3 Replies Latest reply on Oct 30, 2017 3:29 PM by billg17257765

    10 installations+ of Acrobat X Pro stopped working in the same day

    prepressdm

      We have Acrobat X Pro installed on multiple computers on different operating systems (Windows 7 and windows 10 64bit) With either a standalone Acrobat X Pro or one that came with CS5.5 or CS6 that all have stopped working today October 30th, 2017. These computers are on different networks at different locations.

       

      I spoke with another IT professional and he said they have had 14 installations stop working as well so far as of yesterday October 29th, 2017.

       

      I have tried many of the general fixes to no avail. Including uninstalling, running the appropriate removal tool and reinstalling.

       

      Here's the symptoms:

      Clicking on acrobat.exe: mouse curser changes for a second and then nothing.

      Shift-clicking on Acrobat.exe: starts up, crashes after ten seconds.

       

      After completely removing and reinstalling, I am unable to get it to launch even with holding down shift and running the executable.

       

      Below is the log from AMT.log after such a symptom

       

      Yes, I know this is no longer supported. However, having nationwide issues all on the same day with various installations tells me Adobe did something in regards to their licensing or something that affects Acrobat X Pro.

       

       

       

      2017-10-30 11:43:10 [1696]  SLCoreService: Query license: type = 3, duration = permanent, remaining = permanent.

      2017-10-30 11:43:10 [1696]  ALM: _time_: (func: ALM_License_SilentValidate, duration: 0.031 sec)

      2017-10-30 11:43:10 [1696]  ALM: _info_: ALM_License_SilentValidate return license status: Valid And Activated

      2017-10-30 11:43:10 [1696]  AMT: License check shows serialized product is already activated.

      2017-10-30 11:43:10 [1696]  ALM: _info_: Entered ALM_NeedANAG

      2017-10-30 11:43:10 [1696]  PCDService: No value for key [ADOBEID] in hive [970785689564149183440050] in cache.

      2017-10-30 11:43:10 [1696]  PCDService: No value for key [ClaimStatus] in hive [970785689564149183440050] in cache.

      2017-10-30 11:43:10 [1696]  ALM: _info_: Exiting ALM_NeedANAG

      2017-10-30 11:43:10 [1696]  PCDService: No value for key [AdobeUpdaterCodeV2] in hive [{AC76BA86-1033-F400-7760-000000000005}] in master.

      2017-10-30 11:43:10 [1696]  PCDService: No value for key [AdobeUpdaterCodeV2] in hive [{AC76BA86-1033-F400-7760-000000000005}] in master.

      2017-10-30 11:43:10 [1696]  PCDService: No value for key [Updates] in hive [{AC76BA86-1033-F400-7760-000000000005}] in master.

      2017-10-30 11:43:10 [1696]  PCDService: No value for key [Updates] in hive [{AC76BA86-1033-F400-7760-000000000005}] in master.

      2017-10-30 11:43:10 [1696]  AUMService: config: No AdobeUpdaterCode found in configuration; AUM will be disabled.

      2017-10-30 11:43:10 [1696]  ServiceLoader: looking for library C:\Program Files (x86)\Adobe\Acrobat 10.0\Acrobat\updaternotifications.dll

      2017-10-30 11:43:10 [1696]  ServiceLoader: looking for library C:\Windows\system32\updaternotifications.dll

      2017-10-30 11:43:10 [1696]  ServiceLoader: Failed to find updaternotifications.dll

      2017-10-30 11:43:10 [1696]  AUMService: IsUpdaterEnabled call

      2017-10-30 11:43:10 [1696]  ServiceLoader: Symbol UpdaterNotificationsIsUpdaterEnabled can't be found in library updaternotifications.dll because the library has not been added to the loader

      2017-10-30 11:43:10 [1696]  AUMService: Could not load function UpdaterNotificationsIsUpdaterEnabled

      2017-10-30 11:43:10 [1696]  ALM: _info_: Deactivation menu is enabled

      2017-10-30 11:43:10 [1696]  PCDService: No value for key [ADOBEID] in hive [970785689564149183440050] in cache.

      2017-10-30 11:43:10 [1696]  AMT: Completed Launch Workflow successfully.

      2017-10-30 11:43:10 [1696]  AMT: Calling AUM API to create scheduler entry to be used by updater.

      2017-10-30 11:43:10 [1696]  PCDService: No value for key [AdobeUpdaterCodeV2] in hive [{AC76BA86-1033-F400-7760-000000000005}] in master.

      2017-10-30 11:43:10 [1696]  PCDService: No value for key [AdobeUpdaterCodeV2] in hive [{AC76BA86-1033-F400-7760-000000000005}] in master.

      2017-10-30 11:43:10 [1696]  PCDService: No value for key [Updates] in hive [{AC76BA86-1033-F400-7760-000000000005}] in master.

      2017-10-30 11:43:10 [1696]  PCDService: No value for key [Updates] in hive [{AC76BA86-1033-F400-7760-000000000005}] in master.

      2017-10-30 11:43:10 [1696]  AUMService: config: No AdobeUpdaterCode found in configuration; AUM will be disabled.

