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
6
Replies
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
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
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