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Participant
July 6, 2023
Question

Acrobat freezing when starting

  • July 6, 2023
  • 1 reply
  • 300 views

Please help me.  Every time I start Acrobat it freezes.  Here's a screenshot and my computer environment.

 

 

Account Detail:
User Rights: Admin
User Account Control: Limited
Process Integrity: Medium
Profile Type: None
Acrobat Detail:
Sandboxing: Off
Protected View: Off
Captive Reader: No
Multi-Reader on Desktop Support: Off
Applications Installed:
Office Version: Office 2016 32-bit
Outlook Version: Outlook 2016 32-bit
Available Physical Memory: 21523480 KB
Available Virtual Memory: 3858332 KB
BIOS Version: DELL - 2
Default Browser: C:\Program Files\Internet Explorer\iexplore.exe
Version: 11.00.22621.1 (WinBuild.160101.0800)
Creation Date: 2022/05/07
Creation Time: 3:38:20 AM
Default Mail: Microsoft Outlook
mapi32.dll
Version: 1.0.2536.0 (WinBuild.160101.0800)
Creation Date: 2023/06/13
Creation Time: 16:23:48 PM
Display Detail:
Screen Width: 1920
Screen Height: 1200
Number of Monitors: 1
Number of Mouse Buttons: 8
Has Mouse Wheel: Yes
Has Pen Windows: No
Double Byte Character Set: No
Has Input Method Editor: Yes
Inside Screen Reader: No
Graphics Card: Intel(R) Iris(R) Xe Graphics
Version: 31.0.101.4032
Check: Not Supported
Installed Acrobat: C:\Program Files (x86)\Adobe\Acrobat DC\Acrobat\Acrobat.exe
Version: 23.3.20215.0
Creation Date: 2023/06/14
Creation Time: 16:40:42 PM
Installed Acrobat: C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AcroRd32.exe
Version: 23.3.20215.0
Creation Date: 2023/06/14
Creation Time: 16:40:22 PM
Locale: English (United States)
Monitor:
Name: Intel(R) Iris(R) Xe Graphics
Resolution: 1920 x 1200 x 60
Bits per pixel: 32
OS Manufacturer: Microsoft Corporation
OS Name: Microsoft Windows 10
OS Version: 10.0.22621
Page File Space: 66703700 KB
Processor: Intel64 Family 6 Model 154 Stepping 3 GenuineIntel ~2496 Mhz
Session Detail:
Boot Type: Normal
Is Shutting Down: No
Network: Available
Inside Citrix: No
Inside VMWare: No
Remote Session: No
Remote Control: No
Using JAWS: No
Using ZoomText: No
Using Windows-Eyes: No
Using NVDA: No
System Name: PIPERDRIVER
Temporary Directory: C:\Users\<myusername>\AppData\Local\Temp\
Time Zone: Eastern Standard Time
Total Physical Memory: 33149268 KB
Total Virtual Memory: 4194176 KB
User Name: Bernie
Windows Detail:
Tablet PC: Yes
Starter Edition: No
Media Center Edition: No
Slow Machine: No
Windows Directory: C:\WINDOWS
Installed plug-ins:
C:\Program Files (x86)\Adobe\Acrobat DC\Acrobat\plug_ins\Accessibility.api
Version: 23.3.20201.0
Creation Date: 2023/06/14
Creation Time: 16:40:46 PM
C:\Program Files (x86)\Adobe\Acrobat DC\Acrobat\plug_ins\Annots.api
Version: 23.3.20215.0
Creation Date: 2023/06/14
Creation Time: 16:40:46 PM

This topic has been closed for replies.

1 reply

Amal.
Community Manager
Community Manager
July 6, 2023

Hi @Bernie309065544fie 

 

Hope you are doing well and thanks for reaching out.

 

Please try the steps suggested in the help page https://helpx.adobe.com/acrobat/kb/troubleshoot-errors-freezes-reader-windows.html and see if that works.

Note: Steps are the same for Acrobat Pro.

 

If it still doesn't work, Would you mind collecting the Adobe CC logs https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html , Procmon logs (Win Only) https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html  and Adobe freeze logs https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html and share them via any cloud storage. Just upload the log file to the cloud, generate the link, and share that link with us for further investigation.

Regards
Amal