15 Replies Latest reply on Jul 2, 2011 11:46 AM by Mindset Guru

    IE7 problem after update to 9.1

      XP Pro SP3 fully updated
      IE7 fully updated

      After updating to 9.1 IE7 always gives me the "encountered a problem and needs to close" message when I close an EMPTY (about:blank) browser.
      If I browse to any web page I can close IE7 normally without error.

      I notice this because I do not have any home page set other than about:blank and I always open an empty browser to delete browsing history and then close it again still empty.

      It is definitely caused by the 9.1 version. I rollbacked the update and the problem went away. As the update had removed 9.0, I reinstalled 9.1 from scratch (not an update) and the problem came back.

      I have removed 9.1 again and the problem has gone.

      I do not want to go back to 9.0 because of the security issues so am currently using another PDF viewer.

      Can anyone else reproduce this problem?
      Any fixes, workarounds would be greatly appreciated as I prefer adobe to other readers I have tried.
      Thanks
      Eddie E
        • 1. Re: IE7 problem after update to 9.1
          same issue: 9.1 reader is crashing IE when closing a window. a major annoyance and I phoned Adobe and they ( a rep in the south asia) were not helpful directing me to this forum but said they would make a note of it.

          i did uninstall 9.1 and it corrected the problem, however I was left without a reader as 9.0 is erased once it is updated to the "superior" 9.1.
          • 2. Re: IE7 problem after update to 9.1
            pwillener Level 8
            > I was left without a reader as 9.0 is erased

            Of course you have to reinstall 9.0 after you uninstalled 9.1 ...

            I tried to recreate, but closing IE7 with about:blank in the address bar just closes normally.

            Can you find any additional information in the Event Viewer?
            • 3. Re: IE7 problem after update to 9.1
              I had the same problem. A solution I found was to disable
              "Adobe PDF Link Helper" found under "Tools - Manage Add-ons"
              in the "Add-ons currently loaded in IE" section. So far I have not
              run into a problem after disabling this.
              • 4. Re: IE7 problem after update to 9.1
                I have had the same problem and like Keith Rossman I disabled the PDF Link Helper and this has seemed to have worked, no more problems so far. However it doesn't get to the root of the problem as to why this is happening in the first place. Very annoying I think you'd agree!?
                • 5. Re: IE7 problem after update to 9.1
                  Level 1
                  Thanks to all. I have reinstalled 9.1 and disabled PDF Link Helper as suggested and the problem is fixed. As Jonathan says it does not get to the root of the problem and, presumably, deactivating PDF Link Helper must have some down side. Does anybody know what it's supposed to do?
                  Thanks Again
                  • 6. Re: IE7 problem after update to 9.1
                    I had the same problem - the disabling fix worked for me. I am using IE 6. Thanks.
                    • 7. Re: IE7 problem after update to 9.1
                      I can confirm that this is definitely 100% a problem with the Adobe PDF Link Helper which is a Browser Helper Object. The error problem occurs even after completely uninstalling Adobe Reader 9.1 and then reinstalling it.
                      Every time I close my Internet Explorer (Version: 7.0.5730.11) web browser I get the following pop up error:

                      Internet Explorer has encountered a problem and needs to close. We are sorry for the inconvenience.

                      Clicking on the data error report link shows:
                      AppName: iexplore.exe AppVer: 7.0.6000.16791 ModName: unknown
                      ModVer: 0.0.0.0 Offset: 02167c81

                      Event Viewer has this Application Event ID: 1000
                      Faulting application iexplore.exe, version 7.0.6000.16791, faulting module unknown, version 0.0.0.0, fault address 0x02167c81.

                      File Location:
                      C:\Program Files\Common Files\Adobe\Acrobat\ActiveX\AcroIEHelperShim.dll

                      Registry keys and dependent keys (found by searching for AcroIEHelperShim):
                      18DF081C-E8AD-4283-A596-FA578C2EBDC3
                      77AB4812-5411-4EA9-8437-77AD0F230302
                      2991F100-D9C3-4243-82A2-A718747FC0CF
                      00020424-0000-0000-C000-000000000046
                      FDA6EEC2-325B-4E8A-A8C7-1C75DFBE72D5

                      It seems the only way to fix this problem is to disable the Adobe PDF Link Helper Browser Helper Object in Internet Explorer.
                      This can be done by choosing Tools-->Internet Options-->Programs tab-->Manage add-ons button-->Click on Adobe PDF Link Helper-->Disable-->OK.

                      I would hope Adobe will be addressing this important issue and provide a fix soon! I am a software developer myself and wasted too much time on figuring out this problem. I wonder how frustrated non-computer savvy users are when they experience these IE shutdown problems due to this.
                      I am guessing this bug was introduced due to the rush to get the latest security update implemented.
                      • 8. Re: IE7 problem after update to 9.1
                        We had very slow printing over the network and Adobe reader 9.1 would lock the user system when pulling a PDF. Our solution was to make sure each PC had XP SP3, if you are running XP.

