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A
Anonymous
November 24, 2010
Question

Adobe Reader X cannot Open in Protected Mode

  • November 24, 2010
  • 3 replies
  • 27032 views

Hi,

in a corporate environment.

Tried a few PCs and Laptops - no luck so far = just get the Protect Mode dialogue box. Cant find any clues in event logs or any other logs as to what is preventing protected mode kicking in.

Basic Config is below - couple of things - Default Browser is blank - running IE8 (still got IE6 on most PCs)

and Graphics Card Check says "Not Supported" (also ran this on a lenovo X301 - with the mobile Intel 4 series Express Chipset - v6.14.10.5068 - that also comes up as "Not Supported" - however that is running IE6)

Running Symantec Antivirus 10.1.4.4000

We do have redirected folders and roaming profiles - the install is to a local drive - the temp directory is redirected

Help!?!

Available Physical Memory: 2155004 KB
Available Virtual Memory: 1970452 KB
BIOS Version: HPQOEM - 20090305
Default Browser:
Default Mail: Lotus Notes
    C:\Program Files\Lotus\Notes\nmailman.dll
    Version: 5.0.0
    Creation Date: 2008/08/08
    Creation Time: 1:45:46 P.M.
Graphics Card: Intel(R) Q45/Q43 Express Chipset
    Version: 6.14.10.4950
    Check: Not Supported
Installed Acrobat: C:\Program Files\Adobe\Acrobat 9.0\Acrobat\Acrobat.exe
    Version: 9.3.0.148
    Creation Date: 2010/06/02
    Creation Time: 10:45:43 a.m.
Installed Acrobat: C:\Program Files\Adobe\Reader 10.0\Reader\AcroRd32.exe
    Version: 10.0.0.396
    Creation Date: 2010/11/10
    Creation Time: 12:49:36 P.M.
Locale: English (New Zealand)
Monitor:
    Name: Intel(R) Q45/Q43 Express Chipset
    Resolution: 1920 x 1200 x 60
    Bits per pixel: 32
OS Manufacturer: Microsoft Corporation
OS Name: Microsoft Windows XP Professional
OS Version: 5.1.2600  Service Pack 3
Page File Space: 4194303 KB
Processor: x86 Family 6 Model 23 Stepping 10  GenuineIntel  ~2992  Mhz
System Name: NZ8035WP9577
Temporary Directory: C:\DOCUME~1\m134223\LOCALS~1\Temp\
Time Zone: New Zealand Standard Time
Total Physical Memory: 3628208 KB
Total Virtual Memory: 2097024 KB
User Name: m134223
Windows Directory: C:\WINNT

    This topic has been closed for replies.

    3 replies

    C
    chrisfromiowa
    Participant
    February 28, 2012

    Hello, I dont know if this needs to be answered but I had the problem today and thought someone might need it. 

    During install with the Indexing Service Filter Daemon message still open;

    1) right click on My Computer

    2) select Manage

    3) double click Services and Applications

    4) right click Indexing Service

    5) select Pause

    6) in the Adobe X install message window, click Retry

    7) right click Indexing Service

    8) select Start

    9) say woo hoo!

    AbhigyanModi
    Community Manager
    AbhigyanModiCommunity Manager
    Community Manager
    November 25, 2010

    see http://kb2.adobe.com/cps/860/cpsid_86063.html#main_antivirus

    A
    Anonymous
    November 25, 2010

    Have uninstalled SAV still not working - will be looking at Video drivers etc next.

