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Question

Adobe Acrobat DC - Locks Up When Scrolling

Forum|Forum|7 years ago
September 12, 2018
4 replies
14283 views

Hello,

I been experiencing some issues over the past few weeks with Adobe Acrobat DC. When you open a PDF document, from any source location (IE: File server, local hard drive, outlook email), and you scroll through the PDF document, Adobe Acrobat will lock up while it loads the pages for that PDF. I have noticed that it doesn't matter how large or small the PDF document is, in terms of the number of pages and/or file size of the PDF. IE: there could be 3 pages and Adobe Acrobat will still lock up while scrolling between the pages. What I have noticed is when Adobe locks up, you will have to wait between half a minuet to a minuet for the page to load/render to the user before you can scroll to the next page.

The computer Adobe is running on is a Toshiba Satellite S55, Windows 10 Pro. Latest updates has been applied to Windows. Adobe is on version 2018.011.20058 with Continuous Release. I have already looked at a few other discussion posts regarding this same basic issue. I have tried messing the the following settings in Preferences > Page Display > Rendering - Smooth Text, Smooth Line Art, Smooth Images, and Enhance Thin Lines. I have also tried the common re-install Adobe Acrobat and ensure that the latest updates has been applied.

So I wonder, did I miss something, or is there another setting I need to look at that I don't know of?

This topic has been closed for replies.

Trav2016Author

Known Participant

On the plus side, I think the graphics looks much better and clearer. However, scrolling in Adobe is still a problem. At first I thought it was fixed, but as the day went on, the locking up while scrolling pressed on.

Trav2016Author

Known Participant

I applied the Intel Display Driver version 10.18.15.4281 on the laptop, Toshiba Satellite S55-C5274. So far I have seen improvements. The graphics looks much sharper. When opening and scrolling in Adobe documents, it's been much better. There has been a few times that it locked up, but not as bad.

I will test this for a few days and keep you posted on how it goes.

Trav2016Author

Known Participant

So disabling Enhanced Security did a little performance improvement, but not much. Adobe is still pretty lag. I haven't checked the Intel Graphics Driver. Will look at doing that either today or tomorrow.

Adorobat

Community Manager

Hi Trav2016,

As per the issue description mentioned above, Acrobat locks up while scrolling any pdf file , is that correct?

Please try following troubleshooting steps:

1- Try rebooting the machine once if you haven't already and check if that helps.

2- Launch Acrobat as an administrator- Run an Adobe program as administrator | Windows 7, Vista

3- Try running Acrobat in compatibility mode by locating Acrobat icon on the desktop > right click > properties > compatibility tab > check the box run this program in compatibility mode for and select Windows 7 from the drop-down options. click Apply OK and check.

4- Also, try disabling Protected View / Enhanced security by clicking Edit menu > Preferences > Security (Enhanced) > select Off under Protected View > uncheck the box next to enhanced security > click OK. Relaunch Acrobat and check.

Note: Disabling protected view/ Enhanced security is for troubleshooting purpose only, and not recommended. Please turn the feature back on after troubleshooting is complete.

You may also refer to the following forum thread discussing the similar issue:

Re: Page order problem when scrolling

Let us know if you need any help.

Shivam

Trav2016Author

Known Participant

Shivam,

I did the standard turn the computer off and on and that didn't resolve the issue. I ran Adobe as an administrator and no improvements. Next, I ran Adobe in compatibility mode with Windows 7 and again, nothing.

Regarding the Protected View when I looked at the setting, it was already set to disabled. Switched Protected View to Files from potentially unsafe locations and also tried All files - this made the scrolling worse. So leaving the setting at it's original state of Off is giving me the best performance.

I disabled the Enhanced Security and so far that has improved the performance of the scrolling in Adobe. I will let you know how that goes. Giving it a couple of days to see if it worked or not.

Note: I have not checked the Intel Graphics driver. The laptop, Toshiba Satellite S55, does not have a built in GPU. If the Enhanced Security does not fix the issue, I will look at the Intel Graphics Driver. Also, the person with this laptop will be out of town next week, so I may not respond for a little while.

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