Document Imaging: Resolving Perceptive Content Client Crashes

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Environment

Document Imaging / Perceptive Content Desktop Client

Issue

Perceptive Content Client will crash or close when attempting to open a document to view or update. This typically happens when attempting to view PDF type documents on a device that has Adobe Acrobat installed. The issue most frequently occurs if a customer attempts to open a PDF document after previously opening and closing PDF documents during the same user session in Perceptive Content. 

Resolution

Note: The resolution steps in this article are intended for Perceptive Content Desktop Client users who are not using Perceptive Content on a MiWorkspace computer. MiWorkspace has implemented a separate workaround for this particular PDF issue. Issues opening PDF documents in Perceptive Content on MiWorkspace devices should be escalated to MiWorkspace Neighborhood IT or the ITS Document Imaging Team.

Perceptive Client Desktop Client crashes when opening PDF files may be caused when libraries used by Adobe Acrobat are unloaded from memory by Windows prior to the user trying to open an additional PDF document. There can be instances where the PDF file itself is corrupted but that usually results in a PDF popup error about the file being corrupt rather than a crash of the Perceptive Client Desktop Client.

The following instructions may prevent the crash by setting new preferences for Adobe Acrobat for the system and the Windows user profile. Please make the changes described below in accordance to your organizations change control process.

Note: There are two sets of preferences that must be applied to the computer to resolve the issue. One set affects system-wide settings for Adobe Acrobat and it must be applied by an administrator of the computer. The second set applies settings for Adobe Acrobat for a specific user. The second set of preferences must be applied by the Perceptive Desktop Client user.

Per-Machine Settings

The per-machine settings steps must be completed by user logged on to the computer with administrator account.

  1. Make a backup copy of that system's registry settings
  2. Use Notepad to create an empty text file named "AcrobatUser.reg". The file must have the .reg file extension
  3. Populate the .reg file with the following by pasting in the following text:

    Windows Registry Editor Version 5.00

    [HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Adobe\Adobe Acrobat\DC\FeatureLockDown]

    "bDisallowDLLUnload"=dword:00000001

    [HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Adobe\Adobe Acrobat\2015\FeatureLockDown]

    "bDisallowDLLUnload"=dword:00000001

    [HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Adobe\Adobe Acrobat\2017\FeatureLockDown]

    "bDisallowDLLUnload"=dword:00000001

    [HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Adobe\Adobe Acrobat\2020\FeatureLockDown]

    "bDisallowDLLUnload"=dword:00000001

    [HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Adobe\Acrobat Reader\DC\FeatureLockDown]

    "bDisallowDLLUnload"=dword:00000001

    [HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Adobe\Acrobat Reader\2015\FeatureLockDown]

    "bDisallowDLLUnload"=dword:00000001

    [HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Adobe\Acrobat Reader\2017\FeatureLockDown]

    "bDisallowDLLUnload"=dword:00000001

    [HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Adobe\Acrobat Reader\2020\FeatureLockDown]

    "bDisallowDLLUnload"=dword:00000001

  4. Save the changes to the registry file (note, the full syntax of above including Windows Registry Editor Version 5.00 is required)

  5. Import the .reg file to update the system's registry to the new settings.

Per-User Settings

The per-user settings steps must be completed by user logged on to the computer with the user account of the Perceptive Content user.

  1. Make a backup copy of the user's HKCU registry settings.

  2. Use Notepad to create an empty text file named "AcrobatUser.reg". The file must have the .reg file extension

  3. Populate the .reg file with the following by pasting in the following text:

Windows Registry Editor Version 5.00

[HKEY_CURRENT_USER\Software\Adobe\Adobe Acrobat\DC\AVGeneral]

"iDelayBeforeQuitBrowser"=dword:0001FA40

[HKEY_CURRENT_USER\Software\Adobe\Adobe Acrobat\2015\AVGeneral]

"iDelayBeforeQuitBrowser"=dword:0001FA40

[HKEY_CURRENT_USER\Software\Adobe\Adobe Acrobat\2017\AVGeneral]

"iDelayBeforeQuitBrowser"=dword:0001FA40

[HKEY_CURRENT_USER\Software\Adobe\Adobe Acrobat\2020\AVGeneral]

"iDelayBeforeQuitBrowser"=dword:0001FA40

[HKEY_CURRENT_USER\Software\Adobe\Acrobat Reader\DC\AVGeneral]

"iDelayBeforeQuitBrowser"=dword:0001FA40

[HKEY_CURRENT_USER\Software\Adobe\Acrobat Reader\2015\AVGeneral]

"iDelayBeforeQuitBrowser"=dword:0001FA40

[HKEY_CURRENT_USER\Software\Adobe\Acrobat Reader\2017\AVGeneral]

"iDelayBeforeQuitBrowser"=dword:0001FA40

[HKEY_CURRENT_USER\Software\Adobe\Acrobat Reader\2020\AVGeneral]

"iDelayBeforeQuitBrowser"=dword:0001FA40

  1. Save the changes to the registry file (note, the full syntax of above including Windows Registry Editor Version 5.00 is required)
  2. Import the .reg file to update the user's registry to the new settings.

Following import of both the system settings and user settings, follow the steps below:

  1. Reboot the computer.
  2. Login to Windows as the user account who will use Perceptive Content.
  3. Launch the Perceptive Content Desktop Client and test viewing PDF documents.

Additional Information

The purpose of the registry change is to increase the dll load time in the system's memory to 36 hours. This timer resets after each pdf opening or on reboot. The extended time for the dll to stay in memory is to prevent the loading and unloading of the dll's into system memory and causing a crash when they conflict.

Details

Article ID: 3888
Created
Fri 10/16/20 8:34 AM
Modified
Thu 6/17/21 8:21 AM