Message - There was a problem reading this document (57)

Explorer ,
Nov 20, 2012 Nov 20, 2012

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Anyone else have this problem?

Purchased version of Windows 32 bit version of Acrobat XI update will not install properly or work.

First error info message is as per title after initial red screen which only appears once.

Second error info message is verify operation failed.

2 downloads, 3 installs and 2 repairs produce same result.

Adobe Australia called three times on 1800614863 but only automated selections 322323 made and transfer promised.

First call at 0901 local time.

All calls placed on hold first two timed out.

31 minutes into third call got an answer from a man in India.

In answer to my question:

Are you receiving reports of problems installing purchased upgrade versions of Acrobat XI Pro?

The answer was No.

He took details of messages and offered to help but I declined.

I have purchased and used all Acrobat Pro upgrades since 6.

Complete installation attempted.

Being done on a clean install of Windows XP SP3 on an OQO02 with only other program installed Office 2007 SBE.

Message was edited by: OQOroger to reflect inability to connect  to seller Adobe Australia. Also Adobe site can't stay on Australia but reverts to USA. Full price of $A282 paid. USA purchasers only pay $US199 ($A191.57 at present exchange rates.) Credit card account already debited for purchase made yesterday. Subject line corrected 'as' changed to 'was'.

Message was edited by: OQOroger Corrected the price paid and currency conversion amount to show extra paid by Australians for 'local' support (from India). Added 'Message -' to title to make it less cryptic.

Message was edited by: OQOroger  Typical setup installation results in same problems except 'There was a problem reading this document (57)' window does not appear. First window displaying and asking for acceptance of license conditions has no bottom section when first displayed so there is no way to accept these conditions except to close this window (confirm window appears) and launch program again when bottom panel is displayed.

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Install update and subscribe to Acrobat

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correct answers 1 Correct answer

Explorer , Dec 03, 2012 Dec 03, 2012

I was asked by Adobe customer support to install Adobe Acrobat XI Pro using my existing download AcrobatPro_11_Web_WWMUI.exe, Date Created: 20/11/2012 10:05 PM, Size: 501 MB, under a newly created account (Adobe) after uninstalling and using Adobe Reader and Adobe Acrobat Cleaner Tool program, AdbeArCleaner.exe, File Version: 1.0.0.0, Date Created: 5/04/2012 8:05 PM, Size: 1.95 MB.

Exactly the same problems and reports found. Same message posted on Adobe Customer Support Portal.

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LEGEND ,
Nov 21, 2012 Nov 21, 2012

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Were you logged in as the administrator? Did you have anti-virus turned off? Both are typically needed.

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Explorer ,
Nov 22, 2012 Nov 22, 2012

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In reply:

Yes and yes.

I will post my case reports to Adobe here when I get time but they have not provided anything back to me to date.

Problems persist even when Typical setup chosen except first (subject) message does not appear.

Acrobat Reader XI and Acrobat X Pro worked on same computer before upgrade attempted. Both now removed.

I have used Acrobat since version 5 and updated to Pro every time an upgrade was offered.

Some of my computers are still running earlier versions. Never had any problems previously

I would like to hear from anyone with a successful upgrade to Acrobat XI Pro as I can see lots of separate issues with my attempts at instalation.

Years ago a common comment in the industry was:

All software is shipped broken.

I have not seen any this broken for a long time!

.

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LEGEND ,
Nov 22, 2012 Nov 22, 2012

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I installed AAXI on Win7 and have had no problems. I have been tempted to put it on my desktop (XP), but have not done that yet.

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Explorer ,
Nov 23, 2012 Nov 23, 2012

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Looks like there is something wrong with the OQO02 I used.

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Explorer ,
Nov 24, 2012 Nov 24, 2012

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Acrobat Reader XI instals and runs with no apparent problems. 'verify operation failed' window seen a few times.

Adobe support has proved of no use. Contact by telephone has proved difficult as one is left on hold for long periods. Adobe portal just claims they can't phone but does not indicate what error messages indicate. Actual details follow:

Case #0183824165

  

 

   

Updated

Friday, November 23, 2012 2:00:27 PM PST

Opened

Tuesday, November 20, 2012 4:35:45 PM PST

Status

Open - Pending Adobe Response

Product

Acrobat Professional 11.

