Account Management Problem - IE11 and nVidia driver

Report · Nov 12, 2014

I have multiple machines with Adobe products. All but one can access the View Other Products screen under Account Management. The one that won't is running Windows 7 and newly installed IE11. I get notices that IE must close when trying to login. Eventually I can usually navigate to the Account Management page, but if I hit View Other Products or View All Orders the process goes haywire, I never see a screen and "Error processing your request" appears in the IE box. Event Viewer shows faulting application name iexplore.exe and faulting module name nvwgf2um.dll. Today I updated the NVidia driver from Version 9.18.13.1199 to 9.18.13.1269 and it made no difference. I disabled McAfee real-time scanning and it made no difference either.

Can anyone provide guidance, as this is very frustrating?

Drek

Report · Nov 12, 2014

Hi Drek,

That's an interesting one! I'm assuming you've tried using a different web browser? Are you having trouble with other websites in IE11, or is the issue specific to the Adobe website?

I found this article on Microsoft's website, which sounds similar but is related to an earlier version if IE11. It looks it was driver related, and turning off hardware acceleration helped in that case.

http://answers.microsoft.com/en-us/ie/forum/ie9-windows_7/nvwgf2umdll-causes-a-full-appcrash-conditi...

Best,
Sara

Report · Nov 12, 2014

Sara,

I don't have another browser to try. I changed the IE setting to software rendering from hardware rendering and also disabled the three installed accelerators and it made no difference. I have not had this issue with any other web site. Also, I can get to various places within Adobe.com (obviously including the Forums), but just get into trouble when I hit those two links under Account Management. One thing I noticed was that when I hit one of those links, the McAfee site advisor box toggles back and forth from green to gray. The other machines that can access these two links also have Site Advisor installed.

Drek