SD7 + Acrobat 8 crashes XP [#3236-5056-52]

[jimkouracos]

Re: [#3236-5056-52] RE: PC Tools Customer Support
From Jim Kouracos

This posting mirrors information sent to tech support about SD7 issues with Acrobat 8 [xp pro sp3]. In brief PCTcore is timing out after Acrobat 8 starts up. Specifically, the time out seems to be occurring after the FLEXnet Licensing Service enters the running state. The result is a slow computer. If I open and close Acrobat 8 two or three times within 20 minutes, the computer turns into “molasses in January”.

This issue does not occur if I use Acrobat 9 to view PDF files. Only when I actively manipulate or print PDF files with Acrobat 8.

Multiple installs and reinstalls with Registry Mechanic cleaning in between does not alter the error pattern.

My machine configuration is:
3.20 gigahertz Intel Pentium D
16 kilobyte primary memory cache
1024 kilobyte secondary memory cache
Multi-core (2 total)
Hyper-threaded (4 total)
2046 Megabytes Usable Installed Memory

SD6 worked well, however, SD7 interacting with Acrobat 8 grinds this machine into an unusable circumstance until I reboot.

This is what my event viewer shows when I have the negative issues showing PCTcore timed out when acrobat 8 starts

Event Type: Information
Event Source: Service Control Manager
Event Category: None
Event ID: 7036
Date: 11/12/2009
Time: 9:39:16 AM
User: N/A
Computer: DELL
Description:
The FLEXnet Licensing Service service entered the running state.

For more information, see Help and Support Center at http://go.microsoft.com/fwlink/events.asp.

Event Type: Information
Event Source: Service Control Manager
Event Category: None
Event ID: 7035
Date: 11/12/2009
Time: 9:39:16 AM
User: DELL\James Kouracos
Computer: DELL
Description:
The FLEXnet Licensing Service service was successfully sent a start control.

For more information, see Help and Support Center at http://go.microsoft.com/fwlink/events.asp.

Event Type: Warning
Event Source: PCTCore
Event Category: None
Event ID: 266
Date: 11/12/2009
Time: 9:39:52 AM
User: N/A
Computer: DELL
Description:
Client 80000a00:4:8:0:3908 has encountered a time-out.
Data:
0000: 00 00 00 00 02 00 50 00 ......P.
0008: 00 00 00 00 0a 01 05 80 .......?
0010: 00 00 00 00 02 01 00 00 ........
0018: 00 00 00 00 00 00 00 00 ........
0020: 00 00 00 00 00 00 00 00 ........

Event Type: Information
Event Source: Service Control Manager
Event Category: None
Event ID: 7036
Date: 11/12/2009
Time: 9:49:16 AM
User: N/A
Computer: DELL
Description:
The FLEXnet Licensing Service service entered the stopped state.

This is what my event viewer looks like if I do not start Acrobat 8

Event Type: Information
Event Source: PCTCore
Event Category: None

Event ID: 268
Date: 11/12/2009
Time: 9:34:06 AM
User: N/A
Computer: DELL
Description:
The driver initialization status is 0:0:0:0:0:0:0:0:0:0.
Data:
0000: 00 00 00 00 02 00 50 00 ......P.
0008: 00 00 00 00 0c 01 05 40 .......@
0010: 00 00 00 00 00 00 00 00 ........
0018: 00 00 00 00 00 00 00 00 ........
0020: 00 00 00 00 00 00 00 00 ........

Event Type: Information
Event Source: PCTCore
Event Category: None
Event ID: 264
Date: 11/12/2009
Time: 9:34:55 AM
User: N/A
Computer: DELL
Description:
Client 8000098c:3:100:0:30000 is connected.
Data:
0000: 00 00 00 00 02 00 50 00 ......P.
0008: 00 00 00 00 08 01 05 40 .......@
0010: 00 00 00 00 01 00 00 c0 .......À
0018: 00 00 00 00 00 00 00 00 ........
0020: 00 00 00 00 00 00 00 00 ........

Event Type: Information
Event Source: PCTCore
Event Category: None
Event ID: 264
Date: 11/12/2009
Time: 9:35:25 AM
User: N/A
Computer: DELL
Description:
Client 800009f8:1:100:0:30000 is connected.
Data:
0000: 00 00 00 00 02 00 50 00 ......P.
0008: 00 00 00 00 08 01 05 40 .......@
0010: 00 00 00 00 01 00 00 c0 .......À
0018: 00 00 00 00 00 00 00 00 ........
0020: 00 00 00 00 00 00 00 00 ........

Event Type: Information
Event Source: PCTCore
Event Category: None
Event ID: 264
Date: 11/12/2009
Time: 9:35:25 AM
User: N/A
Computer: DELL
Description:
Client 80000a08:2:100:0:30000 is connected.
Data:
0000: 00 00 00 00 02 00 50 00 ......P.
0008: 00 00 00 00 08 01 05 40 .......@
0010: 00 00 00 00 01 00 00 c0 .......À
0018: 00 00 00 00 00 00 00 00 ........
0020: 00 00 00 00 00 00 00 00 ........

Event Type: Information
Event Source: PCTCore
Event Category: None
Event ID: 264
Date: 11/12/2009
Time: 9:35:25 AM
User: N/A
Computer: DELL
Description:
Client 80000a00:4:100:0:30000 is connected.
Data:
0000: 00 00 00 00 02 00 50 00 ......P.
0008: 00 00 00 00 08 01 05 40 .......@
0010: 00 00 00 00 01 00 00 c0 .......À
0018: 00 00 00 00 00 00 00 00 ........
0020: 00 00 00 00 00 00 00 00 ........

Event Type: Information
Event Source: PCTCore
Event Category: None
Event ID: 270
Date: 11/12/2009
Time: 9:35:29 AM
User: N/A
Computer: DELL
Description:
Persistent item list is loaded 800009f8:1:0:9e.
Data:
0000: 00 00 00 00 02 00 50 00 ......P.
0008: 00 00 00 00 0e 01 05 40 .......@
0010: 00 00 00 00 00 00 00 00 ........
0018: 00 00 00 00 00 00 00 00 ........
0020: 00 00 00 00 00 00 00 00 ........

[haapy]

Do you realize that Adobe Acrobat 9.2 is the current version?

You might want to consider upgrading.

[AChen]

I originally tested this problem on an XP 32 bit SP3 with SDA v7.0.0.508 with all the Intelli-Guards enabled (including Behavior Guard, Site Guard and Email Guard), but couldn't recreate the problem with Adobe v8 and v9. I then tested this on a Windows 7 64 bit OS to try and recreate the problem in this thread: http://www.pctools.com/forum/showthread.php?t=62010 but didn't have any luck either. We will do a more thorough investigation on this and I will try to provide an update shortly.

[AChen]

Could you tick 'Kernel Compat Mode' in Settings-> Advanced-> Tick Enable kernel Compat mode-> Reboot and see if this addresses the problem with Adobe 8. For more info, check the link I provided in my previoius post.

[jimkouracos]

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

[jimkouracos]

Attached is an updated log. I am seeing no issues / warnings when the Adobe Flexnet service is called since I have enabled the kernel compatibility mode is SD7

[AChen]

Attached is an updated log. I am seeing no issues / warnings when the Adobe Flexnet service is called since I have enabled the kernel compatibility mode is SD7

I received it in the other thread :)
We can just work off the issue from the other thread. Might make things easier ;)