7 Replies Latest reply: Sep 4, 2010 9:11 PM by jplamarca RSS

    Acrobat Pro 9.3 Crashed and is Completely Useless

    jplamarca Community Member

      Help! I first posted a request for help almost ten days ago (http://forums.adobe.com/thread/701708 ) and while several kind people tried to help, Acrobat Pro 9.3.4 is now absolutely useless and I can't use it at all. The only thing it will do is open up but once a file is opened, it completely crashes, locks up the computer (or, at the very least, makes it VERY slow) and, if it does't crash Windows 7 64-bit too, it can sometimes be shut down using task manager.

       

      I've already spent massive amounts of time on this - including an hour on the phone with Adobe's useless tech support in India only to be told that they wanted $40 for tech support and nothing works. I've also uninstalled and reinstalled Acrobat Pro twice and it still crashes. I've tried to remove the entire program from my system (along with Acrobat Reader, just to be safe) and have even tried to manually remove everything I can find in Windows Registry. Nothing I've done solves the problem. The only thing I've noticed after doing all of these things is that both times I've reinstalled Acrobat, it remembers the last document that I opened up - this indicates that there is something on my system that has not been deleted. As I NEED Acrobat to work, how do I removed EVERYTHING on my computer that's associated with Acrobat (no, I'm not about to do a clean install of Windows). There is no reason for this to be so difficult. I'm not having problems with ANY other program.

       

      Help!

        • 1. Re: Acrobat Pro 9.3 Crashed and is Completely Useless
          Bill@VT CommunityMVP

          After the uninstall, the registry clean up typically would be by using the MS cleanup tool (the link is given elsewhere in the forum) or a program like CCCleaner. Those should cleanout the extra stuff. I was hoping some of the other guys/girls would chime in and give more ideas.

           

          I do not have experience with the X64 systems, but that has been a major problem for some.

          • 2. Re: Acrobat Pro 9.3 Crashed and is Completely Useless
            brennao Community Member

            Sounds to me like you didn't remove Acrobat from your profile.  Make sure to remove the Acrobat folder from every user's profile.  And if you don't have any other Adobe programs installed, remove the whole Adobe folder from the profiles.

            • 3. Re: Acrobat Pro 9.3 Crashed and is Completely Useless
              jplamarca Community Member

              Okay, I've now completely removed Acrobat Pro at least SIX TIMES and then completely reinstalled it (which takes hours - literally) due to the endless updates and horrendously slow download process. I've also manually removed Acrobat from the Registry and have just used the suggestions of others in this thread to clean the registry using CCleaner. I've also tried to find the MS clean program but that apparently no longer exists but

               

              ACROBAT PRO 9.3 STILL CRASHES

               

              Can you tell I'm yelling? It crashes as soon as I try to save or save-as anything and everything. The only way to exit out is to use "end process" in Windows 7 Task Manager (trying to exit using Applications in Task Manager usually does nothing).

               

              Just the same, there is one small piece of good news - I'm now FINALLY receiving an error message, here it is:

               

              Description:
                A problem caused this program to stop interacting with Windows.

               

              Problem signature:
                Problem Event Name: AppHangB1
                Application Name: Acrobat.exe
                Application Version: 9.3.3.177
                Application Timestamp: 4c1d77c5
                Hang Signature: e883
                Hang Type: 0
                OS Version: 6.1.7600.2.0.0.768.3
                Locale ID: 1033
                Additional Hang Signature 1: e88309f4a1e45cf823d429fb32d884c6
                Additional Hang Signature 2: 94df
                Additional Hang Signature 3: 94df259e0158999c30c2d8b8da5bcdb9
                Additional Hang Signature 4: e883
                Additional Hang Signature 5: e88309f4a1e45cf823d429fb32d884c6
                Additional Hang Signature 6: 94df
                Additional Hang Signature 7: 94df259e0158999c30c2d8b8da5bcdb9

               

              Does anyone have ANY idea how to fix this? This is a major disaster. Thanks.

              • 5. Re: Acrobat Pro 9.3 Crashed and is Completely Useless
                Ankit_Jain Adobe Employee

                Hi,

                 

                Can you please try once more using the Microsoft's Cleaner Utility  (Really sorry for asking you to repeat the exercise.. Again!!). Though its not supported, it does do the job for most of the corrupt installations. You can download the same from:

                http://majorgeeks.com/download.php?det=4459

                 

                Hope this works..

                • 6. Re: Acrobat Pro 9.3 Crashed and is Completely Useless
                  jplamarca Community Member

                  Thanks, Ankit but it did NOT work. The MS Cleaner no longer appears on MS's site but the link you provided had the program. Even so, I've spent another ENTIRE DAY removing Acrobat 9 Pro with NO SUCCESS.

                   

                  I removed it, again, and then ran the MS Cleaner Utility which allegedly cleaned things up. I also ran CCleaner which found more things. I then looked at the registry and there was still a lot of Acrobat garbage left over.

                   

                  At this point, I can no longer even re-install Acrobat (and I must have uninstalled and reinstalled at least a DOZEN times now). Here's the latest useless error message I receive when I try to install Acrobat:

                   

                  1402.jpg

                   

                  Clicking on "OK" REVERSES the install process!

                   

                  How many more weeks will it be before I can get Acrobat to work. There is NO REASON why unistalling and re-installing any program should be this difficult - not to mention all of the other problems.