                        Hope this helps!
                        • 9. Re: IE7 problem after update to 9.1
                          I have an employee whom upgraded her Adobe Reader to 9.1 and then she started having problems printing pdfs. I have tried several times reinstalling and it doesn't help. I changed her dpi to 600 on the printer as I read it is a temp fix because it is an issue with HP printers which we use. This did speed it up, but not actually fixing the problem. Then a few days later she said she was trying to access pdfs through IE, she gets the message saying there is a problem and it needs to close. So then I decided to make sure she had XP SP3 as stated above. She had SP2 so I upgraded it for her, but that didn't help the IE error. I really don't know what else to try, but it really upsets me that I have wasted so much time trying to figure out what is wrong. Here are the two errors she is getting in event viewer:

                          Error # 1

                          source: Application error
                          event id: 1000
                          description:
                          faulting application iexplorer.exe, version 7.0.6.000.16791, faulting module msvcr71.dll, version 7.10.3052.4, fault address 0x00010440

                          Error # 2

                          source: Application error
                          event id: 1001
                          description:
                          fault bucket 1138252771

                          Any help would be greatly appreciated!
                          • 10. Re: IE7 problem after update to 9.1
                            Level 1
                            1 more thing. I tried disabling the Adobe PDF Link Helper and that didn't do anything either.
                            • 11. Re: IE7 problem after update to 9.1
                              I have same problem.And I try to reinstall again.It's work
                              • 12. Re: IE7 problem after update to 9.1
                                ddewire

                                I deployed 9.1.1 to a large number of PCs a few weeks ago and Im starting to get reports of this same problem.  I can comfirm that disabling the add-in makes the problem go away but I have found that I can renable it and the problem has not returned.  Why it would need disabled/renabled after the update even though both IE and the PC have been restarted many times since the update I dont know.

                                 

                                Confirmed IE was hanging, tested several times

                                Ran IE without add-ons

                                Confirmed IE did not hang, tested several times

                                Ran IE normally

                                Reconfirmed IE hangs, tested several times

                                Disabled PDF add-in

                                Confirmed IE did not hang, tested several times

                                Renabled PDF add-in

                                Confirmed IE did not hang, tested several times

                                 

                                No clue how Im going to determine who is broke and who isnt without them reporting it.

                                • 13. Re: IE7 problem after update to 9.1
                                  jrjforever@att.net

                                    PLEASE HEL

                                  P ME FIX THIS!!!

                                  • 14. Re: IE7 problem after update to 9.1
                                    natalie st

                                    Are all of the registry keys the same for every computer, or we should search for ours?

                                     

                                    I can confirm that this is definitely 100% a problem with the Adobe PDF Link Helper which is a Browser Helper Object. The error problem occurs even after completely uninstalling Adobe Reader 9.1 and then reinstalling it.
                                    Every time I close my Internet Explorer (Version: 7.0.5730.11) web browser I get the following pop up error:

                                    Internet Explorer has encountered a problem and needs to close. We are sorry for the inconvenience.

                                    Clicking on the data error report link shows:
                                    AppName: iexplore.exe AppVer: 7.0.6000.16791 ModName: unknown
                                    ModVer: 0.0.0.0 Offset: 02167c81

                                    Event Viewer has this Application Event ID: 1000
                                    Faulting application iexplore.exe, version 7.0.6000.16791, faulting module unknown, version 0.0.0.0, fault address 0x02167c81.

                                    File Location:
                                    C:\Program Files\Common Files\Adobe\Acrobat\ActiveX\AcroIEHelperShim.dll

                                    Registry keys and dependent keys (found by searching for AcroIEHelperShim):
                                    18DF081C-E8AD-4283-A596-FA578C2EBDC3
                                    77AB4812-5411-4EA9-8437-77AD0F230302
                                    2991F100-D9C3-4243-82A2-A718747FC0CF
                                    00020424-0000-0000-C000-000000000046
                                    FDA6EEC2-325B-4E8A-A8C7-1C75DFBE72D5



                                    http://windows.microsoft.com/en-US/internet-explorer/help/ie-9panic attack treatment

                                     

                                    It seems the only way to fix this problem is to disable the Adobe PDF Link Helper Browser Helper Object in Internet Explorer.
                                    This can be done by choosing Tools-->Internet Options-->Programs tab-->Manage add-ons button-->Click on Adobe PDF Link Helper-->Disable-->OK.

                                    I would hope Adobe will be addressing this important issue and provide a fix soon! I am a software developer myself and wasted too much time on figuring out this problem. I wonder how frustrated non-computer savvy users are when they experience these IE shutdown problems due to this.
                                    I am guessing this bug was introduced due to the rush to get the latest security update implemented.

                                    • 15. Re: IE7 problem after update to 9.1
                                      Mindset Guru Level 1

                                      I have this problem with IE7 and what I do now because it is unhelpful is that I no longer use IE as my browser, in fact. I have moved over to Google Chrome browser and so far, to date, I have not had any difficulties at all. This is just one solution but it is the one which has helped me, so I hope you find this useful.