Re: AcroRd32.exe or WerFault.exe application error

ashutoshmehra · ‎Nov 25, 2015

For anyone facing this issue, could you run AcrobatMonitor and share the logs? * You can download AcrobatMonitor from this page http://labs.adobe.com/downloads/acrobatmonitor.html that also contains the instructions on running it. * See https://forums.adobe.com/message/6127598 on how to share a document You can email me the link to the logs at amehra@adobe.com. The logs should hopefully provide some clues why Reader is running into problems in specific environments (malware, conflict with other apps, ...).

ashutoshmehra · ‎Oct 23, 2015

I have no more ideas as to what could be going wrong, sorry 😞

ashutoshmehra · ‎Oct 23, 2015

You'll need to clear/reset the thumbnail/icon cache. For the steps, please see Thumbnail Cache - Clear and Reset - Windows 7 Help Forums and http://answers.microsoft.com/en-us/windows/forum/windows_7-desktop/icon-cache-gets-corrupted-after-installing-new/d92093bf-b424-4f67-8bb4-53112355dcfb

ashutoshmehra · ‎Oct 22, 2015

ESC should work too, in general. There's a preference (under the Full Screen category) that allows ESC key to exit full-screen. It's on by default so ESC should work. But in case it gets unchecked, Control-L or Command-L can still be used.

ashutoshmehra · ‎Oct 21, 2015

To exit full-screen mode, press Control-L (Windows) or Command-L (Mac).

ashutoshmehra · ‎Oct 20, 2015

WERFault is "Windows Error Reporting" component of Windows that gets launched to collect details about a crash. Can you post the screenshots of the two different dialogs you are getting? How to post a screenshot in the forum

ashutoshmehra · ‎Oct 19, 2015

For troubleshooting, can you disable Protected Mode (https://helpx.adobe.com/reader/using/protected-mode-windows.html#id_94783) and see if that resolves the issue. If the issue still persists, please do enable Protected Mode again for improved security. Let us know how it goes.

ashutoshmehra · ‎Oct 19, 2015

Does creating the following registry key make the problem go away? [HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Adobe\Acrobat Reader\11.0\FeatureLockDown] "bUpdater"=dword:00000000 In addition, you can run msconfig (via the Win+R), go to the Startup tab, and deselct "Adobe Reader and Acrobat Manager" item (that corresponds to the AdobeARM.exe process), press Apply, and restart your machine.

ashutoshmehra · ‎Oct 19, 2015

No, the updater will not check (enable) the "Protected Mode" automatically. The user/administrator will have to go enable it themselves.

ashutoshmehra · ‎Oct 16, 2015

Windows XP is out-of-life and Reader X (or XI or DC) are no longer supported on Windows XP. To get rid of the error, please do this: 1. Go to Start Menu, then Run (or press WindowsKey + R) 2. Type cmd and press Enter 3. In the command-prompt window type: sc delete AdobeARMService and press Enter. Then restart your machine.

ashutoshmehra · ‎Oct 16, 2015

Yes, this appears to have been broken in the latest DC patch. The short term workaround until a fix is released is to disable Protected Mode (via Security (Enhanced) preference in Reader); see https://helpx.adobe.com/reader/using/protected-mode-windows.html#id_94783

ashutoshmehra · ‎Sep 09, 2015

That procedure was for the Mac. Ashutosh

ashutoshmehra · ‎Sep 09, 2015

@Chette62: Can you try deleting your /private/tmp/boost_interprocess folder (after closing Acrobat) and see if the problem goes away. You can use Cmd-Shift-G and type /private/tmp to navigate to the folder containing "boost_interprocess".

ashutoshmehra · ‎Sep 09, 2015

@Chette62: I may have nailed down what may be causing this issue. Can you please tell us: 1. Does your Mac have multiple accounts/logins with multiple users using Acrobat across different accounts? 2. If you are comfortable with the Terminal.app, can you please share the output of: ls -l /private/tmp My hunch is that the /private/tmp/boost_interprocess directory may have been created by another user and/or the permission assignment may not be allowing access. We have logged to bug in our bug database to track this type of an issue.

ashutoshmehra · ‎Jul 28, 2015

The final path in your case should be: C:\Users\USERNAME\AppData\Local\Adobe\Acrobat\2015\ToolsSearchCacheRdr Ashutosh

ashutoshmehra · ‎Jul 28, 2015

Instead of DC in the path I originally shared, please use the 2015 folder (that already exists). Ashutosh

ashutoshmehra · ‎Jul 28, 2015

Once you create the two directories: C:\Users\USERNAME\AppData\Local\Adobe\Acrobat\DC\ToolsSearchCacheAcro C:\Users\USERNAME\AppData\Local\Adobe\Acrobat\DC\ToolsSearchCacheRdr (replace USERNAME with your user name) even if the Preview Pane is ON, Acrobat/Reader should no longer crash.

