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Freeze when you start Reader or Acrobat (6.0-8.0 or 3D on Windows)

Issue

When you try to start Adobe Reader or Adobe Acrobat, the application immediately quits, appears to freeze, or returns the error message,"Can't find Acrobat Plug in."

Details

The process "acrobat.exe" uses 95% or more of the capacity of the system processor. (Acrobat 6.x)

The process "acrobat.exe" uses 25% or less of the capacity of the system processor. (Acrobat 7.x or 3D)

Acrobat 6.0 or Adobe Reader 6.0 was installed on the computer.

Solutions

Do one or more of the following solutions:

Solution 1: Delete the temporary files that Acrobat or Reader creates, and then install the update or upgrade.

Acrobat 6.0 and Adobe Reader 6.0 may not delete the temporary files that they create during normal processes, such as filling in forms. Because Acrobat and Reader check temporary files at startup, an excess of temporary files can cause a long delay during startup or appear to be a freeze.

To delete temporary files:

1. Choose Start > Run, and type command in the Open text box. Click OK.

2. Type the following commands and press Enter after each command:

c:

cd\

del acr*.tmp /s

Note: Many lines of text will fill the Command.com window as this process runs. Wait for the process to complete (when the text has stopped for about 10 seconds), and then continue to the next step.

3. Type exit to close the Command.com window.

4. Install the 6.0.1 update, or upgrade to version 8.

Important: Before you upgrade to version 8, remove versions 6.x and 7.x of Acrobat or Reader from your system. For instructions, see the Related Documents section of this document.

-- To install the Acrobat 6.0.1 update, download the update from the Adobe website at www.adobe.com/support/downloads and then follow the online installation instructions.

-- To upgrade to Reader 7.x, remove Reader 6.0 from the computer; then install Reader 7 from the Adobe website at www.adobe.com/products/acrobat/readstep2.html . For instructions on removing Reader 6, see Related Documents below.

-- To purchase an upgrade from Adobe, visit the Adobe Store at http://store.adobe.com/store/ , click Acrobat Family and choose Acrobat 8.0.

-- To locate an authorized reseller, visit the Adobe website at www.adobe.com/store/customerregistration/other_places.jhtml .

Solution 2: Re-create the Updater folder.

Re-create the Updater folder to make sure it doesn't contain damaged or corrupt files.

1. Choose Start > Run, type %appdata% in the Open text box, and then click OK.

2. In the resulting window, navigate to \Application Data\Adobe\Acrobat\[ Acrobat version number ]\.

3. Delete the Updater folder.

4. Restart Acrobat or Reader. A new Updater folder is creating during startup.

Solution 3: Repair Acrobat or Reader.

If you repair Acrobat, you need the Acrobat CD-ROM (or access to the installation files on a network) to complete this solution.

To repair Acrobat or Reader:

1. Choose Start > Run, type appwiz.cpl in the Open text box, and then click OK to open the Add Or Remove Programs dialog box.

2. Click Change Or Remove Programs, and then click Adobe Acrobat [version number] or Adobe Reader [version number] .

3. Click Change/Remove or Change.

4. In the Setup dialog box, click Next, select Repair, and then click Next again.

5. Follow the on-screen instructions to complete the repair.

Solution 4: Log into a new user account.

Create a new user account that has administrative privileges, and then log into that account before you start Acrobat or Reader.

Background information

During usage, Acrobat and Reader create temporary files, which are stored in the Windows\Temp and Documents folder and the Settings\ [user profile] \Local Settings\Temp folder. Acrobat and Reader may create excessive temporary files and not delete them when you quit the application. Excessive temporary files can overload the system processor and cause the application to freeze or close; deleting these files frees up the processor. This issue is resolved in Acrobat 6.0.1 and later and Reader 6.0.1 and later. If Acrobat 6.0 was ever installed on the system and not successfully updated or removed, this problem may continue to occur.

Acrobat or Reader may also freeze or close for the following reasons:

-- The Updater folder or its contents are damaged. Re-creating this folder can resolve the problem.

-- Acrobat or Reader application files, shortcuts, or registry entries are missing or damaged. Repairing Acrobat or Reader restores these items.

-- The user account is damaged.


Related Documents

327455: Install and remove Acrobat products using the command line (6.x on Windows)

327675: Remove Adobe Reader 6.x (Windows XP and 2000)

322804: Remove Acrobat 6.0 Professional (Windows XP and 2000)

330706: Remove Acrobat Standard 6.x (Windows XP and 2000)

Document 329444
Last edited - 11/02/2006

 

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