12 Replies Latest reply: Mar 12, 2012 5:00 PM by doodadoo RSS

    An internal error occurred

    jtsfoto Community Member

      I get the error message on Reader x and Acrobat X "An internal error occurred" and displays a blank page when trying to open a pdf file that is pasword proptected.

      It appears that it has opened the document when I check the secuity properties, only Securty is set to Aloowed all the rest are set to Not Allowed.

      I tried printing the document and Reader crashes with "Adobe Reader has stopped working".

       

      It works on 9.4.2 (Reader and Acrobat)  and opens and displays the document correctly.

       

      Adobe have cocked-up 10. Unusual for Adobe, but sadly, true. I am going back to 9.4.2.

        • 1. Re: An internal error occurred
          lnayal Adobe Employee

          Which one is the owner to open a pdf file Acrobat X or Reader X? You can check this by double clicking any pdf file and whichever application launches pdf file (Acrobat X or Reader X). If it gets launch in Reader X then try once in sandboxing mode off and then try launching this pdf.

           

          For disable sandbox mode off follow these steps

           

          1. Launch Reader X

          2. Go to Edit option -> Preferences-> General

          3. There is an option Enable protected mode at start up (Highlighted in the image below)

          4. Uncheck the checkbox and quit reader

          5. Then try launching your pdf file

           

          prefrences.JPG

           

          Are you facing this error with all pdf files or this specific file?

          • 2. Re: An internal error occurred
            jtsfoto Community Member

            Hi Inayal,

             

            I've installed Reader 9.4.2 and made it my default reader device to get around the problem.

             

            It is with Acrobat X that I have the problem.

             

            The problem is with all protected PDF files. Unprotected files work fine. Unfortunately, the protected files are usually business related, invoices, quotes, etc.

             

            What do I change in Acrobat X to make it work?

             

            I will try what you suggested for Reader X.

             

            Many thanks

             

            John

            • 3. Re: An internal error occurred
              lnayal Adobe Employee

              Do you get that error when you launch the protected pdf in Acrobat X? Can you try repair for Acrobat X?

              • 4. Re: An internal error occurred
                jtsfoto Community Member

                Hi Inayal,

                 

                I get it opening Acrobat X and have tried a repair for Acrobat X. Still does not work. I have a friend who experiencing the exact same problem.

                 

                If you want, I can send you an example.

                 

                Thanks

                 

                John

                • 5. Re: An internal error occurred
                  Atanu Dhar Community Member

                  Dear user,

                   

                  Can you please share this particular file with us, the engineering team would like to have a look at this issue you have reported a bit closely.

                   

                  My email id is adhar@adobe.com . You can also copy atulagar@adobe.com which is my colleague's email id.

                   

                  Thanks again for taking the trouble to report this issue. After our investigations are over, we will be able to redress this pretty soon thereafter.

                  Sincerely,

                   

                  Atanu Dhar

                  • 6. Re: An internal error occurred
                    eriji Community Member

                    I see this problem constantly if Acrobat X has been open for a while (more than a couple of hours.

                     

                    ALL of the pdf's I am working with are created on this system, with this user.   There is no protection involved.

                     

                    I get repeated "An internal error occurred" messages, mostly just a blank message with a blank acrobat window (where the window was populated fine earlier.) 

                     

                    The error often occurs with a document that I've left open.

                     

                    Many of the documents, especially the recently created ones are pdf/a, although many are not.

                     

                    Almost all the documents are scanned and ocr'd so they have large volumes of images.     I do not remember having the error occur specificaly in a pdf that was not a scanned/ocr document, although I will not say it hasn't happened.

                     

                    There has not been a day that has gone by since installing Acrobat X that this problem has not occurred.

                     

                    I am trying to use Acrobat as a document processing system to scan index and store documents at a historical society, so this new "feature" of Acrobat X is infuriating and I am just about to downgrade to 9.4

                     

                    There is another absolutely constant error in Acrobat X, with scanning the back sides of a document, that Acrobat X always cause a fatal error and close, so you lose the 1st side of the document scans.

                     

                    This happens on multiple scanners in multiple locations.  The scanners are a mix of brand new and old scanners.

                     

                    Neither of the problems existed in Acrobat 9.     We have not changed anything in the way we work, after upgrading to Acrobat X, we haven't had time to even use any of the new features, all the time has been taken recovering from errors.

                     

                    No cheers for Acrobat X.   Sort of like Windows Vista ... it looks pretty now, but it doesn't work reliably anymore.

                    • 7. Re: An internal error occurred
                      Jon-Hall Community Member

                      Have you had any luck yet? I have a user who has had the same problem since upgrading to Acrobat X. Often times, the error messages are completely blank, but on occasion the above quoted message is visible.

                       

                      Not knowing about this thread, I started a new one under Acrobat: http://forums.adobe.com/thread/844510

                      • 8. Re: An internal error occurred
                        jtsfoto Community Member

                        HI Jon-Hall,

                         

                        I have had an email from Atul whosaid that the problem I was experiencing had been identified and that the engineering team is working on it.

                         

                        So far no news on when the fix will be made available.

                         

                        Regards

                         

                        John

                        • 9. Re: An internal error occurred
                          Jon-Hall Community Member

                          John,

                           

                          Thank you for replying with an update. I just found out that we have two other users with the exact same problems, so now we have at least three users whose Acrobat gets corrupted after it's been open for a long time. How long is too long, I can't say...

                           

                          Thanks again,

                          Jon

                          • 10. Re: An internal error occurred
                            urn27 Community Member

                            This is a famous error that I tend to get no matter what version I may be running.  I always seem to get it randomly.

                            • 11. Re: An internal error occurred
                              Jon-Hall Community Member

                              John,

                              I installed the 10.1 patch on 6/14 and the user told me this morning the problem hasn't reappeared. I guess they found out the cause!

                               

                              Thank you, Adobe!

                              • 12. Re: An internal error occurred
                                doodadoo Community Member

                                Thanks Inayal! Your instructions to uncheck "Enable Protected Mode at startup". I can print the PDF file in Reader X now without any trouble. Problem solved for me. Thanks!

                                 

                                 

                                 

                                1. Feb 11, 2011 4:19 AM (in response to jtsfoto)

                                Re: An internal error occurred  

                                 

                                Which one is the owner to open a pdf file Acrobat X or Reader X? You can check this by double clicking any pdf file and whichever application launches pdf file (Acrobat X or Reader X). If it gets launch in Reader X then try once in sandboxing mode off and then try launching this pdf.

                                 

                                For disable sandbox mode off follow these steps

                                 

                                1. Launch Reader X

                                2. Go to Edit option -> Preferences-> General

                                3. There is an option Enable protected mode at start up (Highlighted in the image below)

                                4. Uncheck the checkbox and quit reader

                                5. Then try launching your pdf file

                                 

                                prefrences.JPG

                                 

                                Are you facing this error with all pdf files or this specific file?