Reader 9.0 AcroRd32.exe caused Microsoft Visual C++ Runtime Library error

New Here ,
Jul 11, 2008 Jul 11, 2008

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A client has updated Adobe Reader 8.1 to 9.0 on several machines and now cannot use Adobe Reader.

The program start, the Adobe Reader window appears but no document and then an error message is displayed that says;

"Microsoft Visual C++ Runtime Library
Program: C:\Program Files\Adobe\Reader 9.0\Reader\AcroRd32.exe
This application has requested the runtime to terminate in an unusual
way.
Please contact the applications support team for mor information."

Adobe Reader has been removed, the computer restarted and then re-installed from a full installation package and the problem persists.

Does anyone have any ideas how to fix this?

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New Here ,
Jul 11, 2008 Jul 11, 2008

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Is this in an Active Directory environment with folder redirection?

Acrobat does not like "Application Data" to be in a UNC path (ie. \\server\share\username\Application Data)

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New Here ,
Jul 12, 2008 Jul 12, 2008

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I have the same problem.

I am in an Active Directory environment with folder redirection. Is there a work around or fix?

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New Here ,
Jul 13, 2008 Jul 13, 2008

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This is the same or similar to the message I got. I have roaming Vista profiles and folder redirection on a Server 2003 domain. Administrator (non-roaming) has no problem. Roaming non-admins get message like (or same) as you get. How does your set-up compare with mine? I reverted to Adobe 8 -

Another irritation - I installed Adobe 8 from a thumb drive & whenever I update it wants the same thumb-drive letter in place. I have learned NOT to install from thumb drives. I am even leary of installing from a network location - in case I re-organize folders

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New Here ,
Jul 13, 2008 Jul 13, 2008

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My workstations are XP but they are roaming with folder redirection on a Server 2003 domain. Local accounts work fine but the accounts with folder redirection get that error.

I still haven't found a solution. I reverted back to Adobe 8 until a fix is found.

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New Here ,
Jul 13, 2008 Jul 13, 2008

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I see you have roaming profiles too.
I have to check, but I think my user with folder redirection but not roaming was OK

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New Here ,
Jul 13, 2008 Jul 13, 2008

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I think it has something to do with Adobe 9 not liking the path for "Application Data" being on the server instead of a local path.

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New Here ,
Jul 15, 2008 Jul 15, 2008

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I wish I had read this earlier, just rolled the update on 30computers yesterday and now when people tried to open pdfs the fun begun. Quite nice undocumented feature 😕 -> rolling back to 8.1

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New Here ,
Jul 16, 2008 Jul 16, 2008

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Hey All,

Same problem here, seems to be directly related to folder redirection....

Tried filing this as a bug, but they don't allow more than 2000 characters.... my trace files are way bigger than that.... I'm going to file a bug and link them to this thread as I'm going to put some of my trace info in here.

This has been tested on multiple machines, with multiple users. It does not occur for users without folder re-direction.

In our tests, XP doesn't have the problem with Roaming Profiles, but Vista and folder redirections does.

Steps to re-produce (Vista):

Set the following policy settings (GPMC/Local Sec Policy) with adjustments for server, etc.

User Configuration (Enabled)hide
Policieshide
Windows Settingshide
Folder Redirectionhide
AppData(Roaming)hide
Setting: Advanced (Specify locations for various user groups)hide
Group Path
my_group_here \\server\users\dept\%USERNAME%\AppData\Roaming

Optionshide
Grant user exclusive rights to AppData(Roaming) Disabled
Move the contents of AppData(Roaming) to the new location Disabled
Also apply redirection policy to Windows 2000, Windows 2000 server, Windows XP, and Windows Server 2003 operating systems Disabled
Policy Removal Behavior Leave contents

2) Install Acrobat Reader 9.

3) Launch without admin priviliges

When debugging with ProcessMon (Sysinternals) on Vista SP1 x64 I see it calls \device\mup and then a createfile at the root of C:\ which fails with access denied (as it should in vista), and then the program calls the Windows Error Reporting.

This is lines 9378 to lines 9406 in the processmon trace, sanitized.

