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Nillus
Nillus
Participating Frequently
July 15, 2024
Question

Adobe freezes while scrolling in a newly opened PDF

  • July 15, 2024
  • 3 replies
  • 5083 views

Right after opening a PDF file, I'll start scrolling down the file and it will suddenly freeze up/get stuck scrolling and refuse to move up or down the document for a few seconds, until Adobe decides to catch up and start scrolling again. It makes it painful to open and verify different documents when it's happening in several different PDFs. I've checked the following: 

Tried the Repair in the Help tab. 
Tried a repair from the Modify option in the Add or Remove apps sections in the Windows settings. 

Tried reinstalling Adobe as the admin. 

Tried Clearing cache/temp files. 

Tried pausing Microsoft OnDrive because of profile/UEV sync. 

 

Nothing has improved on the issue so far. Not sure where else to go from here and was looking for additional suggestions. 

    3 replies

    A
    Adobe Employee
    Aakash Deep
    Adobe Employee
    November 1, 2024

    Hi @Nillus ,

    Could you please share the dumps with us for further investigation?

     

     

    J
    Johan300432954rfx
    Participant
    December 16, 2024

    Hi, I do have the very same (or very similar) issue: Adobe is hardly usable on my Windows 11 Workstation, it "freezes" when I try to scroll even the smallest documents. I've tried "everything", nothing helps.

    T
    Community Manager
    Tariq AhmadCommunity Manager
    Community Manager
    December 16, 2024

    Hi @Johan300432954rfx, 

     

    Sorry for the troubled experience. Could you please collect logs by following  Acrobat Diagnostic tool 
    You may also collect memory dump: Acrobat logs

     

    ~Tariq

      T
      Community Manager
      Tariq AhmadCommunity Manager
      Community Manager
      August 13, 2024

      Hi @Nillus,

       

      Following up to check if the issue got resolved for you. If not, would you help us with the log, as requested by @Sanjeev_Pratap?    
      Also, let us know if the files you are trying to open have comments. 

      ~Tariq

      Nillus
      NillusAuthor
      Participating Frequently
      October 24, 2024

      The files I'm trying to open may or may not have comments, but I think I may have narrowed down the issue. It seems to be tied to the moment that the Adobe application signs into the user's Adobe account in the application. That's when the scrolling freezes up. I have both a video of this behavior and the basic log files for it. 

      I discovered this by opening a pdf (any pdf) and scrolling up and down until it eventually "froze" which happened to coincide with the moment that the user profile picture loaded in the top right corner of the application. I also learned that if you open one pdf file (that you don't actually need to look at or use) and leave it open and minimized, any additional pdf files you open will not freeze anymore, because the application instance is already running and signed in. 

      The user workflow is to open and close many PDF files, back to back, to review and submit. So this is not a real solution and more of a workaround. It does not seem to be an issue in the newer Adobe layout, but without confirmation that Adobe will officially be moving over to that new layout, she is not willing to spend time re-learning the functions within the new layout. 

      Please let me know where to submit the log and video files moree directly, as I cannot postt them in a community support forum. 

      T
      Community Manager
      Tariq AhmadCommunity Manager
      Community Manager
      October 31, 2024

      Thanks for sharing the detailed observation and your finding of the issue. This is helpful. 

      I will send you an email ID via private message, and you can send the logs and video over email. Kindly upload the video and logs to any cloud drive and share a downloadable link.  

      ~Tariq

      S
      Adobe Employee
      Sanjeev_Pratap
      Adobe Employee
      July 19, 2024

      Hi @Nillus 

      Thank you for raising the issue. This is certainly not what we want our users to experience. 

      First thing could you try updating to the latest version ( Go to Help >> Check for updates) and see if resolves the issue.

      To better assist you, we request you share few details :

      Regards

      Sanjeev

      Nillus
      NillusAuthor
      Participating Frequently
      July 22, 2024

      This is our current version on a Windows 11 PC: 

      There is no option to update under Help. As per my original message, this is not tied to a singular PDF file. It happens to several in different locations. This only started happening recently, within the last month. 

      S
      Adobe Employee
      Sanjeev_Pratap
      Adobe Employee
      July 23, 2024

      Hi @Nillus 

      Could you please collect logs by following Adobe Acrobat Diagnostics Logs. 

      You could share the logs with us for faster resolution.

      Meanwhile I have raised this issue for investigation.

       

      Regards

      Sanjeev

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