Support contract

Adobe Support Program

Subject

installtion help

Notes & responses

Notes from Customer

Friday, November 23, 2012 2:00:27 PM PST
Keep trying to call. No calls received from any caller identifying as from Adobe by name or with a return number.
Adobe XI Pro removed from computer on which it was installed. 

Notes to Customer

Wednesday, November 21, 2012 10:04:12 PM PST
Hi John  ,

Thank you for calling Adobe. We are responding you with regard to your
issue with Adobe . We would like to inform you

that we have tried calling you but could not reach you .

So we request you to call us back so that we can help you in the best
possible manner.

For more help feel free to call us onour toll free number 1800614863

Have a nice day ahead

Adobe Customer Service

Notes from Customer

Wednesday, November 21, 2012 3:56:00 PM PST
Typical setup installation results in same problems except
'There was a problem reading this document (57)'
window does not appear.
First window displaying and asking for acceptance of license conditions has no bottom section when first displayed so there is no wa
y to accept these conditions except to close this window (confirm window appears) and launch program again when bottom panel is disp
layed. 

Notes from Customer

Wednesday, November 21, 2012 12:32:34 PM PST
Problem still there after program removal and restore overnight.
Installation chosen is complete rather than typical or custom,
Red screen is a square Window with a red border only seen at very first launch describing Acrobat Pro copyright, legals and version.

As problem repeatable seems a genuine software problem or 'bug'. 

Notes from Customer

Tuesday, November 20, 2012 11:03:39 PM PST
My purchased version of Windows 32 bit version of Acrobat XI Pro update will not install properly.
2 downloads, 3 installs and 2 repairs produce same result.
Installation appears normal.
Attempt to open Acrobat XI Pro returns following window info message after initial red screen (which only appears once) :
'There was a problem reading this document (57)'
Message - There was a problem reading this document (57).
Other problems follow including following window info messages:
'verify operation failed' and
'Unknown problem' when attempting unsuccessfully to create a PDF file from clipboard.
See also http://forums.adobe.com/message/4862987#4862987
Being done on a OQO02 restore of Windows XP SP1 with upgrade to SP3 with Office 2007 SBE installed. 

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Explorer ,
Nov 30, 2012 Nov 30, 2012

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No useful help obtained from Adobe. Help desk in India did call and I explained problem in detail and asked for email advice. This was promised but all I have been asked to date is to create another user account on my PC which I have called Adobe.

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LEGEND ,
Nov 30, 2012 Nov 30, 2012

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When you say 'There was a problem reading this document (57)', is this in response to actually selecting the AAXI program out of the program list or when clicking on a PDF? I.E., did you get AAXI to install? I am a bit confused from the list of messages and am not sure I understand. So: (1) did AAXI install with no error messages? (2) if installed, are you able to open Acrobat from the program listing in windows? and (3) if AAXI opens, can you select a PDF to open? Other issues would be related to creating a PDF, but let's try to address just reading PDFs first. I am not sure what OQO02 is, but assume it is a product model of a computer.

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Explorer ,
Dec 01, 2012 Dec 01, 2012

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(1) No.

Error messages were:

'There was a problem reading this document (57)' (once only after square red bordered initial window) and

'verify operation failed'

AAXI Pro did install but did not work as expected.

(2)Yes

(3)Yes

OQO02 is an UMPC (see http://en.wikipedia.org/wiki/OQO)

My username on OQOTalk is roger (see www.oqotalk.com/)

I own 6 working second hand units so I can try out different configurations. I purchased one new but it is now unserviceable.

(Purchased programs known not to work on OQO02s include Active@Boot Disk booting from a USB boot stick and LapLink for file transfer by cable.)

Attempt to open 'View' tab freezes AAXIPro-can only turn off from 'Windows Task Manager'.

AAXI Reader installed

'verify operation failed' error message appears randomly.

Problem explained in detail twice to an Adobe employees in India with a request that advice be by email due to waiting times.

The two seemed more interested in offering me a refund but I have declined this offer more than four times with the advice that I am prepared to wait until the first update which I expect will resolve the problem.

Screen shots not available as normally created using Acrobat and I don't know any other method.

I am experienced in computer use but am lacking in detailed technical knowledge of operating systems capabilities eg I have never used remote desktop.

Thanks for your interest.

My experience with Adobe is that it is increasingly more difficult to contact anyone really able to help particularly if your purchases from them are as infrequent as mine.

