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FBI-SAS
Participant
August 25, 2021
Question

opening signed files causes the application to hang

  • August 25, 2021
  • 1 reply
  • 211 views

It hangs only with digitally signed pdf, sometimes nothing opens but the app is freezed (you have to kill it from task manager) ,some others signed files seem to open but hangs ("not responding"). All windows 10 clients( 12) and RDS 2019 (each with 2021.005.20060 ver) have the same problem. Tested new 64x ver (also 2021.005.20060) , same result.

Nothing is logged in Event Viewer (Application, Installation or System).

Other test : Uninstalling / Installing ver 2019.008.20071 with AdobeUpdate service disabled, but same result (hang or freeze).

Disabling protected mode at startup does permit to open some of signed pdf, but in a very slow way.

All these problems started at the end of July.

Chrome and Edge are able to open these signed pdf files without problems.

This topic has been closed for replies.

1 reply

Amal.
Community Manager
Amal.Community Manager
Community Manager
August 25, 2021

Hi there

 

We are sorry to hear that. As described the application is freezing and not opening when you try to open the digitally signed PDF files.

 

As mentioned you have tried installing the latest version / removing the application and reinstalling with no success. Though disabling the protected mode works but is very slow.

 

Please try to turn off the protected mode as below and see if that helps: Go to Edit > Preferences > Enhanced Security > Uncheck 'Enable protected mode at startup' Turn off the protected mode and uncheck enhanced security > Click OK and reboot the computer.
Note: Please turn on the security after testing to avoid any security risks.

 

Also try to add the files and folder to Adobe Acrobat Reader list.  Go to Edit > Preferences > Enhanced Security > Add File and Folder path to Adobe Acrobat and click OK and reboot the application.

 

You may also try to reset the Acrobat preferences as described in the help page https://community.adobe.com/t5/acrobat/how-to-reset-acrobat-preference-settings-to-default/td-p/4792082

 

If the file is stored on a shared network/drive, please download the file to the computer locally and check if that helps.

 

You may also try to create new test user profile with full admin rights in Windows and try using the application there.

 

Also please checkout the help page https://helpx.adobe.com/x-productkb/global/troubleshoot-system-errors-freezes-windows.html 

 

Regards

Amal

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