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ITsVISTA Adobe KB-Link: kb408350

Troubleshoot system errors and freezes for Adobe eLearning Suite 1.0

This document can help you to resolve system errors that occur while you use Adobe eLearning Suite 1.0 on Windows Vista. Adobe eLearning Suite 1.0 applications include:

  • Adobe Captivate 4
  • Adobe Flash CS4 Professional
  • Adobe Photoshop CS4 Extended
  • Adobe Dreamweaver CS4
  • Adobe Acrobat 9 Pro
  • Adobe Soundbooth CS4
  • Adobe Presenter 7
  • Adobe Bridge CS4
  • Adobe Device Central CS4

System errors can manifest in many different ways, including (but not limited to) the following:

  • A blank or flickering dialog box
  • A frozen cursor or screen
  • A blue screen
  • An unexpected restart
  • An error such as one of the following:
    • “This program has performed an illegal operation and will be shut down. If the problem persists, contact the program vendor.”
    • “General Protection Fault in module [filename].”
    • “Invalid Page Fault in module [filename].”
    • “Application Error.”
    • “Unhandled exception detected. Application will be terminated.”
    • “Illegal Instruction.”
    • “Segment load failure in [filename].”
    • “Application has encountered a problem and needs to close.”
    • “Fatal System Error.”
    • A STOP error

Many different factors can cause system errors, including conflicts among device drivers, applications, operating system settings, hardware, and corrupt elements in specific files. Although a system error may occur only when you work with the eLearning Suite 1.0, the eLearning Suite 1.0 may not necessarily be the cause–it may be the only application that uses enough memory or processor cycles to expose the problem.

To benefit most from this document, perform the tasks in order. Keep track of the tasks that you perform and the results of each, including errors and other problems. Adobe Technical Support can use this information to better assist you if you need to call.

You must be logged on as an administrator to perform some of the procedures in this document.

Important: Some of the procedures in this document may initiate a User Account Control dialog that asks for your permission to continue. Read the details in the dialog to determine if you want to continue. If you choose to cancel the dialog, then you will not be able to continue with that troubleshooting step.

Note: The procedures in this document are based on the default interface of Windows Vista, with the exception of the Control Panel: this document assumes you are using the Classic View of the Control Panel. To view the Control Panel in the Classic View, click Classic View in the left pane of the Control Panel window.

Some of these procedures may require you to locate hidden files, hidden folders, or files by their full file names, which include extensions (for example, Setup.exe). By default, Windows Explorer doesn’t show hidden files, hidden folders, and file name extensions that it recognizes. To make these items visible, see “Show hidden files, hidden folders, and all file name extensions in Windows Explorer (Windows Vista)” (TechNote kb404880).

For more information on this issue, including potential causes, workarounds, and resolutions, see: Adobe KB Article kb408350.

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