20 Replies Latest reply on Feb 28, 2012 1:22 PM by chrisfromiowa

    Adobe Reader X cannot Open in Protected Mode

    Prisoner37 Level 1

      Hi,

       

      in a corporate environment.

       

      Tried a few PCs and Laptops - no luck so far = just get the Protect Mode dialogue box. Cant find any clues in event logs or any other logs as to what is preventing protected mode kicking in.

       

      Basic Config is below - couple of things - Default Browser is blank - running IE8 (still got IE6 on most PCs)

      and Graphics Card Check says "Not Supported" (also ran this on a lenovo X301 - with the mobile Intel 4 series Express Chipset - v6.14.10.5068 - that also comes up as "Not Supported" - however that is running IE6)

       

      Running Symantec Antivirus 10.1.4.4000

       

      We do have redirected folders and roaming profiles - the install is to a local drive - the temp directory is redirected

       

      Help!?!

       

       

       

       

       

      Available Physical Memory: 2155004 KB
      Available Virtual Memory: 1970452 KB
      BIOS Version: HPQOEM - 20090305
      Default Browser:
      Default Mail: Lotus Notes
          C:\Program Files\Lotus\Notes\nmailman.dll
          Version: 5.0.0
          Creation Date: 2008/08/08
          Creation Time: 1:45:46 P.M.
      Graphics Card: Intel(R) Q45/Q43 Express Chipset
          Version: 6.14.10.4950
          Check: Not Supported
      Installed Acrobat: C:\Program Files\Adobe\Acrobat 9.0\Acrobat\Acrobat.exe
          Version: 9.3.0.148
          Creation Date: 2010/06/02
          Creation Time: 10:45:43 a.m.
      Installed Acrobat: C:\Program Files\Adobe\Reader 10.0\Reader\AcroRd32.exe
          Version: 10.0.0.396
          Creation Date: 2010/11/10
          Creation Time: 12:49:36 P.M.
      Locale: English (New Zealand)
      Monitor:
          Name: Intel(R) Q45/Q43 Express Chipset
          Resolution: 1920 x 1200 x 60
          Bits per pixel: 32
      OS Manufacturer: Microsoft Corporation
      OS Name: Microsoft Windows XP Professional
      OS Version: 5.1.2600  Service Pack 3
      Page File Space: 4194303 KB
      Processor: x86 Family 6 Model 23 Stepping 10  GenuineIntel  ~2992  Mhz
      System Name: NZ8035WP9577
      Temporary Directory: C:\DOCUME~1\m134223\LOCALS~1\Temp\
      Time Zone: New Zealand Standard Time
      Total Physical Memory: 3628208 KB
      Total Virtual Memory: 2097024 KB
      User Name: m134223
      Windows Directory: C:\WINNT

        • 1. Re: Adobe Reader X cannot Open in Protected Mode
          MichaelKazlow MVP & Adobe Community Professional

          Reader X REQUIRES  MSIE 7 or 8, so your MSIE 6 machines cannot run Reader X. So your other test machine is not a good one to use. I would expect that the graphics chipset is the problem as strange as that may be. But before jumping to that conclusion, try turning of all video acceleration.

          • 3. Re: Adobe Reader X cannot Open in Protected Mode
            Prisoner37 Level 1

            Yup - we installed IE8 on the laptop and have removed SAV completely, no joy - will try the Video Drivers next

            • 4. Re: Adobe Reader X cannot Open in Protected Mode
              Prisoner37 Level 1

              Have uninstalled SAV still not working - will be looking at Video drivers etc next.

              • 5. Re: Adobe Reader X cannot Open in Protected Mode
                Prisoner37 Level 1

                All Video Acc turned off, Video drivers updated. machine Moved to an OU to exclude all

                Group Policy Settings, logged on as local admin - still no joy.

                • 6. Re: Adobe Reader X cannot Open in Protected Mode
                  AbhigyanModi Adobe Employee

                  video drivers are very unlikely to cause a problem. any other virus/malware scanning, privacy control tools?

