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Adobe Reader X + IRM Client 5.1 crashing on XenApp 6.5 Server

Posted on 2013-01-30
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Last Modified: 2013-02-24
Hi,
we just came across to an interesting issue in our XenApp 6.5 farm (after a migration from Presentation Server 4.5).

We use Adobe Reader + IRM Client to open some protected PDF documents from our partners / suppliers. It worked flawlessly in the previous setup (Citrix PS 4.5 on Windows 2003 Standard 32-bit, Adobe Reader 9.3.4, IRM Client 4.7).
However in the new setup (Citrix XenApp 6.5 on Windows 2008 R2 Data Centre Edition, Adobe Reader 10.1.3, IRM Client 5.1) we experience crashes of Adobe Reader when attempting to open a protected PDF document using the IRM client.

We started with IRM 5.0 but it was causing server freezes which could be resolved only by server restart (no RDP / ICA connection possible).
IRM 5.1 made a deference - servers are no longer freezing but instead of that "only" Adob e Reader is crashing when opening the PDF file. PDF never opens so we cannot print it etc.

I tried installing all the patches for Adobe Reader X available as of today (10.1.1, 10.1.2, 10.1.3, 10.1.4, 10.1.5) - installing them one by one and testing if it works after each change    -  but no luck. Adobe Reader is still crashing.
 I also tried downgrading Adobe Reader to 9.3.x (9.3.1, 9.3.2, 9.3.3, 9.3.4) and 9.5 version but it did not help. Adobe Reader is still crashing when attempting to open a protected
PDF using IRM client 5.1.

Side-notes
1. We have installed the latest Citrix HRP available (XA650W2K8R2X64R01).
http://support.citrix.com/article/CTX132122
2. We have reviewed Adobe Reader installation notes for Citrix. Disabling protected mode etc. Since version 10.1. it's supported for installation on Citrix (however not version mentioned)
...
http://helpx.adobe.com/acrobat/kb/protected-mode-troubleshooting-reader.html

Does anyone have a similar experience using Adobe Reader + IRM client on XenApp 6.5?

Any advice how to make Adobe Reader + IRM client working on Windows 2008 R2 with
RDS / XenApp 6.5 Platinum Edition is appreciated.

Error from Application log on a XenApp server.
-----------------
Faulting application name: AcroRd32.exe, version: 10.1.5.33, time stamp: 0x50d06830
Faulting module name: PageV32.api, version: 5.1.0.524, time stamp: 0x506f4b33
Exception code: 0xc0000005
Fault offset: 0x0002ae30
Faulting process id: 0x1ea4
Faulting application start time: 0x01cdfe4bb540d72d
Faulting application path: C:\Program Files (x86)\Adobe\Reader 10.0\Reader\AcroRd32.exe
Faulting module path: C:\Program Files (x86)\Adobe\Reader 10.0\Reader\plug_ins
\PageV32.api
Report Id: f90289a3-6a3e-11e2-9c40-a440962a291d
--------------------

Thank you,

Jiri
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Question by:milcp
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LVL 23

Expert Comment

by:Ayman Bakr
ID: 38835024
Have you tried the latest Adobe Reader version XI?

Moreover have you tried the different Adobe Reader version combination with IRM 5.1 on a normal PC to isolate the problem that it might be a compatibility between certain Reader versions and IRM 5.1 rather than a Citrix XenApp issue.
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Author Comment

by:milcp
ID: 38835555
Yes I tried Adobe Reader XI - this version is not compatible with IRM 5.1. It's not even possible to install IRM 5.1 on a systen with AR XI.

My colleague tried Adobe Reader X (10.0.0) with IRM 5.1 on Windows 7 Professional 64-bit and it was failing as well.
However we haven't tried the patched versions of Adobe Reader on Win 7. System I need to make this working is Windows 2008 R2 server.
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LVL 23

Expert Comment

by:Ayman Bakr
ID: 38836306
Failing on Win 7 System strongly indicates that the issue is not related to an RDS or ICA terminal session. Now this case, i.e. also failing on Win 7 64-bit, might also be indicative of the fact that either IRM 5.1 or the combination of IRM 5.1 and Adobe Reader (whatever version you tested) doesn't function on a 64-bit OS.


What is the Adobe Reader bit version you are installing 32-bit or 64-bit? To be honsest I don't know whether they have two versions of Adobe Reader, 32/64 bit. If there exists so, then try the alternate bit version in combination with IRM.

Check also with the vendor for 32-bit or 64-bit IRM 5.1 (and whether it is actually supported on 64-bit OS in the first hand).
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Expert Comment

by:Daniel Borger
ID: 38885118
can you try disabling Adobe protected mode?

http://forums.adobe.com/message/3493428#3493428

[HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Adobe\Acrobat Reader\10.0\FeatureLockDown]
"bProtectedMode"=dword:00000000
REM: Above line Disables Protected Mode on startup
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Expert Comment

by:compdigit44
ID: 38903205
It appears you are not the only one having problems with Adobe Reader and Xenapp 6.5
http://forums.adobe.com/message/4783583

http://www.itninja.com/blog/view/known-issues-for-xenapp-6-5-2008-r2
In Adobe Reader have you tried to disable protected mode?
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Author Comment

by:milcp
ID: 38904976
to: dborger - thanks for the suggestion. Adobe Protected mode is disabled (mentioned in problem description already).
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Author Comment

by:milcp
ID: 38904982
to: compdigit44 - Adobe Reader without IRM client for PDF works fine. It is IRM client 5.1 which is causing Adobe Reader to crash. I tried contacting EMC about this error but they seem to be too big to care about this. Adobe's support was useless as well.
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Accepted Solution

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milcp earned 0 total points
ID: 38904984
We moved IRM for PDF outside of our Xenapp servers. It's the only workaround which works for us...
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Expert Comment

by:compdigit44
ID: 38905203
It appears IRM has issues with Micsoft RDS as well. https://community.emc.com/thread/148051?start=0&tstart=0

One last thought..

Have you tried to use an older version of IRM with Adobe Reader and/or downgrade Adobe Reader as well?
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Author Closing Comment

by:milcp
ID: 38922711
No other posts could be accepted as solution(s).
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