7 Replies Latest reply: Apr 20, 2012 9:57 AM by CLDesign3 RSS

    I have Acrobat Pro X on my Win 7/64 Ultimate computer.  Acrobat Reader won't start.

    CLDesign3

      I have Acrobat Pro X and Acrobat X Reader on the same Win 7 64 computer.  Acrobat Reader won't start.  After a couple of hours of web and Adobe Support searching I spent $39 on paid support.   90 minutes later I am told by a Level 2 support specialist, we don't recommend you put Acrobat X Pro and Acrobat Reader X on the same machine because they conflict with one another.

       

      If this is true, why was this information so difficult to find ?   Why didn't the Level 1 support specialist know this ?   Why isn't it 2nd on the list for Adobe Reader installation Troubleshooting, just after try reinstalling the product.  

      Hundreds or thousands of people must be silently suffering with this problem on 64 bit Win 7 computers  (my 32 bit machine isn't having the problem).

       

      The "Adobe Reader has Stopped Working" error message is no where to be found.

       

      If you have ever had Acrobat Reader installed on your Win 7 PC, you have to remove it from the Registry.  Just changing the file type associations is not enough.   If it's a PDF and you are looking for files - the hover / file preview feature in (file) Explorer expects to use Reader, not Acrobat, so it stalls and occasionally locks up my system.

        • 1. Re: I have Acrobat Pro X on my Win 7/64 Ultimate computer.  Acrobat Reader won't start.
          Claudio González MVP

          As I understand things, Adobe has always recommended not to have both Acrobat and Reader installed in the same Win machine. This changed with the advent of versions X of these programs, which we have been told are compatible.

           

          If I had your problem, I think I would try running this fix from Microsoft: http://support.microsoft.com/mats/Program_Install_and_Uninstall to uninstall all traces of any versions of Acrobat and Reader in your system. To reinstall Reader, I would suggest downloading it from http://get.adobe.com/reader/enterprise/

          • 2. Re: I have Acrobat Pro X on my Win 7/64 Ultimate computer.  Acrobat Reader won't start.
            Ankit_Jain Adobe Employee

            Hi,

            Could you please let me know:

            1. The exact version of Adobe Acrobat and Reader installed on your system. You can check the same vy clicking on Help > About Adobe Acrobat/Reader

            2. The anti virus software installed on your system.

            3. Is there any specifc operation that is being performed that leads to the Adobe Reader ceasing to work.

            4. Does simply launching Adobe Reader (without launching any PDF) also cause the same behavior?

             

            Thanks

            Ankit

            • 3. Re: I have Acrobat Pro X on my Win 7/64 Ultimate computer.  Acrobat Reader won't start.
              CLDesign3 Community Member

              Hi Ankit,

               

              I have the most recent version of Acrobat X Pro (10.1.3) - with the Tetra 4D extension previously sold by Adobe and spun off last year.

               

              The conflict is with Reader 10 of any version.   I have tried 10.0.0   10.1.2  10.1.3.     When you launch Reader, it immediately reports "Reader has stopped working".   If you hover over a PDF in File Explorer it can still cause my computer to lock up.

               

              I have Norton Antivirus 360 v5  (most recent version, automatically updating)

               

              Reader 9.5.1 coexists with Acrobat X Pro just fine.    This problem originally appeared with the update to Reader 10 so it has been going on for months.    What made it critical to solve was purchasing an electronic signature application that requires Adobe Reader to run.    Prior to that, I had removed Reader from my system, and used Acrobat to open all relevant files.

               

              It doesn't matter whether or not the Tetra 4D plug in is installed or not.    Reader 10 doesn't launch ever under any circumstance.     There is a DLL that it says is the source of the problem.   Adobe didn't have another version of the DLL in question.

               

              Reader 10 has been uninstalled and reinstalled more than 10 times, using an administrator account.   Apparently Reader 9.5.1 doesn't use the DLL that is causing problems for Reader 10.

