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akhiljalda
akhiljalda
Participant
March 28, 2019
Question

my adobe reader not functioning smoothly

  • March 28, 2019
  • 3 replies
  • 1506 views

Hi,

My Adobe Reader is not working smoothly.Every time the document page is being stuck while scrolling.

please help me out in overcoming this. Thanks in advance

This topic has been closed for replies.

3 replies

AnandSri
Community Manager
AnandSriCommunity Manager
Community Manager
April 11, 2019

Hi!

The new version of Acrobat and Reader DC is available, please install the latest patch from help menu>select check for updates, reboot the machine and check the functionality.

You may also download and install the latest patch from DC Release Notes — Release Notes for Acrobat DC Products

Thanks,

Anand Sri.

    Peter Hers
    Peter Hers
    Participant
    April 12, 2019

    Thanks, but problem still exactly the same!
    My version now reflects 19.010.20099, but when I open the reader it still goes off on its own for some time before it becomes responsive.

    Jim - Country Transport
    Jim - Country Transport
    Participant
    April 12, 2019

    I have been looking for a solution for quite some time as well.  General responses from staff include the one above to capture logs and submit.

    Here are a couple things that I have read that may help, although none have helped me.

    1. Go to [EDIT] [PREFERENCES] [SECURITY (ENHANCED)] and deactivate [ENHANCED SECURITY] - close and open the program.
    2. Go to the same location as 1. and add a folder path by clicking [ADD FOLDER PATH] - close and open the program.
    3. Go to  [EDIT] [PREFERENCES] [DOCUMENTS] and limit the [DOCUMENTS IN RECENTLY USED LIST] to a smaller number.  Close and open the program.
    4. Close the program and delete the DC files from <%userprofile%>\Applicaton Data\Adobe\Acrobat\DC.  When the program opens it will recreate the directory.  **CAUTION** some users needed to reinstall after this step.
    5. Delete the 3dConnection plug in - I  cannot find those instructions anymore but you should be able to search this.  This did not apply to me.

    I hope these help for some of you, none of these worked for me.

    AnandSri
    Community Manager
    AnandSriCommunity Manager
    Community Manager
    April 4, 2019

    Hi All,

    I am sorry for the delayed response and for the trouble you had. For further investigation, would you mind collecting the log files of the machine on which you are experiencing this issue?

    Following are the steps to get AcroMon logs:

    'AcroMonitor' utility: Download Acrobat and Reader Process Monitor Tool - Adobe Labs

    1. Download the utility from the above link & Double click AcroMon.exe.
    2. Check Advanced Logging. The default setting just collects mini dumps.
    3. Choose the target application (Acrobat or Reader).
    4. Choose Start. The application is launched automatically.
    5. If a User Account Control prompt appears, choose Yes to give the Process Monitor permission to run.
    6. Perform the workflow where you are see the problem (the crash or freeze).
    7. Choose Stop Monitor.
    8. If a User Account Control prompt appears, choose Yes to give the Process Monitor permission to run.
    9. Choose Exit.
    10. Wait for AcroMonitor icon to disappear from the task bar (if it does not close, choose Exit).
    11. Go to %temp%/AcroMon/ to view the logs (C:\Users\<user>\AppData\Local\Temp\AcroMon)

    Please share the log files in private message How Do I Send  Private Message | Adobe Community
    Thanks,
    Anand Sri.
    AnandSri
    Community Manager
    AnandSriCommunity Manager
    Community Manager
    March 28, 2019

    Hello Akhiljalda,

    I am sorry for the trouble you had with Adobe Reader, what is the version of Adobe Reader installed? To identify, refer to the steps shared in the help article Identify the product and its version for Acrobat and Reader DC

    Are you on a Mac or Windows machine and what is the version?

    Are you experiencing this issue with all the PDF files or is it specific to one PDF?

    Make sure you have the latest version of Adobe Reader DC 19.010.20098 installed, check for any pending updates from help menu>select check for updates. Reboot the machine after updating Adobe Reader.

    Is any external monitor (4k) connected or any 3D devices?

    We're here to help, just need more info.

    Thanks,

    Anand Sri.

    akhiljalda
    akhiljaldaAuthor
    Participant
    March 29, 2019

    Hi Anand Sri,

    Below are the answers

    1.Am using Windows 7

    2.Am facing this issue for almost all files.

    3. my current version is up to date i.e., Adobe Reader DC 19.010.20098

    installed ,which you have mentioned .

    4. no connected devices such as 4k or monitor.

    Please provide me the resolution ASAP.

    Thanks in Advance!

    Regards,

    J.Akhil Kumar

    [Personal info removed by Mod: Phone number, email id, address]

    Peter Hers
    Peter Hers
    Participant
    March 29, 2019

    I suspect this is the same problem which has bugging many people for some months now - with no attention from Adobe.
    It seems that when you open Acrobat Reader DC for the first time it first opens the document and displays it, but then it goes off to do something on its own - perhaps downloading updates or fixes or suchlike - and for a time ranging from 20 - 90 seconds the application is unresponsive. After that it works just fine - as long as you don't close it and then re-open it!  
    Does this sound like your problem?

    I have no idea how to get any kind of response from Adobe.

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