Question:

How to resolve the Adobe Reader freezing issue after emailing from Outlook in a remote app environment?

We are using fslogix for profile management and running some remote apps on an rdp farm. One of the remote apps (app A) uses Adobe Reader to display its reports. The users can email the reports from Adobe Reader, which opens Outlook as another remote app. However, after sending the email, Adobe Reader becomes unresponsive and prompts to save changes to the report.pdf file. The users cannot close Adobe Reader and have to switch back to app A using alt tab. This issue occurs randomly and frequently, and we have tried rebooting the farm hosts and updating Adobe Reader to the latest version, but nothing seems to work. The issue is not related to the user profile, as we can reproduce it using remote app with the same actions. Is this a known issue and how can we fix it?

Answer:

How to resolve the Adobe Reader freezing issue after emailing from Outlook in a remote app environment?

If you are using fslogix for profile management and running some remote apps on an rdp farm, you may encounter a problem with Adobe Reader. One of the remote apps (app A) uses Adobe Reader to display its reports. The users can email the reports from Adobe Reader, which opens Outlook as another remote app. However, after sending the email, Adobe Reader becomes unresponsive and prompts to save changes to the report.pdf file. The users cannot close Adobe Reader and have to switch back to app A using alt tab. This issue occurs randomly and frequently, and you may have tried rebooting the farm hosts and updating Adobe Reader to the latest version, but nothing seems to work. The issue is not related to the user profile, as you can reproduce it using remote app with the same actions. Is this a known issue and how can you fix it?

There are several possible causes and solutions for this issue, depending on your configuration and environment. Here are some of them:

• Outlook add-ins: Some Outlook add-ins may interfere with the communication between Adobe Reader and Outlook, causing Adobe Reader to freeze. To check if this is the case, you can disable all Outlook add-ins and see if the issue persists. To disable Outlook add-ins, follow these steps:

1. In Outlook, click File > Options > Add-ins. 2. In the Manage drop-down list, select COM Add-ins and click Go. 3. Clear the check boxes for all the add-ins and click OK. 4. Restart Outlook and try to email a report from Adobe Reader again. 5. If the issue is resolved, you can enable the add-ins one by one and test each time to identify the problematic add-in. You can then uninstall or update the add-in, or contact its vendor for support.

• Adobe Reader preferences: Some Adobe Reader preferences may affect the performance or compatibility of the application, especially when used in a remote app environment. To reset the Adobe Reader preferences to the default settings, follow these steps:

1. Close Adobe Reader if it is running. 2. Press Windows key + R to open the Run dialog box. 3. Type %appdata%\Adobe\Acrobat and click OK. 4. Locate the folder that corresponds to your Adobe Reader version (for example, DC for Adobe Reader DC) and rename it to something else (for example, DC.old). 5. Restart Adobe Reader and try to email a report from Adobe Reader again. 6. If the issue is resolved, you can delete the renamed folder. If the issue persists, you can restore the original folder by renaming it back to its original name.

• Fslogix profile containers: Fslogix profile containers are virtual disks that store the user profile data and settings. Sometimes, the profile containers may become corrupted or inaccessible, causing various issues with the applications. To troubleshoot this issue, you can try the following steps:

1. Log off the user from the remote app session and delete the profile container file (for example, username.vhdx) from the file share where it is stored. 2. Log on the user again and let fslogix create a new profile container file. 3. Try to email a report from Adobe Reader again. 4. If the issue is resolved, you can copy the data from the old profile container file to the new one using a tool like Disk2vhd. If the issue persists, you can restore the old profile container file by deleting the new one and renaming the old one back to its original name.

Conclusion

The Adobe Reader freezing issue after emailing from Outlook in a remote app environment is a frustrating and annoying problem that may affect your productivity and user experience. However, there are some possible causes and solutions that you can try to resolve it. We hope that this article has helped you find the best solution for your situation. If you have any questions or feedback, please feel free to leave a comment below.

: [Enable or disable add-ins in Office programs – Office Support](https://support.microsoft.com/en-us/office/enable-or-disable-add-ins-in-office-programs-3e533d0f-a6cf-44b7-b6b4-3d9185b5e025) : [Preferences files, Adobe Acrobat](https://helpx.adobe.com/acrobat/kb/preferences-files-acrobat-reader.html) : [Troubleshooting FsLogix Profile Containers](https://docs.microsoft.com/en-us/fslogix/troubleshoot-profile-container-tutorial) :

[Disk2vhd – Windows Sysinternals | Microsoft Docs](https://docs.microsoft.com/en-us/sysinternals/downloads/disk2vhd)