Adobe Acrobat 9.2 crashes Spyware Doctor w AV 7.00.508

[jysj]

My Adobe Acrobat 9.2 crashes Spyware Doctor w AV 7.00.508. Anyone has this problem? I'm using Win 7 64 bits. Upgraded using clean install method.

Spyware Doctor w AV crashes when I open pdf file (of big sizes like MegaBytes) and when creating a pdf file.

This is what I get from Win 7 Action Center:


Source
PC Tools Security Service

Summary
Stopped working

Date
‎11/‎8/‎2009 10:42 AM

Status
Report sent

Description
Faulting Application Path: C:\Program Files (x86)\Spyware Doctor\pctsSvc.exe

Problem signature
Problem Event Name: APPCRASH
Application Name: pctsSvc.exe
Application Version: 7.0.0.92
Application Timestamp: 4ab9747a
Fault Module Name: KERNELBASE.dll
Fault Module Version: 6.1.7600.16385
Fault Module Timestamp: 4a5bdbdf
Exception Code: 0eedfade
Exception Offset: 0000b727
OS Version: 6.1.7600.2.0.0.768.3
Locale ID: 1033
Additional Information 1: 0a9e
Additional Information 2: 0a9e372d3b4ad19135b953a78882e789
Additional Information 3: 0a9e
Additional Information 4: 0a9e372d3b4ad19135b953a78882e789

Extra information about the problem
Bucket ID: 1482962192


My system:
Win 7 Home Premium 64 bits
Spyware Doctor w AV 7.00.508 (and there is no other antivirus software)
Adobe Acrobat 9.2

[AChen]

Hi Jysj,

Will be giving this a test and will get back to you shortly.

[jysj]

Thanks.
Today another crash.
I found out that adobe opens "Secured" pdf file much more slowly compared to normal pdf file.
In both cases, Spyware Doctor w AV crashes when I open a "Secured" pdf file and then modify the pdf file. I had tried using other "Secured" pdf files. Same Result.

[lucid]

not got a problem with this on an xp machine will look at vista later, maybe related to w7?

[jysj]

Hi Jysj,

Will be giving this a test and will get back to you shortly.

Any update?

I have to disable IntelliGuard everytime when i open a pdf file to avoid crashes.:mad:

[AChen]

Any update?

I have to disable IntelliGuard everytime when i open a pdf file to avoid crashes.:mad:

I wasn't able to recreate this with SDA (All Intelli-Guards enabled including Behavior Guard, Site Guard and Email Guard). See screenshot. I opened a PDF without any problems and also tried creating a PDF without any problems.

Could you try isolating IntelliGuard to see if you can determine which Guard is causing the problem?

[jysj]

It crashes again. Screenshots below. Actually opening the pdf file does not cause the Spyware Doctor to crash. It is when you are closing the pdf file, the Spyware Doctor crashes.

I will try to uninstall and reinstall spyware doctor w AV and see if it helps. If not, i will try to disable individual IntelliGuard to see which one is causing the problem. I will post the results here later.

By the way, did you use Win 7 64 bits to do the test? Seems like a lot of people are having problems with Win 7 64 bits with Spyware Doctor.

Anyone here with Win 7 64 bits encounter the same problem as me?

[AChen]

Closing the PDF doesn't cause it to crash either on this PC. This is on a Win7 64 OS. It would be great if you could get back with the results.

[haapy]

jvsj,

Have you installed the latest Window 7 patches?

Have you installed the latest updates for Adobe Acrobat?

[jysj]

Closing the PDF doesn't cause it to crash either on this PC. This is on a Win7 64 OS. It would be great if you could get back with the results.

Here is the result:
1. Tried uninstall and install Spyware Doctor again. Still the same result. Crash.
2. Isolating individual IntelliGuard didn't help either. I need to disable (Turn off) the whole IntelliGuard Protection.

[jysj]

jvsj,

Have you installed the latest Window 7 patches?

Have you installed the latest updates for Adobe Acrobat?

Yes to both questions.