    A
    arun_aneja
    Participating Frequently
    December 2, 2010

    Ok thanks for that - have done it on a couple of  machines - in both

    instances could only see one Acrord32 process running

    attached below

    A HP DC7900

    PID CPU Description Company Name
    0 98.44 
    n/a  Hardware Interrupts
    n/a  Deferred Procedure Calls
    4  
      608  Windows NT Session Manager Microsoft Corporation
       664  Client Server Runtime Process Microsoft Corporation
       688  Windows NT Logon Application Microsoft Corporation
        740  Services and Controller app Microsoft Corporation
         916  Generic Host Process for Win32 Services Microsoft Corporation
          3108  WMI Microsoft Corporation
          3804  WMI Microsoft Corporation
          3396  WMI Microsoft Corporation
          996  SMS Remote Client UI Local Server Microsoft Corporation
         1000  Generic Host Process for Win32 Services Microsoft Corporation
         1096  Generic Host Process for Win32 Services Microsoft Corporation
          4900 1.56 Sysinternals Process Explorer Sysinternals
         1144  Generic Host Process for Win32 Services Microsoft Corporation
         1252  Generic Host Process for Win32 Services Microsoft Corporation
         1276  Symantec Settings Manager Service Symantec Corporation
         1752  Symantec Event Manager Service Symantec Corporation
         1844  SPBBC Service Symantec Corporation
         2016  Generic Host Process for Win32 Services Microsoft Corporation
         188  MS DTC console program Microsoft Corporation
         416  Content Index service Microsoft Corporation
          2540  Indexing Service filter daemon Microsoft Corporation
          3676  Indexing Service filter daemon Microsoft Corporation
         432  Virus Definition Daemon Symantec Corporation
         472  IBM Lotus Notes/Domino IBM Corp
         500  Machine Debug Manager Microsoft Corporation
         376  IBM Lotus Notes/Domino IBM Corp
         544  NightWatchman Service 1E
          1212  NightWatchman5.0 Client 1E
         1036  
         1068  SAVRoam symantec
         1472  Microsoft Application Virtualization Virtual Service Agent Microsoft Corporation
         1516  Generic Host Process for Win32 Services Microsoft Corporation
         1548  Symantec AntiVirus Symantec Corporation
         1592  Windows User Mode Driver Manager Microsoft Corporation
         1628  User Profile Hive Cleanup Service Microsoft Corporation
         1672  Proxy agent service for 1E WakeUp 1E
         2056  Microsoft Windows Search Indexer Microsoft Corporation
          3652  Microsoft Windows Search Protocol Host Microsoft Corporation
          5952  Microsoft Windows Search Filter Host Microsoft Corporation
         2108  CCM Executive Microsoft Corporation
         2152  Message Queuing Service Microsoft Corporation
         2236  Microsoft Application Virtualization Client Service Microsoft Corporation
         2468  
         5636  Microsoft Office Software Protection Platform Service Microsoft Corporation
         6076  Spooler SubSystem App Microsoft Corporation
         5080  Windows® installer Microsoft Corporation
        752  LSA Shell (Export Version) Microsoft Corporation
        1060  Microsoft Application Virtualization Desktop Configuration Controller Microsoft Corporation
        756  RDP Clip Monitor Microsoft Corporation
       4968  Client Server Runtime Process Microsoft Corporation
       5368  Windows NT Logon Application Microsoft Corporation
    4020  CTF Loader Microsoft Corporation
    3292  Windows Explorer Microsoft Corporation
    1156  SMax4PNP Analog Devices, Inc.
    2400  
    3924  Symantec User Session Symantec Corporation
    3840  AcroTray Adobe Systems Inc.
    276  Windows Search System Tray Microsoft Corporation
    1864  Password Safe Application SourceForge.net
    5992  Internet Explorer Microsoft Corporation
      256  Internet Explorer Microsoft Corporation
      5628  Internet Explorer Microsoft Corporation
    2432  Microsoft (R) Windows Based Script Host Microsoft Corporation
    5104  Adobe Reader  Adobe Systems Incorporated
    668  
    3008  Microsoft Application Virtualization Client Tray Microsoft Corporation
    5920  
    5668  
    3816  IBM Lotus Notes/Domino IBM Corp
    5688  IBM Lotus Notes/Domino IBM Corp
    5912  
    4960  
    5360  CTF Loader Microsoft Corporation

