Adobe Community: Can't get readr 9.5 or 10X to work

Alvindad Calculating status...

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Can't get readr 9.5 or 10X to work

Aug 14, 2012 4:13 PM

I've installed, unistalled, reinstalled Reader 9.5, 8.0, 10X on my computer running WinXP SP#3 and can't get any of them to work. Can anyone help me?

1890 Views 23 Replies Latest reply: Alvindad, Aug 21, 2012 12:06 PM

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1. Claudio González,

Aug 14, 2012 4:56 PM in reply to Alvindad

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Try running the Acrobat and Reader Cleanup Tool:

http://labs.adobe.com/downloads/acrobatcleaner.html

and then download the full Reader installer from

http://get.adobe.com/reader/enterprise/

After downloading, restart your computer and run the installer before doing anything else.

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2. Alvindad,

Aug 20, 2012 10:29 PM in reply to Claudio González

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Thank you for responding and your advice. I followed your sugestions with both 9.5 and 10X but, it stil doesn't work. I seems the programs just don't respond on my computer.

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3. Ankit_Jain,

Aug 15, 2012 3:57 AM in reply to Alvindad

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What exactly is the behavior when you try to run the application. Could you please elaborate as to what do you mean when you mention that you cant get any of them to work.

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4. rockatao,

Aug 15, 2012 4:30 AM in reply to Ankit_Jain

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Numerous people reporting similar problem on other threads. No solution yet. It seems to be a problem between Reader and one's Anti-Virus software. If I turn off all McAfee features, I can use Adobe Reader. If McAfee is on, Reader won't work at all. Cannot open Reader; cannot open pdf files. Others reporting similar problems with other AV software. Have tried all the suggested remedies; nothing has yet worked to solve the problem.

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5. Alvindad,

Aug 20, 2012 10:29 PM in reply to Ankit_Jain

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Cannot open Reader or PDF's. I installed 9.5 following Claudio's instructions. Nothing would open. So I uninstalled it, then installed 10X following Claudio's instructions and nothing Would open. I click on Reader or PDF file I get the hour glass for a second or two and then nothing.

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6. Ankit_Jain,

Aug 16, 2012 12:02 AM in reply to Alvindad

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Hi,

Could you please let me know the following so that I may be able to gaude the reason behind your problem:
1. The exact version of Adobe Reader 10.x installed on your system. You can get the same by clicking on Help > About Adobe Reader.
2. The anti virus installed on your system (if any). Also, please try disabling the anti virus on your system and see if it solves the problem. Although, that isn't the best solution, it would help me investigate the issue.
3. Are you able to open any PDF in Internet Explorer? Try launching http://kb2.adobe.com/cps/837/cpsid_83708/attachments/Acrobat_Reader_Re leaseNote_10.1.3.pdf
4. Once you double click on the desktop shortcut for Reader, are you able to see the AcroRd32.exe process in the Task Manager?

Thanks
Ankit

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7. rockatao,

Aug 16, 2012 3:43 AM in reply to Ankit_Jain

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Ankit, Since alvindad and I are having nearly identical symptoms, I will give you my recent experiences.
Over the past four day, I have tried Reader 9.5; 10.1.0; 10.1.3; and now 10.1.4. Results are the same with all of them. Cannot open the Reader software, and cannot open a pdf file.
My anti-virus is McAfee. When I turn off McAfee Real-Time Scan, all versions of the Reader work fine. (Others have reported same issue with AVG) I have spoken multiple times, at length, with technicians of both Adobe and McAfee. They have used remote capabilities to try numerous things on my PC with no success. End result from both - it's not my problem, it's the other guy's.
Regarding your suggested launch: IE cannot find that page. I'll keep looking.
After double-clicking on Reader, nothing appears in Task Manager.
One other thing I found yesterday - although Adobe techs told me it was not a problem - in Windows internet security (control panel - internet options - security), under Restricted Sites there are a number of Acrobat and Adobe entries. I did not put them there, and have no idea how they got there. Would Adobe have done so? Or has the mysterious Adobe Installation Virus done this, and might this be a cause of the problem?
Thanks for your interest. Everyone else is tired of hearing from me ...lol
Rockatao

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8. Ankit_Jain,

Aug 16, 2012 4:01 AM in reply to rockatao

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Thanks for detailing the issue from your end.

