This Information Applies To: Agilent OpenLab ChemStation
When launching OpenLab ChemStation Online or Offline session, the following error messages “ChemStation ChemMain has stopped working” or "There is a problem with Adobe Acrobat/Reader. If it is running, please exit and try again. (523:523)" or "...(507:507)" are shown. These error messages were caused by a nonsupported version of Adobe Acrobat Reader software.
Adobe Acrobat Reader software is used to generate reports to screen in OpenLab ChemStation. Only the Adobe Acrobat Reader Classic track is supported by OpenLab ChemStation because it runs in a protected mode with the option of no automatic updates. On the other hand, Adobe Acrobat Reader Continuous track is not supported as it pushes updates regularly, which will interfere with OpenLab ChemStation operation and result in ChemMain failures.
In Windows Application event log, the faulting module names for Adobe Acrobat Reader are: AcroPDFImpl.dll_unloaded and AcroPDFImpl.dll.
Follow the applicable steps to fix the error:
Check if an existing Acrobat Reader version must be uninstalled
Install Adobe Acrobat Reader 2017 (Classic Track) - applies to OpenLab ChemStation version C.01.09 or below
|Tips: When you open either Acrobat Reader or the ChemStation Report Viewer for the first time, you will be asked to confirm the Adobe Reader license agreement. On a Networked Workstation, this dialog box appears only once. On an AIC, this dialog box will appear for each newly configured instrument.|
Install Adobe Acrobat Reader 2020 (Classic Track) - applies to OpenLab ChemStation version C.01.10 or above
Disable the Adobe Update Service to prevent automatic updates and checks for updates
Set Adobe Acrobat Reader as the default PDF viewer
Ensure correct Adobe Acrobat Reader settings
There are other notification channels and messages that need to be disabled to prevent Adobe reaching out to the Web. These are enabled per default installation and must be changed.
Configure the Antivirus Program
If the Antivirus software includes program or executable deny execution settings, ensure that the following program files are not denied execution. You can use the windows search feature to find the specific folder that each program file is located.
Apply Acrobat Reader Settings to all Instruments on AIC
The Acrobat Reader settings are stored in each user profile in Windows. When the ChemStation is running on an AIC, each instrument runs under a dedicated "instrument user" (e.g. CSIUser01, CSIUser02, ...). You will need to update the Adobe Acrobat Reader settings for all the "Instrument Users". If you use multiple AICs, repeat this procedure on each AIC.
If the issue continues, or need help with one of the solutions, contact your local Agilent Support.