ChemStation ChemMain Has Stopped Working with Error 523:523 or 507:507

Answer

This Information Applies To: Agilent OpenLab ChemStation 

Issue

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.

Background

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.

Resolution

The errors shown in Figure 1 and Figure 2 may happen when launching OpenLab ChemStation or when printing a report.

Figure 1. An error message "ChemStation ChemMain has stopped working"

Figure 2. An error message "There is a problem with Adobe Acrobat/Reader. If it is running, please exit and try again. (523:523)" 

Follow the applicable steps to fix the error:

1. Check if an existing Acrobat Reader version must be uninstalled.
2. Install a recommended version of Adobe Acrobat Reader:
   1. For OpenLab ChemStation C.01.09 or below: install version 2017 (Classic Track).
   2. For OpenLab ChemStation C.01.10 or above: install version 2020 (Classic Track).
3. Disable the Adobe Update Service to prevent automatic updates and checks for updates.
4. Set Adobe Acrobat Reader as the default PDF viewer.
5. Ensure correct Adobe Acrobat Reader settings.
6. Configure the Antivirus Program.
7. Apply Acrobat Reader Settings to all Instruments on AIC.

Check if an existing Acrobat Reader version must be uninstalled

1. If Acrobat Reader is already installed, check its version number.
   1. Open Acrobat Reader.
   2. Select Help > About Adobe Acrobat Reader.
2. The version number has several ranges. The Continuous or Classic track is indicated by the first two digits of the third range (Figure 3).
   • 20 = Continuous track
   • 30 = Classic track
     

     
     
     Figure 3. An example of Acrobat Reader 2017 Classic Track
     
     

3. If one of the following Acrobat Reader versions are installed, they must be uninstalled using Add/Remove programs in Control Panel first.
   • Acrobat Reader 2016, 2015 or lower
   • Acrobat Reader XI or lower (11.0.0, 10.x.x)
   • Any Acrobat Reader versions from the Continuous track (even with Acrobat Reader 2017)

Install Adobe Acrobat Reader 2017 (Classic Track) - applies to OpenLab ChemStation version C.01.09 or below

1. Install Adobe Acrobat Reader 2017 (Classic Track) from the OpenLab ChemStation installation medium, under Disk 1 > Tools > Adobe Reader. 
2. Run AcroRdr_MUI.bat and follow the instructions of the Adobe Reader Setup wizard.

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

1. Uninstall the older version of Acrobat Reader (lower than 2020) from Control Panel > All Control Panel Items > Programs and Features. Find the Acrobat Reader and uninstall.
2. Upgrade to Adobe Acrobat Reader 2020 (Classic Track) from the Adobe website. Download and install the AcroRdr20202000130002_MUI.exe Reader Full file.
3. Ensure that the Adobe Acrobat Reader settings have not been reset.

Disable the Adobe Update Service to prevent automatic updates and checks for updates

1. In the Windows Start menu, search for Services and run as administrator.
2. Stop the Adobe Acrobat Update Service.
3. Go to the Action drop-down menu and select Properties. In the service properties, set the startup type to Manual (Figure 4).
   

   
   
   Figure 4. Disable the Adobe Update Service 
   1. Action drop-down menu, 2. Properties, 3. Manual Startup type
   
   

Set Adobe Acrobat Reader as the default PDF viewer

• Windows 7: In the Microsoft Control Panel, navigate to Default Programs > Set default programs, select Adobe Acrobat Reader from the list, and click Set this program as default.
• Windows 10: Navigate to Settings > Apps > Default Apps, select Choose default apps by file type. In the list, navigate to .pdf and select Adobe Acrobat Reader as default.

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.

1. Click Edit > Preferences in Acrobat Reader.
2. Select the General category (Figure 5).
   1. Ensure that the Open documents as new tabs in the same window check box is cleared. If it is selected, Acrobat Reader may interfere with the ChemStation Report Viewer feature.
   2. Ensure that the Show me messages when I launch Adobe Acrobat Reader check box is cleared. If it is selected, Adobe messages may interfere with the ChemStation software.

      
      
      Figure 5. Settings of Adobe Acrobat Reader in General category 
      
      

3. Select the Security (Enhanced) category (Figure 6).
   1. Ensure that the Enable Protected Mode at startup check box is selected.
   2. Ensure that the Enable Enhanced Security check box is selected.

      
      
      Figure 6. Setting of Adobe Acrobat Reader in the Security (Enhanced) category
      
      

4. Select the Tracker category (Figure 7).
   1. Ensure that the Show notification icon in system tray check box is cleared.
      

      
      
      Figure 7. Setting of Adobe Acrobat Reader in the Tracker category
      
      

5. Click OK.

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.

• Acrobat.exe
• AcroRd32.exe

Example: add C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AcrRD32.exe and C:\Program Files (x86)\Adobe\Acrobat DC\Acrobat\Acrobat.exe to the Trusted Programs List.

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.

1. Log in to the OpenLab Control Panel as a CDS Admin with the everything role to have access to the ChemStation command line.
2. Launch the instrument. An offline session can be used.
3. If the ChemStation Command Line is not visible, click View > Command Line in the Method and Run Control view.
4. In the ChemStation Command Line, enter the command shellexecute "C:\Program Files (x86)\Adobe\Acrobat Reader 2017\Reader\AcroRd32.exe".
5. Press Enter to run the command. This command opens an Adobe Acrobat Reader instance (may need to be selected on taskbar) and the correct Acrobat settings are applied to the instrument sessions.
6. Close Adobe Acrobat Reader and ChemStation.
7. Repeat the procedure for all instruments that are configured on the AIC.

If the issue continues, or need help with one of the solutions, contact your local Agilent Support.