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Dano in support
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Acrobat 8.3.1 stalls on opening

Mar 2, 2012 2:05 PM

Tags: #ntdll.dll #acrotray.exe #acrobat.exe #exception_code:_0xc00000fd

I have several new installs of Acrobat Standard 8.3.1 and they stall when opening the application.  Within a few minutes, Windows come in and says Acrobat is not responding and the application is closed.  These are on Windows 7 Enterprise x64 SP1. 

 

I've repaired Acrobat via Add/Remove and reinstalled Acrobat and neither has worked. 

 

This page:  http://www/adobe.com/support/downloads/detail.jsp?ftpID=3750  describes what happens, but the patch is for Windows Vista.  Three of the machines this is happening on are on the other side of the planet, so I'm hesitant to just try it without asking.  One of the machines is closer, but I won't have access to it until next week. Another machine built within the same time-frame does not exhibit this behavior. 

 

Here's what the event logs say:

 

The program Acrobat.exe version 8.3.1.289 stopped interacting with Windows and was closed. To see if more information about the problem is available, check the problem history in the Action Center control panel.

Process ID: c90

Start Time: 01ccf8a317fe0efb

Termination Time: 36

Application Path: C:\Program Files (x86)\Adobe\Acrobat 8.0\Acrobat\Acrobat.exe

Report Id: 888fc9c1-6496-11e1-8505-9439e58f5d0e

 

There are no problems in the Action Center control panel, as it suggests.  #

 

Faulting application name: Acrobat.exe, version: 8.3.1.289, time stamp: 0x4e5d952f

Faulting module name: ntdll.dll, version: 6.1.7601.17725, time stamp: 0x4ec49b8f

Exception code: 0xc00000fd

Fault offset: 0x0002dede

Faulting process id: 0x1b20

Faulting application start time: 0x01ccf8af866559ed

Faulting application path: C:\Program Files (x86)\Adobe\Acrobat 8.0\Acrobat\Acrobat.exe

Faulting module path: C:\Windows\SysWOW64\ntdll.dll

 

Sometimes Acrotray.exe is the faulting application. 

 

Faulting application name: acrotray.exe, version: 8.3.1.289, time stamp: 0x4e5d469d

Faulting module name: ntdll.dll, version: 6.1.7601.17725, time stamp: 0x4ec49b8f

Exception code: 0xc00000fd

Fault offset: 0x0005b6ee

Faulting process id: 0x750

Faulting application start time: 0x01ccf89bc19022ed

Faulting application path: C:\Program Files (x86)\Adobe\Acrobat 8.0\Acrobat\acrotray.exe

Faulting module path: C:\Windows\SysWOW64\ntdll.dll

Report Id: 481665e1-648f-11e1-8505-9439e58f5d0e

 

Any assistance would be appreciated.



Best Regards,

Dano

 
Replies
  • Currently Being Moderated
    Mar 4, 2012 4:52 PM   in reply to Dano in support

    I am probably going to disappoint you, but to my knowledge no one has reported a successful install of AA8 on Win 7, 64-bit. In any case, you should be logged in as administrator for the install and have anti-virus disabled. I assume you did the latter two. You will also probably have to run AA8 in a 32-bit compatibility mode. There is a chance that the latest update will work, but I would not be surprised if none of them work. On a 32-bit machine, folks have reported success with AA8 in Win7. I have even installed AA5 on Win7, 32-bit -- but AcroTray does not work in that case. This does likely not help, but at least it gives you some small ideas.

     
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