Adobe Reader X cannot Open in Protected Mode

[Guest]

Hi,

in a corporate environment.

Tried a few PCs and Laptops - no luck so far = just get the Protect Mode dialogue box. Cant find any clues in event logs or any other logs as to what is preventing protected mode kicking in.

Basic Config is below - couple of things - Default Browser is blank - running IE8 (still got IE6 on most PCs)

and Graphics Card Check says "Not Supported" (also ran this on a lenovo X301 - with the mobile Intel 4 series Express Chipset - v6.14.10.5068 - that also comes up as "Not Supported" - however that is running IE6)

Running Symantec Antivirus 10.1.4.4000

We do have redirected folders and roaming profiles - the install is to a local drive - the temp directory is redirected

Help!?!

Available Physical Memory: 2155004 KB
Available Virtual Memory: 1970452 KB
BIOS Version: HPQOEM - 20090305
Default Browser:
Default Mail: Lotus Notes
    C:\Program Files\Lotus\Notes\nmailman.dll
    Version: 5.0.0
    Creation Date: 2008/08/08
    Creation Time: 1:45:46 P.M.
Graphics Card: Intel(R) Q45/Q43 Express Chipset
    Version: 6.14.10.4950
    Check: Not Supported
Installed Acrobat: C:\Program Files\Adobe\Acrobat 9.0\Acrobat\Acrobat.exe
    Version: 9.3.0.148
    Creation Date: 2010/06/02
    Creation Time: 10:45:43 a.m.
Installed Acrobat: C:\Program Files\Adobe\Reader 10.0\Reader\AcroRd32.exe
    Version: 10.0.0.396
    Creation Date: 2010/11/10
    Creation Time: 12:49:36 P.M.
Locale: English (New Zealand)
Monitor:
    Name: Intel(R) Q45/Q43 Express Chipset
    Resolution: 1920 x 1200 x 60
    Bits per pixel: 32
OS Manufacturer: Microsoft Corporation
OS Name: Microsoft Windows XP Professional
OS Version: 5.1.2600  Service Pack 3
Page File Space: 4194303 KB
Processor: x86 Family 6 Model 23 Stepping 10  GenuineIntel  ~2992  Mhz
System Name: NZ8035WP9577
Temporary Directory: C:\DOCUME~1\m134223\LOCALS~1\Temp\
Time Zone: New Zealand Standard Time
Total Physical Memory: 3628208 KB
Total Virtual Memory: 2097024 KB
User Name: m134223
Windows Directory: C:\WINNT

[MichaelKazlow]

Reader X REQUIRES  MSIE 7 or 8, so your MSIE 6 machines cannot run Reader X. So your other test machine is not a good one to use. I would expect that the graphics chipset is the problem as strange as that may be. But before jumping to that conclusion, try turning of all video acceleration.

[Guest]

Yup - we installed IE8 on the laptop and have removed SAV completely, no joy - will try the Video Drivers next

[Guest]

All Video Acc turned off, Video drivers updated. machine Moved to an OU to exclude all

Group Policy Settings, logged on as local admin - still no joy.

[AbhigyanModi]

see http://kb2.adobe.com/cps/860/cpsid_86063.html#main_antivirus

[Guest]

Have uninstalled SAV still not working - will be looking at Video drivers etc next.

[AbhigyanModi]

video drivers are very unlikely to cause a problem. any other virus/malware scanning, privacy control tools?

[Guest]

No. We will have a look over the weekend and try processmon etc. Really frustrating that the app doesn't write a log or something to show what is tripping the error screen.

I take it others have this working on XP SP3 with IE8?

Thanks for the reply - any more suggestions gratefully received!

Wayne Eland, Westpac NZ

Desktop Services Manager

Mob 027 206 2364

Desk 04 494 9271

L1 Optimation House, 1 Grey St, Wellington

Sent from Mobile.

[Guest]

Reader X has a log for troubleshooting Protected Mode - see Edit / Preferences / General / Create Protected mode log file

[Guest]

That tickbox doesn't appear - seen it on the win 7 installs - which all work fine!.

