Faulting module AcroPDFImpl.dll IE crashing

[bosniak]

Hello,

We have reports of two users getting IE messages that it stopped working and looking at the event in event viewer the faulting module is adobe acrobat reader.

the faulting module is AcroPDFImpl.dll and faulting application is iexplorer.exe

We tried repairing and reinstalling adobe acrobat dc

Thank you

[Adorobat]

Hi bosniak,

As per the issue description mentioned above, users are getting internet explorer has stopped working message, is that correct?

Could you please follow below mentioned troubleshooting steps?

1- Check for updates- launch Acrobat>click Help>select Check for Updates.

2- If that doesn't work, reset Internet Explorer settings. You my refer to the steps given in the following link for the same:  https://support.microsoft.com/en-in/help/17441/windows-internet-explorer-change-reset-settings

3- If the issue is still not resolved, download and run Cleaner tool which you can download from here: Download Adobe Reader and Acrobat Cleaner Tool - Adobe Labs, reboot the machine, install Acrobat DC from here: Download and install Acrobat DC subscription

Also, share the version of Acrobat installed on the machine: Identify the product and its version for Acrobat and Reader DC

Keep us posted with the results.

Shivam

[bosniak]

We are on version 15.006.30306

Resetting IE settings didn't work neither did the cleaner tool.

[nfater]

I have been having the same issue in my organization.  Currently on version 15.006.30306 and have been having the same issues since February.  Reinstalls don't solve it, Cleaner Tool use does not solve it, reloading the machine does not fix it.  Hoping someone else has had this issue and found a workaround.

[Adorobat]

Hi Nfater, Bosniak,

Sorry for the delay in response.

Could you please try disabling Protected Mode and see if that resolves the issue?

Launch Reader>click Edit>Preferences>under Security(Enhanced), uncheck the box next to Enable Protected Mode at startup and click OK

Please note:Disabling Protected mode is for troubleshooting purpose only. Please enable protected mode after troubleshooting.

Thanks,

Shivam

[nfater]

Hi Adorobat,

I do not see that option under Security(Enhanced) in our Acrobat settings.  We have full Acrobat, not Reader.

There is a "Protected view" that is set to "off."  There is also an Enable Enhanced Security that when changed has no change to the issue.

Thanks,

Nathan

[Adorobat]

Hi Nathan,

Try disabling protected mode in Internet Explorer and see if that helps. Please follow the steps given below to do so:

1- Launch Internet Explorer>click on the gear icon in the top-right corner of the screen and click Internet Options.

2- Under Security tab>uncheck the box Enable Protected Mode>click Apply>restart IE.

Thanks,

Shivam

[nfater]

Hi Adorobat,

We have done this and it hasn't had an affect on the issue.

Thanks,

Nathan

[Adorobat]

Hi Nathan,

Thanks for trying the steps. You may check with the new user account and see if that resolves the issue. To create a new user account, follow the steps given in this link:  https://support.microsoft.com/en-us/help/13951/windows-create-user-account

-Shivam

[nfater]

Hi Shivam,

This is not an option since all of our accounts are domain user accounts in a company and we are not allowed to create local accounts for users to use on machines.  This issue is sporadic and occurs on some domain accounts and not on some other domain accounts.

[Adorobat]

Hi Nathan,

Could you let us know where the pdf files are located- is it a network location? If yes, try adding the location to privilege location in Acrobat.

Follow the steps given in the following link under "Specify privileged locations for trusted content" to do so: Enhanced security setting for PDFs, Adobe Acrobat