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_Dean_Harris_
Participant
July 15, 2008
Question

Acrobat v9 Pro and Standard Runtime Error!

  • July 15, 2008
  • 41 replies
  • 41946 views
My company recently got in the CD's from Adobe for Acrobat 9 Professional and Acrobat 9 Standard.

I installed Acrobat 9 Pro on one of our systems. The system got a runtime error every time Adobe Acrobat started citing "C:\Program Files\Adobe\Acrobat 9.0\Acrobat\Acrobat.exe This application has requested the Runtime to terminate it in an unusal way. Please contact the application's support team for more information."

Initially, I thought it was an issue with that system. So, I installed Acrobat Standard on two other systems. Both units get the same error.

Of the 3 units 2 are identical IBM workstations with some different software installed. 1 is an HP system. The OS is a fairly clean Windows XP SP2 otherwise very stable installation.

I searched Adobe forums and here but haven't come across much version 9 questions/comments.

Initially, I was going to fully uninstall Acrobat and try the installation again. However, now that 2 other systems are getting the same error, I feel it would be a waste of time.

Any ideas on what to look for to resolve this issue?

Previous version was the latest v8 which 9 uninstalled.

Thanks in advance!

-Dean

EDIT: I did come across this for version 8 and tried the same fix with 9, but to no effect:
================================================================================
C++ Runtime error after launching Acrobat or Adobe Reader 8 on Windows
Issue
When you launch Adobe Acrobat 8 Standard, Professional, or Adobe Reader 8 on Windows, an error occurs:

Runtime Error!
Program: C:\Program Files\Adobe\Acrobat 8.0\Acrobat\Acrobat.exe

This application has requested the Runtime to terminate in an unusual way. Please contact the application's support team for more information.

Solution
Disable the Updater.api plug-in.

Navigate to where Acrobat or Adobe Reader is installed, usually
C:\Program Files\Adobe\Acrobat 8.0\Acrobat\plug_ins
or C:\Program Files\Adobe\Reader 8.0\Reader\plug_ins
Rename the Updater.api plug-in to Updater.api.old
Relaunch Acrobat or Reader.
-----------------------------------------------------------------------------------
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    41 replies

    Show previous replies
    _
    _Samanta_Black_
    Participant
    July 18, 2008
    hi
    i had the same problem. the trick is: if you have reader 9 and acro 9 instolled on the same machine you've got plenty of problems. Try to destroy reader, this helped on my machine.
    J
    jmscott42
    Participant
    July 17, 2008
    Adobe needs to get with the program, as folder redirection is becoming increasingly common and there's no reason they should have such issues with it. We had issues with Acrobat 8 not looking in its own installation directory for files there, that it expected in the user's (roamed) "Application Data" folder. (on installation, the files were put both in the Acrobat folder, and the user folder-- instead of copying them over if missing, or looking in Program Files\Acrobat it crashed) Thankfully it was only on specific functions that not many of our users ever used, but I had to copy files manually for those users who did need it.

    I run a computer lab with about 40 machines for 300 students-- we have to use roaming profiles, so if this bug is tied to that, well.. I guess we don't use Acrobat 9 until it's fixed.

    Thanks for finding that out...
    MichaelKazlow
    MichaelKazlow
    Legend
    July 18, 2008
    If you want Adobe to get with the program you have to let them know.



    Mike
    _
    _Sabian_Zildjian_
    Participating Frequently
    July 17, 2008
    Time to talk to your IT Department.

    Sabian
    _
    _Dean_Harris_Author
    Participant
    July 17, 2008
    OK. We also have roaming profiles, but I'm the only one who ever actually "roams".

    ~I was starting to think that may have something to do with it, but have no control over user accounts.

    -Dean
    _
    _Jim_Vennes_
    Participant
    July 17, 2008
    I have found the culprit...

    Acrobat 9 (reader and pro) do not play well with Redirected Folders in an Active Directory environment. More specifically... a redirected "Application Data" folder.

    Any of my users which do NOT have roaming profiles (aka redirected folders) have no problems running acrobat 9. In other words, users who have their "Application Data" folder in "C:\Documents and Settings\username\Application Data" are fully functional and do not receive the C++ Runtime error.

    Perhaps the Acrobat developers will have a fix for users of the new millenium who use UNC paths...

    Hope this helps
    _
    _Dean_Harris_Author
    Participant
    July 17, 2008
    Hi Justin,

    I am SO glad someone else has this issue. Well, not glad you have issues- but glad to see it's not all that unique.

    I suspect you won't have any success installing on C: as I installed on C:.

    That problem is that Acrobat 9 takes quite a while to install and time is money.

    I spoke with Adobe tech support and it took 30 minutes of the women reading her script and me saying "I did that but will try again."

    I told my Manager I thought we were better off sticking with v8 until some patch is released for v9.

    I am simply not confident that I will get a resolution with level 2 tech support at adobe. But I am confident it WILL take over 1hr of my time at least.

    These systems are fairly vanilla IBM workstations with updated BIOS and not too many apps installed.

    Too much of an uphill battle IMO to make v9 work.

    But I may attempt to call Adobe again if I have downtime.

    -Dean
    J
    jmscott42
    Participant
    July 16, 2008
    Am seeing the same issues here on a fully patched XP SP2 system that had Acrobat 7 Pro on. I did a full uninstall, reboot, then installed Acrobat 9. Installation went fine, but pretty much nothing is working properly, giving the runtime errors. I tried the suggestions posted here to no avail, as well.

    I installed the application on drive D:, not C:-- I may try to uninstall and put it on C: as I've noticed at times Adobe's apps seem very unhappy not in their absolute default locations.
    _
    _Dean_Harris_Author
    Participant
    July 15, 2008
    Yes- the results were identical.

    -Dean
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    _Sabian_Zildjian_
    Participating Frequently
    July 15, 2008
    Dean,

    Did you try Eric's suggestion?

    Sabian
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    _Dean_Harris_Author
    Participant
    July 15, 2008
    HI,

    Since posting the original message I have tried completely uninstalling Adobe 8. Then I installed just the Acrobat 9 Reader.

    I got the same runtime error with the reader executable.

    I tried disabling NAV Corporate services and the results are the same.

    I have installed Acrobat 9 Pro using a different user account. It made no difference.

    Open to any ideas. I have a post on experts-exchange as well.

    The runtime error- is it a general conflict between the adobe executable and *some* piece of software on our systems?

    -Dean
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