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Adobe Reader crashes after Installing SafeGuard Enterprise

William_D

After installing SafeGuard Enterprise on all our Helpdesk computers, Adobe Reader 8 crashes when going into Edit>Preferences. Removal and reinstalling of Adobe Reader fails to resolve. After removing SafeGuard from a couple computers Adobe Reader no longer exhibits the problem. Upgrading to Adobe Reader 9.2 also resolves but this is not an acceptable solution right now since our firm uses custom APIs' for Reader 8 that have not yet been tested in 9.2. All of our laptops have been deployed with SafeGuard Enterprise as well. Adobe Reader will also crash from FIle>Properties>Advanced and File>Print>Advanced.

None of the PCs that exhibit the issue record an event to the Windows event viewer with the exception of mine: "

Application popup: AcroRd32.exe - Application Error : The exception unknown software exception (0xc000000d) occurred in the application at location 0x051d7bf1". DrWtsn32.log does not caputure the event nor is there a dmp created from the crash and attaching windbg to the adobe process has not been of any help.

We are currently operating in WinXp Pro SP3 environment.

:915


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    Hi William,

    In the three years I've been working with SGN I have never come across this type of an issue before. We have two approaches to get to the bottom of this:

    1. Collect a SGN trace file from your computer and the Windows Event Application Log to compare what is a happening at that time when you are clicking FIle>Properties>Advanced and File>Print>Advanced. Which I can help you analyze.

    2. The other approach is to take this issue directly to Sophos Support so they can get it escalated to Product Engineering.

    Details on how to enable tracing for SGN components will be found in article 108081.

    Let me know if you can send a private message with the trace file and Windows Event Application Logs. If not, then I will try to send one to you.

    :942
Reply
  • 0

    Hi William,

    In the three years I've been working with SGN I have never come across this type of an issue before. We have two approaches to get to the bottom of this:

    1. Collect a SGN trace file from your computer and the Windows Event Application Log to compare what is a happening at that time when you are clicking FIle>Properties>Advanced and File>Print>Advanced. Which I can help you analyze.

    2. The other approach is to take this issue directly to Sophos Support so they can get it escalated to Product Engineering.

    Details on how to enable tracing for SGN components will be found in article 108081.

    Let me know if you can send a private message with the trace file and Windows Event Application Logs. If not, then I will try to send one to you.

    :942
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