Adobe Reader repeated freeze - Event 1001 and 1002

Question

Hello, a user in my company has a problem with Adobe Reader (version 2024.003.20112): it freezes several times in a day and he has to close it with task manager. We gave the user a new PC (Windows 11) and the issue still continues so we suspect a problem related to some specific file the user opens but he says it happens randomly.

I tried to investigate logs but didn't find anything useful to solve the problem or identify the root cause. Can someone help me?

Event:

- EventData

AppName AcroRd32.exe
AppVersion 24.3.20112.0
ProcessId 0x2db8
StartTime 0x1db156d62fd1b9e
TerminationTime 4294967295
ExeFileName C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AcroRd32.exe
ReportId 2a732eee-a1ea-4c01-9478-ce14455e5227
PackageFullName
PackageRelativeAppId
HangType Top level window is idle

Thanks

AnandSri · Answer

Hello,

I hope you're doing well. We apologize for the delayed response and trouble.

Please ensure that you have the latest version of Acrobat Reader installed on your machine: 24.005.20320 Planned Update, Dec 10, 2024. To check for updates, go to Menu > Help > Check for Updates, install any pending updates, restart the app and your machine, and then test again. For more information, refer to the Acrobat Release Notes.

If the issue persists, consider performing a clean installation. Use the Cleaner Tool to remove the currently installed version of Acrobat Reader. Afterward, restart your machine and reinstall Acrobat Reader using this guide: Get Started with Acrobat Reader. Ensure that the user has Admin rights under the userprofile and to the Adobe folders.

Let us know how it goes.

Thanks,
Anand Sri.

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