Participant

Question

Faulting application AcroRd32.exe, version 9.5.0.270, faulting module unknown

Forum|Forum|14 years ago
January 18, 2012
4 replies
25720 views

We run a large Citrix Xenapp estate based on Citrix XenApp 4.5 x64 technology in a 80 server farm with Windows Server 2003 x64 O/S.

We have recently experienced issues with thin client users using having their Adobe Reader version 9.5.0 crash whilst trying to print.

We un-install and re-install Adove Reader and the problem goes away for a little while but comes back soon with over 45 users using each Citrix server.

This is the Microsoft error code which is not very helpful

Faulting application AcroRd32.exe, version 9.5.0.270, faulting module unknown, version 0.0.0.0, fault address 0x000528ef.

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

The only trigger appears to be the Microsoft Patch Tuesday roundup from December.

However rolling back these patches does not resolve the problem?

Has anyone had a similar problem?

Anyone got any ideas?

Thanks Sean London, UK

This topic has been closed for replies.

S

Spireman2

Participant

Issue appears to be related to the interaction between the ADMPlugin.apl file and the Citrix Memory Optimisation Service after the KB2624667 Patch is installed. Note that by default the Memory Optimisation Service runs at 03:00 every morning. After the patch is installed the memory optimization service seems to corrupt ADMPlugin.apl, but of course this only happens once the file has been identified as in need of optimization, hence the 24 to 48 hour delay. I have found that I can retain the patch on my Citrix Servers by excluding Reader from the optimisation service. Details on how to do this can be found at http://support.citrix.com/article/CTX132322 … But be sure to place ADMPlugin.apl in the exclusion list in addition to the files quoted by Citrix.

Sandeep_V_

Participating Frequently

Hi All,

Bug#3104136 has already been logged for this issue. Engineering team is working on this with priority.

Keep posting your updates/fixes/workarounds/experiences related to this, for that will give us more insight about this issue and we will be able to address it more appropriately and completely should it be determined to be an issue on our side.

Sandeep V.

S

SLangballe

Participant

Hello,

I too am having the same problem with Adobe Reader.

Citrix XenApp 4.5 in a 6 server farm with Windows Server 2003 x64 O/S.

Faulting application AcroRd32.exe, version 9.4.6.252, faulting module unknown, version 0.0.0.0, fault address 0x000528ef

I have also tried Adobe Reader versions 9.4.6, 9.4.7 and 9.5, with the same results.

Adobe Reader is used on 3 of the 6 servers. Out of these 3 servers only one is having the problem so far.

Updating/Reinstalling the application on the affected server will work for a while and then the error comes back. Both regular users and admin users have the problem.

S

SLangballe

Participant

Hi again

A couple of days ago I installed Windows Updates on one of the servers which were previously working. Now this morning printing from Adobe didn't work. (Adobe crashes when trying to print)

I ran the crash dumps through windbg and it suggested that the error was related to ADMPlugin.apl

I then copied Program Files\Adobe\Reader\Reader\SPPlugins\ADMPlugin.apl from a working computer to the affected server and so far it seems to work. (I did it 30 minutes ago, so no promises)

Søren, Denmark

S

SeanWhetstoneAuthor

Participant

Problem resolved thanks to one of my technical team working it out.

The Microsoft Patch KB2624667 is causing adobe to break!

We uninstalled the patch from the Citrix servers and this does fix the issue

Further googling on this patch number does prove it has caused similar issues in a citrix environment, crashing not just Adobe Reader, but Office
and IE.

http://social.technet.microsoft.com/Forums/en-US/winserversecurity/thread/7d5d1250-00fc-4d88-8f5f-564a6c48764a

Thanks Microsoft

V

vamalik

Participating Frequently

Hi,

Is there any other Adobe product such as Acrobat X installed on the citrix server???

Also, can you provide me the crash log so that I can look at it to find the problem. Steps to do the same are mentioned below.

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

2. Launch WinDbg via the shortcut

3. Open Command Prompt and type in the following commands:

cd c:\Program Files\Debugging Tools for Windows (x86)

windbg.exe –I

4. This would launch the WinDbg application for a moment and then show a dialog stating that WinDbg is now your default debugging application. Click OK to dismiss the same.

5. Open Reader and do whatever operation that produces the crash

6. Once Reader crashes, WinDbg will launch by itself. When prompted type in the following command in the WinDbg Console:

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

7. This will create the crash log in C:\ by the name of temp.dmp. Please send it across in a zipped format.

S

SeanWhetstoneAuthor

Participant

Thanks Vamalik

Where do I send the zipped debug file to?

V

vamalik

Participating Frequently

You can upload it on any file sharing server and paste the link here.

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