Delay in opening PDF files when Adobe Reader is already open

Hi all,

I'm attempting to troubleshoot an issue for a user on a corporate network who is running Win XP and Adobe Reader 10.1.5.

He is able to open all PDF documents without fail, the issue is that he opens the first document almost instantly while any further documents he opens have a 10 - 15 second delay. This appears to only occur when Adobe is running with another document already open.

I am unable to upgrade his Adobe to a newer version due to corporate restrictions.

Any help is appreciated.

Regards,
Patrick
ThePazzaSystems AdministratorAsked:
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ThePazzaSystems AdministratorAuthor Commented:
I can't move them to another version or another program unfortunately. The issue has to be resolved for Adobe Reader.
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aadihCommented:
Try (you may already know these):

(1) If it was working well before, a system restore to a point before the problem occurred may help.

(2) Uninstall Reader using Revo Uninstaller, clean using CCleaner, restart, and reinstall.
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Don ThomsonCommented:
There are two solution for this that might work

Open Adobe Reader - Click on Help and repair Adobe Reader

The Second possible solution is to go into the Adobe Options and "UNCHECK" Enable Protect Mode"
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lherrouCommented:
Patrick,

This is a known (but not universal) bug with that version of Reader. It's been fixed in subsequent versions. And you are correct, it only occurs when Reader is already open, and then rather than opening a document through File -> Open dialogs in Reader, the user double-clicks on or downloads a new PDF.

According to this document from Symantec:

The root cause of the issues is a QueryNameInformationFile operation on a .tmp file that is created by Adobe in the [TEMP] directory. When the query returns the name received is different than the name expected by Adobe.
This issue has already been fixed for future release. In the meantime, use the provided workaround.

Solution
1. Exclude .tmp files.
2. Add an Exclude directory entry of C:\Users\<UserName>\AppData\Local\Adobe\Acrobat\10.0 to the layer.


Cheers,
LHerrou
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Don ThomsonCommented:
lherrou

As stated in the question - the adobe reader cannot be updated due to restrictions in the GPO

The only way I know of doing so would be to login to the system as a local administrator and not onto the domain.

That should allow you to download the update - better yet put the update on a USB memory stick and have it ready in case downloads are not permitted
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lherrouCommented:
@DTHConsulting: I didn't propose an update. I offered a work-around.
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ThePazzaSystems AdministratorAuthor Commented:
Sorry for the delay in getting back on this question. The user was unavailable for testing but I've recently had some time and here is some additional information and some troubleshooting that I've been through.

The user is reporting (whether it's a relevant factor or not) that the issue started after they were upgraded from Office 2003 to Office 2007 Standard.
The user is also using 2 Adobe products: Reader 10.1.5 and Acrobat 9.4

So far to troubleshoot this, I've refreshed the user's profile, both server and local, uninstalled and reinstalled both Adobe programs, uninstalled the Symantec Anti-virus and Office 2007. After each of these steps, I've tested the loading of PDF documents and even tested it under a different user account but the issue still remains.

Also, after timing the delay, it turns out that it is taking between 60 - 90 seconds to load, rather than the original 10 - 15 seconds that was reported. At this point, I'm about to request the computer be rebuilt for the user unless anyone has anymore theories as to what could be causing it.
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lherrouCommented:
Patrick,

As I indicated in my comment, this is a known issue for Adobe Reader 10.1.5 (and some minor variants on that version). Did you try the approach in my comment above?
http://www.experts-exchange.com/Web_Development/Document_Imaging/Adobe_Acrobat/Q_28247541.html#a39518234
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ThePazzaSystems AdministratorAuthor Commented:
lherrou,

I completely uninstalled Symantec AV and attempted the same task with the same result. Would it be possible that this is still the cause after the AV is uninstalled?
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lherrouCommented:
While Symantec had the page where the problem was described, the problem is with that version of Reader. I had the same problem on a machine that only had M$ Security Essentials. The issue is the .tmp file that are being created by Adobe in the [TEMP] directory. Once the first PDF file is open, this version of Reader struggles with creating or locating a new .tmp file for the next PDF.  If you can address that, you should be able to resolve this for your user.
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ThePazzaSystems AdministratorAuthor Commented:
I've requested that this question be deleted for the following reason:

Thanks for all the help, however the user has requested the computer be re-imaged so at this point I can't confirm any solution. The last attempt that I made was a minor update to 10.1.7 however the issue still persisted.

Sorry to waste your time.
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lherrouCommented:
I object.

I provided the diagnosis (as I said, this is a known bug with this version of Reader, and I gave the cause of the problem), and direction towards a work-around, since the Asker is not able to upgrade to a more recent version of Reader.
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ThePazzaSystems AdministratorAuthor Commented:
I've requested that this question be deleted for the following reason:

The diagnosis with this being a known bug of Adobe Reader cannot be verified as a correct solution. As I upgraded the user to the latest available version of Reader available due to policy restrictions (10.1.7) and the issue persisted, then I can only assume there is an alternate issue as the company I am supporting consists of over 10,000 computers, all of which are running Reader 10.1.5 or Reader 10.1.7 with no other user complaints.

The workaround provided was to add an exclusion to a specific directory, however during a significant portion of the troubleshooting, there was no security software installed on the computer in question, so there was no program to add the exclusion to and the issue still persisted.

Also, there is no verifiable solution as the computer has now been re-imaged at the request of the user.
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lherrouCommented:
I continue to object to deletion. Expert help was provided, help that might assist other users in the future. I'm not responsible for how it is or is not used.
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aadihCommented:
Applying force.  :-(

Peace.  :-)
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