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Hello Adobe Support,
I am part of the technical staff for a software vendor that uses Adobe to display images in a web-browser. We cater to many different environments and have run into this issue several times, i'm hoping that providing this information someone is able to provide some insight on why we are seeing this issue and how it can be resolved. I did a light search of the forums and did not find a related topic
The issue:
Internet Explorer will randomly & intermittently crash occasionally when trying to display a PDF in a web browser.
Details:
We have hundreds of clients and only 4 have seen the issue (meaning 4 different environments) - and in these 4 different environments, the issue continues to be inconsistent. It could happen on one workstation, but not on the next workstation that was made from the same base image, they could have the same software suite & hardware.
The crash has been seen in:
we have also discerned that:
Every instance of the crash provides an error message similar to this:
And event viewer provides an entry for each crash, shown below. Here are three examples. note that different DLLs are listed, two of which reference an adobe.dll of some kind.
1st image - "Acrobat.dll_unloaded" listed as fault module
2nd image - "acrobat.dll" listed as fault module
3rd image - "MSVCR90.dll" listed as fault module
Troubleshooting done:
Current work-around (step by step)
Current working hypothesis of workaround:
In most cases, steps 1 & 2 above will resolve the issue it seems. However, the issue crops back up eventually. My current hypothesis is that setting the file-type extensions resolves the crashing issue, but when adobe checks for updates the file type association is "reset" and then the crashing reoccurs & continues to happen. disabling updates will prevent that from happening, seemingly correcting the problem.
It should be noted that the above work around has not worked for every instance of the problem, but has worked for a majority.
Any insight or information that can be provided based off the information above would be greatly appreciated.
Thank you very much!
Hi All,
we were having the same issue at my company. At that time we were using Adobe Acrobat DC - classic track - 15.006.30306. After lots of troubleshooting and log analyzes I have opened a ticket at Adobe where I have been told that this is a known issue at Adobe and is already solved in the newest patch.
Long story short with the previous version (15.006.30392) the issue has been reduced with 90%.
Now we are about to roll out the most recent version (15.006.30394) where the issue should not occ
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Commenting to bump for visibility.
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AndrewDF​, did you ever come up with a permanent solution to this? I am having similar issues in my organization with Windows 10 and Adobe Acrobat DC.
Regards,
Nathan
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This is a User 2 User forum and posters might have an answer but you might get more help if you posted a Feature Request/Bug Report with Adobe. The page's web address may say it all!
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I know it's a user-to-user forum, but I've haven't had much luck down that avenue, either.
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AndrewDF,
Don't know if you'll see this, as this is a year and a half old, but did you ever figure out what was causing this? I made a post last week where I'm seeing the same thing running through my org after a Win10 deployment with any Adobe products 11 and higher.
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Hi All,
we were having the same issue at my company. At that time we were using Adobe Acrobat DC - classic track - 15.006.30306. After lots of troubleshooting and log analyzes I have opened a ticket at Adobe where I have been told that this is a known issue at Adobe and is already solved in the newest patch.
Long story short with the previous version (15.006.30392) the issue has been reduced with 90%.
Now we are about to roll out the most recent version (15.006.30394) where the issue should not occur at all according to Adobe support.
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We are having same issue at our organization. We have tried the above steps as well with no luck. Here is what has worked though, so far.
Went into preferences and unchecked the 3 highlighted options and changed the connection speed to LAN. Not sure why, but to be honest, just relieved something finally worked. Let me know if you have success as well.
Thanks,
Dwight
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Recently started happening to me
Disabling the IE adobe plugin worked for me (Manage Add-ons -> Run without permissions -> Adobe PDF Reader -> Disable