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Adobe Acrobat going into not responding state on several computers after latest updates from August

Forum|Forum|1 year ago
August 19, 2024
17 replies
35925 views

Adobe Acrobat Pro going into not responding state on several computers after latest updates from August 2024 optional and planned updates. Uninstalled, and re-installed, reset APP data folders. Issue persist.

Crash or freeze

Correct answer Bilal Ansari

Hi,

As per our investigation, Microsoft Defender in causing the delay when Acrobat is trying to load a binary. We are working with Microsoft to resolve this on priority.

In the meantime, you try any one of the following workaround. Note that these are temporary workaround and are not meant as a permanent fix. Adobe recommends that you revert the changes when the fix is available.

- Enable Compatibility Mode to Windows 8.

- Whitelist Acrobat installation folder in Defender.

- Disable AppContainer for Acrobat UI.

In case this does not work, kindly let us know.

K

karen_1988

Participant

Has this been solved yet?

J

jon_7918

Participant

Not as far as I have seen, we are still experiencing the issue and unable to follow the work around of disabling protected mode due to security requirements.

S_S

Community Manager

Hi @jon_7918,

Sorry for the trouble.

I understand the frustration here, and we are working to get this fixed.

Since this has external dependencies with Microsoft, it is taking longer than usual.

We request your kind understanding and patience while the team works on this.

-Souvik

J

jon_7918

Participant

We are having the same issues, I have tried Disabling new adobe, turning off generative AI with a reg edit, defender changes, compatibility etc. etc. etc. but nothing is resolving this issue. It is essentially making Adobe Acrobat unusable.

A

allen_2440

Participating Frequently

Open adobe get to preferences

Security (enhance)

Uncheck start up in protected mode

I didn’t type actual wording it is the first item at the top of the security (enhance) preference page.

We have been doing this for incoming calls to service desk and have created step by step documentation to send to teams of people. This has helped us.

We have not been able to implement the instruction sent out a week or so ago as a local government making these changes require regulatory approval.

Get Outlook for iOS<>

Bilal Ansari

Correct answer

Community Manager

Hi,

As per our investigation, Microsoft Defender in causing the delay when Acrobat is trying to load a binary. We are working with Microsoft to resolve this on priority.

In the meantime, you try any one of the following workaround. Note that these are temporary workaround and are not meant as a permanent fix. Adobe recommends that you revert the changes when the fix is available.

- Enable Compatibility Mode to Windows 8.

- Whitelist Acrobat installation folder in Defender.

- Disable AppContainer for Acrobat UI.

In case this does not work, kindly let us know.

H

hayden_2300

Participant

We do not use Microsoft Defender and multiple employees are still having this issue

F

FFFCU

Participant

I second that. When an alternate antivirus program is used, Defender is deactivated. Should we whitelist the Adobe install folder regardless of antivirus solution?

D

defaultgscdfe1av7s2

Participant

We are seeing these issues as well. They are impacting all of our users. This started with the August update and has only been made worse by the September update. This is also negatively impacting work with our document management system, as when Acrobat begins it's troubles, absolutely no documents can be opened from our document management system. Killing all of the Adobe.exe processes gets things working again. Additionally, the Adobe.exe issues are causing an application related to our document management system to randomaly fail.

Adobe, fix your software.

S_S

Community Manager

Hi @defaultgscdfe1av7s2,

The team is already working on it; a fix should be made live soon.

We request your kind understanding and patience while the team gets this fixed.

-Souvik

G

Gavin27649547mu10

Participant

Bull. It's been over a month.

People aer SICK of Adobe crapping up their computers. FIX THIS.

G

garethirwin1234

Inspiring

Aw man, mine started working for a little while and I thought we were past this but alas back to freezing and problems today.

Sigh.

A

allen_2440

Participating Frequently

I see this too, After resintall or any other troubleshooting, then all the users would reach out to me saying it doing it again next day or two.

I downloaded Adobe Acrobat Pro 2020 for my critical user to see if they can actually get some government work completed.

M

Marco38119240olza

Participating Frequently

Would love to know if this works for you. We have so many frustrated users now because it has gone on for so long and no true fix.

M

Marco38119240olza

Participating Frequently

We have been having the same issues as well with freezing and have been for a few weeks now. I will try and upload logs the next time we have someone with issues.

M

Marco38119240olza

Participating Frequently

I should note that we are on version 24.003.20112 and we have seen everything from adobe freezing to virtual memory consumption errors and other system crashes

D

Daniel36385580pzcu

Participant

Hello everyone,

as an IT Manager in a company in Germany I also have to join as in our company Adobe Acrobat is also giving us hell.
Any news?

all Computers are with Windows 11

latest updated Adobe Acrobat Pro (although have noticed this also with the reader version)

MS OneDrive with backup and SharePoint sync is also in the mix and this is where the files are at.

Would like to know asap how can we solve this thanks!

A

allen_2440

Participating Frequently

For Adobe reader we found that if you go to menu and scroll toward bottom, "disable new Adobe Acrobat Reader" helped. This doesnt help Adobe Acrobat Pro.

A

allen_2440

Participating Frequently

Hello,

Our office is experieincing problem as other posted, One of my user is using hte 2024.003.20112

Windows 11 build 22H2

Microsoft 365

Onedrive envirnmanet with backup running.

User reported freezing opening or closing, scrolling, and when attempting to edit PDF.

I would uninstall all Adobe product, ran the adobe acrobat remover and creative cloud remover. Then installed from Subscription page online.

I went so far as to removing Creative Cloud from the computer disabled Adobe Sync in task manager startup menu.

I have two more user ho will be testing this latest build but one is already using and reporting issues.

S_S

Community Manager

@allen_2440 @ryanm62130820 Thanks for the logs and the info.

The team knows this, and the fix should be live soon.

-Souvik

A

allen_2440

Participating Frequently

Thank you

Let me know if you need more log files, I can get at least four, three being latest adobe acrobat pro 4th is older and didnt come with creative cloud.

Two of hte most current had accessto Adobe Creative Cloud Files, One I removed through registry. The second one still has it in place . It isn't accessible as the product was discontinued.

H

harvey_6526

Participant

Hi,

A number of users have reported that they are still experiencing this issue despite updating to the latest version(2024.003.20112). Would it be possible to recieve an update on this issue?

Thank you,

S_S

Community Manager

@harvey_6526 We are monitoring the situation with the latest release.

As mentioned, you are experiencing the issue. Would you mind sharing the logs of your system?

can you share us the logs as per the steps below so that we can investigate this further.. also if required we can have a call to see the problem and collect the required information

Steps:
1. Close Acrobat.
2. Download and run the Diagnostics utility: [Diagnostics Utility](https://helpx.adobe.com/acrobat/kb/acrobat-diagnostics.html)
3. Select Advanced logs and check 'system apps information'
4. Select "Start Diagnostics."
4. Open Acrobat and reproduce the issue.
5. Select "Stop Monitoring" and share the log ID with us.

If the issue is not immediately reproducible, you can keep the Diagnostics utility running and select Stop monitoring once issue is seen.

Thanks,

Souvik