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sylvainz73168868
Participant
Nov 2, 2026 7:59 AM UTC
Question

adobe 26.002.22031 Not responding

Adobe Reader has been updated on all our PCs (version 6.002.22031) and all our users are having problems opening PDF files (the programme is not responding)

    3 replies

    Amal Jaiswal
    Community Manager
    Amal JaiswalCommunity Manager
    Community Manager
    Nov 2, 2026 8:34 AM UTC

    Hi @sylvainz73168868

    I hope you are doing well, and thanks for reaching out. I’m sorry for the trouble you are experiencing. 

    To help us look into this, could you please let us know:

    • What is the version of the OS (Win/Mac) you are using, and whether the PCs are physical machines or a virtual or remote desktop environment (for example, RDS, Citrix, or Azure Virtual Desktop).

    • Whether the program stops responding on launch, or only when opening a PDF, and whether it happens with every PDF, including a locally saved file. A small video recording of the steps you are taking and the issue as it occurs would be very helpful.

    • Whether you see any message or sign-in prompt before it stops responding, and whether an error for AcroCEF.exe or Acrobat.exe appears in Event Viewer (Windows Logs > Application), including the faulting module name. Please share a screenshot of the error message for better understanding.

    As this affects many devices, please share the Acrobat diagnostic logs https://adobe.ly/48veoJa and Acrobat Crash/freeze logs https://adobe.ly/4yRmg2F for further analysis.

    We are here to help; we just need more information.

    Regards,
    Amal


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    sylvainz73168868Author
    Participant
    Nov 2, 2026 2:38 PM UTC

    We have physical workstations running Windows 11

    The problem occurs when we open Adobe, or when we open a PDF

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    Anand Sri Bhattacharya
    Community Manager
    Anand Sri BhattacharyaCommunity Manager
    Community Manager
    Nov 2, 2026 7:12 PM UTC

    Hello ​@sylvainz73168868 

     

    I hope you are doing well, and sorry for the trouble. 

     

    Thanks for confirming that these are physical Windows 11 workstations and that Reader stops responding both when launched on its own and when opening a PDF. Since it also freezes without a document open, this isn’t limited to a particular PDF.

     

    Could you please confirm:

    • The Windows version/build and whether these are physical PCs or a managed/virtual environment such as RDS, Citrix, or Azure Virtual Desktop.
    • Whether Reader becomes unresponsive at launch or specifically when opening a PDF, and whether the same behavior occurs with a PDF saved locally.
    • How 26.002.22031 was deployed, for example through the automatic updater or an enterprise software-management solution.
    • Whether Acrobat.exe or AcroCEF.exe reports an error under Event Viewer > Windows Logs > Application when the issue occurs.

     

    As this is affecting multiple devices, please also collect the Acrobat diagnostic and crash/freeze logs from one representative affected PC and share the log details for further investigation.

    To collect the Crash/Freeze logs, please refer to this article: Collect logs when Acrobat/Reader crashes or freezes

     

    Collect the complete Diagnostic logs: Adobe Acrobat Diagnostics.

     

    Please share the log ids.

     

    I hope this helps, and please reach out if you need any assistance.

    Regards,

    Anand Sri.

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