Adobe Community: Adobe Flash Player Installer/Uninstaller 11.2.r202 has encountered a problem and needs to close

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Adobe Flash Player Installer/Uninstaller 11.2.r202 has encountered a problem and needs to close

Apr 15, 2012 5:14 AM

Seems that with the last 3 or 4 Flash Player updates, once the update is complete but before the installer actually exits, I get an error message box telling me that "Adobe Flash Player Installer/Uninstaller 11.2.r202 has encountered a problem and needs to close. We are sorry for the inconvenience.", etc., etc., etc. I've received this error message numerous times as most of the computers I work on are Windows XP SP3 (all updates) with Internet Explorer 8 as the browser, including my own computer and my wife's. If I could copy & paste the details, I would. But the temp file that's supposed to be created for error reporting purposes, isn't, and I'm not going to spend the next half an hour transcribing all the technical details. I just want you to be aware there's a problem with your installer. -kd5150-

65628 Views 58 Replies Latest reply: kd5150, Aug 22, 2012 4:23 AM

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1. Pat Willener,

Apr 15, 2012 7:30 PM in reply to kd5150

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Can you try using the offline installer from http://helpx.adobe.com/flash-player/kb/installation-problems-flash-pla yer-windows.html#Install_in_a_firewall_proxy_server_environment ?

If it still fails, can you go through the clean install procedure in http://forums.adobe.com/thread/928315 then run the offline installers again.

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2. kd5150,

Apr 17, 2012 5:34 AM in reply to Pat Willener

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Pat,

The initial install goes just fine on all computers. It's the updating of the flash player where the installer/uninstaller goes badly, bringing up the aforementioned error, and always on Windows XP computers.

Why has Adobe had to alter the flash player to the point where it now installs a updater service, an updater scheduled task, and updating options within the application? Flash player used to be a simple ActiveX control, you've turned it into bloatware that now needs to install itself as a major application. Go back to the basics! Quit trying to turn the flash player into some bloated, intrusive RealPlayer-like application! It doesn't need to be anything more than what it used to be. Macromedia had it right.

Sorry for the rant, can you find out what's going on with your installer/uninstaller 11.2.r202 in regard to Windows XP? It's happening on multiple computers so I know it's not just my problem. -kd5150-

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3. Pat Willener,

Apr 17, 2012 7:07 PM in reply to kd5150

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The only thing I can think of is that your antivirus software is interfereing with the update process; what are you using, and what version?

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4. kd5150,

Apr 18, 2012 4:58 AM in reply to Pat Willener

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Avast! Free Antivirus v7.0.1426

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5. MichaelBr,

Apr 18, 2012 8:20 AM in reply to kd5150

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I am getting this same error box, since last installing an Adobe Flash Player update a few days ago. Then I uninstalled and reinstalled Adobe Flash Player and am still getting the error box several times a day. I am on Vista Ultimate. I use Bitdefender antivirus, but was not getting these error msgs before. Would someone at Adobe address this issue? Or someone who has solved it.

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6. kd5150,

Apr 18, 2012 2:31 PM in reply to MichaelBr

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I'll bet there are alot more people having this same problem who either don't have the time or the inclination to ask for help, or they just can't find this forum. It took me awhile to find this place, Adobe doesn't make it easy. -kd5-

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7. MichaelBr,

Apr 18, 2012 2:59 PM in reply to kd5150

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Thank you for replying. Do you have this problem, and a solution?

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8. Chris Campbell,

Apr 18, 2012 3:32 PM in reply to MichaelBr

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I'm sorry you are running into this crash. To help investigate the problem, we'll need you to do a few things for us.

First, add the following line to the file mms.cfg (open in Notepad)

SilentAutoUpdateVerboseLogging=1

You can find the mms.cfg file here:

xp, vista, and windows 7 32bit: c:\windows\system32\macromed\flash\mms.cfg
windows 7 64bit: c:\windows\syswow64\macromed\flash\mms.cfg

Next, we'll want to get a crash dump so we can see what's going wrong. You can enable crash logging on Windows Vista or 7 using the following steps:

Download the following files: Enable Crash Logging.reg and Disable Crash Logging.reg.
Double-click the Enable Crash Logging.reg file. Click Yes in the Registry Editor dialog.
Restart your computer.
Let the updater/installer crash occur
After the crash, open a file browser window and type the following in the navigation bar:%localappdata%
Go to the CrashDump folder.
Select the most recent file that appears with the extension .dmp.
Double-click the Disable Crash Logging.reg file downloaded in Step 1 and click OK.
Restart your computer.
Zip up the .dmp file and mail it (or a dropbox link) to ccampbel@adobe.com with a link to this thread.