                  • 7. Re: Adobe Reader X cannot Open in Protected Mode
                    Prisoner37 Level 1

                    No. We will have a look over the weekend and try processmon etc. Really frustrating that the app doesn't write a log or something to show what is tripping the error screen.

                     

                    I take it others have this working on XP SP3 with IE8? 

                     

                    Thanks for the reply - any more suggestions gratefully received!  

                     

                     

                     

                    Wayne Eland, Westpac NZ

                    Desktop Services Manager

                     

                    Mob 027 206 2364

                    Desk 04 494 9271

                     

                    L1 Optimation House, 1 Grey St, Wellington

                     

                    Sent from Mobile.

                    • 8. Re: Adobe Reader X cannot Open in Protected Mode
                      aaronparker.au Level 1

                      Reader X has a log for troubleshooting Protected Mode - see Edit / Preferences / General / Create Protected mode log file

                      • 9. Re: Adobe Reader X cannot Open in Protected Mode
                        Prisoner37 Level 1

                        That tickbox doesn't appear - seen it on the win 7 installs - which all work fine!.

                         

                         

                         

                        Wayne Eland, Westpac NZ

                        Desktop Services Manager

                         

                        Mob 027 206 2364

                        Desk 04 494 9271

                         

                        L1 Optimation House, 1 Grey St, Wellington

                         

                        Sent from Mobile.

                        • 10. Re: Adobe Reader X cannot Open in Protected Mode
                          ManishPali Adobe Employee

                          If SAV is not a problem then probably you have some other software installed which interferes with the Reader X launch. If possible, could you please provide the list of software installed on you system? If not then could you please let us know if you have any program which falls in following category?

                           

                          1. Registry manipulator/checker

                          2. System Performance booster like System Mechanic

                          3. Custom memory manager

                          4. Any software which meant for securing system from malware attacks

                           

                          Thanks

                           

                          • 11. Re: Adobe Reader X cannot Open in Protected Mode
                            Prisoner37 Level 1

                            Hi

                             

                            thanks for the reply - it is a locked down corporate environment and we have no software that fits into the four categories you mention.

                             

                            Bit of a head scratcher!

                            • 12. Re: Adobe Reader X cannot Open in Protected Mode
                              ManishPali Adobe Employee

                              Could you please try the folowing?

                               

                              1. Download process explorer from http://technet.microsoft.com/en-us/sysinternals/bb896653.aspx and luanch it

                              2. Try to launch Reader X, you wil get incompatibility dialog, let it be there,

                              3. Locate Acrord32.exe in Procress Explorer, select first one and Press Ctrl+D. In lower pane you will see dlls loaded in process.

                              4. Choose File->Save As from process explorer and save the file as text file. This will save the list of dll into text file

                              5. Repeat Step 3 and 4 for second(child) process.

                               

                              Please attach both the txt file in forum post.

                              • 13. Re: Adobe Reader X cannot Open in Protected Mode
                                Prisoner37 Level 1

                                Ok thanks for that - have done it on a couple of  machines - in both

                                instances could only see one Acrord32 process running

                                 

                                attached below

                                 

                                 

                                A HP DC7900

                                 

