Adobe freezing debug

Question

We have a third-party plugin for Adobe Acrobat, and a few of our customers have been reporting intermittent freezing issues. When this happens, Acrobat displays “Not Responding” at the top of the window.

The issue has been very difficult to debug because our plugin logs do not show anything unusual, and none of the developers on our team have been able to reproduce the problem locally. Only a small subset of users seems to be affected.

Recently, I noticed that many users in the Adobe community have reported similar freezing issues,( almost from 2023) so I am not sure whether the root cause is our plugin or Acrobat itself.

One approach I am considering is analyzing the .dmp file generated when Acrobat freezes. However, I am not entirely sure what kind of anomalies I should be looking for in the dump, or whether the dump would clearly reveal if our plugin is involved.

Does anyone have experience debugging Acrobat freeze issues or analyzing dump files ? Any guidance on how to proceed or what to look for would be very helpful

creative explorer · Answer

@individualistic_focus1055 have you thought of disabling the third-party plugin for Adobe Acrobat? If the freezing issues stop immediately after the plugin is disabled, you would have confirmed that the problem is directly caused by the plug-in. If the freezing issues continue even after the plugin is disabled, it strongly suggests a conflict with another third-party plugin, or a known, environmental bug within that specific version of Adobe Acrobat (related to graphics, network access, or memory handling).

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