Wayne Eland, Westpac NZ

Desktop Services Manager

Mob 027 206 2364

Desk 04 494 9271

L1 Optimation House, 1 Grey St, Wellington

Sent from Mobile.

[ManishPali]

If SAV is not a problem then probably you have some other software installed which interferes with the Reader X launch. If possible, could you please provide the list of software installed on you system? If not then could you please let us know if you have any program which falls in following category?

1. Registry manipulator/checker

2. System Performance booster like System Mechanic

3. Custom memory manager

4. Any software which meant for securing system from malware attacks

Thanks

[Guest]

Hi

thanks for the reply - it is a locked down corporate environment and we have no software that fits into the four categories you mention.

Bit of a head scratcher!

[ManishPali]

Could you please try the folowing?

1. Download process explorer from http://technet.microsoft.com/en-us/sysinternals/bb896653.aspx and luanch it

2. Try to launch Reader X, you wil get incompatibility dialog, let it be there,

3. Locate Acrord32.exe in Procress Explorer, select first one and Press Ctrl+D. In lower pane you will see dlls loaded in process.

4. Choose File->Save As from process explorer and save the file as text file. This will save the list of dll into text file

5. Repeat Step 3 and 4 for second(child) process.

Please attach both the txt file in forum post.

[Guest]

Ok thanks for that - have done it on a couple of  machines - in both

instances could only see one Acrord32 process running

attached below

A HP DC7900

PID CPU Description Company Name
0 98.44 
n/a  Hardware Interrupts
n/a  Deferred Procedure Calls
4  
  608  Windows NT Session Manager Microsoft Corporation
   664  Client Server Runtime Process Microsoft Corporation
   688  Windows NT Logon Application Microsoft Corporation
    740  Services and Controller app Microsoft Corporation
     916  Generic Host Process for Win32 Services Microsoft Corporation
      3108  WMI Microsoft Corporation
      3804  WMI Microsoft Corporation
      3396  WMI Microsoft Corporation
      996  SMS Remote Client UI Local Server Microsoft Corporation
     1000  Generic Host Process for Win32 Services Microsoft Corporation
     1096  Generic Host Process for Win32 Services Microsoft Corporation
      4900 1.56 Sysinternals Process Explorer Sysinternals
     1144  Generic Host Process for Win32 Services Microsoft Corporation
     1252  Generic Host Process for Win32 Services Microsoft Corporation
     1276  Symantec Settings Manager Service Symantec Corporation
     1752  Symantec Event Manager Service Symantec Corporation
     1844  SPBBC Service Symantec Corporation
     2016  Generic Host Process for Win32 Services Microsoft Corporation
     188  MS DTC console program Microsoft Corporation
     416  Content Index service Microsoft Corporation
      2540  Indexing Service filter daemon Microsoft Corporation
      3676  Indexing Service filter daemon Microsoft Corporation
     432  Virus Definition Daemon Symantec Corporation
     472  IBM Lotus Notes/Domino IBM Corp
     500  Machine Debug Manager Microsoft Corporation
     376  IBM Lotus Notes/Domino IBM Corp
     544  NightWatchman Service 1E
      1212  NightWatchman5.0 Client 1E
     1036  
     1068  SAVRoam symantec
     1472  Microsoft Application Virtualization Virtual Service Agent Microsoft Corporation
     1516  Generic Host Process for Win32 Services Microsoft Corporation
     1548  Symantec AntiVirus Symantec Corporation
     1592  Windows User Mode Driver Manager Microsoft Corporation
     1628  User Profile Hive Cleanup Service Microsoft Corporation
     1672  Proxy agent service for 1E WakeUp 1E
     2056  Microsoft Windows Search Indexer Microsoft Corporation
      3652  Microsoft Windows Search Protocol Host Microsoft Corporation
      5952  Microsoft Windows Search Filter Host Microsoft Corporation
     2108  CCM Executive Microsoft Corporation
     2152  Message Queuing Service Microsoft Corporation
     2236  Microsoft Application Virtualization Client Service Microsoft Corporation
     2468  
     5636  Microsoft Office Software Protection Platform Service Microsoft Corporation
     6076  Spooler SubSystem App Microsoft Corporation
     5080  Windows® installer Microsoft Corporation
    752  LSA Shell (Export Version) Microsoft Corporation
    1060  Microsoft Application Virtualization Desktop Configuration Controller Microsoft Corporation
    756  RDP Clip Monitor Microsoft Corporation
   4968  Client Server Runtime Process Microsoft Corporation
   5368  Windows NT Logon Application Microsoft Corporation
4020  CTF Loader Microsoft Corporation
3292  Windows Explorer Microsoft Corporation
1156  SMax4PNP Analog Devices, Inc.
2400  
3924  Symantec User Session Symantec Corporation
3840  AcroTray Adobe Systems Inc.
276  Windows Search System Tray Microsoft Corporation
1864  Password Safe Application SourceForge.net
5992  Internet Explorer Microsoft Corporation
  256  Internet Explorer Microsoft Corporation
  5628  Internet Explorer Microsoft Corporation
2432  Microsoft (R) Windows Based Script Host Microsoft Corporation
5104  Adobe Reader  Adobe Systems Incorporated
668  
3008  Microsoft Application Virtualization Client Tray Microsoft Corporation
5920  
5668  
3816  IBM Lotus Notes/Domino IBM Corp
5688  IBM Lotus Notes/Domino IBM Corp
5912  
4960  
5360  CTF Loader Microsoft Corporation