               

              Following up Claudio's comment above.  Thank you for the Microsoft link - that was helpful in getting file Explorer to not look for Reader X anymore.   Yes, downgrading to 9.5 fixes problem.  Don't know what other problems it creates.

               

              If the first two Adobe support people I spoke too didn't know that it is not recommended to have Acrobat and Reader on the same machine, and that information is very difficult to find on their support website  the search string "Acrobat Reader Conflict" does turn up 1 comment from a user saying - don't do that.   Then the problem is neither widely known or well documented.   Why isn't it in the installation process for Acrobat (we recommend removing Reader from your system - would you like us to ?).

               

              My guess is that this is either a corrupted DLL problem,  a Win 7 / 64 bit specific problem,  or a conflict new to the combination of Acrobat X and Reader X.

               

              Thanks

              Doug

              • 4. Re: I have Acrobat Pro X on my Win 7/64 Ultimate computer.  Acrobat Reader won't start.
                Ankit_Jain Adobe Employee

                Thanks a ton for the information provided. Could you please try out the following steps and see if it helps:

                1. Navigate to the Adobe Reader installation directory. (Generally it would be C:\Program Files (x86)\Adobe\Reader 10.0)

                2. Delete all the files and folders present in the directory. Ensure that the Reader\plug_ins directory is deleted.

                3. From the Programs and Features option in the Control Panel, Repair the installation.

                4. Restart the system if prompted to do so.

                5. Try and launch Reader and see if you are able to launch the same successfully.

                 

                Also, please try and see if disabling the antivirus software (temporarily) helps solve the problem.

                 

                Thanks

                Ankit

                • 5. Re: I have Acrobat Pro X on my Win 7/64 Ultimate computer.  Acrobat Reader won't start.
                  CLDesign3 Community Member

                  Hi Ankit,

                   

                  I had already followed the steps you outlined.   Adobe paid support did them again.   Did not fix the problem.    Does anyone have Win 7/64 running Acrobat X Pro and Reader X successfully ?   I have Window 7 Ultimate - with automatic updates.   I also have Adobe CS5 Design Premium.

                   

                  We didn't disable the antivirus software.   Norton makes no mention in its log that it had to do something or prevent something.    Reader reports a problem with a specific DLL as the reason why it can't launch.   Don't know where I get that DLL.

                   

                  I will check my computer for MalWare with the aggressive Norton tool.   I have had malware that made Internet Explorer unusable that was not found and killed by the regular Norton 360, but their online available tool found and killed it.   It would make sense that cyberscum would try to prevent you from reading PDF's.

                   

                  Are there any known instances of malware preventing Reader from launching ?

                   

                  Thanks

                   

                  Doug

                  • 6. Re: I have Acrobat Pro X on my Win 7/64 Ultimate computer.  Acrobat Reader won't start.
                    Ankit_Jain Adobe Employee

                    Thanks for trying out the suggestion again.

                     

                    Could you please let me know which DLL is it that is causing the problem? i.e. the name of the DLL.

                    • 7. Re: I have Acrobat Pro X on my Win 7/64 Ultimate computer.  Acrobat Reader won't start.
                      CLDesign3 Community Member

                      Problem Resolved.    The Reader X failure to launch problem was caused by a 3rd party application called PDF OwnerGard which I did not know I had.  It was installed with a documentation manual I purchased a while back.  One if it's DLL's had become corrupt and was also incompatible with the current version of Reader.  Since it is an encryption program and it's license had become corrupt, it simply prevented Reader from launching to keep you from reading stuff.   Armjisoft makers of PDF Ownergard have a fix.

                       

                      I learned the value of using Windows Event Viewer to determine why something isn't launching.   Many thanks and appreciation to Ankit_Jain for his very capable assistance in tracking down the problem.   I will be following up with Adobe Tech Support - they could have found this problem and I would have been happy to pay them to do that.

                       

                      Doug