With regards to the anti virus issue, could you please see the following page and see if you have any of the mentioned products installed on your machine:
http://helpx.adobe.com/acrobat/kb/protected-mode-troubleshooting-reade r.html

Also, apologies for the earlier link, the link has been replaced with: http://helpx.adobe.com/content/dam/help/attachments/Acrobat_Reader_Rel easeNote_10.1.3.pdf

And, none of the entries in the restricted website section is done via an Adobe installer. It could be that your system is/was infected with some malware which may have corrupted some Reader files, causing your AV to treat it as a virus.
Could you please uninstall all traces of Adobe Reader via the Control Panel. Also, remove any leftover plugins (in the C:\Program Files\Adobe\Reader 10.0\Reader\plug_ins folder) and run the cleaner utility to remove all traces. (http://labs.adobe.com/downloads/acrobatcleaner.html)
Update the MCAfee virus database, and run a full scan of your system and then try and re-install Adobe Reader from get.adobe.com/reader/enterprise.

Although, you may have tried all these steps earlier as well, but can you please give them a try once more now.

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9. rockatao,

Aug 16, 2012 4:39 AM in reply to Ankit_Jain

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Thanks, Ankit. I will try what you suggest. I, and Adobe and McAfee techs, have tried most of this probably a dozen times, but I will give it one more shot. First, though, I want to follow up on this new Protected Mode in Reader X to see if that might be the problem (doubtful, because I was having same problem in 9.5).

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10. rockatao,

Aug 16, 2012 8:42 AM in reply to rockatao

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Ankit,

Protected Mode in Reader X does not seem to be an issue. I turned it off and still had the same problems.

I then performed all athe actions you requested above:

Uninstalled Reader.

Remove any other plug_ins: could find none, but I deleted everything I could find under Reader10.0

Ran Acrobat Cleaner.

Ran a full McAfee scan - no problems detected.

Re-installed Reader 10.1.4 with McAfee disabled during the download/installation.

After installation, with McAfee still disabled, Reader worked fine.
With McAfee Firewall turned back on, Reader worked fine.
With McAfee Real-Time Scan turned on, Reader failed. Same problems as before.

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11. Ankit_Jain,

Aug 16, 2012 8:48 AM in reply to rockatao

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Thanks a ton for trying out the said suggestions. This is really strange, cause I have not been facing this issue even while using McAfee.

Could you please let me know the exact version of McAfee installed on your system, so that I can see if a particular version is causing this glitch.

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12. Alvindad,

Aug 20, 2012 10:28 PM in reply to Ankit_Jain

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My problem seems to be just like Rockatao's. If I turn off realtime scan everything works.

Here are the versions of my McAfee:

Security Center: 11.0
Virus Scan : 15.0
Personal Firewall : 12.0

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13. rockatao,

Aug 16, 2012 10:46 AM in reply to Ankit_Jain

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Since I last downloaded McAfee yesterday, I would assume I have the latest versions.

Security Center             v. 11.0
Virus Scan                    v. 15.0
Personal Firewall          v. 12.0
Site Advisor                  v. 3.5
Quick Clean/Shredder v 11.0

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14. rockatao,

Aug 16, 2012 11:18 AM in reply to rockatao

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Ankit, there is one other thing occurring. I don't know if it's a problem or not. I fairly often get a McAfee Warning like the following:

McAfee has blocked your PC from making a potentially risky connection
IP Address 88.212.196.75 (the address is not always the same)
Program: Generic Host Process for Win32 Services

I don't know if this is indicative of a virus - or whether I actually need to allow this connection to take place. Have you seen anything like this before?

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15. RobinRAS,

Aug 16, 2012 11:05 PM in reply to Alvindad

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I'd like to add myself to the list of people having this problem. First noticed with a PDF file that wouldn't open - that led to the upgrading, uninstalling, "fixing", etc.

I can open PDF's if I disable the LiveScan on McAfee (thanks for that info rockatao. At least I got my concert tickets printed!)