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Explorer ,
Dec 03, 2012 Dec 03, 2012

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I was asked by Adobe customer support to install Adobe Acrobat XI Pro using my existing download AcrobatPro_11_Web_WWMUI.exe, Date Created: 20/11/2012 10:05 PM, Size: 501 MB, under a newly created account (Adobe) after uninstalling and using Adobe Reader and Adobe Acrobat Cleaner Tool program, AdbeArCleaner.exe, File Version: 1.0.0.0, Date Created: 5/04/2012 8:05 PM, Size: 1.95 MB.

Exactly the same problems and reports found. Same message posted on Adobe Customer Support Portal.

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Explorer ,
Dec 05, 2012 Dec 05, 2012

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Latest from Adobe:

Notes from Customer

Wednesday, December 5, 2012 2:08:08 PM PST
What do you want me to respond to?

Notes to Customer

Tuesday, December 4, 2012 12:45:08 AM PST

Hi John Face,

Thank you for contacting Adobe Support. My name is Gurmeet .This is in

regards to your concern regarding an issue with the of AdobeAcrobat Pro

110.0  applications .

I understand the importance of your time in getting the issue resolved .

We appreciate your cooperation with us.  We really apologize for the

inconvenience you faced.

Your Adobe support case number for this interaction is:......183824165.

Will call you back tomorrow to get the issue fixed.

Thanks for contacting Adobe Support and we appreciate your time spent.

Have a nice day.

Regards,

Adobe Support.

Problem unresolved.

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Explorer ,
Dec 06, 2012 Dec 06, 2012

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I feel I am just getting the run-around in the hope I will give up my support request;

Latest from Adobe:

Notes from Customer

Thursday, December 6, 2012 8:34:20 PM PST
Computer used has 1GB RAM.
Please provide meaningful support rather than repeating text below with irrelevant content where  ++++ indicated below:

Hi John Face,


Thank you for contacting Adobe Support. My name is Gurmeet .This is in
regards to your concern regarding an issue with the of AdobeAcrobat Pro
110.0 applications .

I understand the importance of your time in getting the issue resolved .
We appreciate your cooperation with us. We really apologize for the
inconvenience you faced.

Your Adobe support case number for this interaction is:......183824165.
++++
(irrelevant content)

Thanks for contacting Adobe Support and we appreciate your time spent.
Have a nice day.

Regards,
Adobe Support

 

Notes to Customer

Thursday, December 6, 2012 12:11:54 AM PST

Hi John Face,

Thank you for contacting Adobe Support. My name is Gurmeet .This is in

regards to your concern regarding an issue with the of AdobeAcrobat Pro

110.0  applications .

I understand the importance of your time in getting the issue resolved .

We appreciate your cooperation with us.  We really apologize for the

inconvenience you faced.

Your Adobe support case number for this interaction is:......183824165.

would like to inform you that you have a 512MB of RAM on the computer

and according to the system requirement 1GB is recomended.

Would request you to call us back to get the issue fixed.

Please visit the below link to check for the system requirement :

http://www.adobe.com/us/products/acrobatpro/tech-specs.html

Thanks for contacting Adobe Support and we appreciate your time spent.

Have a nice day.

Regards,

Adobe Support.

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Explorer ,
Dec 07, 2012 Dec 07, 2012

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LATEST

Despite my advice of some of the many faults I have experienced with Acrobat XI Pro, Adobe support has never asked me to provide a 'Systems Report' which is available under the 'Help' tab.

This report indicates:

'Installed Acrobat: C:\Program Files\Adobe\Acrobat 11.0\Acrobat\Acrobat.exe

    Version: 11.0.0.379

    Creation Date: 2012/09/23

    Creation Time: 8:43:44 PM'

So if anyone has a working version other than 379 please let me know.

Complete 'Systems Report' is in a window named 'System Information' as is set ot below.