                                PID CPU Description Company Name
                                0 98.44 
                                n/a  Hardware Interrupts
                                n/a  Deferred Procedure Calls
                                4  
                                  608  Windows NT Session Manager Microsoft Corporation
                                   664  Client Server Runtime Process Microsoft Corporation
                                   688  Windows NT Logon Application Microsoft Corporation
                                    740  Services and Controller app Microsoft Corporation
                                     916  Generic Host Process for Win32 Services Microsoft Corporation
                                      3108  WMI Microsoft Corporation
                                      3804  WMI Microsoft Corporation
                                      3396  WMI Microsoft Corporation
                                      996  SMS Remote Client UI Local Server Microsoft Corporation
                                     1000  Generic Host Process for Win32 Services Microsoft Corporation
                                     1096  Generic Host Process for Win32 Services Microsoft Corporation
                                      4900 1.56 Sysinternals Process Explorer Sysinternals
                                     1144  Generic Host Process for Win32 Services Microsoft Corporation
                                     1252  Generic Host Process for Win32 Services Microsoft Corporation
                                     1276  Symantec Settings Manager Service Symantec Corporation
                                     1752  Symantec Event Manager Service Symantec Corporation
                                     1844  SPBBC Service Symantec Corporation
                                     2016  Generic Host Process for Win32 Services Microsoft Corporation
                                     188  MS DTC console program Microsoft Corporation
                                     416  Content Index service Microsoft Corporation
                                      2540  Indexing Service filter daemon Microsoft Corporation
                                      3676  Indexing Service filter daemon Microsoft Corporation
                                     432  Virus Definition Daemon Symantec Corporation
                                     472  IBM Lotus Notes/Domino IBM Corp
                                     500  Machine Debug Manager Microsoft Corporation
                                     376  IBM Lotus Notes/Domino IBM Corp
                                     544  NightWatchman Service 1E
                                      1212  NightWatchman5.0 Client 1E
                                     1036  
                                     1068  SAVRoam symantec
                                     1472  Microsoft Application Virtualization Virtual Service Agent Microsoft Corporation
                                     1516  Generic Host Process for Win32 Services Microsoft Corporation
                                     1548  Symantec AntiVirus Symantec Corporation
                                     1592  Windows User Mode Driver Manager Microsoft Corporation
                                     1628  User Profile Hive Cleanup Service Microsoft Corporation
                                     1672  Proxy agent service for 1E WakeUp 1E
                                     2056  Microsoft Windows Search Indexer Microsoft Corporation
                                      3652  Microsoft Windows Search Protocol Host Microsoft Corporation
                                      5952  Microsoft Windows Search Filter Host Microsoft Corporation
                                     2108  CCM Executive Microsoft Corporation
                                     2152  Message Queuing Service Microsoft Corporation
                                     2236  Microsoft Application Virtualization Client Service Microsoft Corporation
                                     2468  
                                     5636  Microsoft Office Software Protection Platform Service Microsoft Corporation
                                     6076  Spooler SubSystem App Microsoft Corporation
                                     5080  Windows® installer Microsoft Corporation
                                    752  LSA Shell (Export Version) Microsoft Corporation
                                    1060  Microsoft Application Virtualization Desktop Configuration Controller Microsoft Corporation
                                    756  RDP Clip Monitor Microsoft Corporation
                                   4968  Client Server Runtime Process Microsoft Corporation
                                   5368  Windows NT Logon Application Microsoft Corporation
                                4020  CTF Loader Microsoft Corporation
                                3292  Windows Explorer Microsoft Corporation
                                1156  SMax4PNP Analog Devices, Inc.
                                2400  
                                3924  Symantec User Session Symantec Corporation
                                3840  AcroTray Adobe Systems Inc.
                                276  Windows Search System Tray Microsoft Corporation
                                1864  Password Safe Application SourceForge.net
                                5992  Internet Explorer Microsoft Corporation
                                  256  Internet Explorer Microsoft Corporation
                                  5628  Internet Explorer Microsoft Corporation
                                2432  Microsoft (R) Windows Based Script Host Microsoft Corporation
                                5104  Adobe Reader  Adobe Systems Incorporated
                                668  
                                3008  Microsoft Application Virtualization Client Tray Microsoft Corporation
                                5920  
                                5668  
                                3816  IBM Lotus Notes/Domino IBM Corp
                                5688  IBM Lotus Notes/Domino IBM Corp
                                5912  
                                4960  
                                5360  CTF Loader Microsoft Corporation