342417 01:10.7 AcroRd32.exe 460 CloseFile \\server\users\dept\username\AppData\Roaming\Adobe\Acrobat\9.0 SUCCESS
342419 01:10.7 AcroRd32.exe 460 SetEAFile C:\Windows\CSC\v2.0.6\namespace\server\users\dept\username\AppData\Roaming\Adobe\Acrobat\9.0 SUCCESS
342420 01:10.7 AcroRd32.exe 460 ReadFile C:\Windows\CSC\v2.0.6\pq SUCCESS Offset: 269,632, Length: 208
342421 01:10.7 AcroRd32.exe 460 WriteFile C:\Windows\CSC\v2.0.6\pq SUCCESS Offset: 269,632, Length: 208
342422 01:10.7 AcroRd32.exe 460 CloseFile C:\Windows\CSC\v2.0.6\namespace\server\users\dept\username\AppData\Roaming\Adobe\Acrobat\9.0 SUCCESS
342424 01:10.7 AcroRd32.exe 460 CloseFile C:\Windows\CSC\v2.0.6\namespace\server\users\dept\username\AppData\Roaming\Adobe\Acrobat\9.0 SUCCESS
342426 01:10.7 AcroRd32.exe 460 CreateFile C:\ SUCCESS Access: Read Data/List Directory, Synchronize, Disposition: Open, Options: Directory, Synchronous IO Non-Alert, Attributes: n/a, ShareMode: Read, Write, Delete, AllocationSize: n/a
342427 01:10.7 AcroRd32.exe 460 CloseFile C:\ SUCCESS
342429 01:10.7 AcroRd32.exe 460 CreateFile \Device\Mup\ NAME INVALID Access: Read Data/List Directory, Synchronize, Disposition: Open, Options: Directory, Synchronous IO Non-Alert, Attributes: n/a, ShareMode: Read, Write, Delete, AllocationSize: n/a
342430 01:10.7 AcroRd32.exe 460 CreateFile C:\ SUCCESS Access: Read Data/List Directory, Synchronize, Disposition: Open, Options: Directory, Synchronous IO Non-Alert, Attributes: n/a, ShareMode: Read, Write, Delete, AllocationSize: n/a
342431 01:10.7 AcroRd32.exe 460 CloseFile C:\ SUCCESS
342433 01:10.7 AcroRd32.exe 460 CreateFile C:\ ACCESS DENIED Access: Read Data/List Directory, Synchronize, Disposition: Create, Options: Directory, Synchronous IO Non-Alert, Open Reparse Point, Attributes: N, ShareMode: Read, Write, AllocationSize: 0
342434 01:10.7 AcroRd32.exe 460 RegOpenKey HKU\S-1-5-21-1669273076-1836279104-1734353810-3328\Software\Adobe\Adobe Acrobat\9.0 SUCCESS Desired Access: Read
342435 01:10.7 AcroRd32.exe 460 RegQueryValue HKU\S-1-5-21-1669273076-1836279104-1734353810-3328\Software\Adobe\Adobe Acrobat\9.0\Crashlog NAME NOT FOUND Length: 144
342436 01:10.7 AcroRd32.exe 460 RegCloseKey HKU\S-1-5-21-1669273076-1836279104-1734353810-3328\Software\Adobe\Adobe Acrobat\9.0 SUCCESS