My Adobe Acrobat is version 9.2. I had previous version 9.1.2 and Spyware Doctor didn't crash at all. Is it because the problem lies on Adobe Acrobat 9.2?

[jysj]

I created my comp specifications and programs installed in my win7 using Belarc Advisor. Hope it helps.

[jysj]

Now I discovered a interesting thing. It seems like Adobe Acrobat 9.2 isn't the only program that crashes Spyware Doctor.

My other adobe programs (like Dreamweaver, Photoshop, etc) also resulting in a Spyware Doctor crash. Not always, just a few rare instances crash. It is only Acrobat that result in "Always crash".

aChen, can you try to install Adobe Creative Suite (CS) 3 Web Premium together with Adobe Acrobat 9.2 and Spyware Doctor w AV to see if you can recreate the problem? Thanks...:)

All my adobe programs and Spyware Doctor are up to date (Meaning all updates are installed).

[haapy]

An outside shot, but I notice that you have .Net 3.0... the current version is 3.5 SP1.

Try Microsoft Update, Custom. I think that the .Net is in there.

[ohso]

Adobe products are agressive, and in multiple ways.
Perhaps it's not an Adobe application that is the culprit, but one of their associated processes.

Speed Launch (or whatever they call it.)
Use msconfig to turn off _all_ Adobe startup processes. Restart.
You don't need them. It's only milliseconds difference anyway.

Adobe Reader.
Open it, go to Edit menu, Preferences.
Under the Updater menu, choose "Do not download or install updates automatically".

When you restart your computer, use MS Process Explorer to see if any Adobe processes have launched. Perhaps it's one of them that's the problem.

[jysj]

Adobe products are agressive, and in multiple ways.
Perhaps it's not an Adobe application that is the culprit, but one of their associated processes.

Speed Launch (or whatever they call it.)
Use msconfig to turn off _all_ Adobe startup processes. Restart.
You don't need them. It's only milliseconds difference anyway.

Adobe Reader.
Open it, go to Edit menu, Preferences.
Under the Updater menu, choose "Do not download or install updates automatically".

When you restart your computer, use MS Process Explorer to see if any Adobe processes have launched. Perhaps it's one of them that's the problem.


Tried.Didn't help either.Still crash.

[jysj]

An outside shot, but I notice that you have .Net 3.0... the current version is 3.5 SP1.

Try Microsoft Update, Custom. I think that the .Net is in there.

.NET 3.5.1 is already included in win7 final. Maybe the Belarc Advisor was wrong.

[jysj]

I managed to solve the problem. Spyware Doctor didn't crash for now. I will monitor it further.
What I did:
Tick "Enable kernel compatibility mode (require reboot)"

However, this create another problem. My Google Chrome v3.0.195.33 now won't work..:(
I had to disable sandbox as specified in this thread:
http://www.pctools.com/forum/showthread.php?t=56168
I did some research and found out that disable sandbox is not a very good idea. (You are disable Chrome security features). Any workaround to get my chrome and adobe working at the same time?

[AChen]

Thanks for the information. Very useful feedback and we are currently looking into this. I just tried enabling and disabling the kernel compat mode just as a quick test, but couldn't recreate this on the Windows 7 64 with Adobe 9.2. But from the info you posted, we have a rough idea of what it could be. We are also addressing the Google Chrome issue (so even if kernel mode is ticked, there should be no problems), hopefully this fix will be available shortly and at least you can use Adobe.

[jysj]

Thanks for the information. Very useful feedback and we are currently looking into this. I just tried enabling and disabling the kernel compat mode just as a quick test, but couldn't recreate this on the Windows 7 64 with Adobe 9.2. But from the info you posted, we have a rough idea of what it could be. We are also addressing the Google Chrome issue (so even if kernel mode is ticked, there should be no problems), hopefully this fix will be available shortly and at least you can use Adobe.


