14 Replies Latest reply on Dec 30, 2009 10:54 AM by DavidKRe

    Adobe Reader 9.x crashes when opening some pdf files that work fine with Adobe Reader 8.x

      Adobe Reader 9 crashes when opening approximately 10% to 20% of the pdfs in my collection. The remaining 80% to 90% work without problems. The pdfs are launched by double-clicking the pdf file from Windows Explorer. The crashes occur with both v9.0 and v9.1. The pdfs that crash in v9.x work fine in older versions of Adobe Reader, such as v8.1.3. Furthermore, this behavior also occurs on all 3 virtual machine hosted on the same physical machine, with default Adobe Reader settings, for both v9.0 and v9.1. The virtual machines have little running in memory except standard Windows executables - i.e. they are fairly pristine. The operating systems for the virtual machines are XP SP3, XP SP2, and Windows Server 2003.

      Error message info in all cases:
      app=acrord32.exe
      app version=9.1.0.163
      module=jp2klib.dll
      module version=2.0.0.2579
      offset=0003277d

      Operating system for real computer: XP SP3
      CPU: 1333 MHz Athlon single core
      RAM: 1 GB

      To sum up, this problem happens on both a real computer running XP SP3, and also on all 3 virtual machines hosted on the same physical computer. I tried changing the Reader setting to not use hardware rendering, to no avail. I also tried various Data Execution Prevention settings in Windows, to no avail. All operating systems, the real and virtual ones, do not have problems with other programs that I use. I also tried a second machine with Adobe Reader v9.1 and the same exact problem pdfs, and had no issues. Thus, the problem happens on only one of the computers, but on the real and 3 virtual operating systems on that machine. There were no errors reported during any of the Reader installations. The virtual machines had no prior versions of Reader prior to Reader installation.
        • 1. Re: Adobe Reader 9.x crashes when opening some pdf files that work fine with Adobe Reader 8.x
          MichaelKazlow MVP & Adobe Community Professional
          Can you post a link to a problemsome file?

          It could be a Reader issue or a file issue. Adobe has pushed each new
          version of Reader to be stricter in its enforcement of pdf standards. So
          some old files do indeed not work on purpose. However, it could be an
          issue of Reader not working properly.

          Mike
          • 2. Re: Adobe Reader 9.x crashes when opening some pdf files that work fine with Adobe Reader 8.x
            Level 1
            Here is a link to one page of a problem pdf - http://ifile.it/4mapby1. I tested the pdf on one of the virtual machines with Reader v9.1, and it crashed, with same error results as above. On the real machine with v8.1.3, it works fine.
            • 3. Re: Adobe Reader 9.x crashes when opening some pdf files that work fine with Adobe Reader 8.x
              MichaelKazlow MVP & Adobe Community Professional
              Brian,

              The file hosting service you used doesn't work for me. I cannot download
              the file. It just appears to give me ads and more ads no matter what
              link I try to click. Can I suggest you repost on something easier like
              acrobat.com.

              ...Mike
              • 5. Re: Adobe Reader 9.x crashes when opening some pdf files that work fine with Adobe Reader 8.x
                MichaelKazlow MVP & Adobe Community Professional
                Boy drop.io is SLOW. It took several minutes for the link page to
                render. I've got the file, it works fine on my Acrobat 9.1 so it should
                be fine under Reader 9.1 as well. Off hand I'd say a hardware issue.
                Perhaps something as simple as insufficient RAM. 1 GB RAM is not much
                even for XP especially if the RAM is shared for video.

