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donb13037064
donb13037064
Participant
January 10, 2025
Question

Adobe very slow or does not ope

  • January 10, 2025
  • 1 reply
  • 320 views

I have several customers lately having problems with Adobe opening documents very slow or not opening them at all.  This started happening in December 2024 all of a sudden.  I have done all the troubleshooting; clean installs, updates, computer updates, OS updates, clearing cache, clearing temp files, turned off Security stuff in Preferences.  Using latest versions.  Please advise.

1 reply

R
Adobe Employee
ravinderg62643219
Adobe Employee
January 16, 2025

Hi @donb13037064 

 

Thanks for reporting the issue, could you please provide logs from your machine

Steps to capture logs

Close Acrobat
Download and run Diagnostics utility https://helpx.adobe.com/acrobat/kb/acrobat-diagnostics.html
Select Start Diagnostics.
Now Open Acrobat and reproduce the issue.
Select Stop Monitoring, and share the log ID with us.

E
Eric25811479w1zd
Participant
January 24, 2025

We have been haveing the same issue in the same timeframe. Was there any resolution to the issue that was described above?  It is killing our productivity haveing to try to open files multiple times if they open at all.

AnandSri
AnandSri
Legend
January 26, 2025

Hello,

 

I hope you're doing well, and we apologize for the delayed response and the trouble.

 

Please ensure you have the latest version of Acrobat installed on the machine: 24.005.2039x Planned update, Jan 23, 2025. Check for any pending updates from the Menu > help > check for updates, install the updates, restart the app and the machine, and check.
For more information, see this: https://adobe.ly/40LRN8h.

 

If the issue persists, please collect the logs from the affected machine and share it with us. 

  1. Close Acrobat.
  2. Download and run the Diagnostics Utility.
  3. Click Start Diagnostics.
  4. Open Acrobat and reproduce the issue.
  5. Click Stop Monitoring and share the log ID with us.

Let us know how it goes.

Thanks,

Anand Sri.

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