Acrobat Processes hanging in Task Manager

@ angular_calmness50f8 thanks for sharing the logs ID, we have passed it to our development team for futher analysis. We will keep you posted on the updates. 
Thanks for your cooperation and understanding
~Amal

Hello! We have also continued to run into this issue, unfortunately even after we ran the update to .21745, and .21771. We observed the issue this morning, but afterwards did see there was an upgrade available. Due to the nature and the pattern we’re observing, we expect to see a return in the coming days, pending the latest release potentially resolving this issue for good.

We did submit a diagnostic report, essentially what happens is the same as above. We kill running acrobat and acroCEF (if present, this morning we only had an acrobat process floating on its own with no CEF running in the background), and files will continue to open.

In our case, our impacted folks open hundreds of documents with Adobe every day, and they run into this once every few days.

Diagnostics report run: 

b6176c09-94a1-41d6-9809-bc4ee9bce00e

Hello,

Mr. Wili,

I am facing the same issue most likely with Windows 11, First, I thought it is RAM issue, and when I checked, absolutely there is no issue with RAM. I tried this following solution and it worked; Therefore, check the following steps:

• Open the task manager.
• Check on the background process and end task to the Acrobat running processes, and don’t forget to end task to Acrobat sync
• then launch the acrobat software, and click on the 3 dots.
• Go to help ==> click repair installation, then in the help menu, click Check for updates.
• Then on the 3 dots go to Preferences ==> Then select Security (Enhance)
• Uncheck ‘Enable Protected Mode at startup’ and ‘Enable Enhanced Security’ boxes.
• Then relaunch Acrobat and PDF files 
• Check the registry keys possibly this is one of the causes.

Re-installing the Adobe Acrobat won’t solve the issue because I’ve tried that. 

Posting this to help find the commonality. It has been a solid 3 months we’ve had this issue. All users are on some hardware version of the Microsoft Surface Laptop 4 or later. Sometimes it will launch if the file source is in Outlook (Classic), but it won’t launch if the file is in File Explorer or from a download. Or vice versa. This is with Use page cache, Enable Protected Mode at Startup, and Enable Enhanced Security all disabled.

Hi,

We are seeing this issue as well, it’s impacting users inside and outside of Citrix. Is there a way of following the public patch status, as we have a lot of customers that we need to keep up-to-date with this issue. Downgrading the version isn’t an option for us from a security point of view.

Thanks.

We’re having this same issue. I have to educate the staff on taskkilling Acrobat’s processes and it’s quite tedious.

We have users experiencing this as well and I am wondering what the status of this issue is or if there is something that I can follow the progress. 

We are seeing this issue in both a customer using Windows 365 (Windows 11Enterprise 25H2, Windows Defender Plan 1) and a customer that has local devices. (Windows 11 Business 25H2, ESET Endpoint Security).  We have other customers that are (so far) unaffected and we can’t really see a pattern to identify what the differences are between those affected and those not.

We were able to mitigate this in version 26.001.21563 by applying the following registry fixes:

HKLM:\SOFTWARE\Policies\Adobe\Acrobat Reader\DC\FeatureLockDown
HKLM:\SOFTWARE\Policies\Adobe\Adobe Acrobat\DC\FeatureLockDown
bDisablePDFHandlerSwitching DWord -Value 1
bEnableAcroRd32PreLaunch DWord -Value 0

26.001.21662 is experiencing the issue even with this set.
We have now pushed out to also include:
bProtectedMode DWord -Value 0
bEnhancedSecurityStandalone DWord -Value 0
bEnhancedSecurityInBrowser DWord -Value 0
 

I will update this post when I have feedback from the end users.

The issue seems to occur fairly randomly.  When it crashes, if you kill the processes and open the same files as before it will (usually) be fine again for a while, so there does not appear to be anything within those specific files.

The diagnostics link reports that it will not run within a virtual environment, so I will only be able to obtain details for the customer with local devices, but if there is anything outside of this log wise that I can provide please let me know.

We’re hacing the same problems on the 2 machines running CC. Literally dozens of processes, every one needs to be manually ‘end task’ed before PDFs will open again. It’s really frustrating.