Process: AcroRd32.exe Pid: 5104

Name Description Company Name Version
AcroRd32.exe Adobe Reader  Adobe Systems Incorporated 10.00.0000.0396
advapi32.dll Advanced Windows 32 Base API Microsoft Corporation 5.01.2600.5755
clbcatq.dll  Microsoft Corporation 2001.12.4414.0700
comctl32.dll User Experience Controls Library Microsoft Corporation 6.00.2900.6028
comres.dll  Microsoft Corporation 2001.12.4414.0700
ctype.nls  
gdi32.dll GDI Client DLL Microsoft Corporation 5.01.2600.5512
imm32.dll Windows XP IMM32 API Client DLL Microsoft Corporation 5.01.2600.5512
kernel32.dll Windows NT BASE API Client DLL Microsoft Corporation 5.01.2600.5781
locale.nls  
mapi32.dll Extended MAPI 1.0 for Windows NT Microsoft Corporation 1.00.2536.0000
msctf.dll MSCTF Server DLL Microsoft Corporation 5.01.2600.5512
msctfime.ime Microsoft Text Frame Work Service IME Microsoft Corporation 5.01.2600.5512
mslbui.dll LangageBar Add In Microsoft Corporation 5.01.2600.5512
msvcrt.dll Windows NT CRT DLL Microsoft Corporation 7.00.2600.5512
netapi32.dll Net Win32 API DLL Microsoft Corporation 5.01.2600.5512
ntdll.dll NT Layer DLL Microsoft Corporation 5.01.2600.5755
ntmarta.dll Windows NT MARTA provider Microsoft Corporation 5.01.2600.5512
ole32.dll Microsoft OLE for Windows Microsoft Corporation 5.01.2600.6010
oleaut32.dll  Microsoft Corporation 5.01.2600.5512
psapi.dll Process Status Helper Microsoft Corporation 5.01.2600.5512
rdpsnd.dll Terminal Server MultiMedia Driver Microsoft Corporation 5.01.2600.5512
rpcrt4.dll Remote Procedure Call Runtime Microsoft Corporation 5.01.2600.6022
samlib.dll SAM Library DLL Microsoft Corporation 5.01.2600.5512
secur32.dll Security Support Provider Interface Microsoft Corporation 5.01.2600.5753
shell32.dll Windows Shell Common Dll Microsoft Corporation 6.00.2900.6018
shlwapi.dll Shell Light-weight Utility Library Microsoft Corporation 6.00.2900.5912
sortkey.nls  
sorttbls.nls  
unicode.nls  
user32.dll Windows XP USER API Client DLL Microsoft Corporation 5.01.2600.5512
uxtheme.dll Microsoft UxTheme Library Microsoft Corporation 6.00.2900.5512
version.dll Version Checking and File Installation Libraries Microsoft Corporation 5.01.2600.5512
winmm.dll MCI API DLL Microsoft Corporation 5.01.2600.5512
winspool.drv Windows Spooler Driver Microsoft Corporation 5.01.2600.5512
winsta.dll Winstation Library Microsoft Corporation 5.01.2600.5512
wldap32.dll Win32 LDAP API DLL Microsoft Corporation 5.01.2600.5512

