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Error when opening PDFs in IE after installing Acrobat DC Pro

New Here ,
Nov 16, 2017

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All users in our organisation have Adobe Reader DC installed by default. A number of users are additionally being given Adobe Acrobat Pro DC.

After we deploy Pro DC to the users' machines, when they try and open PDFs in the browser (IE) they receive a message as per the below - "There is a problem with Adobe Acrobat/Reader. If it is running, please exit and try again. (9:9)

adobe.png

For some users if we repair Reader through programs and features after both have been installed it seems to fix it. I am assuming this is just some registry keys or similar that need to be changed to resolve it, is there any way to know which so we can include this as part of the deployment?

We used to be able to run both simultaneously with no issues.

Appreciate any suggestions.

Hi Avery,

You can use the following command to trigger repair:-

> msiexec /fa {GUID}

For silent install:-

>msiexec /fa {GUID} /qn

Example - msiexec /fa {AC76BA86-7AD7-1033-7B44-AC0F074E4100} /qn

You can get the GUID for the product from the following registry location:-

[HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Adobe\Acrobat Reader\DC\Installer]

"ENU_GUID"="{AC76BA86-7AD7-1033-7B44-AC0F074E4100}"

Please make sure its ran in the test environment before moving it to the PROD.

Regards

Soumik

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Error when opening PDFs in IE after installing Acrobat DC Pro

New Here ,
Nov 16, 2017

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All users in our organisation have Adobe Reader DC installed by default. A number of users are additionally being given Adobe Acrobat Pro DC.

After we deploy Pro DC to the users' machines, when they try and open PDFs in the browser (IE) they receive a message as per the below - "There is a problem with Adobe Acrobat/Reader. If it is running, please exit and try again. (9:9)

adobe.png

For some users if we repair Reader through programs and features after both have been installed it seems to fix it. I am assuming this is just some registry keys or similar that need to be changed to resolve it, is there any way to know which so we can include this as part of the deployment?

We used to be able to run both simultaneously with no issues.

Appreciate any suggestions.

Hi Avery,

You can use the following command to trigger repair:-

> msiexec /fa {GUID}

For silent install:-

>msiexec /fa {GUID} /qn

Example - msiexec /fa {AC76BA86-7AD7-1033-7B44-AC0F074E4100} /qn

You can get the GUID for the product from the following registry location:-

[HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Adobe\Acrobat Reader\DC\Installer]

"ENU_GUID"="{AC76BA86-7AD7-1033-7B44-AC0F074E4100}"

Please make sure its ran in the test environment before moving it to the PROD.

Regards

Soumik

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Acrobat

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380

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Adobe Employee ,
Nov 20, 2017

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Hi averydc

We have seen this issue coming when there is compatibility issue between the IE plugin and product. Since both Reader and Acrobat DC Pro carry its own set of plugin DLLs, installing both the products may throw up this error.

To fix this first confirm which one is your default app for viewing PDF. Then 'repair' that particular product from 'programs and features' and then try to open any PDF in IE.

Also verify whether both the products have the same version?

Regards

Soumik

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New Here ,
Nov 27, 2017

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Thanks for that Soumik.

Is there a way we can automate the repair, or can you tell me which registry keys the repair changes so we can script this as part of the deployment of Acrobat Pro?

Having to repair Acrobat Reader manually for every used is not feasible for the size of our organisation.

Regards

Avery

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Adobe Employee ,
Nov 29, 2017

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Hi Avery,

You can use the following command to trigger repair:-

> msiexec /fa {GUID}

For silent install:-

>msiexec /fa {GUID} /qn

Example - msiexec /fa {AC76BA86-7AD7-1033-7B44-AC0F074E4100} /qn

You can get the GUID for the product from the following registry location:-

[HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Adobe\Acrobat Reader\DC\Installer]

"ENU_GUID"="{AC76BA86-7AD7-1033-7B44-AC0F074E4100}"

Please make sure its ran in the test environment before moving it to the PROD.

Regards

Soumik

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