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- Troubleshoot errors, freezes | Reader | Windows
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Troubleshoot errors, freezes | Reader | Windows
This document can help you resolve system errors that occur while you use Adobe Reader on Windows or XP. System errors can manifest themselves as a blank or flickering dialog box, a frozen cursor or screen, or one of the following errors:. The memory could not be 'read'. Different factors can cause system errors, including conflicts among device drivers, software, and hardware, and corrupt elements in specific files.
Although a system error may occur only when you work with Adobe Reader, Adobe Reader may not necessarily be the cause--it may be the only application that is memory- or processor-intensive enough to expose the problem. To benefit most from this document, perform the tasks in order.
Keep track of the tasks you perform and the results of each, including errors or other problems. Adobe Technical Support can use this information to better assist you, should you need to call. The tasks in this section can help you resolve the most common system errors. Always restart the computer after a system error occurs to refresh its memory.
Continuing to work without restarting the computer may compound the problem. Note: Some of these tasks require you to locate hidden files or folders, or files by their full file names, which include extensions for example, filename.
By default, Windows Explorer doesn't show hidden files, hidden folders, and filename extensions it recognizes. The latest version of Adobe Reader may be more compatible with your operating system and hardware drivers. Before you install an update or upgrade, make sure that the system meets the requirements.
Some applications that run in the background may cause system errors or freezes when running concurrently with Adobe Reader. You can identify these applications and disable them before starting Adobe Reader. To identify problematic applications that run in the background, remove applications from the Startup folder and close those that are specified in the registry to start automatically.
Deselect Load Startup Items. Verify that Process System. Right-click icons in the Notification Area called the System Tray in earlier versions of Windows to close or disable any startup items that are still active. Note: Upon reboot, you'll be notified that the System Configuration Utility has made changes to the way that Windows starts up.
Reenable startup items one at a time, testing each time until you determine which item is causing the conflict. Then contact that item's developer for an update, if available. Note: You will need to deselect any recorded unselected items after you select Normal Startup.
Note: Windows does not have the MSConfig utility for disabling start items. You can disable the items manually. In Windows Explorer, move all icons and shortcuts from the following folders to another folder:. Note: The simplest method to shutdown all remaining programs is to disable processes that are not required for the system to run. Without a strong understanding of the Windows architecture you can typically reduce the number of process down to If the process is not in the required process list, disable the process following the steps below.
Important: Do not disable the following required processes: wuauclt. EXE, regsvc. EXE, explorer. Note: You will need to disable these processes every time you need to reboot the computer.
Remove third-party plug-ins from the Reader plug-ins folder. Leave the third party plug-ins out of the Adobe Reader plug-ins folder. After you test all of the Adobe Reader plug-ins, proceed to step 9. Move one third-party plug-in back to the Reader plug-ins folder and attempt to reproduce the error. Run a detect and repair on Adobe Reader with the corrupted Reader plug-ins removed from the Reader folder. Re-create the Adobe Reader preferences folder. Re-create the Adobe Readerpreferences folder to eliminate problems that damaged preferences files might cause.
Note: Color management preferences and other settings will be affected by using this solution. The majority of the Adobe Reader preferences are stored within the registry. If the problem recurs after you re-create the Adobe Reader preferences folder, then the problem isn't related to the Preferences folder.
To restore custom settings, drag the file you moved in step 2 back to its original location, and then click Yes to replace the new Preferences folder. If the tasks in the previous section don't solve the problem, try the following intermediate troubleshooting tasks. Because device drivers can interfere with opening or installing files, restart Windows in a simplified mode to disable the device drivers, and then install Adobe Reader.
Many manufacturers of video display adapters frequently update their software drivers. If you haven't updated the display adapter driver recently, contact the video card manufacturer for an updated driver, or download one from the manufacturer's website.
To determine the manufacturer of the video card, view the card's properties in Device Manager. You can often determine if the video driver is outdated by changing the color-depth and resolution of the video card or by disabling graphics hardware acceleration. Note: Reader performs optimally at 16bit color. Please increase or decrease the color depth depending on the current setting.
Note: Reader preforms optimally at x Please increase or decrease the screen resolution depending on the current setting. Restart Windows and Adobe Reader. If the problem no longer occurs, contact the video card manufacturer for an updated driver. Device drivers are files that allow Windows to communicate with devices such as scanners, video cards, mouse devices, and keyboards.
Contact the device manufacturer to make sure that you have the latest driver for it. If a device appears with a black exclamation mark! If the Driver tab doesn't indicate the driver provider, click Driver Details. If Microsoft is the provider, you probably have a generic driver and should obtain the most recent driver provided by the device manufacturer.
Updates to Windows also called Service Packs improve its performance and compatibility with other applications. Although each version of Adobe Reader requires a Service Pack see the system requirements in task 1 of this document , a more recent Service Pack can further improve performance. Service Packs typically include updated device drivers and other updated system components.
You can obtain Service Packs from the Microsoft website at www. If you reinstall an application or Windows after you install the latest Service Pack, then reinstall the Service Pack. Some applications install commonly used system files, overwriting the updated versions installed by the Service Pack.
Disable hard disk compression, which can interfere when Reader attempts to store and access files and resources. For more information, see the documentation for the compression software, or see the Windows documentation for compression included with Windows.
Windows and applications store working data in temporary. Excessive or outdated temporary files can interfere with performance of Windows or applications. Delete temporary files, and make sure that at least 50 MB of free space is available on the hard disk to which temporary files are written. To make sure that at least 50 MB of free space is available on the hard disk to which temporary files are written:.
If the complete pathname for the folder isn't visible, double-click TEMP in the Variable column, and note the folder name in the Variable Value box. In Windows Explorer, verify that the folder you noted in step 4 exists on a noncompressed disk partition that has at least 50 MB of free space:. To determine the amount of free space, right-click the drive and choose Properties from the menu. Note: Repeat this procedure periodically. Windows deletes temporary files when Windows and applications close normally.
When Windows or an application crashes, however, temporary files can accumulate on the hard disk. Click OK. Initiating this command at other hard drive locations can damage your Operating System. Adobe provides this information as a courtesy only and is not responsible for issues you may encounter if you run this command in an incorrect location. Microsoft Windows will delete all unprotected files from the Windows Temporary directory and then return to a blinking command prompt.
When it has return to the blinking command prompt, type the following commands and press Enter after each command:. To determine whether a font causes the problem, reduce the number of active fonts by moving the font files to another location:. Note: Don't remove the fonts installed by Windows.
For details, see the Microsoft website. Move font files, excluding those installed by Windows, from the Fonts folder to the folder you created in step 1. Remove those fonts from the Fonts folder, and repeat steps , this time adding only one font at a time.
When the problem recurs, remove the fonts using a font utility, remove the font and reinstall it from the original media, or contact the font manufacturer to obtain an updated version of the font. Run Adobe Reader in a different user account. Create a new user account that has the same permissions as the account you use when the problem occurs. If the problem doesn't recur, then the original user account may be damaged.
For information on setting up a user account, see the Windows or Windows XP documentation or contact your network administrator. System errors can occur if hard disks contain damaged sectors or fragmented files. Repair and defragment hard disks using either the Error-checking tool and Disk Defragmenter utility included with Windows or a third-party disk utility such as Symantec Norton Utilities. You should run such utilities on each hard disk or partition.
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