                Mike
                • 6. Re: Adobe Reader 9.x crashes when opening some pdf files that work fine with Adobe Reader 8.x
                  Level 1
                  I did further testing of 10 single page pdf files which I created from a single book. All 5 pdf files with images crashed in Reader v9.1. 0 of the 5 pdf files without images crashed in Reader v9.1. Reader v8.1.4 crashes on none of the 10 pdfs. Note that the crash always occurs in jp2klib.dll, which according to the file property description is 'JPEG2000 Core Library', which deals with images. So it seems the issue is in Adobe's jp2klib.dll, in combination with the hardware/software that I have. I used Microsoft's DirectX Diagnostic Tool to test DirectX, including visual tests of DirectDraw and Direct3D - everything worked as expected with no issues detected.<br /><br />Some information about my hardware:<br />Display drivers=Nvidia v84.21<br />Video card=GeForce FX 5200 with 128 MB RAM<br />CPU=AMD Athlon (single core)<br />System RAM=1024 MB in 3 DIMMs<br /><br />Further information about my hardware: (from the program System Information for Windows)<br /><br />Motherboard:<br />Manufacturer=ASUSTeK Computer INC.<br />Model=<A7V133><br />Version=REV 1.xx<br />Chipset Vendor=VIA Technologies Inc<br />Chipset Model=VT8363/5 KT133/KM133 System Controller<br />South Bridge=82C686B PCI to ISA Bridge<br />CPU=AMD Athlon<br />Cpu Socket=Slot A / Socket A [SOCKET A]<br />System Slots=5 PCI, 1 AGP<br />OnBoard devices=<unknown> (Disabled) Promise PDC20265<br />     <br />Memory Summary:<br />Location=System board or motherboard<br />Maximum Capacity=1536 MBytes<br />Memory Slots=3<br />Error Correction=None<br />Use=System memory<br /><br />CPU Info:<br />Number of CPU(s)=One Physical Processor / One Core / One Logical Processor<br />Vendor=AuthenticAMD<br />CPU Full Name=AMD Athlon<br />CPU Name=AMD Athlon(tm) Processor<br />CPU Code Name=Thunderbird<br />Technology=0.18µ<br />Platform Name=Slot A / Socket A<br />Type=Original OEM processor<br />FSB Mode=DDR<br />Type ID=0<br />CPU Clock=1323.68<br />L2 Cache Speed=1323.68 MHz<br />L2 Cache Speed=Full<br />CPU Family / Model / Stepping=6 / 4 / 4<br />L1 I-Cache=64 KB<br />L1 D-Cache=64 KB<br />L2 Cache=256 KB<br />RDMSR=00000000 00000000 00000000 00000000<br />MMX=Yes<br />MMX+=Yes<br />SSE=No<br />SSE2=No<br />SSE3=No<br />SSE4A=No<br />3DNow!=Yes<br />3DNow!+=Yes<br />DualCore=No<br />HyperThreading=No<br />AMD64=No<br />NX=No<br />VT=No<br />PowerNow!=No<br />LongHaul=No<br />LongRun=No<br />Architecture=x86<br /><br />Video:<br />AdapterCompatibility=NVIDIA<br />AdapterDACType=Integrated RAMDAC<br />AdapterRAM=128 MBytes<br />Availability=3<br />Caption=NVIDIA GeForce FX 5200<br />ConfigManagerErrorCode=0<br />ConfigManagerUserConfig=false<br />CurrentBitsPerPixel=32<br />CurrentHorizontalResolution=1280<br />CurrentNumberOfColors=4294967296<br />CurrentNumberOfColumns=0<br />CurrentNumberOfRows=0<br />CurrentRefreshRate=60<br />CurrentScanMode=4<br />CurrentVerticalResolution=1024<br />Description=NVIDIA GeForce FX 5200<br />DeviceID=VideoController1<br />DeviceSpecificPens=-1<br />DriverDate=20060309212900.000000-000<br />DriverVersion=6.14.10.8421<br />InfFilename=oem6.inf<br />InfSection=nv4_NV3x<br />InstalledDisplayDrivers=nv4_disp.dll<br />MaxRefreshRate=75<br />MinRefreshRate=60<br />Monochrome=false<br />Name=NVIDIA GeForce FX 5200<br />NumberOfColorPlanes=1<br />PNPDeviceID=PCI\VEN_10DEDEV_0322SUBSYS_91101462REV_A1\49AEDED500008<br />Status=OK<br />VideoArchitecture=5<br />VideoMemoryType=2<br />VideoModeDescription=1280 x 1024 x 4294967296 colors<br />VideoProcessor=GeForce FX 5200<br />BitsPerPel=32<br />DeviceName=NVIDIA GeForce FX 5200<br />DisplayFlags=0<br />DisplayFrequency=60<br />LogPixels=96<br />PelsHeight=1024<br />PelsWidth=1280<br />SettingID=NVIDIA GeForce FX 5200<br />SpecificationVersion=1025<br />BitsPerPixel=32<br />ColorPlanes=1<br />DeviceEntriesInAColorTable=-1<br />HorizontalResolution=1280<br />RefreshRate=60<br />VerticalResolution=1024<br />VideoMode=1280 by 1024 pixels, True Color, 60 Hertz<br />Video Bios Version=Version 4.34.20.22.00 <br />Video Bios Date=04/28/03<br />Name=GeForce FX 5200<br />Chip Type=GeForce FX 5200<br />DAC Type=Integrated RAMDAC<br />Memory=128 MBytes<br /><br />BIOS:<br />BIOS Version=ASUS   - 30303031, Award Medallion BIOS v6.0, Award Plug and Play BIOS Extension v1.0A, Award Modular BIOS v6.0<br />BIOS Date=04/23/02<br />BIOS Web Page=http://www.award.com<br />BIOS Vendor=Award Software, Inc.<br />Version=ASUS A7V-133 ACPI BIOS Revision 1009<br />Release=04/23/2002<br />BIOS Size=256 KB<br /><br />Memory:<br />Location=System board or motherboard<br />Maximum Capacity=1536 MBytes<br />Memory Slots=3<br />Error Correction=None<br />Use=System memory<br />Maximum Memory Module Size=1024 MBytes<br />Device Set=DIMM 1<br />Device Locator=DIMM 1<br />Capacity=256 MBytes<br />Memory Type=Synchronous DRAM<br />Data Width=64 bits<br />Form Factor=DIMM<br />Total Width=72 bits<br />Device Locator=DIMM 2<br />Capacity=256 MBytes<br />Memory Type=Synchronous DRAM<br />Data Width=64 bits<br />Form Factor=DIMM<br />Total Width=72 bits<br />Device Locator=DIMM 3<br />Capacity=512 MBytes<br />Memory Type=Synchronous DRAM<br />Data Width=64 bits<br />Form Factor=DIMM<br />Total Width=72 bits
                  • 7. Re: Adobe Reader 9.x crashes when opening some pdf files that work fine with Adobe Reader 8.x
                    MichaelKazlow MVP & Adobe Community Professional
                    Is there any video acceleration that can be turned off?

