5 Replies Latest reply: Jan 28, 2011 10:24 AM by John T Smith RSS

    Random IE7 freeze when opening a PDF from Acrobat 9.1 Pro

    KJSTech Community Member

      We are having problems specifically with a PC with viewing PDF files in IE 7.0.  Now when viewing PDF files

      on our special inhouse loan funding site, the browser will freeze and eventually an error message will come up "Internet Explorer has encountered an error and needs to close".

       

      What I tried so far...

      -Ran the Adobe update , it installed Acrobat Professional 9.1.1

      -Did the Reset under the Advanced tab in Internet Properties.

      -Re-enabled the adobe related IE plugins.

      -Deleted everything from the users %temp% file.

      -Rebooted PC

       

      I've asked our web application vendor if we could use a much better browser such as Firefox, Chrome, or even try IE8, but they said that it's not supported.

       

       

      The error shown in the application event log is:

      Event Type:        Error

      Event Source:    Application Error

      Event Category:                None

      Event ID:              1000

      Date:                     6/3/2009

      Time:                     3:11:32 PM

      User:                     N/A

      Computer:          PROC2

      Description:

      Faulting application iexplore.exe, version 7.0.6000.16827, faulting module acropdf.dll, version 9.1.0.163, fault address 0x0000221c.

       

      For more information, see Help and Support Center at http://go.microsoft.com/fwlink/events.asp.

      Data:

      0000: 41 70 70 6c 69 63 61 74   Applicat

      0008: 69 6f 6e 20 46 61 69 6c   ion Fail

      0010: 75 72 65 20 20 69 65 78   ure  iex

      0018: 70 6c 6f 72 65 2e 65 78   plore.ex

      0020: 65 20 37 2e 30 2e 36 30   e 7.0.60

      0028: 30 30 2e 31 36 38 32 37   00.16827

      0030: 20 69 6e 20 61 63 72 6f    in acro

      0038: 70 64 66 2e 64 6c 6c 20   pdf.dll

      0040: 39 2e 31 2e 30 2e 31 36   9.1.0.16

      0048: 33 20 61 74 20 6f 66 66   3 at off

      0050: 73 65 74 20 30 30 30 30   set 0000

      0058: 32 32 31 63 0d 0a         221c.. 

       

      Followed by:

       

      Event Type:        Error

      Event Source:    Application Error

      Event Category:                None

      Event ID:              1001

      Date:                     6/3/2009

      Time:                     3:12:12 PM

      User:                     N/A

      Computer:          PROC2

      Description:

      Fault bucket 1230219238.

       

      For more information, see Help and Support Center at http://go.microsoft.com/fwlink/events.asp.

      Data:

      0000: 42 75 63 6b 65 74 3a 20   Bucket:

      0008: 31 32 33 30 32 31 39 32   12302192

      0010: 33 38 0d 0a               38..   

       

       

       

      Thanks for your help!

        • 1. Re: Random IE7 freeze when opening a PDF from Acrobat 9.1 Pro
          EdGioja Community Member

          Did you ever get an answer to this?  We are having problems with some documents that open fine in Version 7 and 8, but freeze up in 9.  When I look at the Task Manager, Acrobat is using about 50% of my CPU.  As one test, I let it sit there for 3 hours before I finally killed it.  I don't know how important it is, but the documents we are having problems with are Acroforms, but not all Acroforms are having a problem and not even all instances of THIS form.

          • 2. Re: Random IE7 freeze when opening a PDF from Acrobat 9.1 Pro
            KJSTech Community Member

            We never got any solution to this problem.  We are now up to IE8 and Acrobat 9.4 and it still happens.  Neither Microsoft nor Adobe has fixed this issue in their newer versions.

             

            Event Type:    Error
            Event Source:    Application Error
            Event Category:    None
            Event ID:    1000
            Date:        1/28/2011
            Time:        10:38:44 AM
            User:        N/A
            Computer:    (name withheld)
            Description:
            Faulting application iexplore.exe, version 8.0.6001.18702, faulting module acropdf.dll, version 9.4.0.195, fault address 0x0003ab82.

             

            For more information, see Help and Support Center at http://go.microsoft.com/fwlink/events.asp.
            Data:
            0000: 41 70 70 6c 69 63 61 74   Applicat
            0008: 69 6f 6e 20 46 61 69 6c   ion Fail
            0010: 75 72 65 20 20 69 65 78   ure  iex
            0018: 70 6c 6f 72 65 2e 65 78   plore.ex
            0020: 65 20 38 2e 30 2e 36 30   e 8.0.60
            0028: 30 31 2e 31 38 37 30 32   01.18702
            0030: 20 69 6e 20 61 63 72 6f    in acro
            0038: 70 64 66 2e 64 6c 6c 20   pdf.dll
            0040: 39 2e 34 2e 30 2e 31 39   9.4.0.19
            0048: 35 20 61 74 20 6f 66 66   5 at off
            0050: 73 65 74 20 30 30 30 33   set 0003
            0058: 61 62 38 32 0d 0a         ab82..

            • 3. Re: Random IE7 freeze when opening a PDF from Acrobat 9.1 Pro
              John T Smith CommunityMVP

              Thinking out loud (through keyboard) here...

               

              When you create the PDF, what are your version settings?

               

              Have you tried telling Acrobat to create the PDF to a previous version?

               

              I'm not sure of the exact numbers, but I **think** v9 creates a PDF as version 1.7 by default... do you might go into the options and pick a previous version

              • 4. Re: Random IE7 freeze when opening a PDF from Acrobat 9.1 Pro
                KJSTech Community Member

                Ok, well this is an specialized web based application.  I tried opening the PDF's in a new window on my Windows 7 PC and I got them to open without the infinite loop like on a Windows XP machine.

                 

                Because that causes an infinite loop on Windows XP, we need the PDF to display in browser, which causes a conflict sometimes between IE and Adobe dll files.

                 

                So I've checked out a file that doesn't normally crash the IE/Acrobat9.4 user and checked the properties.

                Application: LiquidOffice Form Designer

                PDF Producer: DocuCom PDF Core Library

                PDF Version: 1.6 (Acrobat 7.x)

                File Size: 253.77 KB

                 

                Now here's the properties of a PDF that intermittently crashes IE:

                Application: Acrobat PDFMaker 8.1 for Word

                PDF Producer: Acrobat Distiller 8.1.0 (Windows)

                PDF Version: 1.6 (Acrobat 7.x)

                File Size: 272.14 KB

                 

                Remember I said intermittently.  That's what's real difficult about the problem.  That same file might open 10 consecutive times before crashing.  OR it might crash on the first try.  When things aren't consistently broken it's very hard to troubleshoot the issue since there is no concrete evidence of a single underlying cause.  If it crashed every single time on that file, maybe we would say that its a corrupt file or there's an issue with the program that produced it.  That's not the case here.

                 

                Good idea as to looking at the version.  We could change the versions but we would need to open a request with the application developer, and updates to some of these forms takes weeks for them to integrate.

                • 5. Re: Random IE7 freeze when opening a PDF from Acrobat 9.1 Pro
                  John T Smith CommunityMVP

                  I also have an intermittent problem of a different nature http://forums.adobe.com/thread/740960?tstart=0

                   

                  I do see that my different problem is with v8.2.5 and you show v8.1

                   

                  So... what about updating the Acrobat that creates the files, to see if that fixes this problem?