For XP, follow these steps:

Show hidden files. For more details, see the instructions for Windows XP.
Repeat the steps that resulted in the installer crash
After the crash, open the following folder: C:\Documents and Settings\All Users\Application Data\Microsoft\Dr Watson
Locate the file named with the extension .dmp that corresponds with the correct date and time
Zip up the .dmp file and mail it (or a dropbox link) to ccampbel@adobe.com with a link to this thread.

In addition to the .dmp, please post or send me your Flash Installation.log.

Where do I find the Flash Player installation log on Windows?

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9. MichaelBr,

Apr 18, 2012 6:08 PM in reply to Chris Campbell

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Hi Chris,
Thanks, I am following the steps. One question: steps 6 and 7. Once I select the file requested, I then go to the folder where the .reg file is and dbl-click it. But how will the file in step 6 still be highlighted (selected) Or what do those 2 steps in that order mean for me to do?
Thanks,
Michael

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10. MichaelBr,

Apr 19, 2012 4:03 AM in reply to MichaelBr

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HI again, Chris, I got the crash, and displayed the local directory following step 4, however there is no folder there called CrashDump. I also searched the computer for *.dmp and no file was created (none exists) with that extension. Best, Michael

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11. kd5150,

Apr 19, 2012 4:54 AM in reply to Chris Campbell

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Chris,

The only time I get the installer/uninstaller crash is when Flash needs to update. I uninstalled Flash altogether prior to receiving this reply, then installed it fresh, it installed just fine as usual. I only have problems when Flash needs to update so I'll have to wait for that. I'm assuming at this point that you guys (at Adobe) don't have any XP computers to test this out on?

-kd5150-

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12. Chris Campbell,

Apr 19, 2012 1:45 PM in reply to kd5150

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Michael - Thank you for trying. Would you be willing to do a desktop sharing session with me so I can take a look at the error and see if I can get a crash log created? If so, please feel free to contact me at ccampbel@adobe.com.

kd5150 - We've got lots of XP systems, it's just a matter of reproducing it. In our testing, we have not encountered this with XP, nor have I heard of other users running into crashes (except those that were using ESET's products). I suspect there's a conflict with something specific to your system and am hoping that the crash log will give us additional details.

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13. kd5150,

Apr 25, 2012 7:51 PM in reply to Chris Campbell

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Sent what I could, hope it's enough. -kd5-

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14. Ariaija85,

May 1, 2012 6:32 AM in reply to kd5150

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I've been having getting the same message for the last few weeks. Running XP with SP3. A recent update to flash player didn't solve the problem.

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15. Chris Campbell,

May 1, 2012 5:47 PM in reply to Ariaija85

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Could you try updating to the latest Flash Player 11.3 beta to see if this crash continues. If it does, please follow the instructions in this post and send me the applicable crash dump.

Thanks,
Chris

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16. kd5150,

May 3, 2012 9:23 AM in reply to Chris Campbell

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The installer only crashes when it updates. I had uninstalled Flash altogether and installed the latest version clean, I'm still waiting for a new update to see if it still crashes. When I install clean, the installer is fine, it's only when flash wants to update that the installer crashes.

One other thing: I just went to Control Panel to look in the Flash Player settings. I have IE8 and Firefox on my computer. When I installed Flash for IE, the update settings in the Advanced tab in the Control Panel item for Flash showed 3 choices: Automatic, Let me choose, and Never Check. When I installed Flash for Firefox, those options got scrunched together so the Let me choose item no longer appears. Let me choose is how I would like my update settings, so what do I have to do to get it back? Uninstall Flash again, install it for IE clean, but leave flash for Firefox uninstalled so I can regain my choice of settings? I've noticed this has happened twice already, both times the update options got scrunched together after I installed Flash for Firefox so the Let me choose option no longer appears. I'll send you a screenshot. -kd5-

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17. Chris Campbell,

May 3, 2012 3:52 PM in reply to kd5150

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kd5,
Posting a screenshot will definitely be helpful. Here's what it should look like:

If you want to be notified when an update is available, click the Change Update Settings button, then select "Notify me when updates are available".

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18. kd5150,

May 4, 2012 5:17 AM in reply to Chris Campbell

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Screenshot was sent.

