19 Replies Latest reply: Nov 4, 2011 3:49 PM by Vadim Rapp RSS

    Hangs up in "Save As" dialog

    Vadim Rapp Community Member

      Can anybody confirm the following:

       

      In 32-bit Windows XP SP3:

      Open a document in Adobe Reader X 10.1.1

      Go to menu File->Save As -> PDF... The dialog "Save As" will open up

      At this point, any further action - specifying file name and clicking "OK", or selecting another folder in the bar on the left, or clicking "Cancel" - results in hanging for several minutes.

        • 1. Re: Hangs up in "Save As" dialog
          Ankit_Jain Adobe Employee

          Hi,

           

          Can you please let me know the following details:

          1. Is the behavior happening with all PDFs or just a specific one.

          2. Once, the application hangs for a while, does it return to its normal state or does it crash eventually.

          3. Is the Protected Mode turned on your Reader or is it turned off. You can check the same by going to Edit > Preferences > General section. Verify if the checkbox "Enable Protected Mode at startup" is checked or not.

           

          Thanks

          Ankit

          • 2. Re: Hangs up in "Save As" dialog
            Vadim Rapp Community Member

            1. any PDF

             

            2. I think I saw it returning to normal, but I just tried it right now, and it has been hanging already for 10 minutes, not consuming any CPU.

             

            3. Yes, this happens only when protection mode is on. If I turn it off, the problem disappears. If I turn it back on, the problem reappears. Here's the log of protected mode up to the moment where it hung.

             

             

            [10:12/10:03:52] Adobe Reader Protected Mode Logging Initiated

            [10:12/10:03:52] NtCreateKey: STATUS_ACCESS_DENIED

            [10:12/10:03:52] real path: \REGISTRY\MACHINE\Software\Adobe

            [10:12/10:03:52] Consider modifying policy using this policy rule: REG_ALLOW_ANY

            [10:12/10:03:52] NtCreateKey: STATUS_ACCESS_DENIED

            [10:12/10:03:52] real path: \REGISTRY\MACHINE\SOFTWARE\Adobe

            [10:12/10:03:52] Consider modifying policy using this policy rule: REG_ALLOW_ANY

            [10:12/10:03:52] OpenEvent: STATUS_ACCESS_DENIED

            [10:12/10:03:52] name: MSFT.VSA.COM.DISABLE.1448

            [10:12/10:03:52] Consider modifying policy using these policy rules: EVENTS_ALLOW_ANY

            [10:12/10:03:52] OpenEvent: STATUS_ACCESS_DENIED

            [10:12/10:03:52] name: MSFT.VSA.IEC.STATUS.6c736db0

            [10:12/10:03:52] Consider modifying policy using these policy rules: EVENTS_ALLOW_ANY

            [10:12/10:03:52] OpenEvent: STATUS_ACCESS_DENIED

            [10:12/10:03:52] name: MSFT.VSA.COM.DISABLE.1448

            [10:12/10:03:52] Consider modifying policy using these policy rules: EVENTS_ALLOW_ANY

            [10:12/10:03:52] OpenEvent: STATUS_ACCESS_DENIED

            [10:12/10:03:52] name: MSFT.VSA.IEC.STATUS.6c736db0

            [10:12/10:03:52] Consider modifying policy using these policy rules: EVENTS_ALLOW_ANY

            • 3. Re: Hangs up in "Save As" dialog
              Ankit_Jain Adobe Employee

              Thanks for providing the information.

               

              Would it be possible for you to provide me with a crash log for the same, so that I can investigate the issue at my end.

              You can follow the below mentioned steps to get the crash dump:

                  1. Install WinDbg from http://www.microsoft.com/whdc/devtools/debugging/installx86.mspx

                  2. Launch WinDbg via the shortcut

                  3. Click File->Open Executable

                  4. Select AcroRd32.exe from "C:\Program Files\Adobe\Reader 10.0\Reader\AcroRd32.exe" and hit "OK"

                  5. Remember to press "g" and hit enter when you encounter the first breakpoint and then you will see a text "Debuggeee is running" and Reader will be launched

                  6. Open whatever file is it that produces the crash in Reader.

                  7. When you have successfully reproduced the sceanrio causing the crash/freezing of Adobe Reader X, enter the below command in the WinDbg terminal

                  .dump /ma c:\temp.dmp (Hit enter)

                  8. This will produce the crash dump at C:\ by the name of temp.dmp

               

              Could you please upload the dump (compress the dump using WinZip or likewise) at some site and provide the link for the same. I will have a look at the same.

              • 4. Re: Hangs up in "Save As" dialog
                Vadim Rapp Community Member

                ok, it's at www.vadimrapp.com/acroread_dmp.rar

                 

                In this case in "save as" dialog in Reader I hit "cancel". In about 2 minutes Reader stopped being frozen, closed the dialog and was responsive again.

                 

                In task manager there was not one but two processes acrord32.exe, so maybe we need to attach to the 2nd process and make its dump as well - let me know.

                • 5. Re: Hangs up in "Save As" dialog
                  Ankit_Jain Adobe Employee

                  Looking at the dump you had sent across and your post it looks like you had generated the dump without the application actually crashing.

