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Brad
Brad, Computer Technician
Category: Computer
Satisfied Customers: 1430
Experience:  20 + years, cert. Win NT, xp, vista Windows 7, Net sec
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When I click on a pdf file The screen goes black and then opens

Customer Question

When I click on a pdf file The screen goes black and then opens up. when it opens up it is like it has zoomed in to the point my background is all blured and you can see Xs and dots. The window has also exploded to around 200+%. Then and error box comes up adobe reader 9 stating it has created a problem and needs to close. Another error box come up and ask me if I want to report it. I click yes or no and it goes back to a normal back ground and normal size. The only way i can get it open is to open it with internet explore. I have removed adobe reader 9 completely and reinstalled it same results
Submitted: 5 years ago.
Category: Computer
Expert:  Brad replied 5 years ago.
HiCustomer Thank you for asking your question on JustAnswer. The other Experts and I are working on your answer. By the way, it would help us to know:

-What operating system are you using?

-What internet browser are you using?

-What have you already tried?

-does this happen with all pdf files?



Thank you again for trusting us with your problem. Please reply as soon as possible so that we can finish answering your question.



IS this happening with all pdf files?
Customer: replied 5 years ago.

Window XP

Windows internet explorer

remove old program completely and reinstalled freshly download of adobe reader 9 from adobe.

This happens with every pdf file I open

Expert:  Brad replied 5 years ago.
open one of the files and at the top when it opens right under the blue bar is a plus and minus sign near the word help. You can adjust the size there. It should be less than 100% Use the minus sign to get it to a manageable size.
Customer: replied 5 years ago.
That is not fixing it. My desktop is also in an exploded view and it stays that way until I click the error box to report it or not to report it to microsoft. After I click that it goes back to my desktop and does not open the file.
Customer: replied 5 years ago.
maybe I was not clear this happens when after i open a folder and then click on a pdf file.
Customer: replied 5 years ago.
File never opens up and when i click on the error box the folder closes and goes back to the desktop in normal veiw.
Customer: replied 5 years ago.

Brad I am going to start over. when I open a folder the folder opens up normally.

When I click on the pdf file the screen goes black then the screen reappears in an exploded veiw. Every thing including the desktop behind the folder is enlarged. When I click on a pdf file an exploded error box appears that adobe reader 9 has encountered a problem and needs to close. Then another exploded error box appears asking me if i would lik to report this problem to microsoft. When I Click either yes or no the screen goes black again just for a second and sends me back to the desktop in normal view.

The file never opens. This happens with every pdf file. I have completely removed adobe reader 9 and reinstalled a fresh downloaded ar 9 from adobe. the problem is still there. The only way I can open a pdf file is to right click on the file and click open with and then click enternet explorer and then the file will open. Hope this explains in better.

Expert:  Brad replied 5 years ago.
Does it do this when you just start it from the start menu without clicking on a .pdf file?
I also need for you to go to system properties (hold windows and pause break) then select hardware on the tab and then device manager and tell me if there are any ! or ? on the list that comes up. If there are none, can you tell me what display adapter you are using?
Customer: replied 5 years ago.

The only time this happens is when I click any pdf file I have tried several files from different folders and every one does the same thing desktop background and folder explodes and when i click the file I get the error message needs to close an another message to report it. It then goes back to the desktop and every thing is normal again, but the file never opens up.

 

I opened the system properties and checked all the drivers and there are no ! or ?

Expert:  Brad replied 5 years ago.
Click Start, and then click Run.
Type drwtsn32, and then click OK.
In the program that comes up, look in the window in the bottom and there are error reports. Find the one that corresponds with Adobe and click on it and then click view up above it
There is a box that opens with the error in it. Click in the box at the top right and copy all the way down to the end of the task list and paste it here. You might want to keep a copy of it handy, there is a lot of info here and we are probably going to look at other parts of it also.
Customer: replied 5 years ago.

Hi Brad Here is the info you asked for.