342437 01:10.7 AcroRd32.exe 460 QueryNameInformationFile C:\Program Files (x86)\Adobe\Reader 9.0\Reader\AcroRd32.exe SUCCESS Name: \Program Files (x86)\Adobe\Reader 9.0\Reader\AcroRd32.exe
342438 01:10.7 AcroRd32.exe 460 RegOpenKey HKLM\Software\Wow6432Node\Microsoft\Windows\Windows Error Reporting\Escalation NAME NOT FOUND Desired Access: Read
342448 01:10.7 AcroRd32.exe 460 QueryOpen C:\Program Files (x86)\Adobe\Reader 9.0\Reader\imageres.dll FAST IO DISALLOWED
342449 01:10.7 AcroRd32.exe 460 CreateFile C:\Program Files (x86)\Adobe\Reader 9.0\Reader\imageres.dll NAME NOT FOUND Access: Read Attributes, Disposition: Open, Options: Open Reparse Point, Attributes: n/a, ShareMode: Read, Write, Delete, AllocationSize: n/a
342454 01:10.7 AcroRd32.exe 460 QueryOpen C:\Windows\SysWOW64\imageres.dll FAST IO DISALLOWED
342455 01:10.7 AcroRd32.exe 460 CreateFile C:\Windows\SysWOW64\imageres.dll SUCCESS Access: Read Attributes, Disposition: Open, Options: Open Reparse Point, Attributes: n/a, ShareMode: Read, Write, Delete, AllocationSize: n/a
342457 01:10.7 AcroRd32.exe 460 QueryBasicInformationFile C:\Windows\SysWOW64\imageres.dll SUCCESS CreationTime: 11/2/2006 6:16:57 AM, LastAccessTime: 11/2/2006 7:03:20 AM, LastWriteTime: 11/2/2006 3:39:37 AM, ChangeTime: 11/17/2006 11:11:23 AM, FileAttributes: A
342459 01:10.7 AcroRd32.exe 460 CloseFile C:\Windows\SysWOW64\imageres.dll SUCCESS
342464 01:10.7 AcroRd32.exe 460 CreateFile C:\Windows\SysWOW64\imageres.dll SUCCESS Access: Generic Read, Disposition: Open, Options: Synchronous IO Non-Alert, Non-Directory File, Attributes: n/a, ShareMode: Read, Delete, AllocationSize: n/a
342466 01:10.7 AcroRd32.exe 460 QueryStandardInformationFile C:\Windows\SysWOW64\imageres.dll SUCCESS AllocationSize: 15,822,848, EndOfFile: 15,821,312, NumberOfLinks: 2, DeletePending: False, Directory: False
342470 01:10.7 AcroRd32.exe 460 CloseFile C:\Windows\SysWOW64\imageres.dll SUCCESS
342472 01:10.7 AcroRd32.exe 460 CreateFile C:\Windows\SysWOW64\en-US\imageres.dll.mui SUCCESS Access: Generic Read, Disposition: Open, Options: , Attributes: n/a, ShareMode: Read, Delete, AllocationSize: n/a
342474 01:10.7 AcroRd32.exe 460 QueryStandardInformationFile C:\Windows\SysWOW64\en-US\imageres.dll.mui SUCCESS AllocationSize: 12,288, EndOfFile: 12,288, NumberOfLinks: 2, DeletePending: False, Directory: False
345240 01:12.0 AcroRd32.exe 460 Thread Exit SUCCESS User Time: 0.0156001, Kernel Time: 0.0156001

