SAP GUI 7.6 for Windows is crashing when attempting to view PDFs with acrobat DC installed

[Brandon5FB9]

So this issue is similar to the issue: https://community.adobe.com/t5/acrobat/sap-gui-for-windows-crashing-in-adobe-acrobat-dc-2015-15-006-...

Except this crashing happens on SAP GUI 7.5 and 7.6 with the latest patches.  After multiple hours of testing, we have determined that with acrobat DC pro installed the crashes start happening, even if Reader is set as the default application.  Once acrobat DC pro is uninstalled, and we re-install reader the crashing stops.

This error started up approximately 2 weeks ago.  Our IT dept did not make any updates to the user laptops, however, the Adobe auto-update does run.  They are set up with Reader as default with DC as a pdf editor.  This has worked great for months, and now we are at a loss as to what do.

We have tested with multiple windows patch levels, SAP GUI versions, and patches, and the results are pretty consistent.

Any help would be greatly appreciated, thanks, everyone.

Brandon

[dalea72953627]

Anand, I have sent the info back in the Private Message.

Thanks.

[Shunail]

I would like to reiterate some of these tech having the issue as we're having. Nov 5th and 6th went by troubleshooting and isolating issue with most users complaining their SAP crashing. Anyways, long story short, for most users (and it's painful to downgrade when it's about more than 400 users) to downgrade Adobe (besides uninstalling Adobe Reader with same version and Creative Cloud App)... it worked when we got them off to Adobe Adrobat DC 18.009.20044 (from version 20.013.20064) and for few users, it still crashed as I think the left overs from the new version still remain in the system to cause the crash. We installed Foxit Phantom PDF and their SAP worked fine. I know that we're all here paying Adobe their premium license and now we've another product for just incase bases since this major flaw is been around since first week of November and yet no concrete resolution from Adobe YET!! 

[ls_rbls]

It probably works with FoxIt PDF because is not integrated like Windows and Acrobat via Internet Explorer11.

I've made this comment before and no one has responded back if they've tested with this scenario yet.

In the Adobe Acrobat virtualization guide there is a way to customize this integration with other web browsers uing the Customization Wizard.

There are settings such as  like opening a PDF inside  a web browser window, for example, that impact how files are viewed and shared, accross multiple domains with restrictions in place.

It involves messing with some registry lockable preferences settings before deploying the installation to all users..

I am saying this because, while we all wait for an answer from Adobe,  another possible trial and error that  may work could be by editing the XML administrative templates manually.

You'll need the old installation fully deployed in order to be able to  compare  the XML admin template of version 18.009.20044  from version 20.013.20064. Then copy the entries of the old XML template of version  20.013.20064 (that was working before the update)  into the XML admin template of version 18.009.20044  and deploy via group policy.

Just food for though.

[ls_rbls]

+++CORRECTION

FROM:

You'll need the old installation fully deployed in order to be able to compare the XML admin template of version 18.009.20044 from version 20.013.20064. Then copy the entries of the old XML template of version 20.013.20064 (that was working before the update) into the XML admin template of version 18.009.20044 and deploy via group policy.

The sentence in green highlight should read :

Then copy the entries of the old XML template of version 18.009.20044 (that was working before the update) into the XML admin template of version 20.013.20064

[Srinivas5D31]

The problem is confirmed by several users. Another Thead Adobe reader not printing from embedded print preview SAP in the Adobe forum also addresses the problem. There is a hint to switch off the Protected Mode in Adobe Reader DC for testing purposes:

Please try to turn off the protected mode for testing (Windows only) and see if that helps. Go to Edit > Preferences > Enhanced Security > Uncheck ‘Enable Protected mode at start up’ , turn off the protected mode and uncheck Enhanced Security > Click OK and reboot the computer.
Note: Turning off the security may possess security risks, please turn on the security after testing.

The user in question confirms that printing will then work, albeit more slowly. However, switching off Protected Mode reduces security. The error is also addressed here. The Adobe Reader DC 2020.013.20048 works against it. This concerns SAPGUI 7.40 to 7.60.

Workaround via Group Policy

Addendum: Phillipp Scheerer told me on Twitter that the IT department had to switch off the ‘protected mode’ for compatibility reasons. For this purpose there is a group policy, which is stored in the following key:

HKLM\SW\Policies\Adobe\Acrobat Reader\DC\FeatureLockDown

Change the 32-bit DWORD registry entry bProtectedMode = 0 to 1 Then the PDF loads as expected.

[ls_rbls]

That is the point, why does it work with FoxIt PDF (or other web browser) without switching Protected View and/or Protected Mode off but not when you have Internet Explorer11 integrated with Acrobat or Reader?

