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When right-clicking in Windows 10, Acrotray.exe keeps throwing errors

Forum|Forum|7 years ago
May 25, 2018
10 replies
46020 views

I successfully installed Adobe Acrobat Pro 2017 in Windows 10, but when right-clicking any file in explorer I get the following error which keeps popping up!

This is in Dutch, but says it cannot be start because the parallel configuration is not correct.

When I uninstall Acrobat, the error disappears. Any ideas?

General troubleshooting

Correct answer Rondy7984_107

I managed to fix it by going to that designated file location from the error and at first, I thought the acrotray.exe file was missing but it somehow got backed up with the filename acrotray.exe.bak (Bak means Backup file) All you have to do is rename it and delete the ".bak" and it will be fixed automatically.

Summary:
Step 1: Go to "Program files (x86)\adobe\acrobat 2017\acrobat" folder
(In my case it was Program files\adobe\acrobat DC\ acrobat)
Step 2: Find the Acro Tray backup file named acrotray.exe.bak
Step 3: Rename the file and delete the "Bak" so it will become acrotray.exe

If you can't find the backup file, then just simply download acrotray.exe from the web and paste it into that folder

R

Rondy7984_107Correct answer

New Participant

I managed to fix it by going to that designated file location from the error and at first, I thought the acrotray.exe file was missing but it somehow got backed up with the filename acrotray.exe.bak (Bak means Backup file) All you have to do is rename it and delete the ".bak" and it will be fixed automatically.

Summary:
Step 1: Go to "Program files (x86)\adobe\acrobat 2017\acrobat" folder
(In my case it was Program files\adobe\acrobat DC\ acrobat)
Step 2: Find the Acro Tray backup file named acrotray.exe.bak
Step 3: Rename the file and delete the "Bak" so it will become acrotray.exe

If you can't find the backup file, then just simply download acrotray.exe from the web and paste it into that folder

S_S

Community Manager

Hi @21903140_Simene7984,

Hope you are doing well.

Thanks for writing about what worked for you.

Marking this as a correct answer for future users to use as reference.

-Souvik

J

Jay5C97

New Participant

I show you a easy way to FIX this ERROR.

First of of you need CCleaner installed.

Now open it.

Now Goto ---> Tools.

Click on Startup.

Click on Context Menu.

Select adobe acrobate programs may be there is one or two.

Delete those program.

Done 🙂

M

Mustafa DERE

New Participant

@Jay5C97 Teşekkürler dediğin gibi yaptım düzeldi.

A

andthe

New Participant

Commands Used:Dism.exe /online /cleanup-image/scanhealth

DISM.exe /Online /Cleanup-image /Restorehealth

sfc /scannow

P

PootLoops

New Participant

Friendly neighborhood PootLoops here!

I was able to replicate this issue by disabling AcroTray in task manager on startup and resolved the issue on my own. Please open task manager, go to the startup tab and make sure acrotray is enabled then restart. After, open up adobe acrobat and click on the help tab and select "Repair Installation". Let it do its thing and you should be a-ok!

I came here looking for a quick answer, but got frustrated seeing all the guess work and took care of it myself instead. I do hope this helps, and if not, sorry!

D

Dave@Metronomic.com

New Participant

Gvacz,

Did you ever resolve this. I have the same problem.

This happened after I ran Zemana and Malware Bytes anti malware software. Malware Bytes detected that malware called "WebDiscoverBrowser" had been installed. I quaranteened it, Zemana discovered problems with several Acrobat files including acrotray.exe. It quaranteened them automatically. Then I started getting the error. I went back in and told Zemana to restore it. Then I did not get the error. Now today, I am getting the error. I see that indeed the acrotray.exe does not exist. Some how it got deleted.

I am going to attempt to reinstall acrobat reader

E

ewoutt93453776

New Participant

I get the exact same error on Windows 10 (64-bit, version 1803, build 17134.304).

I get the error when:

Trying to rename a file or folder (right-click on folder throws the error)
Right-clicking on a file in 'Recent files'
Right-clicking an item in 'Quick access' (such as Downloads, Documents, Pictures, etc.)

I don't get the error when:

Opening a file or folder
Cutting and pasting files from and to a folder

It seems like whenever I right-click Explorer expects something called AcroTray to load (for a shortcut or something?) and it brakes Explorer.

And the error in the Task Manager:

TL;DR: You broke Windows Explorer with ArcoTray. Please fix it.

Meenakshi Negi

Community Manager

Hi Ewoutt,

As you get the error message, try once the troubleshooting steps mentioned by Adorobat in reply 5 on this forum thread Windows cannot find 'c:\.....\AcroRd32.exe' with a similar issue.

Check if that helps.

If the issue still persists, please share the details as asked below;

- Current application version

- Is it an issue with all the PDF that you try to access?