    Process: AcroRd32.exe Pid: 5104

    Name Description Company Name Version
    AcroRd32.exe Adobe Reader  Adobe Systems Incorporated 10.00.0000.0396
    advapi32.dll Advanced Windows 32 Base API Microsoft Corporation 5.01.2600.5755
    clbcatq.dll  Microsoft Corporation 2001.12.4414.0700
    comctl32.dll User Experience Controls Library Microsoft Corporation 6.00.2900.6028
    comres.dll  Microsoft Corporation 2001.12.4414.0700
    ctype.nls  
    gdi32.dll GDI Client DLL Microsoft Corporation 5.01.2600.5512
    imm32.dll Windows XP IMM32 API Client DLL Microsoft Corporation 5.01.2600.5512
    kernel32.dll Windows NT BASE API Client DLL Microsoft Corporation 5.01.2600.5781
    locale.nls  
    mapi32.dll Extended MAPI 1.0 for Windows NT Microsoft Corporation 1.00.2536.0000
    msctf.dll MSCTF Server DLL Microsoft Corporation 5.01.2600.5512
    msctfime.ime Microsoft Text Frame Work Service IME Microsoft Corporation 5.01.2600.5512
    mslbui.dll LangageBar Add In Microsoft Corporation 5.01.2600.5512
    msvcrt.dll Windows NT CRT DLL Microsoft Corporation 7.00.2600.5512
    netapi32.dll Net Win32 API DLL Microsoft Corporation 5.01.2600.5512
    ntdll.dll NT Layer DLL Microsoft Corporation 5.01.2600.5755
    ntmarta.dll Windows NT MARTA provider Microsoft Corporation 5.01.2600.5512
    ole32.dll Microsoft OLE for Windows Microsoft Corporation 5.01.2600.6010
    oleaut32.dll  Microsoft Corporation 5.01.2600.5512
    psapi.dll Process Status Helper Microsoft Corporation 5.01.2600.5512
    rdpsnd.dll Terminal Server MultiMedia Driver Microsoft Corporation 5.01.2600.5512
    rpcrt4.dll Remote Procedure Call Runtime Microsoft Corporation 5.01.2600.6022
    samlib.dll SAM Library DLL Microsoft Corporation 5.01.2600.5512
    secur32.dll Security Support Provider Interface Microsoft Corporation 5.01.2600.5753
    shell32.dll Windows Shell Common Dll Microsoft Corporation 6.00.2900.6018
    shlwapi.dll Shell Light-weight Utility Library Microsoft Corporation 6.00.2900.5912
    sortkey.nls  
    sorttbls.nls  
    unicode.nls  
    user32.dll Windows XP USER API Client DLL Microsoft Corporation 5.01.2600.5512
    uxtheme.dll Microsoft UxTheme Library Microsoft Corporation 6.00.2900.5512
    version.dll Version Checking and File Installation Libraries Microsoft Corporation 5.01.2600.5512
    winmm.dll MCI API DLL Microsoft Corporation 5.01.2600.5512
    winspool.drv Windows Spooler Driver Microsoft Corporation 5.01.2600.5512
    winsta.dll Winstation Library Microsoft Corporation 5.01.2600.5512
    wldap32.dll Win32 LDAP API DLL Microsoft Corporation 5.01.2600.5512

    a Lenovo X301 .....stripped of AV etc

    PID CPU Description Company Name
    0 94.62 
    n/a  Hardware Interrupts
    n/a 0.77 Deferred Procedure Calls
    4  
      1216  Windows NT Session Manager Microsoft Corporation
       1288 0.77 Client Server Runtime Process Microsoft Corporation
       1312  Windows NT Logon Application Microsoft Corporation
        1356 2.31 Services and Controller app Microsoft Corporation
         1516  ThinkPad Power Management Service Lenovo
         1544  Generic Host Process for Win32 Services Microsoft Corporation
         1652  Generic Host Process for Win32 Services Microsoft Corporation
         1692  Generic Host Process for Win32 Services Microsoft Corporation
         1736  Generic Host Process for Win32 Services Microsoft Corporation
         1768  Generic Host Process for Win32 Services Microsoft Corporation
         1796  Spooler SubSystem App Microsoft Corporation
         1992  Generic Host Process for Win32 Services Microsoft Corporation
         2044  Cisco Systems VPN Client Cisco Systems, Inc.
         196  Provides Encryption Anywhere services for the Client Console. GuardianEdge Technologies, Inc.
          2160  EAFRCliADSIComm Application GuardianEdge Technologies, Inc.
         228  Machine Debug Manager Microsoft Corporation
         280 0.77 Generic Host Process for Win32 Services Microsoft Corporation
         320  Windows User Mode Driver Manager Microsoft Corporation
        1368  LSA Shell (Export Version) Microsoft Corporation
    2004  Windows Explorer Microsoft Corporation
    1620 0.77 Alps Pointing-device Driver Alps Electric Co., Ltd.
      1712  ApMsgFwd Alps Electric Co., Ltd.
    268  Sierra Wireless Updater  Sierra Wireless, Inc.
    2000  WatcherHelper Application Sierra Wireless Inc.
    1848  Encryption Anywhere Client Application GuardianEdge Technologies, Inc.
    744  CTF Loader Microsoft Corporation
    2692  Sysinternals Process Explorer Sysinternals
    2496  Adobe Reader  Adobe Systems Incorporated
    2036  Alps Pointing-device Driver for Windows NT/2000/XP/Vista Alps Electric Co., Ltd.

