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Strange issue with Acrobat 9 Pro hanging on specific user profiles

jpinnell
Registered: Sep 6 2011
Posts: 1
Answered

Hi All,
 
I work in an enterprise environment that utilizes mostly 32-bit Windows 7 systems with a various levels of permissions based roaming profiles.
 
I'm experiencing a strange issue with Acrobat 9 Pro that has only appeared recently. On some non-administrator based accounts, Acrobat will hang and eventually crash on exit the first time it is launched after a login. Other times, it will hang and crash on exit every single time a document is loaded.
 
On accounts with administrative privs, the issue doesn't occur at all.
 
It occurs on all versions, I've tested 9.1.3, 9.2.0 and 9.4.5 and it still seems to happen. I've checked the event logs and the only information provided is that Acrobat has hung. I've tried various solutions that I've managed to hunt down via suggestions on forums and blogs but I'm running out of ideas:
 
- Updating versions (default is 9.1.3)
- Changing permissions on certain files
- Removing all plugins
- Running as administrator (not feasible but worth a try anyway)
 
If anyone could provide any advice or suggestions that I may have missed I would appreciate it.
   

My Product Information:
Acrobat Pro 9.1.3, Windows
KellyMcC
Acrobat 9ExpertTeam
Registered: Jul 11 2011
Posts: 389
Accepted Answer
Have you tried Help > Repair Acrobat Installation?

Another possible fix, check the registry path for Acrobat
Disclaimer: The registry contains system-related information that is critical to your computer and applications. Before modifying the registry, be sure to make a backup copy of it. Adobe doesn't provide support for problems that can arise from improperly modifying the registry. Adobe strongly recommends that you have experience editing system files before you modify the registry. For information on the Windows Registry Editor, see the documentation for Windows or contact Microsoft Technical Support.

1. Go to Start > Run.
2. Type regedit and click OK.
3. Browse to the key HKEY_CLASSES_ROOT\Software\Adobe\Acrobat\Exe.
4. Make sure that the (Default) value is set for the path where Acrobat or Reader is installed.
The default path for Acrobat is "C:\Program Files\Adobe\Acrobat 9.0\Acrobat\Acrobat.exe".

Note: If Acrobat or Reader isn't installed in the default path, make sure that the key's (Default) value points to the actual location.

Kelly McCathran
Adobe Community Expert
Certified Technical Trainer+

seriousselling
Registered: Sep 15 2011
Posts: 1
Thanks Kelly! This is really a big help for me! I've been searching for a solution like this just like jpin.. I thought the problem was my computer.. tried also what he tried.. *wiping sweat off*. :)

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