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Acrobat Installation & Update Issues

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Problem installing Acrobat 10

Aug 18, 2012 9:58 AM

Tags: #my #acrobat_x #computer_lenovo

How can I make the "My Computer" folder stop opening every time I boot my computer? I know this problem is directly related to installation of Adobe Acrobat 10, which I downloaded this morning. My brand-new laptop computer worked perfectly until that installation, but now that folder opens on the desktop at startup.

I have already disabled all of the startup programs, and it still happens. Suggestions?

4799 Views 57 Replies Latest reply: stevefromboston, Mar 7, 2013 7:03 AM

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1. Mylenium,

Aug 18, 2012 12:53 PM in reply to ARTFRAMEJim

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Check your Extras --> Folder options and turn off the option to remember opened folders. It's simply looking for the install source and since it can't find it, it opens the My Computer instead.

Mylenium

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2. ARTFRAMEJim,

Aug 19, 2012 5:22 AM in reply to Mylenium

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I appreciate your reply, but have no idea what the Extras --> folder is, or where to find it. Would you please be more specific?

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3. stevefromboston,

Aug 23, 2012 2:58 PM in reply to ARTFRAMEJim

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HI...I have the same issue...Did you find a resolution to this? thx!

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4. ARTFRAMEJim,

Aug 24, 2012 5:13 AM in reply to stevefromboston

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Still no fix for this issue. Lenovo has agreed to replace this new computer, a Y480 IdeaPad with a 32GB SSD in addition to the mechanical hard drive. I really like the computer, and hope that the new replacement will not have the same issue. So far, I am pleased with Lenovo's response to the problem. Their Customer Service people have been helpful. Adobe, on the other hand, has not reponded to my online inquiry.

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5. stevefromboston,

Aug 24, 2012 6:00 AM in reply to ARTFRAMEJim

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Thanks for your reply.

That's interesting because my PC is a new Lenovo Z580 IdeaPad. I've contacted Adobe, who was unsuccessful in resolving the issue, and I am currently in discussiions with level 3 tech support at Microsoft...They think it is a registry key issue that needs fixing, but nobody seems to know...I never thought of calling on Lenovo....Hopefully the only "fix" is not replacement because I already have a lot of time invested in this machine over the last week in migrating data and getting things the way I like them...I will call Lenovo today...

Thanks again!

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6. Jeff A Wright,

Aug 24, 2012 9:31 AM in reply to stevefromboston

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Moving this discussion to the Acrobat Installation and Updates forum. ARTFRAMEJim and stevefromboston the users in this forum will better be able to address your inquiry. You are certainly welcome to contact our support team as well. You can access our chat support at http://adobe.ly/yxj0t6.

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7. ARTFRAMEJim,

Aug 24, 2012 10:18 AM in reply to Jeff A Wright

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Jeff:

I just finished a chat session with an Adobe representative, who quickly
recommended that I should resolve the issue with Lenovo. In other words,
the Adobe response was “Not My Problem”. I was hoping for some help.

Jim

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8. Jeff A Wright,

Aug 24, 2012 11:47 AM in reply to ARTFRAMEJim

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Do you have a case number which I can utilize to review your interaction with our support team?

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9. ARTFRAMEJim,

Aug 24, 2012 12:21 PM in reply to Jeff A Wright

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Sorry, no case number was given. I described the problem and the agent told me to resolve it with the manufacturer. It was quite a short chat.

Do you think I should try again?

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10. Sabian Zildjian,

Aug 24, 2012 12:22 PM in reply to ARTFRAMEJim

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Sound very similar to a known issue documented on Microsoft's web site: http://support.microsoft.com/kb/899865

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11. Jeff A Wright,

Aug 24, 2012 2:29 PM in reply to Sabian Zildjian

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ARTFRAMEJim does the observed behavior stop after you remove Acrobat?

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12. stevefromboston,

Aug 24, 2012 2:51 PM in reply to Jeff A Wright

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I called in yesterday, was given very little support and was asked to call Microsoft as they said it sounds like a registry or services issue. No case # offered.
When Acrobat X Pro is removed, that behavior stops.
In Safe Mode, it doesn't occur.
Setting up new user as admin, same thing happens.
With Norton removed, still happens.

Microsoft has just emailed my a link for a 3.09GB file (Windows 7 64-bit)...They want me to run a repair and see if that fixes it.

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13. ARTFRAMEJim,

Aug 24, 2012 3:10 PM in reply to Sabian Zildjian

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I have tried the Microsoft registry fix on two of my three installations after reformatting the hard drive. It did not work.

