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Kathryn5EF9
Participant
February 15, 2021
Question

Adobe Reader DC keeps freezing

  • February 15, 2021
  • 1 reply
  • 412 views

I recently opened a pdf file that came from an iPhone with a signature on it that appears to have been handwritten using a stylus. Since then, Acrobat Reader DC freezes every time I open the application. I have uninstalled, reinstalled, updated, and rebooted several times, to no avail. I am running Windows 8.1 on a PC. Any help will be appreciated. Thank you.

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1 reply

P
Adobe Employee
Priyanja
Adobe Employee
February 16, 2021

Hi, 

 

Thanks for reporting the issue. Can you please share more information so that we can debug it further: 

  • Sample file (if possible) after which you are facing this issue. 
  • Process dumps when program is in hang state . You can refer  https://helpx.adobe.com/in/acrobat/kb/collect-logs-crash-freeze.html for steps to collect the dumps. 
  • Process monitor logs of the workflow. 
    Steps for collecting process monitor logs are as follows:
    1. Download the tool from the below link: https://docs.microsoft.com/en-us/sysinternals/downloads/procmon
    2. Extract the contents of the downloaded file.
    3. Double Click on procmon.exe file.
    4. If you see a Process Monitor Filter window, please click on OK.
    5. Then Open Acrobat/Reader and run the problem workflow.
    6. Go back to the Process Monitor tool and click File>Uncheck Capture Events.
    7. Then File>Save >All Events.
    8. The logs will be saved in the same folder as the tool with name logfile.pml.
    9. Please share the file with us for further analysis.


Regards, 
Priyanka Jain

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