Application exception occurred:
App: C:\Program Files\Adobe\Reader 9.0\Reader\AcroRd32.exe (pid=5872)
When: 1/31/2009 @ 15:52:40.269
Exception number: c0000005 (access violation)

*----> System Information <----*
Computer Name: HONEYBEAR
User Name: HP_Administrator
Terminal Session Id: 0
Number of Processors: 1
Processor Type: x86 Family 15 Model 47 Stepping 2
Windows Version: 5.1
Current Build: 2600
Service Pack: 3
Current Type: Multiprocessor Free
Registered Organization:
Registered Owner:

*----> Task List <----*
0 System Process
4 System
600 smss.exe
672 csrss.exe
704 winlogon.exe
752 services.exe
764 lsass.exe
936 Ati2evxx.exe
948 svchost.exe
1080 svchost.exe
1172 svchost.exe
1236 Ati2evxx.exe
1276 svchost.exe
1356 svchost.exe
1504 AAWService.exe
1624 spoolsv.exe
1820 agrsmsvc.exe
1896 arservice.exe
1980 Explorer.EXE
184 ehRecvr.exe
256 ehSched.exe
332 GoogleUpdaterService.exe
456 jqs.exe
516 LSSrvc.exe
564 McSACore.exe
660 mcmscsvc.exe
712 mcnasvc.exe
1120 mcproxy.exe
1248 mcshield.exe
1392 MDM.EXE
1428 MPFSrv.exe
1968 svchost.exe
2076 svchost.exe
2228 SearchIndexer.exe
2372 mcagent.exe
2492 mcrdsvc.exe
3172 dllhost.exe
3452 alg.exe
3520 unsecapp.exe
3856 wmiprvse.exe
1736 ehtray.exe
2156 ARPWRMSG.EXE
2272 DISCover.exe
2160 ehmsas.exe
2316 DiscUpdateMgr.exe
2412 DiscGui.exe
956 hpztsb04.exe
2644 HPWuSchd2.exe
2788 atiptaxx.exe
2800 DMAScheduler.exe
1956 KBD.EXE
2896 OpwareSE4.exe
2940 jusched.exe
2600 wmiprvse.exe
2596 AutoSave.exe
1452 issch.exe
756 AAWTray.exe
3340 ctfmon.exe
3408 Weather.exe
3580 HOMERunner.exe
3632 mssysmgr.exe
3964 hpqtra08.exe
472 Updates from HP.exe
2936 mcsysmon.exe
2960 DiscStreamHub.exe
2340 ALCXMNTR.EXE
4004 hpsysdrv.exe
2456 RegistryBooster.exe
3096 realsched.exe
5712 GoogleDesktop.exe
1060 SearchProtocolHost.exe
4772 SearchFilterHost.exe
2012 AcroRd32Info.exe
5872 AcroRd32.exe
3124 drwtsn32.exe

