Adobe Reader XI has stopped working

Guest
Oct 16, 2012 Oct 16, 2012

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Windows 7 Enterprise x64 with SP1 and latest updates.

Setup file: AdbeRdr11000_en_US.exe; size: 37,868,688 bytes; MD5 hash: bddd3d06af44ff7497f2c5125553a5ba.

First installation attempt was upgrade (without uninstalling prior version), second attempt was after uninstalling faulting Adobe Reader XI.

Untitled.jpg

Event ID 1040

Beginning a Windows Installer transaction: C:\ProgramData\Adobe\Setup\{AC76BA86-7AD7-1033-7B44-AB0000000001}\AcroRead.msi. Client Process Id: 464.

Event ID 0

The description for Event ID 0 from source AdobeARMservice cannot be found. Either the component that raises this event is not installed on your local computer or the installation is corrupted. You can install or repair the component on the local computer.

If the event originated on another computer, the display information had to be saved with the event.

The following information was included with the event:

Service started

Event ID 1042
Ending a Windows Installer transaction: C:\ProgramData\Adobe\Setup\{AC76BA86-7AD7-1033-7B44-AB0000000001}\AcroRead.msi. Client Process Id: 464.

Event ID 11707

Product: Adobe Reader XI -- Installation operation completed successfully.

Event ID 1033
Windows Installer installed the product. Product Name: Adobe Reader XI. Product Version: 11.0.00. Product Language: 1033. Manufacturer: Adobe Systems Incorporated. Installation success or error status: 0.

Event ID 1000

Faulting application name: AcroRd32.exe, version: 11.0.0.379, time stamp: 0x505fd19e

Faulting module name: lockpdfu.dll_unloaded, version: 0.0.0.0, time stamp: 0x505139a4

Exception code: 0xc0000005

Fault offset: 0x032987c8

Faulting process id: 0x468

Faulting application start time: 0x01cdabb61ad04335

Faulting application path: E:\progs\adobe_reader\Reader\AcroRd32.exe

Faulting module path: lockpdfu.dll

Report Id: 58c2241c-17a9-11e2-847c-90e6ba73926e

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correct answers 1 Correct answer

Adobe Employee , Oct 17, 2012 Oct 17, 2012

Looks like the application is crashing in module lockpdfu.dll.

This module isn't shipped with Adobe Reader. This seems to be part of a software "PDF Ownerguard" by Armjisoft.com. You may want to uninstall that software and try, or contact the vendor fo that software for a compatible version of their add-in to Reader.

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Enthusiast ,
Oct 16, 2012 Oct 16, 2012

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Hi,

Do you get it at the time of installation? Could you please remove the previous installation using Adobe Acrobat/Reader Cleaner tool - http://labs.adobe.com/downloads/acrobatcleaner.html and then try to install RXI again?

Feel free to post the updates.

~Sandeep V.

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Adobe Employee ,
Oct 17, 2012 Oct 17, 2012

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Can you pls. let us know the answer to the following queries:

1. From where did you get the reader installer. From your above post I get that the installation is corrupted. " Either the component that raises this event is not installed on your local computer or the installation is corrupted.". Can you pls. try getting the original installer from http://get.adobe.com/reader

2. Also I found that you have installed the application on your E:\ drive: Faulting application path: E:\progs\adobe_reader\Reader\AcroRd32.exe. Can you pls. let me know if the error comes during installation or on launch?

Thanks,

Vinod

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Guest
Oct 17, 2012 Oct 17, 2012

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1) it is apparent from the content of my message that error occured after the installation, i.e. after invoking AcroRd32.exe = during launch.

2) downloaded Adobe Reader XI again, compared checksums, they're the same.

3) used Adobe Acrobat/Reader Cleaner Tool with no success

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Adobe Employee ,
Oct 17, 2012 Oct 17, 2012

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Looks like the application is crashing in module lockpdfu.dll.

This module isn't shipped with Adobe Reader. This seems to be part of a software "PDF Ownerguard" by Armjisoft.com. You may want to uninstall that software and try, or contact the vendor fo that software for a compatible version of their add-in to Reader.

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Guest
Oct 21, 2012 Oct 21, 2012

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Yes, application PDF Ownerguard was source of the problem.

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