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gh47562686
Participant
November 5, 2019
Question

'Not Responding' After upgrade. Adobe Acrobat Reader DC - 19.012.20040 upgrading to 19.021.20047

  • November 5, 2019
  • 4 replies
  • 1267 views

Adobe Acrobat Reader DC - 19.012.20040 upgrading to Adobe Acrobat Reader DC - 19.021.20047

 

All users were working ok while on 19.012.20040, but since we upgradged to 19.021.20047 User on Windows 7 Devices user can't open Adobe Reader the application hangs with a meesage 'Not Responding'. The user can use Adobe Reader after we have rolled back the application to 19.012.20040.

 

Has anyone had this issue and fixed it, if so help would be much appreciated.

 

Thanks

This topic has been closed for replies.

4 replies

G
gh47562686Author
Participant
November 28, 2019

It looks like one of the add in tools within Adobe reader is causing it. To fix the issue quickly create a directory in the following location - - C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AcroApp\ENU and move the .app files into it. I'm now in the process of finding out which .app file is causing the problem.

    ls_rbls
    Community Expert
    ls_rblsCommunity Expert
    Community Expert
    November 28, 2019

    Hi, 

     

    That is a great work around.

     

    How did you narrowed it down to determine creating a directory?

     

    And when you say to move the apps is that directory, do you mean all the add-ins? 

     

    G
    gh47562686Author
    Participant
    November 28, 2019

    HI..

    By creating a directory in C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AcroApp\ENU  and moving the .app files to the new directory in effect stops the apps from loading when you start Adobe Reader. 

     

    By moving the .app files back into C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AcroApp\ENU one at a time and restarting the Adobe Reader, hopefully (as i haven't done this bit yet) you will find out which .app is causing the problem.

     

     

    J
    jimmyd11919528
    Participant
    November 5, 2019

    I am having this same issue on 2 pc's after this last upgrade.  It hangs and goes unresponsive for a bit then resumes.  Does it on any form I pull up.

    ls_rbls
    Community Expert
    ls_rblsCommunity Expert
    Community Expert
    November 5, 2019

    Are you on a network?

    Are those two computer running the same OS and same versions of Acrobat?

     

    Have you tried  disabling or uninstalling the creative cloud desktop app?

     

    Does the crash also occurs if your computers are not connected to tje Internet?

    ls_rbls
    Community Expert
    ls_rblsCommunity Expert
    Community Expert
    November 5, 2019

    Hi, 

     

    For troubleshooting purposes I will not recommend Manually update Adobe Acrobat installation. But you can try it out. If this installation of the update also hangs or crashes your Windows 7 system then you may want to  download the latest updated full offline installer version from here:

    https://helpx.adobe.com/acrobat/kb/acrobat-dc-downloads.html 

     

    Only try installing this version after you remove completely the old one. 

     

    Tip: If you have Creative Cloud desktop app disable or remove before this installation. It is a resource intensive app that will hang that old and supported version of Windows in that computer. Also, do not use the document cloud  instalation method.

    G
    gh47562686Author
    Participant
    November 5, 2019

    Adobe Acrobat Reader DC - 19.012.20040 upgrading to Adobe Acrobat Reader DC - 19.021.20047

     

    All users were working ok while on 19.012.20040, but since we upgradged to 19.021.20047 User on Windows 7 Devices user can't open Adobe Reader the application hangs with a meesage 'Not Responding'. The user can use Adobe Reader after we have rolled back the application to 19.012.20040.

     

    Has anyone had this issue and fixed it, if so help would be much appreciated.

     

    Thanks

    Amal.
    Community Manager
    Amal.Community Manager
    Community Manager
    November 5, 2019

    Hi there,

     

    we are sorry for the trouble. As described above, the application is freezing after you updated to version 19.21.20047.

     

    A new version for Adobe Acrobat/reader got released on 24th Oct 2019 version 19.21.20049. Please update the application to the latest version. Go to Help > Check for Updates. 

     

    You can manually download the patch from the link: https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/index.html

     

    Let us know how it goes

     

    Regards

    Amal

    G
    gh47562686Author
    Participant
    November 7, 2019

    Hi..

     

    Just to let ypou know that we are having the same issues with 19.21.20049 upgrade.

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