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Adobe Acrobat Pro and Standard Runtime errors on 3 systems

mjinxed
mjinxed asked
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Last Modified: 2012-06-27
My company recently got in the CD's from Adobe for Acrobat 9 Professional and Acrobat 9 Standard.

I installed Acrobat 9 Pro on one of our systems.  The system got a runtime error every time Adobe Acrobat started citing "C:\Program Files\Adobe\Acrobat 9.0\Acrobat\Acrobat.exe This application has requested the Runtime to terminate it in an unusal way. Please contact the application's support team for more information."

Initially, I thought it was an issue with that system.  So, I installed Acrobat Standard on two other systems.  Both units get the same error.  

Of the 3 units 2 are identical IBM workstations with some different software installed.  1 is an HP system.  The OS is a fairly clean Windows XP SP2 otherwise very stable installation.  

I searched Adobe forums and here but haven't come across much version 9 questions/comments.

Initially, I was going to fully uninstall Acrobat and try the installation again.  However, now that 2 other systems are getting the same error, I feel it would be a waste of time.  

Any ideas on what to look for to resolve this issue?  

Thanks in advance!

-Dean

EDIT: I did come across this for version 8 and tried the same fix with 9, but to no effect:
================================================================================
C++ Runtime error after launching Acrobat or Adobe Reader 8 on Windows
Issue
When you launch Adobe Acrobat 8 Standard, Professional, or Adobe Reader 8 on Windows, an error occurs:

Runtime Error!
Program: C:\Program Files\Adobe\Acrobat 8.0\Acrobat\Acrobat.exe

This application has requested the Runtime to terminate in an unusual way. Please contact the application's support team for more information.


Solution
Disable the Updater.api plug-in.

Navigate to where Acrobat or Adobe Reader is installed, usually
C:\Program Files\Adobe\Acrobat 8.0\Acrobat\plug_ins
or C:\Program Files\Adobe\Reader 8.0\Reader\plug_ins
Rename the Updater.api plug-in to Updater.api.old
Relaunch Acrobat or Reader.
-----------------------------------------------------------------------------------
Comment
Watch Question

Just a shot in the dark, do those systems have the Print Spooler service started? I had lots of problems with Acrobat when the print service was not running.

Author

Commented:
Yes- print spooler service is started on all systems.  Thanks for the thought though!
CERTIFIED EXPERT

Commented:
Was this an upgrade, or a new installation? I've installed A9 on several systems, without any problems, so it's odd that it bombs out on your systems.

Can you disable virus scanning temporarily? Do you have a firewall installed?

Author

Commented:
Since I posted this I did ome more trouble shooting on 1 of the systems.

I completely removed all Adobe Acrobat products then installed just Adobe Reader 9 from adobe's webite.  

Adobe Reader 9 throws the same runtime error with the reader executable.  

We do have a hardware based firewall.  I have no access to the firewall though. I install many demo and trial programs on my systems and have never had an issue with the firewall complicating matters, but how would a firewall cause this issue?

I can always try to kill our Norton Corp antivirus service during the install and see if that does anything.  

I'll just use Acrobat 9 reader as it's a lot quicker.  We have not had this Runtime error with any other programs before.  

In the meantime, I have removed v9 and re-installed 8 w/ updates.  

Also, I have installed Acrobat 9 under two different user accounts with the same results.  

-Dean
 
CERTIFIED EXPERT

Commented:
A hardware firewall should not have any impact on Acrobat, I thought that disabling a software firewall while trying to start Acrobat (or Reader) could be something to try. You should also try to disable the Norton software for one attempt to start the software. It should not change the behavior of Acrobat, but you never know.

Is there anything else that is "special" about your machines?

Author

Commented:
Before uninstalling v9 on my manager's system I shut down the NAV Corp services.  I ran v9 and still go the runtime error.  :-(

There is nothing special about the systems.  They are IBM Intellistation workstations with 4GB RAm and 36GB HD's with plenty of free space.  Systems are runing XP Pro SP2 with Office 2007 and Peachtree.  Issues are rare with our systems.  

I installed v 8 and ran updates with no issues.

Is the runtime error a conflict between v9 Acrobat and *some* piece of softwar on our systems?

Thx.

Dean
CERTIFIED EXPERT

Commented:
Probably. As I said before, I've installed it on a number of systems without any problems. Acrobat is coming up on every system I've tried it on (Vista, XP and Mac).

With a new Acrobat license you do get installation support. Call Adobe and let them figure it out.

Author

Commented:
I've been on with Adobe Tech support for a while now.  She is just following a procedure manual which is fine.  However, I've done everything she is asking me to do.  

This error and situation with version 9 acrobat products (including acrobat reader) is pretty frustrating/weird.

I'm open to other suggestions.  

Dean
CERTIFIED EXPERT

Commented:
If they cannot resolve the issue with their "follow the list" procedure, they need to get second and third level support involved. You've paid for the software, and you cannot use it, so they better get somebody involved who can help you.

Other than that, unfortunately I don't have any other tips. I cannot extract any useful information from the crash log, but Adobe's engineers should be able to determine where and why the software crashes.

Author

Commented:
I posted my issue on the Adobe forum.  Someone else had the exact same issue.

Turns out Adobe 9 doesn't play well with romaing profiles- which we use.  
CERTIFIED EXPERT

Commented:
Interesting. Thanks for the update.
This one is on us!
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Author

Commented:
Our admin had to do our server's all over and create our profiles, etc...

So, he implemented the fix that was on the Adobe forum.  We are running v9 now with no problems.

Commented:
Hey everyone, there is a posted solution on adobe's website that finally fixes this annoyance!  I am pleased to give this info for all of you that were experiencing this with redirection/roaming profiles! =)

http://kb.adobe.com/selfservice/viewContent.do?externalId=kb404597&sliceId=2

Enjoy!

Issue

When you start Adobe Acrobat 9 (Standard, Pro, Pro Extended) or Adobe Reader 9, a runtime error occurs:

"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. "
Reason

The affected user has a redirected Application Data folder and as a result the network path containing the Application Data uses a UNC path that begins with \\. This UNC path causes Acrobat 9.0 or Adobe Reader 9.0 to incorrectly parse the Application Data path and give the error message.
Solution

Please update Acrobat and/or Reader to Adobe Acrobat 9.1 or Adobe Reader 9.1.
Not bad, it only took them a year!!!  Thanks nataq for the update, I will try this when I get back to my office Monday.
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