My current Adobe Reader X is v. 10.1.3

McAfee 11.0 (Build 11.0.678)
Virus Scan 15.0
Firewall 12.0

I occasionally have gotten the McAfee Warning rockatao mentions (different addresses) but not often.

And, I could not see the "release note" page in IE via the correct link.

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16. Ankit_Jain,

Aug 16, 2012 11:09 PM in reply to RobinRAS

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Thanks for the information RobinRAS and rockatoo.

I will be able to check this at my end now.

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17. Ankit_Jain,

Aug 17, 2012 3:43 AM in reply to RobinRAS

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Just verified on Win XP XP3 with the latest MCAfee AV installed from their site and was successfully able to launch Adobe Reader 10.1.4.

It would seem that there is another issue on your system (maybe malwares or something), since the IP you mention is a blacklisted IP.
Could you please try and install some malware removal tool and try scanning your system for such issues.

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18. RobinRAS,

Aug 17, 2012 11:05 AM in reply to Alvindad

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I just (7/24) had a PC tune-up done since it was offered for free from my IP and my computer was running slow and had several "script running" warnings.

The tune-up included:
PC & Internet Quick Fix
PC Booster
Internet Booster
Advanced PC Fix
Virus Removal

In additional, I have a full virus scan done every Monday night.

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19. Alvindad,

Aug 20, 2012 10:27 PM in reply to Ankit_Jain

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I just ran Microsoft Windows Malicious Software Removal Tool. It took over 3 hrs. It found no infected files and didn't fix the problem.
I'm going to look for another malware removal tool and try that.

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20. RobinRAS,

Aug 20, 2012 10:07 PM in reply to Ankit_Jain

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Is there any further information on this issue? Just had the upgrade to 10.1.4. Still have the problem.

Oh, and I just checked - now I can't even open Reader or a PDF even with McAfee Live-Scan turned off!

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21. Ankit_Jain,

Aug 20, 2012 10:45 PM in reply to RobinRAS

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Then it cant really be an issue with your AV software as such.

Is the behavior the same i.e. no process is launched and nothing appears on the screen?
Can you try deleting the entire installation folder (by default its C:\Program Files\Adobe\Reader 10.0) except the "Setup Files" folder and do a complete repair operation from the Control Panel for Adobe Reader.

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22. RobinRAS,

Aug 20, 2012 11:11 PM in reply to Ankit_Jain

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Well, before I answered your question Ankit Jain, I decided to try opening a PDF one more time to make sure the process was the same, and, voila! the PDF opened! As did Reader by itself when I clicked on the icon. A little disturbing that it seemed to not work, and then work, with no rhyme or reason. Hopefully, tho', the new 10.1.4 fixed the issue and we are done with it.

I'd be interested to hear if the other two posters can now open their files.

Thank you for your time with this.

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23. Alvindad,

Aug 21, 2012 12:06 PM in reply to RobinRAS

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I was really encouraged by your post of your reader working so I uninstalled again and reinstalled Version 10.1.4 with the firewall on my anti-virus turned off. I then opened reader and then a PDF file with real-time scaning turned off and it worked. I then turned the firewall and real time scanning back on and it still worked. Then I restarted my computer and it stilled worked. I'm very happy about this developement.

Date: Tue, 21 Aug 2012 00:11:09 -0600
From: forums@adobe.com
To: alvindad@hotmail.com
Subject: Re: Can't get readr 9.5 or 10X to work Can't get readr 9.5 or 10X to work

Re: Can't get readr 9.5 or 10X to work created by RobinRAS in Adobe Reader - View the full discussion

Well, before I answered your question Ankit Jain, I decided to try opening a PDF one more time to make sure the process was the same, and, voila! the PDF opened! As did Reader by itself when I clicked on the icon. A little disturbing that it seemed to not work, and then work, with no rhyme or reason. Hopefully, tho', the new 10.1.4 fixed the issue and we are done with it.

I'd be interested to hear if the other two posters can now open their files.

Thank you for your time with this.

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Can't get readr 9.5 or 10X to work

Aug 14, 2012 4:13 PM

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