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New Here ,
Jul 18, 2008 Jul 18, 2008

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I'm seeing the same problem with the full version of Adobe Acrobat 9.0 Professional, in what seems to be the same setup. We've just bought a site licence for Acrobat so at least I should be able to kick up a fuss with support, unlike anyone using Reader...

The exact error messages I'm getting are:

>Microsoft Visual C++ Debug Library
>
>Runtime Error!
>
>Program: C:\Program Files\Adobe\Acrobat 9.0\Acrobat\Acrobat.exe
>
>The application has requested the Runtime to terminate it in an unusual way.
>Please contact the application's support team for more information.

and when viewing PDF files in Internet Explorer:

>Microsoft Visual C++ Debug Library
>
>Debug Error!
>
>Program: C:\Program Files\Internet Explorer\iexplore.exe
>
>abnormal program termination
>
>(Press Retry to debug the application)

My Domain Admin account is not affected, even when I assigned it a roaming profile temporarily. I tried adding an affected user to the local Administrators group and this had no effect - the user still experienced crashes. I'm pretty sure it's to do with the AppData redirection, which my Domain Admin doesn't use but the affected user does.

The same user logging onto one of our laptops (which are set to always use local profiles and AppData even for domain users) does NOT experience crashes.

I've managed to generate a crash dump for this and from reading through the stack trace it appears the problem stems from the PDFLTerm() function in AdobePDFL.dll

>ntdll!KiFastSystemCallRet
>ntdll!ZwWaitForMultipleObjects+0xc
>kernel32!WaitForMultipleObjectsEx+0x11d
>kernel32!WaitForMultipleObjects+0x18
>kernel32!WerpReportFaultInternal+0x16d
>kernel32!WerpReportFault+0x70
>kernel32!UnhandledExceptionFilter+0x1b5
>msvcr80!abort+0xeb
>msvcr80!terminate+0x4d
>WARNING: Stack unwind information not available. Following frames may be wrong.
>Acrobat+0x422e
>ntdll!__RtlUserThreadStart+0x6f
>ntdll!_EH4_CallFilterFunc+0x12
>ntdll!_except_handler4+0x8e
>ntdll!ExecuteHandler2+0x26
>ntdll!ExecuteHandler+0x24
>ntdll!KiUserExceptionDispatcher+0xf
>kernel32!RaiseException+0x58
>msvcr80!_CxxThrowException+0x46
>Acrobat_69630000!DllCanUnloadNow+0x68e27
>Acrobat_69630000!PDFLTerm+0x645ce
>Acrobat_69630000!DllCanUnloadNow+0x663df
>msvcr80!_NLG_Return

I too have run a ProcMon trace, this time on Vista Enterprise x64, and got similar output to CH! above, though in my case Acrobat issued a CreateFile on the root of the DFS share hosting the redirected AppData, with CreationDisposition set to CREATE_ALWAYS; in other words, trying to overwrite the share... Unsurprisingly this resulted in a NAME COLLISION since it already exists, and a call to WER immediately followed: and can't be overwritten.

>98959 11:29:15.6155113 Acrobat.exe 972 CreateFile \Device\Mup\ NAME INVALID Desired Access: Read Data/List Directory, Synchronize, Disposition: Open, Options: Directory, Synchronous IO Non-Alert, Attributes: n/a, ShareMode: Read, Write, Delete, AllocationSize: n/a
>99021 11:29:15.6181294 Acrobat.exe 972 CreateFile \\mydomain\users\ SUCCESS Desired Access: Read Data/List Directory, Synchronize, Disposition: Open, Options: Directory, Synchronous IO Non-Alert, Attributes: n/a, ShareMode: Read, Write, Delete, AllocationSize: n/a, OpenResult: Opened
>99100 11:29:15.6219431 Acrobat.exe 972 QueryStandardInformationFile \\mydomain\users\ SUCCESS AllocationSize: 0, EndOfFile: 0, NumberOfLinks: 1, DeletePending: False, Directory: True
>99111 11:29:15.6222464 Acrobat.exe 972 CloseFile \\mydomain\users\ SUCCESS
>99182 11:29:15.6254897 Acrobat.exe 972 CreateFile \\mydomain\users\ NAME COLLISION Desired Access: Read Data/List Directory, Synchronize, Disposition: Create, Options: Directory, Synchronous IO Non-Alert, Open Reparse Point, Attributes: N, ShareMode: Read, Write, AllocationSize: 0
>99187 11:29:15.6257927 Acrobat.exe 972 RegOpenKey HKU\S-1-5-21-1708537768-2052111302-682003330-4640\Software\Adobe\Adobe Acrobat\9.0 SUCCESS Desired Access: Read
>99189 11:29:15.6258324 Acrobat.exe 972 RegQueryValue HKU\S-1-5-21-1708537768-2052111302-682003330-4640\Software\Adobe\Adobe Acrobat\9.0\Crashlog NAME NOT FOUND Length: 144
>99191 11:29:15.6258536 Acrobat.exe 972 RegCloseKey HKU\S-1-5-21-1708537768-2052111302-682003330-4640\Software\Adobe\Adobe Acrobat\9.0 SUCCESS
>99192 11:29:15.6259012 Acrobat.exe 972 QueryNameInformationFile C:\Program Files (x86)\Adobe\Acrobat 9.0\Acrobat\Acrobat.exe SUCCESS Name: \Program Files (x86)\Adobe\Acrobat 9.0\Acrobat\Acrobat.exe
>99193 11:29:15.6260191 Acrobat.exe 972 RegOpenKey HKLM\Software\Wow6432Node\Microsoft\Windows\Windows Error Reporting\Escalation NAME NOT FOUND Desired Access: Read

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New Here ,
Jul 18, 2008 Jul 18, 2008

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Well, I just got off the phone with Adobe UK Support with whom I have logged a case for this issue.

b The agent told me that this is a known issue that he was notified of yesterday (17 July). He confirmed it is an issue with the AdobePDFL.dll and is specific to environments using Active Directory.

b There is not yet an ETA for a fix.