                                Process: AcroRd32.exe Pid: 5104

                                Name Description Company Name Version
                                AcroRd32.exe Adobe Reader  Adobe Systems Incorporated 10.00.0000.0396
                                advapi32.dll Advanced Windows 32 Base API Microsoft Corporation 5.01.2600.5755
                                clbcatq.dll  Microsoft Corporation 2001.12.4414.0700
                                comctl32.dll User Experience Controls Library Microsoft Corporation 6.00.2900.6028
                                comres.dll  Microsoft Corporation 2001.12.4414.0700
                                ctype.nls  
                                gdi32.dll GDI Client DLL Microsoft Corporation 5.01.2600.5512
                                imm32.dll Windows XP IMM32 API Client DLL Microsoft Corporation 5.01.2600.5512
                                kernel32.dll Windows NT BASE API Client DLL Microsoft Corporation 5.01.2600.5781
                                locale.nls  
                                mapi32.dll Extended MAPI 1.0 for Windows NT Microsoft Corporation 1.00.2536.0000
                                msctf.dll MSCTF Server DLL Microsoft Corporation 5.01.2600.5512
                                msctfime.ime Microsoft Text Frame Work Service IME Microsoft Corporation 5.01.2600.5512
                                mslbui.dll LangageBar Add In Microsoft Corporation 5.01.2600.5512
                                msvcrt.dll Windows NT CRT DLL Microsoft Corporation 7.00.2600.5512
                                netapi32.dll Net Win32 API DLL Microsoft Corporation 5.01.2600.5512
                                ntdll.dll NT Layer DLL Microsoft Corporation 5.01.2600.5755
                                ntmarta.dll Windows NT MARTA provider Microsoft Corporation 5.01.2600.5512
                                ole32.dll Microsoft OLE for Windows Microsoft Corporation 5.01.2600.6010
                                oleaut32.dll  Microsoft Corporation 5.01.2600.5512
                                psapi.dll Process Status Helper Microsoft Corporation 5.01.2600.5512
                                rdpsnd.dll Terminal Server MultiMedia Driver Microsoft Corporation 5.01.2600.5512
                                rpcrt4.dll Remote Procedure Call Runtime Microsoft Corporation 5.01.2600.6022
                                samlib.dll SAM Library DLL Microsoft Corporation 5.01.2600.5512
                                secur32.dll Security Support Provider Interface Microsoft Corporation 5.01.2600.5753
                                shell32.dll Windows Shell Common Dll Microsoft Corporation 6.00.2900.6018
                                shlwapi.dll Shell Light-weight Utility Library Microsoft Corporation 6.00.2900.5912
                                sortkey.nls  
                                sorttbls.nls  
                                unicode.nls  
                                user32.dll Windows XP USER API Client DLL Microsoft Corporation 5.01.2600.5512
                                uxtheme.dll Microsoft UxTheme Library Microsoft Corporation 6.00.2900.5512
                                version.dll Version Checking and File Installation Libraries Microsoft Corporation 5.01.2600.5512
                                winmm.dll MCI API DLL Microsoft Corporation 5.01.2600.5512
                                winspool.drv Windows Spooler Driver Microsoft Corporation 5.01.2600.5512
                                winsta.dll Winstation Library Microsoft Corporation 5.01.2600.5512
                                wldap32.dll Win32 LDAP API DLL Microsoft Corporation 5.01.2600.5512

                                 

                                 

                                a Lenovo X301 .....stripped of AV etc

                                 

