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carlo gugliel22689803bwkp
Participant
January 17, 2022
Answered

Adobe Acrobat Reader freezes

Suddenly when I open Adobe Acrobat Reader or any pdf document (except on the browser where I have Acrobat extension) it freezes with the spinning wheel. I have tried to reinstall Adobe and it remains the same issue. I have Mac OS Monterey and Adobe either with last update.

    carlo gugliel22689803bwkpCorrect answer
    Participant
    January 19, 2022

    Hi Carlo,

     

    Could you please get the sample from your machine using the following command?

     

    $ sample -wait Acrobat -file <any suitable folder on machine> 300 1

     

    Thanks,

    Vinod


    Now suddenly it’s working again! Very weird


    --
    Carlo
    View reply

    6 replies

    AndMcT
    Known Participant
    November 11, 2022

    This shouldn't be marked as solved.  It is now Novemnber 2022 and I am having the same issue described here in January.

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    Amal.
    Amal.
    Legend
    January 17, 2022

    Hi Carol,

     

    Hope you are doing well and sorry for the trouble. As described the Acrobat Reader is freezing on opening.

     

    Would you mind sharing the version of the Acrobat Reader DC you are using? To check the version go to Help > About Acrobat and make sure you have the recent version 21.11.20039 installed. Go to Help > Check for updates and reboot the computer once.

     

    Also try to reset the Acrobat preferences as described here https://community.adobe.com/t5/acrobat-discussions/how-to-reset-acrobat-preference-settings-to-default/td-p/4792082

     

    You may also try to create a new test user profile with full admin rights or enable the root account in MAC and try using the application there.

     

    Regards

    Amal

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    carlo gugliel22689803bwkpAuthor
    Participant
    January 17, 2022
    Thank you for your answer.
    I have the last version of Acrobat.
    I tried your advice but it is the same.

    --
    Carlo
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    Amal.
    Amal.
    Legend
    January 18, 2022

    Hi Carlo

     

    We are sorry to hear that the issue is still unresolved.

     

    Please collect the Adobe CC logs https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html and share them with us via Document Cloud as described here https://helpx.adobe.com/document-cloud/help/sharing-pdfs.html so that we can isolate the issue for the fix.

     

    Regards

    Amal

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