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boiseconnexus
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Acrobat Pro crashes immediately on opening since update to 9.5.1. Help!

Apr 27, 2012 7:39 PM

Tags: #acrobat #update #acrobat_9_pro #acrobat_9 #update_problem

Since I updated Acrobat Pro to 9.5.1, it crashes immediately on opening. I get two error messages, both stating, "Adobe Acrobat 9.5 has stopped working." The information in the problem signatures are:

Problem signature:

  Problem Event Name:               BEX

  Application Name:                   Acrobat.exe

  Application Version:                 9.5.1.283

  Application Timestamp:            4f71b565

  Fault Module Name:                 atidxx32.dll_unloaded

  Fault Module Version:              0.0.0.0

  Fault Module Timestamp:         4e0a91a0

  Exception Offset:                      69af8620

  Exception Code:                       c0000005

  Exception Data:                        00000008

  OS Version:                             6.1.7601.2.1.0.256.48

  Locale ID:                                1033

  Additional Information 1:          fa66

  Additional Information 2:          fa6696398de2b9f98383d7a3bf5c3ea1

  Additional Information 3:          fa66

  Additional Information 4:          fa6696398de2b9f98383d7a3bf5c3ea1

AND

Problem signature:

  Problem Event Name:               APPCRASH

  Application Name:                   Acrobat.exe

  Application Version:                 9.5.1.283

  Application Timestamp:            4f71b565

  Fault Module Name:                 atidxx32.dll_unloaded

  Fault Module Version:              0.0.0.0

  Fault Module Timestamp:         4e0a91a0

  Exception Code:                       c0000005

  Exception Offset:                      69af8651

  OS Version:                             6.1.7601.2.1.0.256.48

    Locale ID:              1033

 

If I try to get it to create a dump file, the program crashes before I can click on it in task manager to tell it to create a dump file, and I get another error message stating "The operation could not be completed. Access is denied." If I could get to it fast enough in task manager, it might create a dump file, but it crashes too quickly.

 

I ran the repair fundction on the program, and the only thing I got from that was wasted time. I am running Windows 7, 64 bit. Everything is fully updated. Until I ran the most recent update to Acrobat 9, it was happy. It won't let me uninstall that update, so I need help getting this sorted out. Hope you can help. Thanks.

 
Replies
  • Currently Being Moderated
    Apr 27, 2012 10:58 PM   in reply to boiseconnexus

    Don't have a solution, but it appears it may be a 64-bit issue. AA9.5.1 works fine on my 32-bit Win7.

     
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  • Currently Being Moderated
    Apr 29, 2012 5:50 AM   in reply to boiseconnexus

    All I can suggest is to do a repair. Since you can't open Acrobat, you will have to do it from the Program and Features menu in the Control Panel.

     
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  • Currently Being Moderated
    May 1, 2012 10:19 AM   in reply to boiseconnexus

    It looks to me like you have an issue with the video card drivers.  Have you tried updating the drivers for your video card?

     
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  • Currently Being Moderated
    May 1, 2012 2:55 PM   in reply to boiseconnexus

    They are listed as Display Adapters in Device Manager.  Go to support.dell.com and click on the link for drivers and downloads.  enter your system's service tag and review the list of drivers for your Display adapter.  Check the date to see if it's newer than the one already installed.

     

    Brad

     
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