*----> Module List <----*
(0000000000400000 - 0000000000454000: C:\Program Files\Adobe\Reader 9.0\Reader\AcroRd32.exe(NNN) NNN-NNNNf0000 -(NNN) NNN-NNNNf6000: C:\Program Files\McAfee\SiteAdvisor\saHook.dll
(0000000001520000 - 0000000002844000: C:\Program Files\Adobe\Reader 9.0\Reader\AcroRd32.dll
(0000000005000000 - 00000000050c3000: C:\Program Files\Adobe\Reader 9.0\Reader\ACE.dll
(0000000006000000 - 000000000659d000: C:\Program Files\Adobe\Reader 9.0\Reader\AGM.dll
(0000000007000000 - 000000000701c000: C:\Program Files\Adobe\Reader 9.0\Reader\BIB.dll
(0000000008000000 - 000000000825f000: C:\Program Files\Adobe\Reader 9.0\Reader\CoolType.dll
(0000000010000000 - 0000000010006000: C:\DOCUME~1\HP_ADM~1.HON\LOCALS~1\Temp\IadHide5.dll
(00000000129b0000 - 00000000129d3000: C:\Program Files\ScanSoft\OmniPageSE4.0\OpHookSE4.dll
(000000005ad70000 -NNN-NN-NNNNda8000: C:\WINDOWS\system32\UxTheme.dll
(000000005cb70000 -NNN-NN-NNNNb96000: C:\WINDOWS\system32\ShimEng.dll
(000000006f880000 -NNN-NN-NNNNa4a000: C:\WINDOWS\AppPatch\AcGenral.DLL
(0000000071590000 - 0000000071604000: C:\WINDOWS\AppPatch\AcLayers.DLL
(0000000073000000 - 0000000073026000: C:\WINDOWS\system32\WINSPOOL.DRV
(0000000074720000 - 000000007476c000: C:\WINDOWS\system32\MSCTF.dll
(0000000076390000 - 00000000763ad000: C:\WINDOWS\system32\IMM32.DLL
(00000000769c0000 -(NNN) NNN-NNNN74000: C:\WINDOWS\system32\USERENV.dll(NNN) NNN-NNNN40000 -(NNN) NNN-NNNN6d000: C:\WINDOWS\system32\WINMM.dll
(0000000077120000 - 00000000771ab000: C:\WINDOWS\system32\OLEAUT32.dll
(00000000773d0000 - 00000000774d3000: C:\WINDOWS\WinSxS\x86_Microsoft.Windows.Common-Controls_6595b64144ccf1df_6.0.2600.5512_x-ww_35d4ce83\comctl32.dll
(00000000774e0000 - 000000007761d000: C:\WINDOWS\system32\ole32.dll
(0000000077920000 -(NNN) NNN-NNNN13000: C:\WINDOWS\system32\SETUPAPI.dll(NNN) NNN-NNNN40000 -(NNN) NNN-NNNN62000: C:\WINDOWS\system32\Apphelp.dll(NNN) NNN-NNNNe0000 -(NNN) NNN-NNNNf5000: C:\WINDOWS\system32\MSACM32.dll(NNN) NNN-NNNN00000 -(NNN) NNN-NNNN08000: C:\WINDOWS\system32\VERSION.dll(NNN) NNN-NNNN10000 -(NNN) NNN-NNNN68000: C:\WINDOWS\system32\msvcrt.dll(NNN) NNN-NNNNd0000 -(NNN) NNN-NNNN6b000: C:\WINDOWS\system32\ADVAPI32.dll(NNN) NNN-NNNN70000 -(NNN) NNN-NNNN02000: C:\WINDOWS\system32\RPCRT4.dll(NNN) NNN-NNNN10000 -(NNN) NNN-NNNN59000: C:\WINDOWS\system32\GDI32.dll(NNN) NNN-NNNN60000 -(NNN) NNN-NNNNd6000: C:\WINDOWS\system32\SHLWAPI.dll(NNN) NNN-NNNNe0000 -(NNN) NNN-NNNNf1000: C:\WINDOWS\system32\Secur32.dll
(0000000078130000 - 00000000781cb000: C:\WINDOWS\WinSxS\x86_Microsoft.VC80.CRT_1fc8b3b9a1e18e3b_8.0.50727.1433_x-ww_5cf844d2\MSVCR80.dll
(000000007c420000 -NNN-NN-NNNN4a7000: C:\WINDOWS\WinSxS\x86_Microsoft.VC80.CRT_1fc8b3b9a1e18e3b_8.0.50727.1433_x-ww_5cf844d2\MSVCP80.dll
(000000007c800000 -NNN-NN-NNNN8f6000: C:\WINDOWS\system32\kernel32.dll
(000000007c900000 -NNN-NN-NNNN9af000: C:\WINDOWS\system32\ntdll.dll
(000000007c9c0000 -NNN-NN-NNNN1d7000: C:\WINDOWS\system32\SHELL32.dll
(000000007e410000 -NNN-NN-NNNN4a1000: C:\WINDOWS\system32\USER32.dll

*----> State Dump for Thread Id 0x16b4 <----*

eax=01697528 ebx=01cf3d94 ecx=00000000 edx=7c90e4f4 esi=01f86004 edi=0013f32c
eip=0169776a esp=0013f304 ebp=0013f308 iopl=0 nv up ei pl nz na pe nc
cs=001b ss=0023 ds=0023 es=0023 fs=003b gs=0000 efl=00000202