From first window

Adobe Acrobat Pro

menu

Help/Online Support/Generate System Report

returns window

System Information

with 2 parts

'System Parameters' and 'Installed Plug-ins'

first part details:

System Parameters

Account Detail:

   User Rights: Admin

   User Account Control: Undefined

   Process Integrity: Undefined

   Profile Type: None

Acrobat Detail:

   Sandboxing: Off

   Captive Reader: No

   Multi-Reader on Desktop Support: Off

Available Physical Memory: 530036 KB

Available Virtual Memory: 1993360 KB

BIOS Version: OQO    - fe60019

Default Browser:

Default Mail: Microsoft Office Outlook

    mapi32.dll

    Version: 1.0.2536.0 (XPClient.010817-1148)

Display Detail:

   Screen Width: 800

   Screen Height: 480

   Number of Monitors: 1

   Number of Mouse Buttons: 8

   Has Mouse Wheel: Yes

   Has Pen Windows: No

   Double Byte Character Set: No

   Has Input Method Editor: Yes

   Inside Screen Reader: No

Graphics Card: VIA/S3G UniChrome Pro II IGP

    Version: 6.14.10.385

    Check: Not Supported

Installed Acrobat: C:\Program Files\Adobe\Acrobat 11.0\Acrobat\Acrobat.exe

    Version: 11.0.0.379

    Creation Date: 2012/09/23

    Creation Time: 8:43:44 PM

Locale: English (Australia)

Monitor:

    Name: VIA/S3G UniChrome Pro II IGP

    Resolution: 800 x 480 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: 2203236 KB

Processor: x86 Family 6 Model 10 Stepping 9  CentaurHauls  ~1496  Mhz

Session Detail:

   Boot Type: Normal

   Is Shutting Down: No

   Network: Available

   Inside Citrix: No

   Inside VMWare: No

   Remote Session: No

   Remote Control: No

System Name: YOUR-1561454D88

Temporary Directory: C:\DOCUME~1\OQOuser\LOCALS~1\Temp\

Time Zone: Pacific Standard Time

Total Physical Memory: 911792 KB

Total Virtual Memory: 2097024 KB

User Name: OQOuser

Windows Detail:

   Tablet PC: No

   Starter Edition: No

   Media Center Edition: No

   Slow Machine: No

Windows Directory: C:\WINDOWS

Installed Plug-ins

C:\Program Files\Adobe\Acrobat 11.0\Acrobat\plug_ins\Accessibility.api

    Version: 11.0.0.379

    Creation Date: 2012/09/23

    Creation Time: 8:43:52 PM

C:\Program Files\Adobe\Acrobat 11.0\Acrobat\plug_ins\AcroForm.api

    Version: 11.0.0.379

    Creation Date: 2012/09/23

    Creation Time: 8:43:54 PM

C:\Program Files\Adobe\Acrobat 11.0\Acrobat\plug_ins\Annots.api

    Version: 11.0.0.379

    Creation Date: 2012/09/23

    Creation Time: 8:43:54 PM

C:\Program Files\Adobe\Acrobat 11.0\Acrobat\plug_ins\DigSig.api

    Version: 11.0.0.379

    Creation Date: 2012/09/23

    Creation Time: 8:43:54 PM

C:\Program Files\Adobe\Acrobat 11.0\Acrobat\plug_ins\EScript.api

    Version: 11.0.0.379

    Creation Date: 2012/09/23

    Creation Time: 8:43:52 PM

C:\Program Files\Adobe\Acrobat 11.0\Acrobat\plug_ins\IA32.api

    Version: 11.0.0.379

    Creation Date: 2012/09/23

    Creation Time: 8:43:52 PM

C:\Program Files\Adobe\Acrobat 11.0\Acrobat\plug_ins\PPKLite.api

    Version: 11.0.0.379

    Creation Date: 2012/09/23

    Creation Time: 8:43:54 PM

C:\Program Files\Adobe\Acrobat 11.0\Acrobat\plug_ins\SendMail.api

    Version: 11.0.0.379

    Creation Date: 2012/09/23

    Creation Time: 8:43:54 PM

C:\Program Files\Adobe\Acrobat 11.0\Acrobat\plug_ins\Updater.api

    Version: 11.0.0.379

    Creation Date: 2012/09/23

    Creation Time: 8:43:54 PM

I can easily see 2 matters which an inexperienced support desk staff member could home in on.

Acrobat XI Pro system requirements include

1024x768 screen resolution and

Internet Explorer 7, 8, 9, or 10; Firefox Extended Support Release; Chrome

Well my OQO report above includes

Display Detail:

   Screen Width: 800

   Screen Height: 480

and leaves blank

Default Browser:

(actually Firefox 17.0.1)

Yet 'Firefox Extended Support Release' is described by

Mozilla:

'Who is it not for?

