Adobe Acrobat Reader X can't open in Protected Mode with Endpoint Security 10.5.5 or 10.6.1 July 2019 Update installed

Technical Articles ID: KB91657
Last Modified: 9/11/2020

Environment

McAfee Endpoint Security (ENS) 10.6.1 July 2019 Update, 10.5.5 July 2019 Update
Adobe Acrobat Reader X version 10.0.0

Problem

Opening PDFs in Adobe Acrobat Reader X Protected Mode is blocked if ENS 10.5.5 or 10.6.1 July 2019 Update is installed and Exploit Prevention is enabled.

When opening the document, the Adobe Acrobat Reader application either becomes unresponsive or displays the following error:

Adobe Reader cannot open in Protected Mode due to a problem with your system configuration. Would you like to open Adobe Reader with Protected Mode disabled?

Problem

Other reported issues and conflicts include:

Unable to start the Adobe Help
Unable to open a web link from an embedded Flash widget such as a portfolio navigator
Delays when you try to open a PDF file
Delays when you attach a PDF file to email

Cause

The Adobe Acrobat Reader X Protected Mode feature has a compatibility issue with ENS 10.5.5 and 10.6.1 July 2019 Update Exploit Prevention.

Solution

This issue is resolved in ENS 10.5.5 July 2019 Update Repost and ENS 10.6.1 July 2019 Update Repost.

McAfee product software, upgrades, maintenance releases, and documentation are available from the Product Downloads site at: https://www.mcafee.com/enterprise/en-us/downloads/my-products.html.

NOTE: You need a valid Grant Number for access. See KB56057 - How to download Enterprise product updates and documentation for more information about the Product Downloads site, and alternate locations for some products.

Workaround

IMPORTANT: Implement the following workaround only if you are running Adobe Acrobat Reader and are encountering this problem.

Set the Adobe Acrobat Reader Application Protection rule to Exclude:

Log on to the ePO console.
Click Menu, Systems, System Tree.
Select the group or system to be changed, and then click the Assigned Policies tab.
In the Product drop-down list, select Endpoint Security threat Prevention.
Edit the Exploit Prevention policy.
Click Show Advanced.
In the Application Protection Rules section, select the Adobe Acrobat Reader checkbox.
Click Edit for the rule.
Make sure that Status: Enable Rule is selected for the Adobe Acrobat Reader Application Protection rule.
For Inclusion Status, select Exclude for the Adobe Acrobat Reader Application Protection rule.
Click Save on the Application Protection Rule Properties menu.
Click Save on the Policy menu.

Affected Products

Endpoint Security Threat Prevention 10.6.x
Endpoint Security Threat Prevention 10.5.x (EOL)
Known Issue/Product Defect

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Knowledge Center

Adobe Acrobat Reader X can't open in Protected Mode with Endpoint Security 10.5.5 or 10.6.1 July 2019 Update installed

Environment

Problem

Problem

Cause

Solution

Workaround

Affected Products

Languages:

Glossary of Technical Terms

Title

Title

Knowledge Center

Adobe Acrobat Reader X can't open in Protected Mode with Endpoint Security 10.5.5 or 10.6.1 July 2019 Update installed

Environment

Problem

Problem

Cause

Solution

Workaround

Affected Products

Languages:

Glossary of Technical Terms

Choose your region

Title

Title