                                PID CPU Description Company Name
                                0 94.62 
                                n/a  Hardware Interrupts
                                n/a 0.77 Deferred Procedure Calls
                                4  
                                  1216  Windows NT Session Manager Microsoft Corporation
                                   1288 0.77 Client Server Runtime Process Microsoft Corporation
                                   1312  Windows NT Logon Application Microsoft Corporation
                                    1356 2.31 Services and Controller app Microsoft Corporation
                                     1516  ThinkPad Power Management Service Lenovo
                                     1544  Generic Host Process for Win32 Services Microsoft Corporation
                                     1652  Generic Host Process for Win32 Services Microsoft Corporation
                                     1692  Generic Host Process for Win32 Services Microsoft Corporation
                                     1736  Generic Host Process for Win32 Services Microsoft Corporation
                                     1768  Generic Host Process for Win32 Services Microsoft Corporation
                                     1796  Spooler SubSystem App Microsoft Corporation
                                     1992  Generic Host Process for Win32 Services Microsoft Corporation
                                     2044  Cisco Systems VPN Client Cisco Systems, Inc.
                                     196  Provides Encryption Anywhere services for the Client Console. GuardianEdge Technologies, Inc.
                                      2160  EAFRCliADSIComm Application GuardianEdge Technologies, Inc.
                                     228  Machine Debug Manager Microsoft Corporation
                                     280 0.77 Generic Host Process for Win32 Services Microsoft Corporation
                                     320  Windows User Mode Driver Manager Microsoft Corporation
                                    1368  LSA Shell (Export Version) Microsoft Corporation
                                2004  Windows Explorer Microsoft Corporation
                                1620 0.77 Alps Pointing-device Driver Alps Electric Co., Ltd.
                                  1712  ApMsgFwd Alps Electric Co., Ltd.
                                268  Sierra Wireless Updater  Sierra Wireless, Inc.
                                2000  WatcherHelper Application Sierra Wireless Inc.
                                1848  Encryption Anywhere Client Application GuardianEdge Technologies, Inc.
                                744  CTF Loader Microsoft Corporation
                                2692  Sysinternals Process Explorer Sysinternals
                                2496  Adobe Reader  Adobe Systems Incorporated
                                2036  Alps Pointing-device Driver for Windows NT/2000/XP/Vista Alps Electric Co., Ltd.

                                Process: AcroRd32.exe Pid: 2496

                                Name Description Company Name Version
                                AcroRd32.exe Adobe Reader  Adobe Systems Incorporated 10.00.0000.0396

                                 

                                advapi32.dll Advanced Windows 32 Base API Microsoft Corporation 5.01.2600.5755
                                clbcatq.dll  Microsoft Corporation 2001.12.4414.0700
                                comctl32.dll User Experience Controls Library Microsoft Corporation 6.00.2900.6028
                                comres.dll  Microsoft Corporation 2001.12.4414.0700
                                ctype.nls  
                                gdi32.dll GDI Client DLL Microsoft Corporation 5.01.2600.5512
                                imm32.dll Windows XP IMM32 API Client DLL Microsoft Corporation 5.01.2600.5512
                                kernel32.dll Windows NT BASE API Client DLL Microsoft Corporation 5.01.2600.5781
                                locale.nls  
                                mapi32.dll Extended MAPI 1.0 for Windows NT Microsoft Corporation 1.00.2536.0000
                                MSCTF.dll MSCTF Server DLL Microsoft Corporation 5.01.2600.5512
                                MSCTFIME.IME Microsoft Text Frame Work Service IME Microsoft Corporation 5.01.2600.5512
                                mslbui.dll LangageBar Add In Microsoft Corporation 5.01.2600.5512
                                msvcrt.dll Windows NT CRT DLL Microsoft Corporation 7.00.2600.5512
                                ntdll.dll NT Layer DLL Microsoft Corporation 5.01.2600.5755
                                ntmarta.dll Windows NT MARTA provider Microsoft Corporation 5.01.2600.5512
                                ole32.dll Microsoft OLE for Windows Microsoft Corporation 5.01.2600.6010
                                oleaut32.dll  Microsoft Corporation 5.01.2600.5512
                                rpcrt4.dll Remote Procedure Call Runtime Microsoft Corporation 5.01.2600.6022
                                samlib.dll SAM Library DLL Microsoft Corporation 5.01.2600.5512
                                secur32.dll Security Support Provider Interface Microsoft Corporation 5.01.2600.5753
                                shell32.dll Windows Shell Common Dll Microsoft Corporation 6.00.2900.6018
                                shlwapi.dll Shell Light-weight Utility Library Microsoft Corporation 6.00.2900.5912
                                sortkey.nls  
                                sorttbls.nls  
                                unicode.nls  
                                user32.dll Windows XP USER API Client DLL Microsoft Corporation 5.01.2600.5512
                                uxtheme.dll Microsoft UxTheme Library Microsoft Corporation 6.00.2900.5512
                                version.dll Version Checking and File Installation Libraries Microsoft Corporation 5.01.2600.5512
                                winmm.dll MCI API DLL Microsoft Corporation 5.01.2600.5512
                                winspool.drv Windows Spooler Driver Microsoft Corporation 5.01.2600.5512
                                wldap32.dll Win32 LDAP API DLL Microsoft Corporation 5.01.2600.5512

