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Bug: Reader DC v20.012.20041 crashing on open for Windows 8.1 and Windows Server 2012 R2

Serveral users in different environments having issues with the August 2020 update. Reader DC no longer works to open PDFs. Uninstall and Reinstall, and repair have not fixed the issue. Issue exists on Windows 8.1 systems and Windows Server 2012 R2. Issue occurs when attempting to open PDFs. On some uninstall and reinstall, tests of opening PDFs are successful, and then start failing again.

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Jessica Morris shared this idea  ·   ·  Report…  ·  Admin →
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Under review  ·  AdminAyush Jain (Lead Software Engineer, Adobe) responded  · 

Hello,

Realy sorry to hear about the issue that you are facing with the Latest Reader when trying to open the PDFs.

We would like you to kindly share the requested Procmon logs(as shared in the previous replies) with us so that the engineering Team can start actively working on the issue that you are facing.

Also we would want to do a Web-Conference session as soon as possible where we would also debug the issue virtually on your machine for fixing.

Please let me know your availability so that a meeting could be scheduled for the same.
You can drop an an email directly at ajain@adobe.com for any other assistance that you may need in this ?

Thanks
Ayush Jain

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  • Anonymous commented  ·   ·  Report

    Saya berharap di maklumi klu ada yg salah,sebabsaya tidak terlalu mengerti dengan bahasa inggr

  • Adminisverma (Admin, Adobe) commented  ·   ·  Report

    Hi Jessica Morris,

    Can you please share the pdf files as well as ProcMon logs so that we can debug the issue on our end and provide resolution at the earliest.

    Following are the steps to generate the procmon logs:

    1. Download Procmon from https://docs.microsoft.com/en-us/sysinternals/downloads/procmon
    2. Launch procmon.exe.
    3. Set the filter to AcroRd32.exe
    Go to Filter -> Filter,
    Select Process Name -> is -> AcroRd32.exe and click Add.
    4. Now try to open the pdf.
    5. Go to procmon and click File -> save and share the saved pml file.

    Regards,
    Ishita Verma