He was not able to confirm that it is definitely linked to AppData redirection but it seems pretty clear that is what's causing it from the reports here.

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New Here ,
Jul 18, 2008 Jul 18, 2008

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Thanks for calling James, I'm still waiting on my VL media of pro 9 to arrive from the states to test, so that I'd have a "supported" edition, that they support to call in.

I went back through my trace, and I do see the same thing as you do creating the file at the root of the share, I didn't put too much pass on it originally because it was a success.

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New Here ,
Jul 31, 2008 Jul 31, 2008

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Hi
Any updates on this yet?

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Community Beginner ,
Aug 01, 2008 Aug 01, 2008

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'Acrobat 9 doesn't like UNC-Paths(path beginning with \\) as AppData path.

Just change the following AppData registry entries to non-UNC paths and acrobat starts up correctly

[HKCR\Software\Microsoft\Windows\CurrentVersion\Explorer\Shell Folders]

[HKCR\Software\Microsoft\Windows\CurrentVersion\Explorer\User Shell Folders]

to setup the profile path in the usersettings pane in the Active Directory user and computer mmc to connect the profile path with a drive letter instead of the UNC-Profile path.

So instead of \\server\profile\%USERNAME% we use U:\profile\%USERNAME%.

You can also setup the users to local profiles, than the path would be a default path like c:\Documents and Settings\%USERNAME%\AppData. '

http://www.adobeforums.com/webx/.59b5d982
"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. "

"==== THIS IS WITH ROAMING PROFILE CRASHES! ====

Adobe's program iterates the network path from left to right, skipping the first word: \\Server\Folder1\Folder2\Folder3\APPLICATION DATA as it searches a user's profile for the APPLICATION DATA folder.

So starting at FOLDER1 it checks to see if it can "create" a folder. It doesnt do it, but it tries to check its access. If your not in the users profile at this point, the program MOST LIKELY cannot because its a directory NOT owned by the user. THe previous folders is something you wouldn't give NORMAL users access to.

After the program FAILS to "create" its folder because it cannot -
The program Crashes:
*R6025 - Pure Virtual function call
* The exception unknown software exception (0x40000015) occurred in the application at location 0x2e80f5e3
* C++ runtime error
* WINDOWS NAME Collision error.
=== ITS ALL OF THESE! Same error, different points in the crashing ===

Solution?
I create a network drive DIRECTLY to the profile, then I update the registery to make that the WINDOWS APPDATA path. ALL of this is done on the user logon scripts. So it was just "solved" one day, except for a new drive letter appearing.

(Added to login script)
net use l: \\SERVER\USER PROFILE TREE\USER PROFILE
REG ADD "HKEY_CURRENT_USER\software\Microsoft\windows\CurrentVersion\Explorer\User Shell Folders" /v AppData /t REG_EXPAND_SZ /d "l:\Application Data" /f

For our work we use: \\SERVER\USER PROFILE TREE\%USERNAME%\%COMPUTERNAME% - so each user has SEPERATE data per computer they are on. "

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New Here ,
Aug 01, 2008 Aug 01, 2008

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Nice post designingpatrick! Thanks for letting us know a workaround. We just rolled everyone back to 8.1.2 and it works fine with roaming profiles in vista as they are setup.

When Reader 9.1 comes around we will drop it in the test lab and see what is next.

Be safe and Be well,
Penrath

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New Here ,
Aug 01, 2008 Aug 01, 2008

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Adobe emailed me yesterday suggesting I change the registry keys, still not realising that the settings were Group Policy controlled, and therefore if I wanted to change the AppData folder I would have done so already.

I'd considered mapping a drive letter as designingpatrick suggested, but I don't consider changing Group Policy for 1500 users just to accommodate Adobe's buggy code a particularly appealing solution, so have decided to hold off the roll-out until Adobe fix it. I told Adobe the same and asked for an ETA on a proper fix, and can you believe that this is what I got in response?

