Video Screencast Help

Cannot capture Adobe Reader X

Created: 20 Nov 2010 • Updated: 20 Nov 2010 | 25 comments

Hi all,

Adobe just released Adobe Reader X (10.0.0) and I tried to capture it like I successfully did with all previous versions (till 9.4.1) but this new version seems to be incompatible with SWV - If I try to run the captured app, I always get the follwoing error message:

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Microsoft Visual C++ Runtime Library
---------------------------
Runtime Error!

Program: C:\Program Files\Adobe\Reader 10.0\Reader\AcroRd32.exe

This application has requested the Runtime to terminate it in an unusual way.
Please contact the application's support team for more information.

---------------------------
OK  
---------------------------

It doesn't matter, which SWV version I take - the error is always the same. (Even the latest version 6.3.2059 shows the issue) Serveral Adobe Forum entries, like this

http://forums.adobe.com/thread/391738?start=0&tstart=0

indicate, that it has somehow to do with the folder redirection, which is also somehow used  by SWV...

Besides I tried a global capture of the exe and the msi Installer, but both threw an error message

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Error 1935: An error occurred during installation of assembly component {B708EB72-AA82-3EB7-8BB0-D845BA35C93D}
HRESULT: 0x800736B3.

---------------------------
OK  
---------------------------

in this mode.

Any ideas, how to fix this?

Thanks,

snruebes

Comments 25 CommentsJump to latest comment

snruebes's picture

I just figured out that the error message disappears, if I exclude at least

C:\Users\[User name]\AppData\Local\Adobe

and

C:\Users\Administrator\AppData\Roaming\Adobe

and their subdirectories, but I have the feeling, that this is dirty, because if I later on replace the layer with a new version it will left old Adobe Reader 10 config files on the machine and to do a cleanup manually for all local stored user profiles is cumbersome and as I already said it was not neccessary for Adobe Reader 9!

Each comment is welcome!

GSHARMAG's picture

I am getting same error.

But can you kindly explain the steps --> how to exclude the above directories? to someone like me who is not a system expert.

Your advice will be appreciated.

snruebes's picture

I just want to inform you about the expiriences we made during our internal Adobe X layer development. Other then mentioned by Jordan it was not sufficent for us to just add the exclude entry

[LOCALAPPDATA]\Adobe\Acrobat\10.0

including subdirectories to fix the problem. This improves the situation a bit, but we got other Runtime error's followed by an app crash in Windows 7 caused by AcroRd32.exe anyway, especially in situations, where we opened several pdf files locally and within the IE web browser from the internet in parallel.

Finally it turned out that it is always a folder access problem, which can only be fixed by adding the following three folder exclusions to your layer:

1. [COMMONAPPDATA]\Adobe resp. [ALLUSERSPROFILE]\Adobe

Note: The first string [COMMONAPPDATA]\Adobe is for SWV version 6.1.5126. For 6.3.2059 and above you need to use [ALLUSERSPROFILE]\Adobe, because Symantec changed the variable name for the path C:\Programdata

If you need to support several SWV versions it might be neccessary to add both entries, because it looks like [COMMONAPPDATA]\Adobe is not converted automatically to [ALLUSERSPROFILE]\Adobe by newer SWV client versions during the layer import.

2. [APPDATA]\Adobe

3. [LOCALAPPDATA]\Adobe

The reason why we don't dive deeper into the folder hierarchy to the Acrobat\10.0 subfolder within our exclusions is the fact, that the Reader creates several sub folders directly under the "Adobe" directory (e.g. an "Air" subdirectory and sometimes a "Color"folder in addition to the "Acrobat" subfolder.

Finally I want to add that this approach is bit evil and that Symatec should try to fix this within the next SWV releases because these kind of luxations where not neccessary with former Adobe Reader 9.x versions.

Jordan's picture

Interesting.

Your workaround isn't working for me.

If a forum post solves your problem please flag is as the solution

Jordan's picture

Ahh.  It's [LOCALAPPDATA] not [APPDATA] that needs to be excluded.

If a forum post solves your problem please flag is as the solution

Jordan's picture

The exact entry needed is [LOCALAPPDATA]\Adobe\Acrobat\10.0 excluded for both directory and subdirectories.

There no need for the Roaming exclude.

I can't see anything wrong with adding this exclude either so it's a pretty safe workaround.

If a forum post solves your problem please flag is as the solution

GSHARMAG's picture

 

Bad workaround

I am getting same error.

But can you kindly explain the steps --> how to exclude the above directories? to someone like me who is not a system expert.

Your advice will be appreciated.

berttie's picture

GSHARMAG

The way you exclude drives/directories.

Install the Reader without running it. Deactivate the Abobe Reader layer in Admin. 

Right-click on the Reader layer and select Properties,

click on the Exclude Entries tab,

right-click anywhere in the top box and select New Exclude Entry,

select the Directory radio button,

in its field paste: [LOCALAPPDATA]\Adobe\Acrobat\10.0

tick Exclude Subdirectories, click OK, and exit the Properties window

If you're distributing the layer across multiple machines, run AR and agree to the TOS, then close it down and create a new reset point before exporting.

Troy Whittaker's picture

Setting the exclude does indeed work.  If you're capturing on XP no need to do any .NET/VC installs or updates.

davidhilling's picture

If you capture it on a machine with XP machine with IE 6 it will cause an error when you launch it about protected mode on a win 7 machine with IE8. Makes sense when you think about it but you will probably need to capture it on an Win 7 machine that is x32/x64 machine if thats where you plan on launching it. Seems it doesnt even work if you capture it on x32 and try to launch it on x64.

snruebes's picture

Hi guys,

it looks like I haven't tested my last workaround (Subject: Final solution) good enough. The layer we built is still not reliable.