a Lenovo X301 .....stripped of AV etc

PID CPU Description Company Name
0 94.62 
n/a  Hardware Interrupts
n/a 0.77 Deferred Procedure Calls
4  
  1216  Windows NT Session Manager Microsoft Corporation
   1288 0.77 Client Server Runtime Process Microsoft Corporation
   1312  Windows NT Logon Application Microsoft Corporation
    1356 2.31 Services and Controller app Microsoft Corporation
     1516  ThinkPad Power Management Service Lenovo
     1544  Generic Host Process for Win32 Services Microsoft Corporation
     1652  Generic Host Process for Win32 Services Microsoft Corporation
     1692  Generic Host Process for Win32 Services Microsoft Corporation
     1736  Generic Host Process for Win32 Services Microsoft Corporation
     1768  Generic Host Process for Win32 Services Microsoft Corporation
     1796  Spooler SubSystem App Microsoft Corporation
     1992  Generic Host Process for Win32 Services Microsoft Corporation
     2044  Cisco Systems VPN Client Cisco Systems, Inc.
     196  Provides Encryption Anywhere services for the Client Console. GuardianEdge Technologies, Inc.
      2160  EAFRCliADSIComm Application GuardianEdge Technologies, Inc.
     228  Machine Debug Manager Microsoft Corporation
     280 0.77 Generic Host Process for Win32 Services Microsoft Corporation
     320  Windows User Mode Driver Manager Microsoft Corporation
    1368  LSA Shell (Export Version) Microsoft Corporation
2004  Windows Explorer Microsoft Corporation
1620 0.77 Alps Pointing-device Driver Alps Electric Co., Ltd.
  1712  ApMsgFwd Alps Electric Co., Ltd.
268  Sierra Wireless Updater  Sierra Wireless, Inc.
2000  WatcherHelper Application Sierra Wireless Inc.
1848  Encryption Anywhere Client Application GuardianEdge Technologies, Inc.
744  CTF Loader Microsoft Corporation
2692  Sysinternals Process Explorer Sysinternals
2496  Adobe Reader  Adobe Systems Incorporated
2036  Alps Pointing-device Driver for Windows NT/2000/XP/Vista Alps Electric Co., Ltd.

Process: AcroRd32.exe Pid: 2496

Name Description Company Name Version
AcroRd32.exe Adobe Reader  Adobe Systems Incorporated 10.00.0000.0396