>We are not able to give you any date about this issue but the engineers are working on it and this issue will probablty (sic) be solved with updates of Acrobat 9.

>I will close your Case

Close my case?! You can imagine the prompt and firm reply that elicited. I run a helpdesk. We don't close cases until they are actually fixed. This has never seemed like a bad approach to me. Your thoughts?

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New Here ,
Aug 01, 2008 Aug 01, 2008

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James,

I am in the same boat you are. My network users have a very strict permissions on the accounts...and I have a LOT of them. They can't even do their own updates for adobe..it's all handled through GP. I am not going to muck around with registry settings and so on for over 2000 user accounts in several OUs

The simple answer is to continue to use 8.1.2 or use something provided by open office or Foxit (just to name a few).

It really all boils down to what the users are doing with Adobe reader and what you can...and can not... put up with.

It comes as no surprise that an odd numbered release would be buggy anyway... right? **grin**

Be safe and Be well!
Penrath

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New Here ,
Aug 01, 2008 Aug 01, 2008

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Classy... I'm with you there James.

I'm not rolling out Acrobat9 to those on folder redirection. While it is nice to have a work around, the better solution is to have a fix.

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New Here ,
Aug 06, 2008 Aug 06, 2008

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Hello!

Does anybody know if there is some fix available somewhere at
adobe.com or at least a date they do think they will release
one?
Knowing that Adobe Software in Version x.0 tends to be buggy,
we waited until today to roll out Adobe Reader 9.0. We've even
checked right before if there is a newer (german) version
available on ftp.adobe.com.
Installing it as an administrator (without roaming profiles
etc.) we did not stumble upon this error. But now our users
did ...

By the way: We have had rather similar problems (but as far
as I remember not with that particular error message) with
other Adobe products (v 8 / CS3) with folder-redirections
and roaming profiles.

Bernd Leutenecker

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New Here ,
Aug 06, 2008 Aug 06, 2008

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This is what I heard from Adobe Support yesterday:

>I will keep the case open and give you further notice when there is a solution provided.

So, there is no fix at present, only the workaround provided above. For what it's worth, we use v.8.1.2 with Roaming Profiles and redirected Application Data without any problems, so sorry to hear you've had trouble with that too.

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New Here ,
Aug 07, 2008 Aug 07, 2008

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Here's how we solved this annoying problem:

0. You probably should start off by being logged in with your Domain Admin account.

1. Create a folder off the root of your C: drive. My username is skobb, so I created C:\skobb

2. Click on Run and type REGEDIT

3. Follow this path:
HKCURRENTUSER > Software > Microsoft > Windows > Explorer > Shell Folders

4. Create a backup of your registry by exporting and saving the file to some other part of your file structure. You can always go back to this by double-clicking on the file name

5. In the right-hand pane of the registry editor, find all paths with UNC references and change them to the local folder that you created in Step 1.

So, for example, I changed...
\\houfile1\skobb$
to
C:\skobb

6. Make the same sort of changes in another folder on this same path called "User Shell Folders".

That's all there is to it. Fire up Acrobat 9 and it will behave itself.

It did for me, anyway.

Good luck to all frustrated citizens of AcroWorld, wherever you may be.

Steve

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New Here ,
Aug 07, 2008 Aug 07, 2008

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Steve,

The easier way to do that, is to just disable folder re-direction from group policy. Your way will just get overwritten based on group policy anyway.

BTW, in the reg path, you missed current version.

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New Here ,
Aug 07, 2008 Aug 07, 2008

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Good points, CH! Thanks.

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New Here ,
Aug 08, 2008 Aug 08, 2008

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The UNC path problem with programs is nothing new.... Flash, now Adobe flash, has exactly the same issue as the new version of Reader. Which would leave me to believe that Adobe might not care about it or isn't planning to fix either product. I had been told that flash would be fixed almost a year ago by a software company (Scholastic) that uses flash to create the learning software for kids that we use. I've yet to see any new versions that allow for Active Directory "App Data" folder redirection.

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New Here ,
Aug 08, 2008 Aug 08, 2008

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That's curious. We have Adobe Flash Player 9.0.124.0 deployed to almost every computer in our organisation, and none of our users have experienced any problems (including those that have AppData redirection). What symptoms are you seeing?

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