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Issue abstract: Adobe error Unable to open PDF. Something went wrong. A running instance of Acrobat has caused an error. Can this be caused by a conflict with Norton 360?
Detailed description: Adobe Acrobat Pro freezes or crashes whenever I try to open a PDF (from the web or from my hard drive files). I have been working with Adobe to try and solve running instance errors in Adobe Acrobat Pro that make it impossible for me to use the app. It has been suggested that MAYBE there is a conflict with my antivirus program. I am trying to find out if that could be true. And if it is true, then what is the fix or workaround within Norton 360?
Product & version number: Norton 360, 25.7.10308 (build 25.7.10308.045)
OS details: Windows 11 Home, 24H2, 64-bit, Version 10.0..26100 Build 26100
AI Overview
Adobe Acrobat’s Protected Mode is a crucial defense-in-depth security feature that creates a restricted sandbox environment for PDFs, preventing malicious code from accessing hardware and data. It limits the actions a malicious file can perform, protecting your system. You can check its status in File > Preferences > Security (Enhanced) and disable it if necessary for compatibility issues, though this reduces security.
What Protected Mode does:
Sandboxing:
It runs in a controlled, isolated environment (a sandbox), limiting its ability to interact with your system.
Restriction of malicious code:
This isolation prevents untrusted files from performing harmful actions, such as modifying your hardware or accessing sensitive data.
Background operation:
Protected Mode operates silently in the background, providing continuous protection.
How to Check and Manage Protected Mode:
You can manage the Protected Mode setting by following these steps:
Open Adobe Acrobat or Adobe Reader.
Go to Edit > Preferences.
In the Categories list, select Security (Enhanced).
In the Sandbox Protections section, you can find the Enable Protected Mode at startup option.
When and Why to Disable It (Use with Caution):
Compatibility:
In some cases, a PDF might not open or function correctly in Protected Mode due to incompatibility with your system.
Troubleshooting:
Forcing Acrobat to run with Protected Mode disabled can sometimes resolve these issues.
Reduced Security:
Be aware that disabling this feature makes your system more vulnerable to security threats from malicious PDFs. Adobe strongly recommends keeping it enabled if you are concerned about security.
AI Overview
Adobe Acrobat and Norton can conflict, causing crashes or failure to open, often due to interactions between Norton’s security features (like Smart Firewall or Protected Mode) and Acrobat’s sandbox or Office plug-ins. To resolve this, you can try disabling specific Norton features such as Smart Firewall or the Office plug-in for Acrobat, whitelisting the Acrobat application in Norton’s settings, or recreating Norton’s application rules for Adobe components.
Troubleshooting Steps Disable Norton Features:
Smart Firewall: If Acrobat crashes when checking signatures or a Smart Firewall is enabled, temporarily disable it in your Norton settings to see if the issue is resolved.
Office Plug-in: A known conflict can occur with the Acrobat Office plug-in. Disable it by right-clicking the Norton icon, selecting “Norton AntiVirus Options,” going to “Miscellaneous,” and clearing the “Turn Office Plug-in on” checkbox.
Whitelist Adobe Acrobat in Norton:
Open your Norton application and go to Settings.
Navigate to the Antivirus section and select the Scans and Risks tab.
Click the Configure [+] button for “Items to Exclude from Scans”.
Click Add Folders and locate the folder for your Adobe Acrobat installation (e.g., C:\Program Files\Adobe\Acrobat DC for 64-bit versions).
Address Norton’s Application Rules:
Duplicate or corrupted rules in Norton’s Smart Firewall can cause problems. Go into the Norton application’s firewall settings and look for rules related to “Adobe Acrobat,” “Adobe AcroCEF,” and “Adobe Crash Processor”.
Delete these duplicate rules and recreate them for the Adobe components to resolve potential confusion in the firewall’s logic.
Run the Built-in Repair Tool:
If you suspect files are corrupted, you can try repairing your Acrobat installation.
Go to your Windows Apps & features, find Adobe Acrobat, and select Modify to access options to repair the installation.
AI responses may include mistakes.
Caveat: I’ve not run Adobe Acrobat Reader…long time.
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Did you perhaps download/install McAfee Security Scan Plus?