The Internet Explorer integration with Acrobat is defective, in this case the Adobe Reader PDF add-on integration.

You don't need PDFs to open in Internet Explorer exclusively if you're getting these issues with Protected View, Protected Mode, App containers, etc.

I don't think Micrososft cloned their own version of a Chrome-based web browser and named it "The new Microsoft Edge Browser" for no reason.  

IE Explorer 11 has been phased out and rejected by many websites that  has moved to supporting only Chrome-based or Mozilla-based web engine browsers.

I don't work in the civilian sector, and if you're behind federated networks that share single sign-on (federated identity) across many other federated websites and thrid-party websites,  you'll clearly see how many times these websites will notify the users that the page(s) that you're trying to hit cannot be viewed in IE11 because is not supported anymore (this include URLs with links to download a specific PDF document or view in the web browser). And they even recommend to use Fierfox or Chrome to get access to those portals. 

You'll notice, however, that the Adobe PDF Internet add-on will still pop up, and MS Windows will ask the user if this program should have access or not.

From the configuration side point of view,  and the consistent backdoors and other troubleshoting problems,  (like this topic with SAP GUI), considering all other Internet Security Zones, and MS OS security zones that interact together, and also interact with Acrobat and Reader,   It is quite annoying. 

FoxIt PDF, and others, don't seem to have a problem because it doesn't have a PDF add-in that integrates (or better said, ties up or enslave) Acrobat to the operating system via a web browsing-only experience, plus they don't seem to  respect any of these Micrososft's built-in security features anyway.  

While it is convenient for enterprise environment with WANs and Intranets, A PDF editor or a PDF viewer should not have any type of access to a file system and synchronize that file system with  all of  your personal files out to the Internet without the user's consent to begin with. But that is just a personal opinion.

And from a security standpoint,  as long as computer users continue to prefer to do everything via web browsers (and not through the native PDF progran that was intended to be used as the PDF handler..)Protected View, versus Protected Mode, versus sandboxing, versus containerized apps, versus Enhanced Protected Mode, versus 64-bit process for Enhanced Protected Mode is all meaningless, and it shouldn't be interacting with Adobe Acrobat or Adobe Reader if using a web browser is such a "de facto" workflow.

So I would say to disable the add-on from toolbars and extension. https://www.lifewire.com/prevent-adobe-from-opening-pdfs-in-ie-153338

• https://helpx.adobe.com/acrobat/using/display-pdf-in-browser.html
• https://stackoverflow.com/questions/54758326/how-to-enable-disable-adobe-pdf-reader-active-x-interne...
• https://www.adobe.com/devnet-docs/acrobatetk/tools/AdminGuide/pdfviewer.html#locking-the-pdf-viewer
• https://www.adobe.com/devnet-docs/acrobatetk/tools/Wizard/security.html
• https://www.adobe.com/devnet-docs/acrobatetk/tools/AdminGuide/advancedconfig.html

Updates will overwrite any prior customized installs that you had, so based on the guidance posted in those links, automatic updates should be disabled and enforeced via Group Policy. Also, users must not have the ability to switch the default PDF handler in their system. You can disable that ability via regisrty and also to Enable / Disable PDF preview thumbnails in Windows Explorer. 

[Amal. · Accepted solution]

Hi All

The optional update (ver. 20.13.20066) addressing this issue is now available (Windows Only). Please try to update the application to the new version available from the help menu > check for updates or you can manually download the patch using the link: https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/index.html 

Regards

Amal

[moniskhan]

Hi Amal, 

I am using Adobe 2017 and due to the Update 17.011.30180 Planned update, Nov 03, 2020 , the same issue occuring to me also with SAP GUI 7.6.

For me it happence one time fine and next time it crashes.

Is there also a patch update available or planned for Adobe 2017, as Adobe DC optional update is not applicable for Adobe 2017.

Kind Regards, 

Monis

[moniskhan]

Hi Amal, 

Is there also a Hotfix for Adobe Acrobat 2017 planned?

I am not able to install the new patches as they are for Acrobat DC.

It will be very helpfull if you can give a response.

Thank you.

Regards

Monis

[Barbara5C1C]

Did you ever find out if a hotfix will be made available for reader 2017?

[moniskhan]

I am Sorry, but I did not understand the context of your answer. Do you mean that Adobe should not provide any Hotfix for Product version 2017?

By the way I have queried here for Acrobat 2017. If it was Reader 2017, I could have easily migrated to a latest one.

[ninad_apsingekar]

Thanks!