*** ERROR: Symbol file could not be found. Defaulted to export symbols for C:\Program Files\Adobe\Reader 9.0\Reader\AcroRd32.dll -
function: AcroRd32!DllUnregisterServer
01697754 cf iretd
01697755 01ff add edi,edi
01697757 7424 jz AcroRd32!DllUnregisterServer+0x2dc (0169777d)
01697759 0cff or al,0xff
(NNN) NNN-NNNN d0c3 rol bl,1
(NNN) NNN-NNNN 55 push ebp
(NNN) NNN-NNNN 8bec mov ebp,esp
01697760 53 push ebx
01697761 8b4510 mov eax,[ebp+0x10]
01697764 8d1d943dcf01 lea ebx,[AcroRd32+0x7d3d94 (01cf3d94)]
FAULT ->*** ERROR: Symbol file could not be found. Defaulted to export symbols for C:\WINDOWS\system32\USER32.dll - (NNN) NNN-NNNN 8903 mov [ebx]{USER32!GetPropA (7e430042)},eax ds:0023:01cf3d94=7e430042
(NNN) NNN-NNNN 8b4514 mov eax,[ebp+0x14]
(NNN) NNN-NNNN 8d1d983dcf01 lea ebx,[AcroRd32+0x7d3d98 (01cf3d98)]
01697775 8903 mov [ebx],eax
01697777 8b4518 mov eax,[ebp+0x18]
(NNN) NNN-NNNN 8d1d9c3dcf01 lea ebx,[AcroRd32+0x7d3d9c (01cf3d9c)]
01697780 8903 mov [ebx],eax
01697782 8b451c mov eax,[ebp+0x1c]
01697785 8d1da03dcf01 lea ebx,[AcroRd32+0x7d3da0 (01cf3da0)]
(NNN) NNN-NNNN 8903 mov [ebx],eax
(NNN) NNN-NNNN 8b4520 mov eax,[ebp+0x20]

*----> Stack Back Trace <----*
WARNING: Stack unwind information not available. Following frames may be wrong.
ChildEBP RetAddr Args to Child
0013f308 01525c1c(NNN) NNN-NNNN 41635072 01697528 AcroRd32!DllUnregisterServer+0x2c9
0013f374 01524810 4360f18a 00ef847c 0207b408 AcroRd32!AcroWinMain+0x2545
0013f4a8 00000038 00000000 7ffdfbf8 00000000 AcroRd32!AcroWinMain+0x1139

*----> Raw Stack Dump <----*
000000000013f304 00 00 00 00 74 f3 13 00 - 1c 5c 52 01 1c 00 00 00 ....t....\R.....
000000000013f314 72 50 63 41 28 75 69 01 - 6c 75 69 01 d9 75 69 01 rPcA(ui.lui..ui.
000000000013f324 ec 76 69 01 3d 76 69 01 - 7c 84 ef 00 7c 84 ef 00 .vi.=vi.|...|...
000000000013f334 88 58 52 01 56 f6 60 43 - 7c 84 ef 00 7c 84 ef 00 .XR.V.`C|...|...
000000000013f344 00 00 00 00 68 d4 4f 77 - 6c 4c 55 77 58 90 ef 00 ....h.OwlLUwX...
000000000013f354 7c 84 ef 00 7c 84 ef 00 - 00 00 00 00 74 f3 13 00 |...|.......t...
000000000013f364 d6 57 52 01 9c f4 13 00 - 34 62 c7 01 ff ff ff ff .WR.....4b......
000000000013f374 a8 f4 13 00 10 48 52 01 - 8a f1 60 43 7c 84 ef 00 .....HR...`C|...
000000000013f384 08 b4 07 02 00 00 00 00 - 18 27 26 00 3d 5c 91 7c .........'&.=\.|
000000000013f394 fe 6a 91 7c 60 b3 97 7c - 18 1f 26 00 00 00 00 00 .j.|`..|..&.....
000000000013f3a4 f8 fb fd 7f 38 f5 13 00 - 00 00 00 00 90 f5 13 00 ....8...........
000000000013f3b4 00 00 00 00 78 f6 13 00 - 00 00 00 00 38 f4 13 00 ....x.......8...
000000000013f3c4 00 00 00 00 00 00 00 00 - 00 00 00 00 18 00 0a 02 ................
000000000013f3d4 00 fc fd 7f 00 00 00 00 - 00 00 00 00 00 00 00 00 ................
000000000013f3e4 00 00 00 00 00 00 00 00 - 00 00 00 00 00 00 00 00 ................
000000000013f3f4 00 00 00 00 00 00 00 00 - 00 00 00 00 00 00 00 00 ................
000000000013f404 00 00 00 00 79 6b 91 7c - c0 1f 26 00 00 f0 fd 7f ....yk.|..&.....
000000000013f414 f4 f4 13 00 85 6b 91 7c - 5c f4 13 00 bc ea 90 7c .....k.|\......|
000000000013f424 e4 f4 13 00 21 ea 90 7c - ff ff ff ff e4 f4 13 00 ....!..|........
000000000013f434 f4 f4 13 00 70 f4 13 00 - c0 1f 26 00 00 00 00 00 ....p.....&.....