                  Could you please generate the dump when Reader actually crashes, so that we can have a look at the reason behind the crash.

                   

                  However, if you mean to say that Reader doesnt crash but hangs and eventually reverts to the normal state, then please let me know which location is displayed as the default location in the Save As dialog.

                   

                  Thanks

                  Ankit

                  • 6. Re: Hangs up in "Save As" dialog
                    Vadim Rapp Community Member

                    Reader does not crash, I never said it does. It hangs. I created the dump with it hanging.

                     

                    When I open "save as", initially it displays Desktop without any delay; but then whatever I do in "save as" dialog, it hangs - whether I actually try to save the file, or click on another folder on the left, or click "cancel". Sometimes it returns to active after 2-3 minutes (just tried to save the file), sometimes it hangs for much longer or indefinitely (just tried to select "my computer" as the folder to save to, on the left).

                     

                     

                    • 7. Re: Hangs up in "Save As" dialog
                      Kshakti Adobe Employee

                      Hi,

                       

                      Can you please let me know if any type of encryption software (like PGP) or any Antivirus is installed on your system?

                       

                      Thanks,

                      Shakti

                      • 8. Re: Hangs up in "Save As" dialog
                        Vadim Rapp Community Member

                        Malwarebytes is installed (resident protection), but I just checked with its service stopped, and it's the same.

                        • 9. Re: Hangs up in "Save As" dialog
                          SimonATS Adobe Employee

                          Vadim, which langauge version of Reader do you have installed? english only, or english with another language?

                          • 10. Re: Hangs up in "Save As" dialog
                            Vadim Rapp Community Member

                            I took it from Enterprise distribution link, with these selections:

                            Capture-10-27-00001.png

                            I didn't see there a possibility to choose more than one language. The installation file was called AdbeRdr1011_en_US .

                            • 11. Re: Hangs up in "Save As" dialog
                              SimonATS Adobe Employee

                              Do you also see a hang when you do the following:

                               

                              1: Launch Reader without a PDf

                              2: go to file>open and open any local PDf

                              3:  close Reader

                              4: repeat steps 1 and 2

                               

                              Do you notice a hang in the Open dialog box? You may have to try these steps a few times.

                               

                              Also sdo you onlky see this on windows xp machines, or Vista/Win 7 machines as well? (if available)

                              • 12. Re: Hangs up in "Save As" dialog
                                Vadim Rapp Community Member

                                If I start acrord32.exe with "Protected Mode on Startup" enabled; go to menu file -> open, and select a file; it hangs at this point for 1 minute, then the file opens up. If "Protected Mode on Startup" is disabled, it opens up right away.

                                • 13. Re: Hangs up in "Save As" dialog
                                  Vadim Rapp Community Member

                                  In win7 x32 it does not happen.

                                  • 14. Re: Hangs up in "Save As" dialog
                                    SimonATS Adobe Employee

                                    Hi Vadim, I'm going to repeat shaktik's question, on your XP machine do you have any Disk encryption software isntalled/running? I know of one incompatability (which is PGP software) which only happens on Windows XP, and only when protected mode is on. The symptoms are as you describe ' hangs in open and save as dialog boxes.

                                    • 15. Re: Hangs up in "Save As" dialog
                                      Vadim Rapp Community Member

                                      To the best of my knowledge, I don't have anything like that. Tonight I will try it in safe mode, will post the result.

                                      • 16. Re: Hangs up in "Save As" dialog
                                        Vadim Rapp Community Member

                                        I tested, and even in the safe mode it still always happens with protected mode on, and never happens with protected mode off.

                                         

                                        Is there a way to find out what exactly is interfering with it?

                                        • 17. Re: Hangs up in "Save As" dialog
                                          SimonATS Adobe Employee

                                          Hi Vadim, we've now been able to reproduce this issue as well. This probably will get fixed in the next update 10.1.2 (10th of Jan 2012)

                                          • 18. Re: Hangs up in "Save As" dialog
                                            Vadim Rapp Community Member

                                            Great! glad I could help. Can you share what it was? because I also tried it at work computers, but there it did not happen.

                                            • 19. Re: Hangs up in "Save As" dialog
                                              Vadim Rapp Community Member

                                              There's also another thing I'd like to draw your attention to... it's from the area of the installation however.

                                               

                                              The way the installation is made, it's advertising several file extensions, but not the main one "pdf". Advertising means the special way of announcing to the operating system which product, if installed, will be able to handle the given file extention - without actually installing this product. If the user tries to open this extension, Windows Installer launches install-on-demand, the product gets installed, and the file gets open. Reader does it for several extensions, but not for PDF - while it probably would make sense to do exactly the opposite. As I understand, the reason is in the desire to give the users who already have full Acrobat installed, the choice which application will be the default handler of PDF files - Reader or Acrobat. I think, this is very.... counterproductive, but even then there are ways to do both. Is there some way to discuss/address it? it would be really nice to have Reader installed on demand, and even more importantly, automatically updated by this mechanism - which is also made impossible because of this.