As an experiment I decided to uninstall both the Adobe Flash Player 10 Plugin and the Adobe Flash Player 11 ActiveX Control, and try installing Flash for Firefox first, then Flash for IE, and see what happens with the Update options. First, the Adobe Flash Player 11 ActiveX uninstall generated the Installer/Uninstaller crash as described above, the Plugin uninstall was clean. Secondly, the Firefox Flash is the one that scrunched the update options together so that the Notify me option disappeared. The install of Flash for IE went well, no crashes, and it spread the update options back out so that they appear normally now. In conclusion, it appears as if you have problems with both the Flash for IE and the Flash for Firefox, different problems to be sure, but problems just the same. Both of these on Windows XP Home Edition, SP3, IE8, all updates. And no, I have no interest in upgrading to Windows 7. -kd5-

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19. Chris Campbell,

May 4, 2012 4:54 PM in reply to kd5150

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This looks like a bug we had with an older player. To make sure we're dealing with just the latest, let's try a clean install.

How do I do a clean install of Flash Player?

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20. kd5150,

May 4, 2012 7:06 PM in reply to Chris Campbell

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I just did a clean install of both Flash for IE and Flash for Firefox, as stated in my last post.. Adobe chose the version of Flash for Firefox that was installed (v10.3.183.19), I didn't. I already have the latest legitimate version of Flash for IE (v11.2.202.235), just clean installed, Adobe chose that version for me as well. -kd5-

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21. Chris Campbell,

May 11, 2012 3:38 PM in reply to kd5150

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How did Adobe choose the version for you in Firefox? Are you installing from http://get.adobe.com/flashplayer? If so, you should be getting 11.2.202.235 for both IE and Firefox.

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22. Pat Willener,

May 11, 2012 9:19 PM in reply to kd5150

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kd5150 wrote:

Adobe chose the version of Flash for Firefox that was installed (v10.3.183.19), I didn't.
If this is the case, then you did not follow the clean install instructions from Chris' link. The uninstaller would have uninstalled all Flash Player versions and components.

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23. kd5150,

May 12, 2012 5:19 AM in reply to Pat Willener

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OK, I went through the procedure as outlined above for uninstalling Flash (also downloaded the Shockwave uninstaller as Firefox was reporting my version of Shockwave for Firefox was outdated as well). Cleaned up leftover files/folders, rebooted, went to Adobe first with Firefox, and Adobe STILL wanted to install Flash v10.3.183.19. I had to manually select my OS and Flash 11 to install the latest version of Flash for Firefox. I then installed Shockwave for Firefox, closed Firefox, opened IE8, went back to Adobe and installed Flash/Shockwave for IE. Everything appears as it should except when I check for updated addons in Firefox, now Shockwave doesn't appear in the list of addons anymore.

Now that we've had our fun with uninstalling and reinstalling Flash, I trust that you can address the original issue with the Installer/Uninstaller v11.2.r202 crashing when Flash updates? Thanks, -kd5-

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24. Pat Willener,

May 12, 2012 7:59 PM in reply to kd5150

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kd5150 wrote:

Adobe STILL wanted to install Flash v10.3.183.19
I am really curious now - where do you find the 10.3.183.19 download? Can you give me the URL?

The only place I know where to download 10.3 is here http://forums.adobe.com/thread/889580 (and http://www.adobe.com/products/flashplayer/distribution3.html).

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25. kd5150,

May 13, 2012 4:25 AM in reply to Pat Willener

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It just comes up when I go there with Firefox. I'm there right now (on another tab), it says:

Adobe Flash Player 10.3.183.19 (2.94mb)

Your system: Windows 32-bit, English, Firefox

http://get.adobe.com/flashplayer/?promoid=BUIGP (YMMV) -kd5-

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26. Pat Willener,

May 13, 2012 5:29 PM in reply to kd5150

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Interesting! If I go there I see
I will later try on a 32-bit system. But I don't think users should by default getting a 10.x download.

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27. Pat Willener,

May 13, 2012 9:13 PM in reply to kd5150

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On Windows XP, 32-bit, with Firefox 12 I get

On the same system, using Internet Explorer 8, I get

Can you try clearing the IE8 browser cache, then try again?

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28. kd5150,

May 15, 2012 8:08 AM in reply to Pat Willener

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I'm using Firefox v3.6.28 because I HATE the minimalist look and redesign of later versions (including the minimalist look of IE9). Firefox v3.6.28 was just released March 8th, 2012. If Adobe decided they didn't want to support this version of Firefox any longer, it's an injustice that needs to be addressed by Adobe.

Regarding clearing the IE8 cache then trying again, the only problem I was having with Flash for IE was the corrupted Installer/Uninstaller while updating. The version of Flash for IE as reported by the site was correct, it was Flash for Firefox that was reported incorrectly. I've since clean-installed both Flash for Firefox, then Flash for IE, everything seems to be fine now, but I won't know about the Installer/Uninstaller glitch until Flash needs to update again. -kd5-

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29. kd5150,

Jun 10, 2012 4:32 AM in reply to kd5150

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Finally got a Flash Player update for IE, got the same error message I'd gotten before except the Installer/Uninstaller version number is now 11.3 something-or-other. I went to the temp folder where the error report was being kept, was going to copy it to send to someone, but in my sleepiness closed the error message box on my desktop which automatically deleted the temp file that contained the error report. It appears that you people haven't done a darned thing about this problem. -kd5-

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30. ssnnil,

Jun 24, 2012 12:44 PM in reply to MichaelBr

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Dito here...

