake with Acrobat where the plug-in can be blocked. 

Is it always the same computers that don't load the plug-in? Can you tell if Acrobat attempts to load the plug-in and fails?   

[jeongmok78181787]

Thanks for the reply.

Usually, my plugin works fine under Citrix.

I've never heard about this kind of issue before.

Only one client reported this issue recently.

They said they have two servers with acrobat / my plugin.

But the issue is happening at only one server (for some users). It works fine at another server.

When the plugin is not loaded,

acrobat.exe process doesn't load the plugin dll (that is, xxxx.api) in memory.

I confirmed this from Process Explorer.

So I assume handshaking code (PIHandshake()/PluginInit()) in the plugin is not called.

Thanks