Outlook preview handler crashing, resulting in a "plugin disabled" error message

[Nico Jensch]

Hello everyone!

I recently installed Nitro Pro 13 on a clients Windows 10 device. Previously, Nitro Pro 8 was installed. After the installation of the new version, the preview handler of Outlook no longer works.

After doing some digging, I was able to find the root cause in the plugin crashing while trying to generate the preview. The crash was logged and visible in the event logs of Windows, I've added them below. While Outlook previews don't work, the explorer previews are working perfectly fine.

What I already did, after reading several forum posts:

• Un-/reregistering the preview handler DLL via regv32
• Ensuring Nitro PDF Pro 13 is the default application for handling PDF's
• Completing a full uninstallation, uncluding running the cleanup script, and reinstalling the application
• Ensuring the Outlook preview is active (via trust center -> preview handling)
• Toggling several preview handlers in Outlook, none of them worked - here I noticed, that even though the Nitro PDF preview handler was disabled, Outlook still attempted to load the plugin
• Cleaning both user/system tempfiles
• Updating Office to the latest version

 

Name der fehlerhaften Anwendung: prevhost.exe, Version: 10.0.19041.746, Zeitstempel: 0x8f10512e
Name des fehlerhaften Moduls: npdf.dll, Version: 13.70.4.50, Zeitstempel: 0x63f526fb
Ausnahmecode: 0xc00000fd
Fehleroffset: 0x006ea6f9
ID des fehlerhaften Prozesses: 0x5d8
Startzeit der fehlerhaften Anwendung: 0x01d971f24a9eb681
Pfad der fehlerhaften Anwendung: C:\WINDOWS\system32\prevhost.exe
Pfad des fehlerhaften Moduls: C:\Program Files\Nitro\Pro\13\npdf.dll
Berichtskennung: 415da8ce-5a4f-4c76-abd2-9d8f80b4b192
Vollständiger Name des fehlerhaften Pakets: 
Anwendungs-ID, die relativ zum fehlerhaften Paket ist: 

Fehlerbucket 1341888856251557398, Typ 1
Ereignisname: APPCRASH
Antwort: Nicht verfügbar
CAB-Datei-ID: 0

Problemsignatur:
P1: prevhost.exe
P2: 10.0.19041.746
P3: 8f10512e
P4: npdf.dll
P5: 13.70.4.50
P6: 63f526fb
P7: c00000fd
P8: 006ea6f9
P9: 
P10: 

Angefügte Dateien:
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERDC72.tmp.dmp
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERDD1F.tmp.WERInternalMetadata.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERDD3F.tmp.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERDD3F.tmp.csv
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERDD6F.tmp.txt

Diese Dateien befinden sich möglicherweise hier:
\\?\C:\ProgramData\Microsoft\Windows\WER\ReportArchive\AppCrash_prevhost.exe_449820b8dabe4a84ea3c275187b957047199999_e87e2143_d93b603b-7135-4f0c-9a18-041c5b035824

Analysesymbol: 
Es wird erneut nach einer Lösung gesucht: 0
Berichts-ID: ab3df9c7-bb98-4a5d-83e0-6512a8fbd687
Berichtstatus: 268435456
Bucket mit Hash: a65924a81027381c429f58ce1cede616
CAB-Datei-Guid: 0

 

Edited April 18, 2023 by Nico Jensch

[Nico Jensch]

Are there at least any tips on what to try in order to solve the issue? Thanks in advance