*----> State Dump for Thread Id 0x1108 <----*

eax=715acba7 ebx=00000000 ecx=7c9101bb edx=7c911066 esi=0000008c edi=00000000
eip=7c90e4f4 esp=0130ff30 ebp=0130ff94 iopl=0 nv up ei pl zr na po nc
cs=001b ss=0023 ds=0023 es=0023 fs=003b gs=0000 efl=00000246

*** ERROR: Symbol file could not be found. Defaulted to export symbols for C:\WINDOWS\system32\ntdll.dll -
function: ntdll!KiFastSystemCallRet
7c90e4da e829000000 call ntdll!RtlRaiseException (7c90e508)
7c90e4df 8b0424 mov eax,[esp]
7c90e4e2 8be5 mov esp,ebp
7c90e4e4 5d pop ebp
7c90e4e5 c3 ret
7c90e4e6 8da42400000000 lea esp,[esp]
7c90e4ed 8d4900 lea ecx,[ecx]
ntdll!KiFastSystemCall:
7c90e4f0 8bd4 mov edx,esp
7c90e4f2 0f34 sysenter
ntdll!KiFastSystemCallRet:
7c90e4f4 c3 ret
7c90e4f5 8da42400000000 lea esp,[esp]
7c90e4fc 8d642400 lea esp,[esp]
ntdll!KiIntSystemCall:
7c90e500 8d542408 lea edx,[esp+0x8]
7c90e504 cd2e int 2e
7c90e506 c3 ret
7c90e507 90 nop
ntdll!RtlRaiseException:
7c90e508 55 push ebp
7c90e509 8bec mov ebp,esp

*----> Stack Back Trace <----*
*** ERROR: Symbol file could not be found. Defaulted to export symbols for C:\WINDOWS\system32\kernel32.dll -
WARNING: Stack unwind information not available. Following frames may be wrong.
*** ERROR: Symbol file could not be found. Defaulted to export symbols for C:\WINDOWS\AppPatch\AcLayers.DLL -
ChildEBP RetAddr Args to Child
0130ff94 7c802542(NNN) NNN-NNNN ffffffff 00000000 ntdll!KiFastSystemCallRet
0130ffa8 715acbb7(NNN) NNN-NNNN ffffffff 7c80b713 kernel32!WaitForSingleObject+0x12
0130ffec 00000000 715acba7 00000000 00000000 AcLayers+0x1cbb7

*----> Raw Stack Dump <----*
000000000130ff30 3c df 90 7c db 25 80 7c - 8c 00 00 00 00 00 00 00 <..|.%.|........
000000000130ff40 00 00 00 00 9a 00 00 00 - 6c f9 13 00 00 00 00 00 ........l.......
000000000130ff50 14 00 00 00 01 00 00 00 - 00 00 00 00 00 00 00 00 ................
000000000130ff60 10 00 00 00 c4 f8 4f 80 - 60 5c 7b ee 00 50 fd 7f ......O.`\{..P..
000000000130ff70 00 d0 fd 7f 00 00 00 00 - 20 e0 d4 84 44 ff 30 01 ........ ...D.0.
000000000130ff80 00 00 00 00 dc ff 30 01 - c0 9a 83 7c 08 26 80 7c ......0....|.&.|
000000000130ff90 00 00 00 00 a8 ff 30 01 - 42 25 80 7c 8c 00 00 00 ......0.B%.|....
000000000130ffa0 ff ff ff ff 00 00 00 00 - ec ff 30 01 b7 cb 5a 71 ..........0...Zq
000000000130ffb0 8c 00 00 00 ff ff ff ff - 13 b7 80 7c 00 00 00 00 ...........|....
000000000130ffc0 9a 00 00 00 6c f9 13 00 - 00 00 00 00 00 d0 fd 7f ....l...........
000000000130ffd0 00 e6 1b 86 c0 ff 30 01 - c0 69 12 86 ff ff ff ff ......0..i......
000000000130ffe0 c0 9a 83 7c 20 b7 80 7c - 00 00 00 00 00 00 00 00 ...| ..|........
000000000130fff0 00 00 00 00 a7 cb 5a 71 - 00 00 00 00 00 00 00 00 ......Zq........
0000000001310000 00 10 10 00 00 00 00 00 - 20 00 00 00 01 00 00 a0 ........ .......
0000000001310010 1c 00 31 01 38 4a 31 01 - 80 00 00 00 01 00 00 a0 ..1.8J1.........
0000000001310020 2c 00 31 01 0c 00 31 01 - 00 02 00 00 01 00 00 a0 ,.1...1.........
0000000001310030 3c 00 31 01 1c 00 31 01 - ff ff ff ff 01 00 00 a0 <.1...1.........
0000000001310040 4c 01 41 01 2c 00 31 01 - 00 00 00 01 50 00 31 01 L.A.,.1.....P.1.
0000000001310050 b0 63 16 00 ff ff ff ff - 00 00 00 00 00 00 00 00 .c..............
0000000001310060 00 00 00 00 00 00 00 00 - 40 00 48 49 c8 41 00 a0 ........@.HI.A..

