Adobe Acrobat Reader crashes with DLP Endpoint 11.6.100 and later

Technical Articles ID: KB94873
Last Modified: 2021-11-09 19:34:36 Etc/GMT

Environment

Data Loss Prevention (DLP) Endpoint 11.6.100 and later

Adobe Acrobat Reader

Problem

Adobe Acrobat Reader crashes on systems with DLP Endpoint 11.6.100 and later installed. You see this issue when DLP Print protection mode is enabled.

Adobe Acrobat Reader service can't be started. The event viewer records the error:

0xC0000005 - access violation

The following error is recorded in the Windows event log:

Faulting application name: AcroRd32.exe. version: 21.1.20155.39962. time stamp: 0x60881e50 Faulting module name: mcafee_dlp_plugin.api. version: 11.6.100.41. time stamp: 0x605b10d2 Exception code: 0xc0000005 Fault offset: 0x0000caca Faulting process ID: 0x58ac Faulting application start time: 0xAcroRd32.exe0 Faulting application path: AcroRd32.exe1 Faulting module path: AcroRd32.exe2 Report ID: AcroRd32.exe3 Faulting package full name: AcroRd32.exe4 Faulting package-relative application ID: AcroRd32.exe5

Solution

Technical Support is investigating this issue. As a temporary measure, implement the following workaround.

Workaround 1

Disable the Protected mode in Adobe Acrobat Reader.

Follow the instructions on the Adobe Acrobat Reader website under the "Locking Protected Mode" section, and disable the feature.

Workaround 2

Reinstall Adobe Acrobat Reader and disable the Adobe DLP Print handler. Use the Windows client configuration program to change the operational mode and selected modules.

NOTE: By disabling this feature, DLP print protection rules don't work on Adobe Readers.

Affected Products

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Knowledge Center

Adobe Acrobat Reader crashes with DLP Endpoint 11.6.100 and later

Environment

Problem

Solution

Workaround 1

Workaround 2

Affected Products

Languages:

Title

Title

Knowledge Center

Adobe Acrobat Reader crashes with DLP Endpoint 11.6.100 and later

Environment

Problem

Solution

Workaround 1

Workaround 2

Affected Products

Languages:

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