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Installed Reader XI, which crashes every time I open a PDF

Aug 26, 2013 12:15 PM

Tags: #adobe_reader_xi

Windows 7 laptop

 

I've installed Reader XI more times than I care to count. I've done the cleanup uninstall thing. I've restarted before downloading, and restarted before running the install, and afterward, and I've used both Firefox and Chrome to download the installer .exe.  I've turned off my virus checker during the install.  The only thing I haven't done is let the *** thing install McAfee at the same time. And still when I open a PDF that used to open just fine on this machine with Reader X, I get:

 

Adobe Reader has stopped working.

Problem signature:

  Problem Event Name:    APPCRASH

  Application Name:    AcroRd32.exe

  Application Version:    11.0.3.37

  Application Timestamp:    518e18e3

  Fault Module Name:    AcroRd32.exe

  Fault Module Version:    11.0.3.37

  Fault Module Timestamp:    518e18e3

  Exception Code:    40000015

  Exception Offset:    000c6ab0

  OS Version:    6.1.7601.2.1.0.768.3

  Locale ID:    1033

  Additional Information 1:    c37e

  Additional Information 2:    c37eace044c7ca1363ee7c4cfb11aae7

  Additional Information 3:    85bb

  Additional Information 4:    85bbf00149e67a2c3f6c3b46162b41ad

 

 

Thanks for your help, ]

 

A

 
Replies
  • Currently Being Moderated
    Aug 26, 2013 3:21 PM   in reply to ElectronicsGuy22

    I am having the same issue as ElectronicsGuy22.  I am running Reader 10 in Windows 7 stand alone environment.  This started randomly, meaning no Windows updates occurred within the last couple days, no new installs, no changes to the the computer.  It crashes within 30 seconds of opening Reader.  I tried opening an Adobe file, and it crashed, then just opened the app itself with no file attached to it; I've rebooted.  It's still crashing.

     

    Problem Event Name:APPCRASH
      Application Name:AcroRd32.exe
      Application Version:10.1.1.33
      Application Timestamp:4e64e4e2
      Fault Module Name:AcroRd32.dll
      Fault Module Version:10.1.1.33
      Fault Module Timestamp:4e64f98b
      Exception Code:c0000005
      Exception Offset:0085b8f5
      OS Version:6.1.7601.2.1.0.768.3
      Locale ID:1033
      Additional Information 1:0a9e
      Additional Information 2:0a9e372d3b4ad19135b953a78882e789
      Additional Information 3:0a9e
      Additional Information 4:0a9e372d3b4ad19135b953a78882e789
     
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  • Currently Being Moderated
    Aug 26, 2013 6:42 PM   in reply to Ana_Ng

    Same issue here. Take it off the network and it works fine, put it back on the network and it crashes. It's only happening with reader 10/11 on Windows7/8 machines. Windows XP machines are fine.

     
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  • Currently Being Moderated
    Aug 26, 2013 7:22 PM   in reply to ElectronicsGuy22

    Today all the sudden I was having the same issue running version 10.1.2 under Windows 2008 R2 Remote Desktop Services environment. Reader crashes within 10 seconds of opening it. I updated the version to latest 10.1.7, the problem went away.

    Is Adobe forcing us to upgrade? There's no official document around that though.

     
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  • Currently Being Moderated
    Aug 26, 2013 8:10 PM   in reply to ElectronicsGuy22

    Not sure if any of these will cure it, but it's worth a try...

    • Using Windows Explorer navigate to C:\Program Files (x86)\Adobe\Reader 11.0\Reader, then double-click on Eula.exe and accept the license agreement
    • Can you open Adobe Reader by itself?  If so, try disabling Protected Mode [Edit | Preferences | Security (Enhanced)].
    • If you cannot open Reader by itself, try to disable Protected Mode in the registry; download, unzip, then run the attached registry script
    • It could even be a malware issue; see http://helpx.adobe.com/acrobat/kb/reader-core-dll-error.html
    Attachments:
     
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  • Currently Being Moderated
    Calculating status...
    Aug 26, 2013 8:14 PM   in reply to ElectronicsGuy22

    Adobe Reader 10.1.1.33 is also crashing in same way

     
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  • Currently Being Moderated
    Aug 26, 2013 8:21 PM   in reply to Udayabhanu

    Of course not; you are using Reader X.  You should update to either 10.1.7 or 11.0.3.

     
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  • Currently Being Moderated
    Aug 26, 2013 10:39 PM   in reply to ElectronicsGuy22

    Same issue, we have started to see this go through our PC fleet, virus scan completed and all ok.


    Adobe please advise?

     
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  • Currently Being Moderated
    Aug 27, 2013 12:13 AM   in reply to ElectronicsGuy22

    See here, most likely same issue.

