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XXX233681405zza
Inspiring
Jan 20, 2023 3:23 PM UTC
Answered

Adobe Freezing - Multiple Users

We have seen an uptick of users within our organization with issues opening Adobe Acrobat Pro DC. Symptoms include Acrobat crashing upon opening and Acrobat freezing upon open.
 
This appears to be impacting only full-licensed users and does not discriminate between them using the 32-bit or 64-bit version. And it also does not discriminate between Windows version/OS Build. I have two users: one on Windows version 22H2 OS build 19045.2486 and another on version 21H2 OS build 19044.2364. On top of this craziness, it appears to be intermittent because I am also a full licensed user on the same 22H2 version/build but my Acrobat works fine.

For Acrobat, I confirm that we are all using version 2022.003.20310.
 
We have tried a few fix including quick repair from Control Panel, terminating Task Manager task for all Adobe processes, and general maintenance/rebooting/etc. None which fixes the issue. The only way to resolve the issue is to uninstall Acrobat, install Creative Cloud if not already available, then run the installation through Creative Cloud.
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    XXX233681405zzaCorrect answer
    Inspiring
    Jan 24, 2023 10:09 PM UTC

    The issue was resolved. Just in case anyone is experiencing the same issue.

    Long story short, there were a few changes made to our accounts during renewal. The quota for our Acrobat Pro DC was set to 5, versus the 250 full licenses that we currently have. I notice that only 5 user accounts had Acrobat as a tied license product. Readjusted the quota back to 250 had fixed the issue.

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    22 replies

    XXX233681405zzaAuthorCorrect answer
    Inspiring
    Jan 24, 2023 10:09 PM UTC

    The issue was resolved. Just in case anyone is experiencing the same issue.

    Long story short, there were a few changes made to our accounts during renewal. The quota for our Acrobat Pro DC was set to 5, versus the 250 full licenses that we currently have. I notice that only 5 user accounts had Acrobat as a tied license product. Readjusted the quota back to 250 had fixed the issue.

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    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    Jan 24, 2023 10:11 PM UTC

    @XXX233681405zza 

     

    thanks for the update.

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    XXX233681405zzaAuthor
    Inspiring
    Jan 20, 2023 3:52 PM UTC

    Also to note,

    For impacted users, the Acrobat process in Task Manger > Details remain open even after closing all Acrobat apps. It is hung up somewhere, but killing the task does not resolve it.

     



     

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    Kevin Stohlmeyer
    Community Expert
    Kevin StohlmeyerCommunity Expert
    Community Expert
    Jan 20, 2023 4:18 PM UTC

    Why are there two Acrobat.exe showing in your Task Manager?

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    XXX233681405zzaAuthor
    Inspiring
    Jan 20, 2023 4:27 PM UTC

    Good question, but I don't know.

    Under Processes, it shows one instance of Acrobat running, but Details have two objects.

    This is normal on both a working machine and an impacted machine.

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    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    Jan 20, 2023 3:28 PM UTC

    in the future, to find the best place to post your message, use the list here, https://community.adobe.com/

     

    p.s. i don't think the adobe website, and forums in particular, are easy to navigate, so don't spend a lot of time searching that forum list. do your best and we'll move the post if it helps you get responses.

     

    <moved from using the community>

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