Adobe Acrobat stops responding and Windows displays the error message, "Acrobat has encountered a problem and must close,"when you perform any of the following actions:
- rotate a page
- insert a page
- combine documents
- apply a digital signature
- add security
- change a setting in the Advanced Print dialog
- adding a background
The MotiveSB process may cause Acrobat to stop responding and display an error. This process is installed by DSL providers and is a utility that lets customers send troubleshooting requests through the internet.
Another program that may cause a similar issue is McciTrayApp.exe. McciTrayApp.exe is a nonessential program for broadband customers which can be used to diagnose and repair connection and hardware problems. This software is re-branded from Motive.
Turn off or disable MotiveSB or McciTrayApp.exe.
MotiveSB and McciTrayApp.exe arenot really processes. If you turn them off in Task Manager, thenAcrobat should function normally.
To disable the applications:
SelectCtrl-Alt-Delete to bring upTask Manager.
Select MotiveSB.exe and/or McciTrayApp.exe and selectEnd Process.
You can also disable these applications in the Startup items or by renaming the executable file.
Solution for McciTrayApp.exe:
Access the fileMcciTrayApp.exe-363a239e.pf located in C:\windows\prefetch.
MotiveSB; McciTrayApp.exe; kb402844