Adobe Pro Loses Functionality

Question

For about the last two months, my Adobe Acrobat Pro (2023.001.20174) will stop working properly without warning. I have had Adobe tech support review the issue several times. They have uninstalled and reinstalled the program but the problems persist. I download a large document and then break it down and forward portions to various parties. In the page view, the magnifier (in black frame, see below) will freeze and become unmovable. The highlighter will not work properly. I cannot move pages around in the document. The only option I have to restore functionality is to close out of any and all Adobe documents that I have open and reopen the document. It will then operate normally for a bit and then resume the with the anomalies.

Amal. · Answer

Hi @Sarah5782

Hope you are doing well and sorry to hear that

Is this an issue with a particular PDF file or with all the PDFs? Please try with a different PDF file and check. If the file is stored on a shared network/drive please download it to your computer locally and then try again.

What is the version of the Acrobat DC you are using? To check the version go to Help > About Acrobat and make sure you have the recent version 23.01.2017X installed. Go to Help > Check for updates and reboot the computer once.

Also try to repair the installation from the help menu (Win Only) and see if that works.

Please try to reset the Acrobat preferences as described here https://community.adobe.com/t5/acrobat-discussions/how-to-reset-acrobat-preference-settings-to-default/td-p/4792082

You may also try to create a new test user profile with full admin rights in Win or enable the root account in MAC and try using the application there and check.

if it still doesn't work, collect the Adobe CC logs https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html , Procmon logs (Win Only) https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html and Adobe Crash logs https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html and share them via any cloud storage. Just upload the log file to the cloud and generate the link and share that link with us for further investigation.

Regards
Amal

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