 

Customer: replied 5 years ago.

Brad this is Bill and my telephone number is(NNN) NNN-NNNN I don't know if you can call me or if you can give me a number to call you. If you call me I can call you back so it wont cost you anything.

Bill

Expert:  Brad replied 5 years ago.
Press control alt del on the keyboard so that you are holding them all at once and let go. You should get Task Manager up. Look at processes and tell me at the bottom how many are running? Then go to the performance tab and check the commit charge in the bottom right and tell me what it says. Also PF usage on the meter. I am concerned about how many programs you are running in the background. There are a lot!
Customer: replied 5 years ago.

Hi Brad

Processes: 72

Commit Charge: 913M / 2313M

PF usage: 913 MB

Expert:  Brad replied 5 years ago.
<p>Click on start then run in the run box type SFC /scannow   get your windows cd ready it will probably ask for it. This checks all the windows files to make sure they are orig. There is another one that I want you to run and that is sigverif. Run it from the same location and follow the screens. LET ME KNOW</p>
Brad, Computer Technician
Category: Computer
Satisfied Customers: 1430
Experience: 20 + years, cert. Win NT, xp, vista Windows 7, Net sec
Brad and 14 other Computer Specialists are ready to help you
Customer: replied 5 years ago.

Brad

I am starting to go into areas i amd not sure of. I can' find my disc and i am afraid I'm going to mess something up. Every thin should be original. I'm going to go ahead and push the accept button the problem is not fixed but I can live with it. If you want to continue that is fine but you have spent a lot of time tring to help me and i really appreciate it. Thanks Bill

Expert:  Brad replied 5 years ago.
There are two things that you can try. One is to unload some of the programs that are running. You should have around 40 of them not 72. Some of them can be temporarily stopped with the task manager. If you look at them by pressing CTRL DEL ALT then go to processes. THings like homerunner that are for your GPS dont need to run all the time and you can highlight it and click on end process. Dont worry though it will come back when you restart your machine. You should look all the ones up that are listed there on google and then decide if you want to shut them down and try acro again. The problem is either acro hitting memory jams due to other programs or reinstall windows and I doubt that is a good idea at this point. You have a lot of information on your machine and it might not be a good idea. THe two things that I listed for you to try are only going to check the system files that are on your machine and see if they are signed drivers and current versions. THis could be part of the issue.
Customer: replied 5 years ago.

Brad thanks again for all your help I will try your suggestions and I will try to close some of the programs I have running. I didn't realize I had that many. Can you tell me one other thing. How can you tell what needs to be running and what doesn't because I'll be honest I do not know how to tell. I've been thinking about installing another Gig of memory maybe that will help.

Thanks again Brad.

Expert:  Brad replied 5 years ago.

Things that don't have to run:

184 ehRecvr.exe
256 ehSched.exe
332 GoogleUpdaterService.exe
456 jqs.exe
516 LSSrvc.exe

1392 MDM.EXE

2228 SearchIndexer.exe

472 Updates from HP.exe

2456 RegistryBooster.exe
3096 realsched.exe
5712 GoogleDesktop.exe
1060 SearchProtocolHost.exe
4772 SearchFilterHost.exe

3408 Weather.exe
3580 HOMERunner.exe

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