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14. Jeff A Wright,

Aug 24, 2012 3:11 PM in reply to stevefromboston

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Excellent Stevefromboston can you please update this thread with your results?

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15. ARTFRAMEJim,

Aug 24, 2012 3:11 PM in reply to Jeff A Wright

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Yes, when I uninstall Acrobat Standard 10, the computer boots normally.

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16. motodan802,

Aug 25, 2012 4:55 PM in reply to ARTFRAMEJim

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Just wanted to chime in, I am having the exact same problem. Only happened after installing Adobe Acrobat. Looking forward to a solution.

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17. stevefromboston,

Aug 25, 2012 8:09 PM in reply to motodan802

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I ran the full Windows 7 again (instead of full install, I was instructed to do an "upgrade" so my data on the PC wasn't wiped out).

It took about 2 hours.

Still have the same problem.

I'd like to see someone at Adobe step up and find a resolution to this issue which is so very clearly caused by the Acrobat install...

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18. Jeff A Wright,

Aug 26, 2012 11:28 AM in reply to stevefromboston

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I have requested one of my colleagues more involved with Acrobat to review this thread to see if they have any additional suggestions.

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19. ARTFRAMEJim,

Aug 26, 2012 12:56 PM in reply to Jeff A Wright

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Thank you. Mr, Wright. I hope you and your colleagues can help us resolve the issue. I, for one, would be interested in trying almost any action that might resolve this annoying issue.

Another bit of informaton...

On the advice of a knowledgeable friend, I uninstalled the program, then downloaded it again, but this time to the desktop. The downloading process did not affect booting. Then I opened the program folder to "Run as Administrator", in case the issue was related to accounts or permissions in the computer. Again the program installed normally, but again the "My Computer" folder popped up on the desktop after booting.

Hope that helps.

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20. stevefromboston,

Aug 27, 2012 12:02 PM in reply to ARTFRAMEJim

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Just curious...Do any of you who are having this problem have other Adobe products installed? I have photoshop 7 installed....Just wondering...

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21. ARTFRAMEJim,

Aug 27, 2012 12:09 PM in reply to stevefromboston

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I have not yet installed any other Adobe products on this computer.

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22. stevefromboston,

Aug 28, 2012 1:44 PM in reply to Jeff A Wright

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Any word on this Jeff? Thx

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23. David Kastendick,

Aug 28, 2012 1:32 PM in reply to ARTFRAMEJim

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Hi Jim and Steve,

Could one (or both) of you post a screenshot of the folder that pops up when you start the computer after Acrobat X is installed?

Sorry for the delay in my reply, I missed the email from Jeff.

-David

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24. stevefromboston,

Aug 28, 2012 1:36 PM in reply to David Kastendick

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If you double click "My Computer", the window that opens that shows your drives....

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25. David Kastendick,

Aug 28, 2012 1:52 PM in reply to stevefromboston

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Steve,

Could you try Start > Run and type msconfig

Click the 'Startup' tab.

Can you scroll to the bottom of the list and share what the last few items on list are? Be careful not to click any of the sorting options at the top of the screen in the middle, but only use them to resize the columns as needed. The most recently added entries will be at the bottom by default.

-David

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26. stevefromboston,

Aug 28, 2012 2:36 PM in reply to David Kastendick

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Sorry David for the delay...We'd already gone thru all of that with msconfig, regedit, etc...

I was in the middle of a 5 hour remote session with Microsoft...and....I think he was able to fix this....I tried to follow, and I believe this is what finally worked...

Step 1: OPEN WINDOWS TASK MANAGER
Step 2: UNDER THE "PROCESS" TAB, RIGHT-CLICK "STARTUP.EXE" AND OPEN FILE LOCATION (MY UNDERSTANDING IS THIS ISN'T SUPPOSE TO BE THERE)
Step 3: RENAME THE .EXE FILE (change the extension from .exe to ".old" this stops it from running automatically)
Step 4: REBOOT AND PRAY TO GOD

I believe this is accurate, but I'm not a technical guy...Hopefully the guys at Adobe can refine these instructions and make sure it in correct BEFORE YOU TRY IT...
this is what I followed him do and he told me what he was doing...hope this helps...

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27. motodan802,

Aug 28, 2012 3:31 PM in reply to David Kastendick

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To add some info based on stevefromboston, I do not have startup.exe in my proccesses, so this cannot fix it for me.