      2017-10-30 11:43:10 [1696]  ServiceLoader: looking for library C:\Program Files (x86)\Adobe\Acrobat 10.0\Acrobat\updaternotifications.dll

      2017-10-30 11:43:10 [1696]  ServiceLoader: looking for library C:\Windows\system32\updaternotifications.dll

      2017-10-30 11:43:10 [1696]  ServiceLoader: Failed to find updaternotifications.dll

      2017-10-30 11:43:10 [1696]  AUMService: IsUpdaterEnabled call

      2017-10-30 11:43:10 [1696]  ServiceLoader: Symbol UpdaterNotificationsIsUpdaterEnabled can't be found in library updaternotifications.dll because the library has not been added to the loader

      2017-10-30 11:43:10 [1696]  AUMService: Could not load function UpdaterNotificationsIsUpdaterEnabled

      2017-10-30 11:43:10 [1696]  AMT: Updater is not enabled by admin.

      2017-10-30 11:43:10 [1696]  AMT: Checking client features against cache.

      2017-10-30 11:43:10 [1696]  AMT: Feature Acrobat 10.0 is licensed (was licensed).

      2017-10-30 11:43:10 [1696]  AMT: Feature Acrobat_Viewer 10.0 is unlicensed (was unlicensed).

      2017-10-30 11:43:10 [1696]  AMT: Feature Acrobat_Distiller 10.0 is licensed (was licensed).

      2017-10-30 11:43:10 [1696]  AMT: Feature Shared_Designer 10.0 is unlicensed (was unlicensed).

      2017-10-30 11:43:10 [1696]  AMT: Feature Acrobat_DeepExploration 10.0 is unlicensed (was unlicensed).

      2017-10-30 11:43:10 [1696]  AMT: Feature Acrobat_Presenter 10.0 is unlicensed (was unlicensed).

      2017-10-30 11:43:10 [1696]  AMT: Feature AMT_ALLOW_DRAGDROP_INSTALL 3.0 is unlicensed (was unlicensed).

      2017-10-30 11:43:10 [1696]  AMT: Validating client product info against cache.

      2017-10-30 11:43:10 [1696]  AMT: Starting Data Collection for SWTag_Init()

      2017-10-30 11:43:10 [1696]  AMT: DoISOTagging() productCanonicalLEID = AcrobatPro-AS1-Win-GM;outMappedLEID =  AcrobatPro-AS1-Win-GM, unused = AcrobatPro-AS1-Win-GM

      2017-10-30 11:43:10 [1696]  AMT: DoISOTagging() productPayloadCode = {AC76BA86-1033-F400-7760-000000000005};driverPayloadCode =  {AC76BA86-1033-F400-7760-000000000005}

      2017-10-30 11:43:10 [1696]  AMT: SWTag_Init() Tags Arguments Acrobat X Pro; AcrobatPro-AS1-Win-GM; MUL

      2017-10-30 11:43:10 [1696]  AMT: DoISOTagging() License Status = activated

      2017-10-30 11:43:10 [1696]  AMT: DoISOTagging() Tags 970785689564149183440050; 10.0; VOLUME

      2017-10-30 11:43:10 [1696]  AMT: DoISOTagging() Product Version 10; 0

      2017-10-30 11:43:10 [1696]  AMT: AMT: Product License PreValidated.

      2017-10-30 11:43:10 [1696]  AMT: Prevalidate indicates license is good and no UI required.

      2017-10-30 11:43:10 [1696]  performance: PreValidate thread took 44.985409 ms

      2017-10-30 11:44:24 [1696]  PCDService: No value for key [AdobeUpdaterCodeV2] in hive [{AC76BA86-1033-F400-7760-000000000005}] in master.

      2017-10-30 11:44:24 [1696]  PCDService: No value for key [AdobeUpdaterCodeV2] in hive [{AC76BA86-1033-F400-7760-000000000005}] in master.

      2017-10-30 11:44:24 [1696]  PCDService: No value for key [Updates] in hive [{AC76BA86-1033-F400-7760-000000000005}] in master.

      2017-10-30 11:44:24 [1696]  PCDService: No value for key [Updates] in hive [{AC76BA86-1033-F400-7760-000000000005}] in master.

      2017-10-30 11:44:24 [1696]  AUMService: config: No AdobeUpdaterCode found in configuration; AUM will be disabled.

      2017-10-30 11:44:24 [1696]  ServiceLoader: looking for library C:\Program Files (x86)\Adobe\Acrobat 10.0\Acrobat\updaternotifications.dll

      2017-10-30 11:44:24 [1696]  ServiceLoader: looking for library C:\Windows\system32\updaternotifications.dll

      2017-10-30 11:44:24 [1696]  ServiceLoader: Failed to find updaternotifications.dll

      2017-10-30 11:44:24 [1696]  ALMService: Terminating

      2017-10-30 11:44:24 [1696]  SLCoreService: Shutting down SLCore 1.5 Release (build 1.5.21.224873).

      2017-10-30 11:44:24 [1696]  SLCoreService: Service destruction took 0.9 ms and succeed.

      2017-10-30 11:44:24 [1696]  ALM: _info_: End ALM

      2017-10-30 11:44:24 [1696]  performance: AMTReleaseProductLicense took 3.536109 ms

      2017-10-30 11:44:24 [1696]  AMT: END SESSION.