Freeze when you start Adobe Reader or Acrobat (6.0 on Windows)

Issue

When you try to start Adobe Reader or Adobe Acrobat, the application immediately quits, appears to freeze, or returns the error "Can't find Acrobat Plug in."

Details

The process "acrobat.exe" uses 95% or more of the capacity of the system processor.

Solutions

Do one or more of the following solutions:

Solution 1: Delete the temporary files that Acrobat or Adobe Reader creates, and then install the update or upgrade.

Acrobat 6.0 and Adobe Reader 6.0 may not delete the temporary files that they create during normal processes, such as filling in forms. Because Acrobat and Adobe Reader check temporary files at startup, an excess of temporary files can cause a long delay during startup or appear to be a freeze.

To delete temporary files:

1. Choose Start > Run, and type command in the Open text box. Click OK.

2. Type the following commands and press Enter after each command:

c:

cd\

del acr*.tmp /s

3. Type exit to close the Command.com window.

4. Install the 6.0.1 update, or upgrade to 7.0:

-- To install the Acrobat 6.0.1 update, download the update from the Adobe website at www.adobe.com/support/downloads/ and then follow the online installation instructions.

-- To upgrade to Adobe Reader 7.0, remove Adobe Reader 6.0 from the computer, and then install Adobe Reader 7.0 from the Adobe website at www.adobe.com/products/acrobat/readstep2.html .

-- To purchase Acrobat 7.0, visit the Adobe Store at http://store.adobe.com/store/main.jhtml , or call Customer Services at 800-272-3623. Install Acrobat 7.0 from your installation media and uninstall Acrobat 6.x when the installer prompts you.

Solution 2: Re-create the Updater folder.

Re-create the Updater folder to make sure it doesn't contain damaged or corrupt files.

To re-create the Updater folder:

1. Enable Windows to show hidden files and folders. For instructions, see the documentation included with Windows.

2. Delete the Updater folder from Documents and Settings\ [user profile] \Application Data\Adobe\Acrobat\6.0.

3. Restart Acrobat or Adobe Reader. A new Updater folder is created during startup.

Solution 3: Repair Acrobat or Adobe Reader.

If you repair Acrobat, you need the Acrobat CD-ROM (or access to the installation files on a network) to complete this solution.

To repair Acrobat or Adobe Reader:

1. Choose Start > Settings > Control Panel (Windows 2000, NT, 98) Start > Control Panel (Windows XP), and then double-click Add/Remove Programs.

2. Click Change or Remove Programs, and then click Adobe Acrobat 6.0 or Adobe Reader 6.0.

3. Click Change/Remove or Change.

4. In the Setup dialog box, click Next, select Repair, and then click Next.

5. Follow the on-screen instructions to complete the repair.

Solution 4: Log in to a new user account.

Create a new user account that has administrative privileges, and then log in to that account before you start Acrobat or Adobe Reader.

Background information

During usage, Acrobat and Adobe Reader create temporary files, which are stored in the Windows\Temp and Documents folder and the Settings\ [user profile] \Local Settings\Temp folder. Acrobat 6.0 and Adobe Reader 6.0 may create excessive temporary files and not delete them when you quit the application. Excessive temporary files can overload the system processor and cause the application to freeze or close; deleting these files frees up the processor. This issue is resolved in Acrobat 6.0.1and later and Adobe Reader 6.0.1 and later.

Acrobat or Adobe Reader may also freeze or close for the following reasons:

-- The Updater folder or its contents is damaged. Re-creating this folder can resolve the problem.

-- Acrobat or Adobe Reader application files, shortcuts, or registry entries are missing or damaged. Repairing Acrobat or Adobe Reader restores these items.

-- The user account is damaged.

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