Adobe Acrobat freezing constantly

Forum|Forum|1 year ago
October 28, 2024
6 replies
2857 views

Hello,

I’m an IT technician working within a company. We all have Acrobat Reader installed, and we operate in Windows environments.

For the past two months, many users (between 100 and 250 out of a total of 1,000) have been experiencing frequent freezes with Adobe Reader. The software becomes unresponsive ("Not responding") even without any specific interaction—simply launching the program triggers the issue.

None of our security tools seem to be blocking access to Adobe Reader, and the application is fully approved by our IT department.

I’ve reviewed several forums on the topic, and it seems this issue may not be unique to our setup. Do you have any suggestions for a solution? Has Adobe communicated any details if this is a widespread problem?

Below are the Windows and Adobe Reader versions most of our users have:

Adobe Reader: Version 24.004.202xx (LU) or 24.003.20180
Windows: Windows 11 Pro; Version 10.0.26100 Build 26100

Best regards

This topic has been closed for replies.

G

gabem52761518

Participant

Created an account to chime in - we are also experiencing this at scale. Many, many users have been reporting issues over the past few weeks with Adobe Version 24.004.202xx (LU) or 24.003.20180 on Windows 11.

Has Adobe acknowledged it? We pay them so much money - this is truly unacceptable.

Meenakshi Negi

Community Manager

Hi All,

Thank you for reaching out, and sorry about the trouble caused.

As the application is freezing constantly, please try first the troubleshooting steps suggested here: https://helpx.adobe.com/acrobat/kb/acrobat-dc-crashes-on-windows-os.html. Or try reinstalling the application using the following steps:
- Remove the application and run the cleaner tool (https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html).
- Reboot the machine
- Install Adobe Acrobat Reader from the following page: https://get.adobe.com/reader/enterprise/.

If the above steps do not help, please share the logs using the steps suggested here: https://helpx.adobe.com/acrobat/kb/acrobat-diagnostics.html. We will get the logs checked.

Let us know how it goes.

Thanks,

Meenakshi

T

TS2004

Participating Frequently

Hello,
I've tried it on 3 devices now. Without success.
I now have the logs too.
Who should I send the logs to?

Meenakshi Negi

Community Manager

Hi TS2004,

Thank you for the information.

You may upload the logfile to cloud storage and share a link to the file here.

Thanks,

Meenakshi

A

Andy32680803nt64

Participant

Same here.
Been experiencing for about a month.

Acrobat will open okay for 2 seconds, then show Not Responding for 20-30 seconds, then be okay again.
It will affect seemingly random users.

I've been remedying by installing an earlier build of Reader. and praying that the next patch fixes this.

T

TS2004

Participating Frequently

Hello,
we have had the same problem for about 4-8 weeks. I just found out that the problem is solved if you deactivate "Enable Protected Mode at startup".

But this is not a company-wide solution, does anyone have a suggested solution?