ashutoshmehra · ‎Jul 28, 2015

Sorry to repeat an earlier post, but I'm not sure if you tried it and if it didn't work. 1. Do you have the Preview Pane enabled in File Explorer? If so, can you disable it temporarily to see if the problem goes away? On Windows 8, in Explorer go to the View tab, and if the "Preview Pane" button is pressed, un-press it. On Windows 7, towards the top-right (towards the left of the help icon) there's a "Show the preview pane" button; un-press it. 2. Make sure the following directories exist on your machine. If not, please create them: C:\Users\USERNAME\AppData\Local\Adobe\Acrobat\DC\ToolsSearchCacheAcro C:\Users\USERNAME\AppData\Local\Adobe\Acrobat\DC\ToolsSearchCacheRdr replace USERNAME with your user name. Does doing 1 and/or 2 resolve this issue?

ashutoshmehra · ‎Jul 24, 2015

Please go to the Edit menu, Preferences, select the General category on the left, and uncheck "Show online storage when opening files" and "Show online storage when saving files". Press OK, and relaunch Reader. Are you able to Save now?

ashutoshmehra · ‎Jul 21, 2015

Questions to the users facing this issue: 1. Do you have the Preview Pane enabled in File Explorer? If so, can you disable it temporarily to see if the problem goes away? On Windows 8, in Explorer go to the View tab, and if the "Preview Pane" button is pressed, un-press it. On Windows 7, towards the top-right (towards the left of the help icon) there's a "Show the preview pane" button; un-press it. 2. Make sure the following directories exist on your machine. If not, please create them: C:\Users\USERNAME\AppData\Local\Adobe\Acrobat\DC\ToolsSearchCacheAcro C:\Users\USERNAME\AppData\Local\Adobe\Acrobat\DC\ToolsSearchCacheRdr replace USERNAME with your user name. Does doing 1 and/or 2 resolve this issue?

ashutoshmehra · ‎Jul 21, 2015

Questions to the users facing this issue: 1. Do you have the Preview Pane enabled in File Explorer? If so, can you disable it temporarily to see if the problem goes away? On Windows 8, in Explorer go to the View tab, and if the "Preview Pane" button is pressed, un-press it. On Windows 7, towards the top-right (towards the left of the help icon) there's a "Show the preview pane" button; un-press it. 2. Make sure the following directories exist on your machine. If not, please create them: C:\Users\USERNAME\AppData\Local\Adobe\Acrobat\DC\ToolsSearchCacheAcro C:\Users\USERNAME\AppData\Local\Adobe\Acrobat\DC\ToolsSearchCacheRdr replace USERNAME with your user name. Does doing 1 and/or 2 resolve this issue?

ashutoshmehra · ‎Jul 16, 2015

JWaguespack: You are using Acrobat. Acrobat does not have a Protected Mode (only Reader does).

ashutoshmehra · ‎Jul 15, 2015

The Reader DC font pack is at Adobe - Adobe Reader : For Windows : Adobe Acrobat Reader DC Font Pack (Continuous) and the spelling/dictionary pack is at Adobe - Adobe Reader : For Windows : Adobe Acrobat/Reader DC Spelling Dictionary Pack (Continuous)

ashutoshmehra · ‎Jul 14, 2015

This issue must now be fixed in the July 2015 quarterly.

ashutoshmehra · ‎May 21, 2015

We have analyzed and found a bug where an event is being unnecessarily getting logged always when shutting down the Reader DC process; the intent obviously was to log the error only in case the application launch was unsuccessful. We'll get this fixed in the quarterly patch. Thank you for reporting this issue and apologies for any confusion these bogus entries may have caused. - Ashutosh

ashutoshmehra · ‎Dec 13, 2012

OK, then what you are doing is sufficient to turn off Protected Mode in Reader XI. Can you please make sure it's Protected _Mode_ that remains enabled and not Protected _View_ (the latter is a new security sandbox in Reader XI); how are you testing to check if Protected Mode is ON?

ashutoshmehra · ‎Dec 13, 2012

For Reader XI, instead of "10.0" in those registry locations, use "11.0".

ashutoshmehra · ‎Oct 20, 2011

Hi @beau_goldkey, Do you have AVAST 4 AntiVirus installed on your WinServer2003 R3 machine? If so, could you temporarily disable or uninstall that antivirus and check to see if the problem goes away? If so, and it is possible for you to upgrate to the latest version of AVAST AntiVirus (I think it is version 6), could you give that a try? Regards, - Ashutosh

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