Win XP SP3
Browser Firefox 13.0.1
No network, laptops do not connect to the PC

Problem started after the last Flash update a few days ago.
In my case it also blocks Photoshop CS5 if I am working in it so that I have to start all over again after a reboot, loosing all changes I had already made.

Could someone please create a new update with a fix for this problem as (without wanting to rant in turn or be unfriendly) I am kind of tired of being a techy half of my time so I can keep on doing what I have the computer for in the first place...

An addition to my post:
I have done the clean install and installed the 10.3 version that never gave me a problem. Maybe this way I can wait out till a solution is found...

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31. PavalamStacey,

Jun 24, 2012 3:51 PM in reply to ssnnil

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I'm having the same problem and it is becoming really annoying.

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32. JeffS47,

Jun 25, 2012 1:28 PM in reply to ssnnil

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I talked to Adobe this morning and they helped me out of this.
Log in to Adobe Customer Support and go to My Adobe.
Go to "Adobe Flash Player Support" us use this url: http://helpx.adobe.com/flash-player.html
Follow the directions and download the latest version of Flash Player.
That will fix the problem.

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33. khrysenthem,

Jun 25, 2012 3:21 PM in reply to JeffS47

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same as everyone else, the installer worked fine, but the updater breaks every few minutes, it's really annoying when playing a game.
Here's what it says:

"Adobe® Flash® Player Update Service 11.3 r300 has encountered a problem and needs to close. We are sorry for the inconvenience."

There is a "more info" kind of link, and it has this:
"EventType : BEX     P1 : FlashPlayerUpdateService.exe     P2 : 11.3.300.262
P3 : 4fe2118a     P4 : FlashPlayerUpdateService.exe     P5 : 11.3.300.262
P6 : 4fe2118a     P7 : 0002970a     P8 : c0000409     P9 : 00000000     "

There is a "more technical info" link too.
C:\DOCUME~1\khrys\LOCALS~1\Temp\WER150e.dir00\FlashPlayerUpdateService .exe.mdmp
C:\DOCUME~1\khrys\LOCALS~1\Temp\WER150e.dir00\appcompat.txt

Unfortunately, by the time O got there, the folder WER150e.dir00 had disappeared, if it ever existed.

Well, I went to that URL, and it said I have version 11.3.300.257, I run Windows XP (32-bit), and Google Chrome (for now, but I use many browsers to test my sites).
Unfortunately, this seems to be the latest version, so no update is available to me.

I hope there is a fix soon.

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34. stoneturtle,

Jun 26, 2012 12:03 PM in reply to khrysenthem

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Same problem here. Really annoying.

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35. gstahl,

Jun 27, 2012 4:30 AM in reply to stoneturtle

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I have the same problems on ALL of my Window XP computers and it is a real problem, as we are a research lab and this darn ERROR message comes up ALL the time.

"Adobe® Flash® Player Update Service 11.3 r300 has encountered a problem and needs to close. We are sorry for the inconvenience."

I need a fix for this ASAP!! FLASH is working fine and I have manually loaded the current version as others above have stated.

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36. vegasgal47,

Jun 27, 2012 1:23 PM in reply to stoneturtle

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Same problem. I wish they would fix it! It started a few days ago also.

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37. chucky1382,

Jun 29, 2012 8:40 AM in reply to kd5150

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I just thought that I would chime in here. I was having the same issue with the error constantly popping up, even on a restart. I downloaded the latest version http://get.adobe.com/flashplayer/ and disabled my virus scan before installing. And it seems to have fixed the issue. I will have to see in the next couple of days if it is fully resolved. BTW, I'm using Windows XP SP3 with AVG virus scan. I do know that with AVG, they have recently done something where it blocks updates. Ran in to the same issue updated a Symentec program. Hope this helps others.

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38. Chris Campbell,

Jul 10, 2012 6:58 PM in reply to chucky1382

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Please see this post for the latest updates: http://forums.adobe.com/message/4547234#4547234

Thanks,
Chris

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39. superfishnz,

Jul 5, 2012 8:50 PM in reply to Chris Campbell

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Hi Chris,

I have emailed you on Monday asking if you could send me the test build but haven't heard back from you.

I have a user here who has this problem and would like to trial the test build you have to see if this fixes their problem.

Look forward to heaing from you.

Thanks,
Binh

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