In response to David Kastendick, a screenshot isn't neccesary, it just opens the my computer on startup, as steve said. It looks exactly the same as if you double-clicked and opened the My Computer folder. The problem only occured after Acrobat was installed, and goes away once its removed.

I've carefully checked all of my startup list, disabled everything adobe and anything I couldn't identify. Nothing seems to work except uninstall.

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28. David Kastendick,

Aug 28, 2012 4:42 PM in reply to motodan802

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Hi motodan802,

Do you also have a Lenovo Ideapad?

I'm just curious if this issue is isolated to that hardware manufacturer.

-David

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29. motodan802,

Aug 28, 2012 5:04 PM in reply to David Kastendick

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Yes, I do, its a Lenovo U410.

Thanks,

Dan

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30. stevefromboston,

Aug 29, 2012 6:02 AM in reply to motodan802

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ARTFRAMEJim has a Lenovo Y480 IdeaPad
I have a Lenovo Z580 IdeaPad
Motodan802 has a Lenovo U410 IdeaPad

hmmm.....

I wish the fix Microsoft did for me worked for you guys as well...I was on the verge of giving up and just living with the annoyance... I spent WAY too much time on this.

I was grateful Microsoft stepped up to the plate for me and spent many hours trying to figure this out, when frankly, this is clearly not a problem they needed to deal with as it is an Adobe/Lenovo-caused problem....Hopefully you guys find a fix, but I have to believe it can't be too far from the fix they had for me...Good luck.

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31. David Kastendick,

Aug 30, 2012 12:21 PM in reply to stevefromboston

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Just wanted to update that I've shared this issue with our engineering department and we're trying to duplicate the issue.

-David

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32. stevefromboston,

Aug 30, 2012 12:28 PM in reply to David Kastendick

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If it helps at all...My Windows Service Request # (case #) at Microsft was 1182795019.

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33. ARTFRAMEJim,

Aug 30, 2012 12:34 PM in reply to stevefromboston

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If your technicians want to take a swim in my computer, email me at artframe@att.net and we can arrange a time for remote access.

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34. stevefromboston,

Sep 11, 2012 10:51 AM in reply to David Kastendick

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Two weeks later...just checking in to see if the issue was identified...

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35. ARTFRAMEJim,

Sep 11, 2012 11:18 AM in reply to stevefromboston

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I guess we're still waiting for some resolution.

Question for the Adobe representatives:

Have you contacted Lenovo to work on this problem? It obviously involves both of your companies and no others.

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36. motodan802,

Sep 11, 2012 11:57 AM in reply to ARTFRAMEJim

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No solution for me yet, folder still opens everytime I restart.

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37. johnny dark,

Sep 17, 2012 3:23 PM in reply to ARTFRAMEJim

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Lenovo Y580 here. ANY Adobe non-free product appears to give me this issue!

It can be anything within the CS5 or CS6 Suites, and even Adobe Acrobat 10 Pro by itself. Adobe Reader and Flash are OK.

I've about pulled my hair out trying to figure this one...and I just joined the forum to share my experience (that is, hours and hours of wasted time).

I've installed the products above on nearly 100 computers now...WITHOUT SEEING THIS ISSUE. Dell, HP, Sony, ASUS...all the majors...and about 30 PC's that I custom built with Intel i7 Quads and Asus motherboards.

It's not so much Adobe....it's more Lenovo. There's something they've added to the basic Windows 7 platform that is causing this.

Candidates include:
OneKey Recovery
OneKey Theater
Lenovo Energy Management
Lenovo Battery Management

Additional candidates could include specific versions of addons from third-party vendors;
Cyberlink
Bluetooth Software
Vmicro (webcam)
Syngesture BS
Realtek
etc.

At first I thought it was related to one of the AutoDesk products, either AutoCAD or Revit. But nope...it's only when one of the Adobe products above is installed.

NOW...this laptop is SO SCREWED UP from heavy uninstalling and System Restores...that I'm going to have to reformat the drive and start all over...but hold off on these Adobe products until an answer is found.

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38. ARTFRAMEJim,

Sep 18, 2012 10:08 AM in reply to johnny dark

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Johnny Dark, let's hope your information can be helpful toward resolving the issue.

Acrobat 10 is the only Adobe program I have installed, and it seems to be fully functional. Other than the "My Computer" folder's appearaance at start-up, my Y480 seems to work normally. I just close that folder and go on with my work.

Still nothing from Lenovo, either.

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39. ARTFRAMEJim,

Sep 21, 2012 10:47 AM in reply to ARTFRAMEJim

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Lenovo agreed to replace the computer, and the new one arived today.

Same problem.

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