     

     

    http://forums.adobe.com/message/5629164#5629164

    
     
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  • Currently Being Moderated
    Aug 27, 2013 12:29 AM   in reply to ElectronicsGuy22

    Or, instead of blocking acroipm.adobe.com, can you try if the following also fixes (circumvents) the issue: open Adobe Reader | Edit | Preferences | General:

    • uncheck 'Show me messages when I launch Reader'
    • check 'Don't show messages while viewing a document'
     
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  • Currently Being Moderated
    Aug 27, 2013 1:30 AM   in reply to Pat Willener

    Same issue here... more and more clients get this error...

    only on Windows XP clients. Windows 7 works fine

     

    EDIT:

    setting those registry settings worked for all Clients with the issue

    [HKEY_CURRENT_USER\Software\Adobe\Acrobat Reader\11.0\IPM]
    "bDontShowMsgWhenViewingDoc"=dword:00000001
    "bShowMsgAtLaunch"=dword:00000000

     

    Message was edited by: hrpedv

     
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  • Currently Being Moderated
    Aug 27, 2013 1:42 AM   in reply to hrpedv

    hrpedv wrote:

     

    setting those registry settings worked for all Clients with the issue

    Thank you for confirming this!

     

    I have made a little registry script, nomsg11.reg, and zipped it into nomsg11.zip

    It can be downloaded from https://workspaces.acrobat.com/?d=peQ7*kxLrvsq3mn92uji0w

     
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  • Currently Being Moderated
    Aug 27, 2013 1:47 AM   in reply to jacmacadmin

    This has resolved itself, just started working.  My guess it was going to Adobe for somthing

     
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  • Currently Being Moderated
    Aug 27, 2013 2:30 AM   in reply to jacmacadmin

    We had the same problem in our company. All of a sudden the problem is gone. Can someone from adobe confirm that this problem was caused by a mistake from adobe? and how we can block this functionality? we don't like phone-home functionality exactly because of these isseus happening!!!

     
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  • Currently Being Moderated
    Aug 27, 2013 3:08 AM   in reply to StevenMudde

    You can disable that functionality either manually (as described in an earlier post in this topic), or by running the registry script that I also posted in this topic.

     
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  • Currently Being Moderated
    Aug 27, 2013 4:31 AM   in reply to StevenMudde

    +1 - we started seeing the same behavior around 5:30 PM EST and it continued until well into the night last night.  This morning I can't re-create the problem on some of the affected machines.  We'd also like confirmation that there was something going on with an updater, online license check, etc. etc. (whatever) so we can stop troubleshooting on our end.

     

    Thanks!

     
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  • Currently Being Moderated
    Aug 27, 2013 4:42 AM   in reply to AarrghPDFs

    Hmmm...I found this in another thread.  Is this guy a legit Adobe guy?  Sorry, new to the forum so I don't know anybody yet. 

     

    Aug 27, 2013 4:15 AM   in reply to jodip17

    Hi Everyone,

     

    This was a temporary glitch with our servers that has now been resolved. Please re-launch Acrobat/ Reader and let us know if you still face this issue.

     

    Thanks for your patience.

     

    Regards,

    Deepak

    
     
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  • Currently Being Moderated
    Aug 27, 2013 4:59 AM   in reply to AarrghPDFs

    Actually this issue is all over the forum.  The consensus is that it was a CERT update and this post from another thread pretty much sums up most of what I have read:

     

    Adobe Reader 10.1.X crashing due to message.zip CERT update

    This question is Not Answered.

    Aug 26, 2013 7:05 PM

    We had a number of customers reporting Adobe Reader 10.1.X crashing 30 seconds after opening a PDF in Adobe Reader or Acrobat.

     

    The issue occurs when Adobe phones home to download:

     

    http://acroipm.adobe.com/10/rdr/ENU/win/nooem/none/message.zip

     

    Which look to be CERT updates.

     

    Block this using whatever filtering software or create a dummy DNS zone and the issue goes away.

    
     
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  • Currently Being Moderated
    Aug 27, 2013 11:25 PM   in reply to AarrghPDFs

    AarrghPDFs wrote:

     

    Hmmm...I found this in another thread.  Is this guy a legit Adobe guy?  Sorry, new to the forum so I don't know anybody yet.

    Anyone with an orange STAFF badge is legitimate.

     
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  • Currently Being Moderated
    Aug 28, 2013 4:25 AM   in reply to Ana_Ng

    Absolutely same issue on Windows Server 2003 R2 Ent... does anyone know why and what this? Has Adobe comeup with any known bug wiht this version?

     
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  • Currently Being Moderated
    Sep 25, 2013 6:41 AM   in reply to Pat Willener

    You're a genius... I have been fighting this for months.   It wasnt the EULA but Registry patch you offered for downloading.  Many thanks.

     
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  • Currently Being Moderated
    Oct 1, 2013 12:56 PM   in reply to Ana_Ng

    The issue went away on it's own.  If it was some issue with some Adobe server; it's disturbing to me that opening a stand-alone producet would be affected by something server.  Better solution?  PDF Lite!  I save like 5 minutes opening documents, way quicker; and I don't have to worry about what Adobe is going to screw up next.  Completely appalled that no Adobe Techies replied in this thread.

     
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  • Currently Being Moderated
    Oct 6, 2013 4:28 PM   in reply to Pat Willener

    Disable protection worked for me! Reader XI, Win 7.

     
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  • Currently Being Moderated
    Oct 21, 2013 8:53 AM   in reply to Ana_Ng

    Thanks for the PDF Lite recommendation. So happy to be rid of Adobe Reader.

     
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