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Opening PDF caused loss of signal to monitor - requires reboot

Hello All,

I've got a user that has seen this strange behaviour occur a number of times. When opening a pdf file from inside an Outlook message, the monitor loses the signal from the computer.

I have tried switching monitors with no success.

There are no events logged in Event Viewer.

Requires a reboot of the computer to regain siganl to the monitor.

I'm stumped. I'd like not to have to rebuild the machine :(

Thanks in advance,

Brian
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lebreckb
Asked:
lebreckb
4 Solutions
 
fruhjCommented:
you might need to narrow this down a bit - can you tell if the PC locks up completely? (Can you ping it, can you use remote control software to get to it)
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lebreckbAuthor Commented:
Thanks for the quick reply! Next time it occurs I am going to do both and will post the results.
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AuriclusCommented:
Well, that is a stumper.  I've never heard of Adobe causing such a reaction in a system.

However, let's start with the simplest things, since there's no need to make this complex unless we need to.

Are the video drivers up to date?  Check the video card manfactuer's site to compare versions and make sure.  Is the driver for the monitor installed and is it detected correctly?  Is that also up to date?  How about DirectX?  Are they running 9.0b? Are the service packs and critical updates installed?

Once you have checked all of these things, you should consider uninstalling Adobe and then installing a fresh copy of 7.0.

Let us know if any of these steps do the trick.

Auriclus
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BILJAXCommented:
Could it be Acrobat 4.0 you have installed?  Or Acrobat 7.0 (Professional)?

Seems like it could be a memory error locking up the system.


Follow Auriclus' advice and reinstall Acrobat.
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lebreckbAuthor Commented:
Thanks for all the help!

I should have mentioned that after a reboot, the user can then open pdf files (from an Outlook message) successfully. It seems to be happening at random times with no real rhyme and/or reason.

I am going to check the video card driver, monitor driver, and reinstall Adobe.

I'm also installing pcAnywhere on the machine so if it happens again I can respond to fruhj's questions.

Thanks everyone!
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J-A-LCommented:
I would try updating your acrobat reader to the latest version your operating system will allow... does it do it on every PDF? or just that particular one?  There may be some codes in the file that are making it go wonky and freeze.

Jeff
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lebreckbAuthor Commented:
OK. So it happened again. However, this time the user was cutting and pasting an Excel document from an Outlook message. I tried pinging the computer, no replies. Therefore, no way to remote control and do a graceful shutdown.

I also observed something that is even more significant. When navigating folders in Windows Explorer, occasionaly I would get an Explorer.exe error. Checked the event viewer and sure enough:

Event ID 1002, Winlogon, The shell stopped unexpectedly and Explorer.exe was restarted.

I've reviewed the MS article 891608 http://support.microsoft.com/default.aspx?scid=kb;en-us;891608 and will try the fix described before I do a rebuild. I'm in China at our satellite office so my time is limited. Most likely I'll be doing a 'Format C:' this evening and starting fresh.

Thanks to all who contributed on this thread. I decided I'd accept the first answer and divy up the points evenly for the assists. Hope that's OK as I'm new here and this is my first time closing a thread.

Thanks again!

B
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