- Where exactly the files are saved?

- Since when you start experiencing the issue?

- Did you make any recent changes to the application?

We will be waiting for your response.

Feel free to update the thread if you need any help.

Regards,

Meenakshi

G

gvacz13970955Author

New Participant

No, see my original entry of this ticket. It doesn't even look like it...

I already did a re-install, cleaner tool etc.

I don't think you can resolve my problem by yourself, please escalate to an SME.. You are just guessing

G

gvacz13970955Author

New Participant

As suggested by you, I contacted support via chat, but they couldn't solve my problem either and someone from 2nd line would contact me, but up to now, nobody did...

For additional help, reach us at http://helpx.adobe.com/contact.html

General Info
Chat start time	May 29, 2018 2:50:29 AM EST
Chat end time	May 29, 2018 3:04:30 AM EST
Duration (actual chatting time)	00:14:00
Operator	Akshay

Chat Transcript

info: Thanks for contacting us. We’ll find a representative for you to chat with and keep you posted on your wait time.
This chat will become active once a representative responds.

Did you know you can get answers to most of your Adobe-related questions at help.adobe.com? Find helpful video tutorials, tips for troubleshooting, and user guides for all our products. You can even get answers from members of our vibrant forums community. Visit help.adobe.com. Please hold for the next available agent.
info: You are now chatting with Akshay.
Please don’t close the chat window or browser tab since it will end our chat session.
Akshay: Hello. Welcome to Adobe Technical Support.
Akshay: How are you doing today?
GvAC Zeist: Shivam from the Adobe forum suggested t ocontact you: https://forums.adobe.com/message/10409080#10409080
Akshay: May I please know what issue are you facing?
GvAC Zeist: can u check the forum topic i discussed with Shivam? There is a lot of information in there
GvAC Zeist: Everytime I right-click a file in explorer, doesn't matter which file. I get a pop-error for Acrotray saying the parallel configuration is incorrect
Akshay: Please allow me 1-2 minutes to review your account details.
GvAC Zeist: ok, sure
Akshay: Please explain your issue.
GvAC Zeist: Everytime I right-click a file in explorer, doesn't matter which file. I get a pop-error for Acrotray saying the parallel configuration is incorrect
GvAC Zeist: when I uninstall Acrobat, the error is gone
Akshay: Okay have you tried the Acrobat Cleaner tool?
GvAC Zeist: yep
GvAC Zeist: tried about everything
Akshay: Okay I will escalate your case to the next level.
GvAC Zeist: ok ty
Akshay: You will get the mail from our team with in 24-48 hours.
GvAC Zeist: thank-you sir
Akshay: Do not worry, your issue will be resolved .
Akshay: Thank you for contacting Adobe, good bye.

G

gvacz13970955Author

New Participant

No that is not correct, I get the error when I just right-click on any file, not even taking any action.

I completed steps 1 and 2, same error...

Adorobat

Community Manager

Could you confirm if you are getting the error same as mentioned in this link: Error: "...Side-by-side configuration incorrect" | Adobe Creative Suite 4 | Windows If yes, try installing Microsoft Visual C++ 2005 runtime as suggested,

Then, uninstall Acrobat using cleaner tool which you can download from here: Download Adobe Reader and Acrobat Cleaner Tool - Adobe Labs , reboot the machine, and install Acrobat 2017 from this link: Download Acrobat 2017 , reboot the machine and check. ( You need your Acrobat 2017 serial number to complete the installation.)

Thanks,

Shivam

G

gvacz13970955Author

New Participant

I am not trying to convert anything, I am just right-clicking any document in windows explorer. Updated to the latest release, rebooted machine.. etc..etc.. Still the same pop-up errors

Adorobat

Community Manager

Hi Gvacz,

Thanks for the screenshot. As per the information shared, you are receiving error when trying to view any pdf file using Acrobat, is that correct? If yes, please try following troubleshooting steps:

1- Reset preferences for Acrobat using the steps given in this link: How to reset Acrobat Preference settings to default. reboot the machine after resetting preferences and try again.

2- If that doesn't work, repair Acrobat using "Repair installation" option under Help menu, reboot the machine after repair and check.

Thanks,

Shivam

Adorobat

Community Manager

Hi Gvacz,

Are you trying to convert a file in Windows Explorer to a pdf using convert to Adobe PDF option and getting this error? If yes, please try following troubleshooting steps:

1- Reboot the machine if you haven't already and try again.

2- If that doesn't work, check if an update is available for Acrobat using "Check for updates" option under "Help" menu, reboot the machine after installing update and try again. You may also download updates from here: Adobe - Adobe Reader : For Windows

Also, let us know dot version of Acrobat installed on the machine? You may refer to the steps given in this link on how to check the version: Identify the product and its version for Acrobat and Reader DC

Thanks,

Shivam

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