Individual users who always want the latest features, performance enhancements and technologies in their browser without waiting for them to become available in ESR several development cycles later.'

http://www.mozilla.org/en-US/firefox/organizations/

Since starting this post, I loaded Adobe Acrobat XI Pro on another similar computer I own and use regularly. This was in a dock and connected to an external display. Same problems and reports experienced.

'Systems Report' for this installation follows:

Account Detail:

   User Rights: Admin

   User Account Control: Undefined

   Process Integrity: Undefined

   Profile Type: None

Acrobat Detail:

   Sandboxing: Off

   Captive Reader: No

   Multi-Reader on Desktop Support: Off

Available Physical Memory: 614280 KB

Available Virtual Memory: 1988144 KB

BIOS Version: OQO    - fe60019

Default Browser:

Default Mail: Outlook Express

    %ProgramFiles%\Outlook Express\msoe.dll

    Version:

Display Detail:

   Screen Width: 1280

   Screen Height: 1024

   Number of Monitors: 1

   Number of Mouse Buttons: 8

   Has Mouse Wheel: Yes

   Has Pen Windows: No

   Double Byte Character Set: No

   Has Input Method Editor: Yes

   Inside Screen Reader: No

Graphics Card: VIA/S3G UniChrome Pro II IGP

    Version: 6.14.10.358

    Check: Not Supported

Installed Acrobat: C:\Program Files\Adobe\Acrobat 11.0\Acrobat\Acrobat.exe

    Version: 11.0.0.379

    Creation Date: 2012/09/23

    Creation Time: 20:43:44

Installed Acrobat: C:\Program Files\Adobe\Reader 10.0\Reader\AcroRd32.exe

    Version: 10.1.3.23

    Creation Date: 2012/04/04

    Creation Time: 16:53:54

Locale: English (United Kingdom)

Monitor:

    Name: VIA/S3G UniChrome Pro II IGP

    Resolution: 1280 x 1024 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: 2006176 KB

Processor: x86 Family 6 Model 13 Stepping 0  CentaurHauls  ~1496  Mhz

Session Detail:

   Boot Type: Normal

   Is Shutting Down: No

   Network: Available

   Inside Citrix: No

   Inside VMWare: No

   Remote Session: No

   Remote Control: No

System Name: OKETT143

Temporary Directory: C:\DOCUME~1\oqo\LOCALS~1\Temp\

Time Zone: AUS Eastern Standard Time

Total Physical Memory: 911792 KB

Total Virtual Memory: 2097024 KB

User Name: oqo

Windows Detail:

   Tablet PC: No

   Starter Edition: No

   Media Center Edition: No

   Slow Machine: No

Windows Directory: C:\WINDOWS

C:\Program Files\Adobe\Acrobat 11.0\Acrobat\plug_ins\Accessibility.api

    Version: 11.0.0.379

    Creation Date: 2012/09/23

    Creation Time: 20:43:52

C:\Program Files\Adobe\Acrobat 11.0\Acrobat\plug_ins\Updater.api

    Version: 11.0.0.379

    Creation Date: 2012/09/23

    Creation Time: 20:43:54

(I did not bother installing plug-ins and deactivated installation before removal of program.)

With 5 installs producing the same error reports, I am convinced Acrobat XI Pro won't work for me on my computers and have little confidence of useful support from Adobe.

THERE ARE SO MANY GLARING PROBLEMS WITH MY INSTALLATIONS WITH THE SUPPORT DESK'S RESPOSES UNHELPFUL AND UNINFORMED. I REALLY DON'T ENJOY DOING ADOBE'S QUALITY CONTROL FOR THEM FOR FREE, BUT I CONTINUE TO POST HERE IN THE HOPE THAT SOMEONE WITH REAL AUTHORITY WILL EVENTUALLY TAKE NOTICE AND ARANGE A FIX OF THE PROBLEMS.

.....................................................................................................................................................................................................................

15 Dec 2012 1409 local time.

Further feedback provided that 1Ghz memory preferred. Problem not addressed. Reply

Notes from Customer

Friday, December 14, 2012 7:07:57 PM PST
System reports at #12 on http://forums.adobe.com/message/4862987#4862987 

Alert- although ordered in Australia from Australian site and paid in Australian dollars by MasterCard, Adobe chose without warning to process this payment through an overseas account incurring an extra foreign transaction charge for me.

Adobe support to date has been of no use and their billing practices unreasonably expensive.

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