Day 2: No crash. :)

Thanks for the info. Wonder which fix will be available? Both Adobe and Chrome?
Hope the fix will be available as soon as possible. As for now, I reverting back to Internet explorer. (To be safe :p)

[AChen]

Day 2: No crash. :)

Thanks for the info. Wonder which fix will be available? Both Adobe and Chrome?
Hope the fix will be available as soon as possible. As for now, I reverting back to Internet explorer. (To be safe :p)

The Chrome issue we are working on now. So hopefully this will be resolved in the coming weeks. Adobe, may take some more time as we still need to investigate this further.

[jimkouracos]

This is a copy of my posting in another thread with SD7 and Adobe products [Acrobat 8 and Adobe photoshop elements as well as Illustrator

Chris,

I just saw your suggestion for enabling the kernel compatibility mode on the Forum. I am pleased to tell you that it appears to have resolved the issue. I will continue to evaluate this and keep you posted. Thanks for your tenacity

below is information I sent to you directly just prior to checking the forum

Jim

Information previously written and referenced:

----- Forwarded Message ----
From: Jim Kouracos <jameskouracos@yahoo.com>
To: PC Tools Support <support@support.pctools.com>
Sent: Wed, November 18, 2009 8:21:30 PM
Subject: Re: [#3236-5056-52] RE: PC Tools Customer Support / New Log / Adobe Photoshop Elements

Chris,

I have another twist and perhaps good news. I have recreate the PCTcore time-out with another Adobe product. I am getting the same event viewer warnings and machine slow down when I use Adobe Photoshop Element 6. The common factor is apparrently FLEXnet Licensing Service. I have attached an updated event log

Jim

[AChen]

I have another twist and perhaps good news. I have recreate the PCTcore time-out with another Adobe product. I am getting the same event viewer warnings and machine slow down when I use Adobe Photoshop Element 6. The common factor is apparrently FLEXnet Licensing Service. I have attached an updated event log

Jim

Jim, there was no attachment with you're post. Could you attach the updated event log?

[jimkouracos]

Chris

attached is the log file. shows before and after enabling kernel mode. Today was completely error / warning free with all Adobe products [reader9, acrobat8, Illustrator]

Jim

[AChen]

Chris

attached is the log file. shows before and after enabling kernel mode. Today was completely error / warning free with all Adobe products [reader9, acrobat8, Illustrator]

Jim

Thanks Jim :) and that's good to hear.

[icc97]

This is a copy of my posting in another thread with SD7 and Adobe products [Acrobat 8 and Adobe photoshop elements as well as Illustrator

Chris,

I just saw your suggestion for enabling the kernel compatibility mode on the Forum. I am pleased to tell you that it appears to have resolved the issue. I will continue to evaluate this and keep you posted. Thanks for your tenacity

below is information I sent to you directly just prior to checking the forum

Jim

Information previously written and referenced:

----- Forwarded Message ----
From: Jim Kouracos <jameskouracos@yahoo.com>
To: PC Tools Support <support@support.pctools.com>
Sent: Wed, November 18, 2009 8:21:30 PM
Subject: Re: [#3236-5056-52] RE: PC Tools Customer Support / New Log / Adobe Photoshop Elements

Chris,

I have another twist and perhaps good news. I have recreate the PCTcore time-out with another Adobe product. I am getting the same event viewer warnings and machine slow down when I use Adobe Photoshop Element 6. The common factor is apparrently FLEXnet Licensing Service. I have attached an updated event log

Jim
I have been having similar issues with our Software on Windows 7, and it appears to be linked to FLEXnet. We've found that version 11.6 of FLEXnet is not listed as being compatible with Windows 7. It needs FLEXnet v11.8. See this link: http://www.microsoft.com/windows/compatibility/windows-7/en-us/Details.aspx?type=Software&p=FLEXnet%20Publisher&v=Acresso%20Software&uid=11&pf=0&pi=0&c=Enterprise%20Applications&sc=Business%20Intelligence%20%26%20Data%20Manageme nt

Helpfully v11.8 isn't being released until January...

[AChen]

Hi Guys,

Just to let you know the Google Chrome/SD issue has now been resolved with SD v7.0.0.514 (http://www.pctools.com/forum/showthread.php?t=61050) :)

[jysj]

ok. Thanks. Installing now.:)