                                • 14. Re: Adobe Reader X cannot Open in Protected Mode
                                  arun aneja Level 1

                                  It will show 1 AcroRd.exe only as you are running in non-sandbox mode.

                                  Moreover, I do see some Guardian Edge products running on your system (the one which is stripped of AV etc). Guardian Edge is acquired by Symantec and provides data encryption technology.

                                  Can you please uninstall/disable all Symantec related products and provide the path of installation also?

                                  • 15. Re: Adobe Reader X cannot Open in Protected Mode
                                    Prisoner37 Level 1

                                    Yup - am rebuilding it again now to strip off the encryption

                                     

                                    Install Path is in this thread at the top :-

                                     

                                    Installed Acrobat: C:\Program Files\Adobe\Reader 10.0\Reader\AcroRd32.exe

                                    • 16. Re: Adobe Reader X cannot Open in Protected Mode
                                      arun aneja Level 1

                                      ANNOUNCEMENT: Would you like to help us improve Adobe Reader?

                                      Hi All,

                                      We have had a few bug reports related to Adobe Reader X protected mode coming in from you in this forum. We have addressed a large number of them in our upcoming Reader update and we would like to hear your feedback.

                                      To that extent, we would like to invite you to the Adobe Reader Prerelease program and try out the latest build. To participate, please fill in the form available at https://www.adobe.com/cfusion/mmform/index.cfm?name=reader_prerelease_ interest and indicate Adobe Reader as the product of your interest.

                                      We look forward to your active participation, feedback and help towards making Reader a better product.

                                      Thanks and regards,
                                      Adobe Prerelease Team

                                      • 17. Re: Adobe Reader X cannot Open in Protected Mode
                                        aaronparker.au Level 1

                                        Hi Arun, that link results in a page not found error

                                        • 19. Re: Adobe Reader X cannot Open in Protected Mode
                                          Frank Brotz Level 1

                                          I did see a difference between the XP system I have with the problem and other XP machines.  There is a Create Protected Mode log file checkbox on all machines except the one with the problem.  I have over 200 systems and only one has this problem.  I am running the latest reader 10.1.1 and there is no Anti-Virus or other protection programs running.  I have even tried removing it from the domain and using a local account.  Also, I have removed and cleand from the registry and local disk all of the Adove products and anything else I could and reinstalled the reader with the same result.  I also tried all the other things listed in this forum.  The only other thing to do would be reinstalling Windows.  Last is that this machine was working properly for the last few weeks and only started having this problem two days ago.  No other software was installed during that period.

                                           

                                          Adobe Reader from XP with problem.JPG

                                           

                                          Adobe Reader from XP without problem.JPG

                                          • 20. Re: Adobe Reader X cannot Open in Protected Mode
                                            chrisfromiowa Level 1

                                            Hello, I dont know if this needs to be answered but I had the problem today and thought someone might need it. 

                                             

                                            During install with the Indexing Service Filter Daemon message still open;

                                             

                                            1) right click on My Computer

                                            2) select Manage

                                            3) double click Services and Applications

                                            4) right click Indexing Service

                                            5) select Pause

                                            6) in the Adobe X install message window, click Retry

                                            7) right click Indexing Service

                                            8) select Start

                                            9) say woo hoo!