                    Mike
                    • 8. Re: Adobe Reader 9.x crashes when opening some pdf files that work fine with Adobe Reader 8.x
                      Level 1
                      Yes, I turned off video acceleration in my video card, but it made no difference.

                      Here is some information from Dr. Watson. It appears there is an illegal instruction being issued in JP2KLib.dll.

                      Exception number: c000001d (illegal instruction)

                      ...

                      *----> State Dump for Thread Id 0x980 <----*

                      eax=0000000c ebx=00000000 ecx=00000040 edx=021de290 esi=00000000 edi=021de27c
                      eip=033b277d esp=0012ddd0 ebp=0012dec0 iopl=0 nv up ei ng nz na po cy
                      cs=001b ss=0023 ds=0023 es=0023 fs=003b gs=0000 efl=00000287

                      *** ERROR: Symbol file could not be found. Defaulted to export symbols for E:\Program Files\Adobe\Reader 9.0\Reader\JP2KLib.dll -
                      function: JP2KLib!JP2KCodeStm__write
                      033b275f 44 inc esp
                      033b2760 2420 and al,0x20
                      033b2762 03c0 add eax,eax
                      033b2764 01442414 add [esp+0x14],eax
                      033b2768 03c8 add ecx,eax
                      033b276a 894c2418 mov [esp+0x18],ecx
                      033b276e 8b4d20 mov ecx,[ebp+0x20]
                      033b2771 3b5c2474 cmp ebx,[esp+0x74]
                      033b2775 8bf3 mov esi,ebx
                      033b2777 0f8db4010000 jnl JP2KLib!JP2KCodeStm__write+0xa29a (033b2931)
                      FAULT ->033b277d f30f100560af4003 movssx xmm0,dword ptr [JP2KLib+0x8af60 (0340af60)] ds:0023:0340af60=3c8a269f
                      033b2785 8b4c245c mov ecx,[esp+0x5c]
                      033b2789 f30f102d5caf4003 movssx xmm5,dword ptr [JP2KLib+0x8af5c (0340af5c)]
                      033b2791 f30f103558af4003 movssx xmm6,dword ptr [JP2KLib+0x8af58 (0340af58)]
                      033b2799 8b442450 mov eax,[esp+0x50]
                      033b279d 0fc6c000 shufps xmm0,xmm0,0x0
                      033b27a1 0f298424b0000000 movaps oword ptr [esp+0xb0],xmm0
                      033b27a9 f30f100554af4003 movssx xmm0,dword ptr [JP2KLib+0x8af54 (0340af54)]
                      033b27b1 0fc6c000 shufps xmm0,xmm0,0x0
                      033b27b5 0f29842490000000 movaps oword ptr [esp+0x90],xmm0
                      033b27bd f30f100550af4003 movssx xmm0,dword ptr [JP2KLib+0x8af50 (0340af50)]

                      *----> Stack Back Trace <----*
                      WARNING: Stack unwind information not available. Following frames may be wrong.
                      ChildEBP RetAddr Args to Child
                      0012dec0 033b31d3 021de278 02af7de4 00000000 JP2KLib!JP2KCodeStm__write+0xa0e6
                      00000004 00000000 00000000 00000000 00000000 JP2KLib!JP2KCodeStm__write+0xab3c

                      ...

