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J
Judi29738328xujq
Participant
May 4, 2023
Question

Adobe Tools freeze when Outlook is open

  • May 4, 2023
  • 1 reply
  • 3223 views

After a while of usage Acrobat Tools (highlighter, drawing tool, text box) freeze. For the longest time we could not identify the issue. We even purchased a brand new computer for this and it still was happening. Adobe chat support had us uninstall and reinstall twice, even had us install the 32-bit version as well. We just found that it appears to be a bug and that when we close our Outlook application and drafts the the tools all of a sudden start working again. 

 

We are on the latest subscription version of Adobe Acrobat Pro: 23.001.20143.0 32-bit, and Microsoft Office 365 suite: 2304 build 16.0.16327.20200 64-bit. 

 

Please advise.  

    This topic has been closed for replies.

    1 reply

    Amal.
    Amal.
    Legend
    May 5, 2023

    Hi @Judi29738328xujq 

     

    Thanks for reaching out.

     

    lso 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.

     

    Let us know how it goes.

     

    Regards

    Amal

    J
    Judi29738328xujqAuthor
    Participant
    May 12, 2023

    We tried the repair from the help menu and also moved the prefrences folder out of the roaming location. The issue is still occuring. The issue still appears to be with Outlook open at the same time as working with the Tools in Acrobat. Please advise. 

    Amal.
    Amal.
    Legend
    May 16, 2023

    Hi @Judi29738328xujq 

     

    Please collect the logs as described here 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, generate the link, and share that link with us for further investigation.

    Regards
    Amal

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