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Question

Menu bar disappears in Acrobat Professional DC on Windows 10

Forum|Forum|9 years ago
September 16, 2016
2 replies
2878 views

Heyho Community,

i have a problem with Adobe Adcrobat Professional DC, which occurs on a users client in our enterprise.

Description: The user has been working with Acrobat Professional DC on Windows 7 (x64) before without any problems. After upgrading her system (full install, not inplace upgrade), the Acrobat Professional DC applicaton shows the following behaviour: When opening a PDF-Document and not having Acrobat in full screen mode, the menu bar will disappear and the app freezes, as soon as i try to drag the window. I am also not able to press "X" in order to close the application, so i need to kill the task manually.
This error does not occur when you instantly maximazie the window to fill-screen mode. I have read about some problems caused by Kaspersky products, but we are using Symantec and did not have any problems until now.

I already tried to reinstall the software, deleted the preferences in %localappdata% and switched several settings directly in Acrobat. Nothing of this solved the problem, so any hints and help would be really appreciated!

If i should/ can provide further information to you, just tell

Kind regards,

Christoph

This topic has been closed for replies.

AadeshSingh

Participating Frequently

Hi dadadadaaaaa

Sure, give it a try & let us know how it goes.

Regards,
Aadesh

dadadadaaaaaAuthor

Participant

Heyho Aadesh,

i've got some news regarding this. While looking up both the ProcMon Files i found an "ACCESS DENIED" error in the file from the normal user session:

Acrobat.exe	RegOpenKey	HKLM\System	ACCESS DENIED	Desired Access: Create Sub Key
Acrobat.exe	RegCreateKey	HKLM\Software\WOW6432Node\Adobe	ACCESS DENIED	Desired Access: Write
Acrobat.exe	RegCreateKey	HKLM\SOFTWARE\WOW6432Node\Adobe	ACCESS DENIED	Desired Access: Write
Acrobat.exe	RegCreateKey	HKLM\Software\WOW6432Node\Microsoft\WBEM\CIMOM	ACCESS DENIED	Desired Access: Query Value, Set Value
Acrobat.exe	RegCreateKey	HKLM\Software\WOW6432Node\Microsoft\WBEM\CIMOM	ACCESS DENIED	Desired Access: Query Value, Set Value
Acrobat.exe	RegCreateKey	HKLM\SOFTWARE\WOW6432Node\Microsoft\WBEM\CIMOM	ACCESS DENIED	Desired Access: Query Value, Set Value
Acrobat.exe	RegCreateKey	HKLM\SOFTWARE\WOW6432Node\Microsoft\WBEM\CIMOM	ACCESS DENIED	Desired Access: Query Value, Set Value
Acrobat.exe	RegCreateKey	HKLM\Software\WOW6432Node\Microsoft\WBEM\CIMOM	ACCESS DENIED	Desired Access: Read/Write
Acrobat.exe	RegCreateKey	HKLM\Software\WOW6432Node\Microsoft\WBEM\CIMOM	ACCESS DENIED	Desired Access: Read/Write
Acrobat.exe	RegCreateKey	HKLM\SOFTWARE\WOW6432Node\Microsoft\WBEM\CIMOM	ACCESS DENIED	Desired Access: Read/Write
Acrobat.exe	RegCreateKey	HKLM\SOFTWARE\WOW6432Node\Microsoft\WBEM\CIMOM	ACCESS DENIED	Desired Access: Read/Write

It looks like this in the elevated session:

Acrobat.exe	RegCreateKey	HKLM\Software\WOW6432Node\Microsoft\WBEM\CIMOM	SUCCESS	Desired Access: Query Value, Set Value, Disposition: REG_OPENED_EXISTING_KEY
Acrobat.exe	RegCreateKey	HKLM\Software\WOW6432Node\Microsoft\WBEM\CIMOM	SUCCESS	Desired Access: Read/Write, Disposition: REG_OPENED_EXISTING_KEY
Acrobat.exe	RegCreateKey	HKLM\Software\WOW6432Node\Microsoft\WBEM\CIMOM	SUCCESS	Desired Access: Query Value, Set Value, Disposition: REG_OPENED_EXISTING_KEY
Acrobat.exe	RegCreateKey	HKLM\Software\WOW6432Node\Microsoft\WBEM\CIMOM	SUCCESS	Desired Access: Read/Write, Disposition: REG_OPENED_EXISTING_KEY
Acrobat.exe	RegCreateKey	HKLM\Software\WOW6432Node\Microsoft\WBEM\CIMOM	SUCCESS	Desired Access: Query Value, Set Value, Disposition: REG_OPENED_EXISTING_KEY
Acrobat.exe	RegCreateKey	HKLM\Software\WOW6432Node\Microsoft\WBEM\CIMOM	SUCCESS	Desired Access: Read/Write, Disposition: REG_OPENED_EXISTING_KEY
Acrobat.exe	RegCreateKey	HKLM\Software\WOW6432Node\Microsoft\WBEM\CIMOM	SUCCESS	Desired Access: Query Value, Set Value, Disposition: REG_OPENED_EXISTING_KEY
Acrobat.exe	RegCreateKey	HKLM\Software\WOW6432Node\Microsoft\WBEM\CIMOM	SUCCESS	Desired Access: Read/Write, Disposition: REG_OPENED_EXISTING_KEY

Do you think this might cause the problem i am facing on the client?

Do you have further troubleshooting-steps that i can try?

Greetings,

Christoph

AadeshSingh

Participating Frequently

HI dadadadaaaaa

Please check under "Acrobat DC -. Edit menu -> Preferences -> Documents -> "Allow documents to hide menu bar, toolbars, & window controls". Is it checked?

Also, hit the F9 key to hide/unhide the Menu bar.

Regards,
Aadesh

AadeshSingh

Participating Frequently

Hi dadadadaaaaa

Please try the below troubleshooting steps:

1) Right click on the Acrobat DC icon & run as administrator. Check if the issue persist.

2) Disable "Symantec" & then try to replicate the issue.

3) Create a new user account on Windows 10 with admin right & then try to replicate the issue.

Let me know how it goes.

Regards,

Aadesh

dadadadaaaaaAuthor

Participant

Hello Aadesh

I did now perform the steps you recommended to me, except deactivating Symantec because it is blocked by group policy. We can't even stop the Symantec services.

When i open Acrobat with administrative rights, i do not face the problem. The menu bar stays and acrobat doesn't freeze. When i open it as normal user, i do have the problem as described above. It doesn't matter if i use my personal account, the affected user's account or the account of her colleague. We also created a new user account on the client, same behaviour. It seems like Acrobat wants to use a .dll file or something like that but hasn't enough rights to open it in normal user mode. I did create ProcMon files for both the user-mode and the admin-mode, but haven't been able to look thru them by now. When i find something suspicious i'll tell you

I really appreciate further troubleshooting steps, and thanks for your help so far!

Kind regards,

Christoph

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