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frank_hks7mgt
Participant
August 5, 2011
Question

Adobe Reader X 10.1.0 freezes

  • August 5, 2011
  • 14 replies
  • 50780 views

we are having issues where users are experiencing reader x freezing. when it freezes, the acrord32.exe is unable to be killed off and the PC needs to be rebooted.

A strange behaviour was when one PC froze, i logged off the user and logged on as my admin account and the acrord32.exe was still running with the guid still visible in the frozen state. had to reboot to free up the application.

When using Reader 9.x.x there were no issues, since introducing Reader X to the fleet of PCs we are getting calls left right and centre.

We run a prodomantly WinXP SP3 but are filtering through Win7 PCs.

What's going on with the stability of Reader with X ???

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    14 replies

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    A
    Anonymous
    September 30, 2011

    Are you running 10.1.x in "Protected Mode" on the Windows XP SP3 or Windows 7 Machines?

    Have you tried disabling your Antivirus software to see if it is having a conflict? 

    There are numerous posts where older versions of Symantec Endpoint and McAffee have issues with 10.1.x.  I'd be curious if you have ruled out this possibility.

    B
    BLKessler
    Participant
    September 30, 2011

    I am having the exact same problem with Adobe Reader X 10.1.0. (And let me tell you, the thing where logging out and back in still doesn't kill Adobe Reader is a horrible thing! Some of our documents are confidential, and the potential for logging in and seeing somebody else's open document from a theoretically crashed Adobe Reader is not a good thing.)

    We've deployed Adobe Reader X through Group Policy here, so I thought that I might have done something wrong there (even though I've done it successfully in the past). When Adobe releases updates to Reader, I apply them through Group Policy as well.

    Primarily because we've upgraded from one version to another over time, I'm wondering if something somewhere got hosed along the way. With that in mind, I'm going to try the workaround above suggested by FBCTNashville. (I'd be willing to do the debug thing, if necessary.)

    Is it possible that the problem comes up depending on if there were one or more previous versions of Adobe Reader that have been upgraded over time as security patches, etc., are released?

    Primarily because we've upgraded from one version to another over time, I'm wondering if something somewhere got hosed along the way. With that in mind, I'm going to try the workaround above suggested by FBCTNashville. (I'd be willing to do the debug thing, if necessary.)

    J
    Jakpro1223
    Participant
    August 5, 2011

    I am having the same issues. I uninstalled it and reinstalled 3 times and every time the same issues.

    It primarily occurs on websites with embedded pdf files. I have had nothing but problems on the usps.com website trying to print shipping labels.

    I finally uninstalled 10.1 and installed 9.4 which gives me no problems.

    I am using Firefox 5.0

    A
    Adobe Employee
    Ankit_Jain
    Adobe Employee
    August 5, 2011

    Hi,

    Can you let me know what exactly prompts the freezing of Adobe Reader X on your systems? Does it happen on simply launching the application OR does it occur when you open a specific PDF in the application?

    Thanks

    Ankit

    F
    frank_hks7mgtAuthor
    Participant
    August 5, 2011

    it varies. mostly when opening a pdf document (regardless from mapped shares, local hdd or emails) but we have seen an increase in when trying to print the PDF document (regardless of printers).

    Repair and reboot seems to be resolving most issues but in one case a windows user profile being recreated was the solution.

    Still early days though...

    A
    Adobe Employee
    Ankit_Jain
    Adobe Employee
    August 5, 2011

    Would it be possible for you to provide me with the crash dump for the same. You can get the dump, by following the below mentioned steps:

    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

    9. Please upload the dump  (compress the dump using WinZip or likewise) at some site and provide the link for the same.

    Thanks

    Ankit

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