advapi32.dll Advanced Windows 32 Base API Microsoft Corporation 5.01.2600.5755
clbcatq.dll  Microsoft Corporation 2001.12.4414.0700
comctl32.dll User Experience Controls Library Microsoft Corporation 6.00.2900.6028
comres.dll  Microsoft Corporation 2001.12.4414.0700
ctype.nls  
gdi32.dll GDI Client DLL Microsoft Corporation 5.01.2600.5512
imm32.dll Windows XP IMM32 API Client DLL Microsoft Corporation 5.01.2600.5512
kernel32.dll Windows NT BASE API Client DLL Microsoft Corporation 5.01.2600.5781
locale.nls  
mapi32.dll Extended MAPI 1.0 for Windows NT Microsoft Corporation 1.00.2536.0000
MSCTF.dll MSCTF Server DLL Microsoft Corporation 5.01.2600.5512
MSCTFIME.IME Microsoft Text Frame Work Service IME Microsoft Corporation 5.01.2600.5512
mslbui.dll LangageBar Add In Microsoft Corporation 5.01.2600.5512
msvcrt.dll Windows NT CRT DLL Microsoft Corporation 7.00.2600.5512
ntdll.dll NT Layer DLL Microsoft Corporation 5.01.2600.5755
ntmarta.dll Windows NT MARTA provider Microsoft Corporation 5.01.2600.5512
ole32.dll Microsoft OLE for Windows Microsoft Corporation 5.01.2600.6010
oleaut32.dll  Microsoft Corporation 5.01.2600.5512
rpcrt4.dll Remote Procedure Call Runtime Microsoft Corporation 5.01.2600.6022
samlib.dll SAM Library DLL Microsoft Corporation 5.01.2600.5512
secur32.dll Security Support Provider Interface Microsoft Corporation 5.01.2600.5753
shell32.dll Windows Shell Common Dll Microsoft Corporation 6.00.2900.6018
shlwapi.dll Shell Light-weight Utility Library Microsoft Corporation 6.00.2900.5912
sortkey.nls  
sorttbls.nls  
unicode.nls  
user32.dll Windows XP USER API Client DLL Microsoft Corporation 5.01.2600.5512
uxtheme.dll Microsoft UxTheme Library Microsoft Corporation 6.00.2900.5512
version.dll Version Checking and File Installation Libraries Microsoft Corporation 5.01.2600.5512
winmm.dll MCI API DLL Microsoft Corporation 5.01.2600.5512
winspool.drv Windows Spooler Driver Microsoft Corporation 5.01.2600.5512
wldap32.dll Win32 LDAP API DLL Microsoft Corporation 5.01.2600.5512

[arun_aneja]

It will show 1 AcroRd.exe only as you are running in non-sandbox mode.

Moreover, I do see some Guardian Edge products running on your system (the one which is stripped of AV etc). Guardian Edge is acquired by Symantec and provides data encryption technology.

Can you please uninstall/disable all Symantec related products and provide the path of installation also?

[Guest]

Yup - am rebuilding it again now to strip off the encryption

Install Path is in this thread at the top :-

Installed Acrobat: C:\Program Files\Adobe\Reader 10.0\Reader\AcroRd32.exe

[arun_aneja]

ANNOUNCEMENT: Would you like to help us improve Adobe Reader?

Hi All,

We have had a few bug reports related to Adobe Reader X protected mode coming in from you in this forum. We have addressed a large number of them in our upcoming Reader update and we would like to hear your feedback.

To that extent, we would like to invite you to the Adobe Reader Prerelease program and try out the latest build. To participate, please fill in the form available at https://www.adobe.com/cfusion/mmform/index.cfm?name=reader_prerelease_ interest and indicate Adobe Reader as the product of your interest.

We look forward to your active participation, feedback and help towards making Reader a better product.

Thanks and regards,
Adobe Prerelease Team

[Guest]

Hi Arun, that link results in a page not found error

[AbhigyanModi]

Please try : https://www.adobe.com/cfusion/mmform/index.cfm?name=reader_prerelease_interest

[Guest]

I did see a difference between the XP system I have with the problem and other XP machines.  There is a Create Protected Mode log file checkbox on all machines except the one with the problem.  I have over 200 systems and only one has this problem.  I am running the latest reader 10.1.1 and there is no Anti-Virus or other protection programs running.  I have even tried removing it from the domain and using a local account.  Also, I have removed and cleand from the registry and local disk all of the Adove products and anything else I could and reinstalled the reader with the same result.  I also tried all the other things listed in this forum.  The only other thing to do would be reinstalling Windows.  Last is that this machine was working properly for the last few weeks and only started having this problem two days ago.  No other software was installed during that period.

[chrisfromiowa]

Hello, I dont know if this needs to be answered but I had the problem today and thought someone might need it. 

During install with the Indexing Service Filter Daemon message still open;

1) right click on My Computer

2) select Manage

3) double click Services and Applications

4) right click Indexing Service

5) select Pause

6) in the Adobe X install message window, click Retry

7) right click Indexing Service

8) select Start

9) say woo hoo!