                      *----> State Dump for Thread Id 0x88c <----*

                      eax=00000000 ebx=00000000 ecx=00169b70 edx=ffffffff esi=0016ab40 edi=00000100
                      eip=7c90e4f4 esp=0275fe18 ebp=0275ff80 iopl=0 nv up ei pl zr na po nc
                      cs=001b ss=0023 ds=0023 es=0023 fs=003b gs=0000 efl=00000246

                      *** ERROR: Symbol file could not be found. Defaulted to export symbols for E:\WINDOWS\system32\ntdll.dll -
                      function: ntdll!KiFastSystemCallRet
                      *** ERROR: Module load completed but symbols could not be loaded for E:\WINDOWS\system32\cmfdll32.dll
                      7c90e4da e829000000 call ntdll!RtlRaiseException (7c90e508)
                      7c90e4df 8b0424 mov eax,[esp]
                      7c90e4e2 8be5 mov esp,ebp
                      7c90e4e4 5d pop ebp
                      7c90e4e5 c3 ret
                      7c90e4e6 8da42400000000 lea esp,[esp]
                      7c90e4ed 8d4900 lea ecx,[ecx]
                      ntdll!KiFastSystemCall:
                      7c90e4f0 8bd4 mov edx,esp
                      7c90e4f2 0f34 sysenter
                      ntdll!KiFastSystemCallRet:
                      7c90e4f4 c3 ret
                      7c90e4f5 8da42400000000 lea esp,[esp]
                      7c90e4fc 8d642400 lea esp,[esp]
                      ntdll!KiIntSystemCall:
                      7c90e500 8d542408 lea edx,[esp+0x8]
                      7c90e504 cd2e int 2e
                      7c90e506 c3 ret
                      7c90e507 90 nop
                      ntdll!RtlRaiseException:
                      7c90e508 55 push ebp
                      7c90e509 8bec mov ebp,esp

                      *----> Stack Back Trace <----*
                      *** ERROR: Symbol file could not be found. Defaulted to export symbols for E:\WINDOWS\system32\RPCRT4.dll -
                      WARNING: Stack unwind information not available. Following frames may be wrong.
                      *** ERROR: Symbol file could not be found. Defaulted to export symbols for E:\WINDOWS\system32\kernel32.dll -
                      ChildEBP RetAddr Args to Child
                      0275ff80 77e76caf 0275ffa8 77e76ad1 0016ab40 ntdll!KiFastSystemCallRet
                      0275ff88 77e76ad1 0016ab40 00150000 0016aa88 RPCRT4!I_RpcBCacheFree+0x61c
                      0275ffa8 77e76c97 00161460 0275ffec 7c80b713 RPCRT4!I_RpcBCacheFree+0x43e
                      0275ffb4 7c80b713 00169b70 00150000 0016aa88 RPCRT4!I_RpcBCacheFree+0x604
                      0275ffec 00000000 77e76c7d 00169b70 00000000 kernel32!GetModuleFileNameA+0x1b4
                      • 9. Re: Adobe Reader 9.x crashes when opening some pdf files that work fine with Adobe Reader 8.x
                        MichaelKazlow MVP & Adobe Community Professional
                        I have no cure, the only suggestion I can make is to report your finding
                        directly to Adobe:




                        Mike
                        • 10. Re: Adobe Reader 9.x crashes when opening some pdf files that work fine with Adobe Reader 8.x
                          Level 1
                          Thank you Mike for the link and help. I reported the issue to Adobe.

                          MrBrian
                          • 11. Re: Adobe Reader 9.x crashes when opening some pdf files that work fine with Adobe Reader 8.x
                            Sounds like we have been seeing. Called tech support and they were not able to assist. We are using web based applications in which ALL reports go through Adobe Reader. Version 8.1 works fine.

                            Is there a fix?
                            • 13. Re: Adobe Reader 9.x crashes when opening some pdf files that work fine with Adobe Reader 8.x
                              Level 1
                              I have received a reply from Adobe Support. Case number 38237 has been assigned to the issue.
                              • 14. Re: Adobe Reader 9.x crashes when opening some pdf files that work fine with Adobe Reader 8.x
                                DavidKRe Level 1

                                I've got basically the same problem: some (but not all) files crash Reader 9.2 on some computers, but not on others; and the crash report lists jp2klib.dll as the problem area. (With v. 9.2, the offset in jp2klib.dll has moved from 0003277d to 00032c0d, but that location is apparently consistent with every crash.) Did Adobe ever give you a solution?