We are still getting the error message:

Especially in situations where we are trying to open several local pdf files and online pdf files within the IE in parallel.

It seems that the error message is only thrown, when you try to open online pdf's with the IE (trident engine) or have them already opened. if you use Firefox, the problem did not appear.

As I already stated I tried SWV version 6.3.2065 on Win 7 Enterprise 32 Bit English.

Update: in the meantime I added the directory

"[SYSTEMDRIVE]\fslrdr\1\C:\Program Files\Adobe\Reader 10.0"

as folder exclusion to the layer and activated the sub folder flag.

"1" represents the RO sublayer. This is of course some kind of recursion but since I did this I don't get the error above anymore!

But this is of course a very bad workaround, because the layer id of the RO sublayer might vary depending on the number of layers you already imported on your local machine.

Any comments and "real" solutions a very welcome!

Error.jpg
gsalerno's picture

Hi all,

I have the same problem of you.

So have someone find a good solution to package it?

Because it very boring to exclude Localappdata of my layer, because I would loose all the userpreferences if I reset the layer.

Salerno Giuseppe
System Engineer
Bechtle Suisse Romande

Jordan's picture

Unfortunately at this time we do not support capturing of Acrobat X, we're working with Adobe for a solution but I have no time frame as to when that solution will be available.

If a forum post solves your problem please flag is as the solution

Jeremy_Hurren's picture

Just some additional comments from my own research. The problem appears to be as a result of Reader's new "protected mode" feature. (You can find many articles on Adobe developer blogs about this feature if you're interested.) I believe that you can also workaround this problem by launching Reader in non-protected mode.

You can change this in the Adobe settings, but unfortunately in this scenario Adobe can't be launched to do so. Install Reader X to the base on a VM and go into its settings to change this property. Once you've done so, you should be able to find the registry key for this setting, which once added to the layer I believe may be another workaround.

In my testing the registry key is "HKU\UserSid\Software\Adobe\Acrobat Reader\10.0\AdobeViewer" and the value (DWORD) is "TrustedMode" which can be set to zero to disable this new feature.

I won't recommend turning off a security feature, as I think that's generally a bad idea. But more knowledge is better than less. :) We ARE working closely with Adobe developers to get these issues fixed ASAP, whether in a patch for SWV or for Reader is unclear at this stage.

Jeremy Hurren, Sr. Principal Software Engineer, Symantec

marcoh's picture

In my tests on a W7 machine following key disables the protected mode in Adobe Reader X:

 

[HKEY_CURRENT_USER\Software\Adobe\Acrobat Reader\10.0\Privileged]
"bProtectedMode"=dword:00000000

Adding this key to the USER_TEMPLATE ensures that all users can run Adobe Reader X virtually.

gsalerno's picture

I'm virtualizing Adobe and I have some problems:

1. The whole installation packages are integreted to my layer result : the size of my layer is more than 450 Mb have someone any idea how to delete the installation files?

2. When I run Adobe Reader, my layer crash when I open the comment tab. Have someone the same problem?

Salerno Giuseppe
System Engineer
Bechtle Suisse Romande

gsalerno's picture

Hi all,

Only one problem remain for me is the saving parameters of curent user option.

Can someone tell me how to save all customisation done by the user on the layer?

 

Thanks for your help

Salerno Giuseppe
System Engineer
Bechtle Suisse Romande

EdT's picture

My investigations have shown that protected mode in Adobe Reader X is full of issues and currently we have turned it off. My researches revealed that having any User Shell Folder registry settings in HKCU/Software/Microsoft/Windows/CurrentVersion/Explorer pointing to network resources would always cause protected mode errors on startup. There are also references on the Adobe forums to issues with DFS which are probably related to this, so I would recommend leaving PM off until version 10.0.3 can be checked out (whenever it gets released - Adobe are aware of the issues and have some supposed fixes in the pipeline)

@gsalerno

User settings are always under HKCU/Software/Adobe.  You can either navigate through the keys and find them visually or use a capture tool such as InstallWatch to record changes while you make some edits to user settings. This will give you direct reports of which keys were changed.

If your issue has been solved, please use the "Mark as Solution" link on the most relevant thread.

Jordan's picture

Adobe Reader 10.1 is out and it resloves this issue.

If a forum post solves your problem please flag is as the solution

riva11's picture

I have also found many issues on the 10.0.x releases , I will try the new 10.1.  In case you need , the adobe reader package is available here : ftp://ftp.adobe.com/pub/adobe/reader/win/10.x/

Here the link to my post about Where to find Adobe Reader Installer standalone Packages

 

 

Sam Champlin's picture

I am running into a problem with 10.0.1 where I deploy it using a managed software delivery in 7.1. I select the option where I can install directly into a layer. Reader makes it to the test workstation no problem and is installed into the layer no problem, the problem is, when i run the app, after about 5 seconds of it being open it completly locks up, just eh app mind you, not the whole os. I have to force close. Anybody else having similar problems.

Sam Champlin

Jordan's picture

Please try 10.1 as we don't work with 10.0.x versions.

If a forum post solves your problem please flag is as the solution

gsalerno's picture

Hi,

I'm re-packaging adobe acrobat reader 10.1 but no user configuration is registered as user when i close the application.

Could some one help me?

I'm going crazy with this application

Salerno Giuseppe
System Engineer
Bechtle Suisse Romande

Jordan's picture

I'm thinking this is related to a bug we're looking into, dealing with accesses denies to the user area when virtual IE is loading Reader 10 as a plugin.

If a forum post solves your problem please flag is as the solution