Participant

Question

Adobe Reader DC freezes when highlighting

Forum|Forum|8 years ago
October 2, 2017
6 replies
10064 views

Hello,

I had hoped to use Reader DC for reading course materials in school, but a critical issue is that every now and then (perhaps every 10th or 15th time I try to highlight) it freezes and crashes, usually losing everything since my last manual save but occasionally recovering some or all. Highlighter having issues seems to be a longstanding issue but I'm wondering if there's a fix. It happens across documents, but not in documents where Reader can recognize the text--in other words, it only happens when I'm drawing highlights freehand. Let me know if there's a fix or another product that would function properly.

This topic has been closed for replies.

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psb13604522

Participant

Having the same problem. Using the free-hand highlighter fails. It also fails after OCR has been performed on the page. It causes the application to freeze. It is clearly not a Windows issue but an application issue. All Acrobat updates have been applied. The links and advice provided prior to 12/20/2017 above were not helpful. The problem occurs with multiple PDF files. This is getting in the way of getting work done. Please advise further.

AnandSri

Community Manager

Hello Authorizedu,

I have sent you a private message with certain details, please check your email inbox.

Regards,

Anand Sri.

tcmathews75

Participant

*'Im having the same issues. Installed version 18.011.20055. This has been an ongoing issue for 3 years now and hasnt been fixed. Why cant this get resolved?

AnandSri

Community Manager

Hello Tcmathews,

We're sorry for the trouble you had, the issue is not reproducible at our end on all the available environment. To investigate, please share the following details so that we can assist you in a better manner:

Is it a Mac or Windows machine and what is the version of OS installed?
Is any security software installed and what is the version?
Is it a personal computer or an office machine?
Is it happening with a scanned PDF or with all the PDF files?
Is it possible to share the PDF file with us? To share the file, please use Adobe Send feature, login to https://cloud.acrobat.com/send using your Adobe ID(email) and password, upload the file, share the link to files via private message only, How Do I Send Private Message

Thanks,

Anand Sri.

R

rohitkumar

Participant

Hi, Even me and my colleagues are facing same issue in my office. I have tried to launch a pdf file which is freezes my laptop and then I have to force fully stop the service from task manager to work on my laptop.
After uninstalling new version 18.009.20044 and installing older one 17.009.20044 every thing is fine and also able to lauch all pdf file withought any issue.

authorizedu27914729

Participant

It sounds like you were having trouble launching adobe to view a PDF at all, correct? That is a different issue from the one I am seeing where the adobe application freezes and crashes while using the highlight tool.

R

rohitkumar

Participant

When we have launched a pdf file it launch blank or some time not launching at all. If tried 2 times or more it hanged/freeze and unable to do anything in my computer.
Resolution: stopped the adobe reader dc service from task manager, uninstalled the new version and installed older version. All good after that.
Same issue is happening to many people in my organization and its only happening who has version 18.009.20044.
Currently I am not facing any issue as I have downgrade the version.

AnandSri

Community Manager

If the issue is with one PDF, kindly share the PDF with us so that we can review. To share the PDF, you can refer to How to share a document https://forums.adobe.com/docs/DOC-7161

Or can share the document via private message, refer to How Do I Send Private Message https://forums.adobe.com/thread/1184148

If possible, uninstall the Acrobat/Reader, restart the computer and install the latest Acrobat/Reader from Download Acrobat DC Continuous Reader Adobe - Adobe Acrobat Reader DC Distribution

Let us know how it goes.

authorizedu27914729

Participant

The issue is with any scanned document that OCR cannot recognize text on, requiring the use of the freehand highlighting tool. Acrobat reader has already been uninstalled, PC restarted, freshly re-installed directly from the Adobe website, PC restarted, checked for updates with nothing being found and a scanned document being tested using the highlighting tool, creating a new and different scanned document each time we test and the issue persists.

AnandSri

Community Manager

Hello Authorizedu,

We apologize for the inconvenience caused, as you mentioned that you have tried all the steps, will suggest to create/enable the root account with full administrator rights and check with Adobe Reader.

Let us know how it goes.

Regards,

Anand Sri.

authorizedu27914729

Participant

If you are referring to the built-in administrator account, I just enabled it and switched to that profile and was able to recreate the issue

AnandSri

Community Manager

Hi Phoekstra,

As per the description above, the Reader DC is freezing while highlighting any text, Is that correct?

Please follow the troubleshooting steps from the following thread:

Acrobat Reader freeze on highlighting text Link: https://forums.adobe.com/thread/2188988

Why does Acrobat Pro DC freeze when highlighting? Link: https://forums.adobe.com/thread/1987834

if this does not help, please follow the steps from the following KB doc: Troubleshoot Windows system errors, freezes | Adobe software Link: https://helpx.adobe.com/acrobat/kb/troubleshoot-errors-freezes-reader-windows.html

For Mac: Troubleshoot Mac OS 10.x system errors, freezes | Adobe software Link: https://helpx.adobe.com/x-productkb/global/troubleshoot-system-errors-freezes-mac.html

Hope this helps, and keep us posted with the results.

Regards,

Anand Sri.

A

authorizedu83997193

Participant

Just wanted to chime in that I and several other users in my office are having the same problems with highlighting using the freehand highlighting tool. Workflow has ground to a halt because we have a large document we need to mark up and we have to do two lines and save, 2 more lines and save, otherwise it will crash and lose everything. Really need a resolution to this. It happens in Adobe Reader DC (most recent update) as well as Adobe Acrobat DC Standard (most recent update). I have followed all troubleshooting steps I've found in this thread and others and have had no success in resolving this problem, not even temporarily. Do you have any additional possible steps to take?

AnandSri

Community Manager

Hello Authorizedu,

Sorry for the delay in response to your query and apologize for the inconvenience caused. Please check for the latest updates from Help>Check for updates.

You can also install the updates manually through Release Notes | Adobe Acrobat, Reader Link: https://helpx.adobe.com/in/acrobat/release-note/release-notes-acrobat-reader.html

Restart the computer once the updates are installed.

Hope this helps, and let us know how it goes.

Regards,

Anand Sri.

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