    Process: AcroRd32.exe Pid: 2496

    Name Description Company Name Version
    AcroRd32.exe Adobe Reader  Adobe Systems Incorporated 10.00.0000.0396

    advapi32.dll Advanced Windows 32 Base API Microsoft Corporation 5.01.2600.5755
    clbcatq.dll  Microsoft Corporation 2001.12.4414.0700
    comctl32.dll User Experience Controls Library Microsoft Corporation 6.00.2900.6028
    comres.dll  Microsoft Corporation 2001.12.4414.0700
    ctype.nls  
    gdi32.dll GDI Client DLL Microsoft Corporation 5.01.2600.5512
    imm32.dll Windows XP IMM32 API Client DLL Microsoft Corporation 5.01.2600.5512
    kernel32.dll Windows NT BASE API Client DLL Microsoft Corporation 5.01.2600.5781
    locale.nls  
    mapi32.dll Extended MAPI 1.0 for Windows NT Microsoft Corporation 1.00.2536.0000
    MSCTF.dll MSCTF Server DLL Microsoft Corporation 5.01.2600.5512
    MSCTFIME.IME Microsoft Text Frame Work Service IME Microsoft Corporation 5.01.2600.5512
    mslbui.dll LangageBar Add In Microsoft Corporation 5.01.2600.5512
    msvcrt.dll Windows NT CRT DLL Microsoft Corporation 7.00.2600.5512
    ntdll.dll NT Layer DLL Microsoft Corporation 5.01.2600.5755
    ntmarta.dll Windows NT MARTA provider Microsoft Corporation 5.01.2600.5512
    ole32.dll Microsoft OLE for Windows Microsoft Corporation 5.01.2600.6010
    oleaut32.dll  Microsoft Corporation 5.01.2600.5512
    rpcrt4.dll Remote Procedure Call Runtime Microsoft Corporation 5.01.2600.6022
    samlib.dll SAM Library DLL Microsoft Corporation 5.01.2600.5512
    secur32.dll Security Support Provider Interface Microsoft Corporation 5.01.2600.5753
    shell32.dll Windows Shell Common Dll Microsoft Corporation 6.00.2900.6018
    shlwapi.dll Shell Light-weight Utility Library Microsoft Corporation 6.00.2900.5912
    sortkey.nls  
    sorttbls.nls  
    unicode.nls  
    user32.dll Windows XP USER API Client DLL Microsoft Corporation 5.01.2600.5512
    uxtheme.dll Microsoft UxTheme Library Microsoft Corporation 6.00.2900.5512
    version.dll Version Checking and File Installation Libraries Microsoft Corporation 5.01.2600.5512
    winmm.dll MCI API DLL Microsoft Corporation 5.01.2600.5512
    winspool.drv Windows Spooler Driver Microsoft Corporation 5.01.2600.5512
    wldap32.dll Win32 LDAP API DLL Microsoft Corporation 5.01.2600.5512


    It will show 1 AcroRd.exe only as you are running in non-sandbox mode.

    Moreover, I do see some Guardian Edge products running on your system (the one which is stripped of AV etc). Guardian Edge is acquired by Symantec and provides data encryption technology.

    Can you please uninstall/disable all Symantec related products and provide the path of installation also?

    MichaelKazlow
    MichaelKazlow
    Legend
    November 25, 2010

    Reader X REQUIRES  MSIE 7 or 8, so your MSIE 6 machines cannot run Reader X. So your other test machine is not a good one to use. I would expect that the graphics chipset is the problem as strange as that may be. But before jumping to that conclusion, try turning of all video acceleration.

    A
    Anonymous
    November 25, 2010

    Yup - we installed IE8 on the laptop and have removed SAV completely, no joy - will try the Video Drivers next

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