Skip to main content
T
Taylor29627826ts2j
Participating Frequently
August 19, 2024
Answered

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

  • 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.

    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.

    17 replies

    Show previous replies
    A
    Allan33680128thyz
    Participant
    September 10, 2024

    We are still experiencing issues despite updating to the latest version. We have hundreds of Adobe-users that use, Reader, Pro and Standard on a regular basis and seems like everyone has has the same issue with freezing/not responding for around 4 weeks now and it seemed related to an update from Microsoft.

    S_S
    Community Manager
    S_SCommunity Manager
    Community Manager
    September 11, 2024

    Hello Everyone, 

     

    We are live with the next release(2024.003.20112).

     

    Please update the app to the latest version and let us know if the issue is fixed.

     

    Thanks,

    Souvik

    C
    christopher_6903
    Participating Frequently
    September 11, 2024

    Hi, where can we get the latest update from?

    C
    christopher_6903
    Participating Frequently
    September 9, 2024

    Has anyone been able to resolve the issue after updating to the latest version AcrobatDCUpd2400320054.msp?

    S_S
    Community Manager
    S_SCommunity Manager
    Community Manager
    September 9, 2024

    @christopher_6903 @Wil20202020 We are aware of the issue, and this should be fixed soon.

     

    We request your kind understanding and patience while the team releases the update.

     

    Thanks,

    Souvik

    N
    Nicole38687251ely4
    Participant
    September 9, 2024

    Hello - Is there an ETA on when we can expect the fix to be made? 

    W
    Wil20202020
    Participant
    September 9, 2024

    Has this issue been fixed? We have several users complaining about Adobe Pro not responding or glitching. We have tried updating, removing and reinstalling, but it does not always work.

    A
    Adobe Employee
    AtulPuri
    Adobe Employee
    September 3, 2024

    Hi,

    We released a patch for Adobe Acrobat on 26th August that carried bug fixes reported after the latest August updates and it will be helpful to know whether that update (see details here: Acrobat Enterprise Release Notes — Acrobat-Acrobat Reader Release Notes ) addressed the issues reported in this thread.

    G
    Gerald26930947hoiz
    Participant
    September 3, 2024

    We upgraded to version 24.003.20054, but we are still experiencing issues.

     
    C
    Community Manager
    Chetan23677088sx52Community Manager
    Community Manager
    September 4, 2024

    Hi @Gerald26930947hoiz ,

    Apologies for the inconvenience you're experiencing. Could you please share the latest logs with us so we can investigate further?

    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,
    Chetan

    B
    BruceO
    Participant
    September 1, 2024

    Follow up on my previous post:

    Most of the problems started after Microsoft did some Security and Cumulative system update in early August. I started having problems with the adobe apps Not Respondinh but also problems with MS Work. I use to be able to COPY a object to the system clipboard and then past it into a Acrobat document with out problems. Now when i try ot copy the same object from word i only get the upper left corner of the object i am trying to copy and when looking at the object in the system clipboard the object is enlarged by about 3X.  All there problems seem to stem from the Microsoft Updated.

     

    I also have done a complere Reinstall of windows 11 Pro. from scratch with no files saved and after installing Office 365. The MS Word problem still exist. and after that installing Adobe apps the NOt Responding problem still Exist also. Nothing else was installed on the system.

    B
    BruceO
    Participant
    August 31, 2024

    I have been having the same problems with ACROBAT but also with other apps as well line PHOROSHOT and PREMIER PRO the same thing happens the apps go into "NOT RESPONDING"  and sit there for a long time before responding or never respond and i have to terimate the apps an lose any last 5 min of changes i have made.

    S_S
    Community Manager
    S_SCommunity Manager
    Community Manager
    August 31, 2024

    Adding @Sameer K and @Kartika Rawat from the respective teams to get this checked.

     

    -Souvik

    S_S
    Community Manager
    S_SCommunity Manager
    Community Manager
    August 19, 2024

    Hi @Taylor29627826ts2j,

     

    Hope you are doing well. Sorry for your experience!

     

    We are aware of this issue and are working to get it fixed. 

    Can you get on a call with our dev team and me so we can figure out the root cause of the freeze and expedite the fix?

     

    If yes, please let me know if the email registered on the community is the preferred mode of communication, so I can share a link so you can schedule a call at your preferred time.

    Also, would like to know if this is related to a specific workflow or happens at launch.


    -Souvik

      T
      Taylor29627826ts2jAuthor
      Participating Frequently
      August 19, 2024

      Yes, that is the preferred email contact. Please send the link to schedule a call. What has been the fix for others if you have had any since it is a known issue? The workflow has been anything from first launch (most common), to creating a new tab, editing PDFs, and also converting word to PDFs. In addition, using the Adobe PDF extension in word to create has caused Word to stop working completely.

      Terms & ConditionsAccessibility statement
      Using the community Terms of use Privacy Cookie preferences Do not sell or share my personal information ad choicesAdChoices