Inspiring

Pergunta

How to fix Acrobat DC - stalling, not responding (grayed out)

Forum|Forum|15 hours ago
August 21, 2026
15 respostas
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Hi Folks,

sorry, I posted this concern before but without any results. That’s why I'm trying again since I need Acrobat and diminishes my workflow and, after all, paying for it. This happens for about the last half year.

Here is a description again:

Acrobat stalls when starting a job - stops completely - clicking on anything makes it gray out -(program not responding) difficulty to even close it (gray window - program not responding - closing?)

After a repair, it is responsive/fast for a day / a session ... then same problem again

Here is what I did:

applied Acrobat cleaner tool, uninstalled also with Revo and removed all traces, reinstalled from online source (as suggested previously), unchecked “Protected Mode” in enhanced security (as some suggested) … works fine for a day, then reoccures.

Everything in this system is top notch and works fine, always updated, Intel i9, 32GB Ram, all SSD, GForce RTX 4070

Help Please!!

K

Klaus5F8DAutor

Inspiring

Hi Anand,

first, I don’t have a hamburger icon but could enable trouble shooter under help / and also downloaded tthe Acrobat diagnostics tool.

I followed the procedure, however to reproduce the problem is difficult since it doesn’t do it on command.

I opened a PDF file and did a variety of commands. It hesitated several times and once even completely stopped, grayed out with the message “program is not responding” and “do you want to close the program?”

I hope this is all recorded

Here is the Log ID

5ae7efd1-3c88-4b3f-b40d-815e271592b4

Hope it helps

Anand Sri Bhattacharya

Community Manager

Thanks for the details. Have you collected the logs in the new user profile or the old one? Can you please install Acrobat after creating a new user profile, and check the performance of the app? And then collect the logs. We’ll also analyse the logs you shared.

Regards,

Anand Sri.

K

Klaus5F8DAutor

Inspiring

Hi Anand,

what do you mean “new user profile” ?

I cannot / do not want to change my account.

It’s an Adobe account for our organization

K

Klaus5F8DAutor

Inspiring

Hi Anand,

I uninstalled Acrobat with Revo (all traces)

then reinstalled from the link (Enterprise)

Preferences: unchecked what you mentioned and unchecked extra security

… problem persists … right from the start when opening new install

btw… I prefer old Acrobat, so that’s what I changed to right away.

test user profile will follow

Anand Sri Bhattacharya

Community Manager

Sure, test the performance of the app on the new profile. If the issue continues, collect the logs and share them with a sample file that causes the issue.

Regards,

Anand Sri.

K

Klaus5F8DAutor

Inspiring

Hi Anand,

first, I don’t have a hamburger icon but could enable trouble shooter under help / and also downloaded tthe Acrobat diagnostics tool.

I followed the procedure, however to reproduce the problem is difficult since it doesn’t do it on command.

I opened a PDF file and did a variety of commands. It hesitated several times and once even completely stopped, grayed out with the message “program is not responding” and “do you want to close the program?”

I hope this is all recorded

Here is the Log ID

5ae7efd1-3c88-4b3f-b40d-815e271592b4

Hope it helps

PS: There is no sample file

The problem occurs randomly on any file … not for a while after re-instal or repair, but then comes back. Often just waiting for a while gets it back to responding

Anand Sri Bhattacharya

Community Manager

Hello @Klaus5F8D,

I hope you are doing well, and thanks for reaching out and trying those troubleshooting steps. We're sorry for the trouble you had.

Could you please share more details about the issue? What is the version of the operating system installed? Is Acrobat freezing while viewing any PDF file, or while using any specific tools? Is this Acrobat Pro, Acrobat Standard, or Acrobat Reader?

Assuming you are on the latest build of Acrobat 26.001.21789 Out of cycle update, Aug 11, 2026

For testing purposes, please turn off "Show online storage when opening files" and "Show online storage when saving files" from Menu (Windows) | Acrobat (Mac) > Preferences > General. Click Ok after unchecking the options, and check the performance.

Also, create a test user profile with full admin rights (Windows), or enable the root account in Mac OS, install Acrobat, and check the app's performance.

If the issue continues, please collect the logs from the affected machine and share them with us for further investigation. To collect the logs, please refer to this article and download the log collector tool. The option to download is available at the bottom of the article: https://adobe.ly/46eEcYY

Let us know how it goes, and please reach out if you experience any issues or need any assistance.

Regards,

Anand Sri.

[Edited response]

K

Klaus5F8DAutor

Inspiring

operating system version 25H2 - 26200.9168
freezing while working with PDF files, e.g. Combine, but really, just viewing and scrolling
Acrobat DC Pro

I will try suggestions: turn off “Show online … when opening” and “Show online … when saving”

However, I don't know how to create a user profile (Windows)

what is the installation of Acrobat Enterprise all about???

Thanks so far!

Anand Sri Bhattacharya

Community Manager

Thanks for sharing the details @Klaus5F8D

The Acrobat Enterprise link is direct download URL to install Acrobat.

If you are on Windows machine, please refer to this article about creating a test user profile with admin rights: https://support.microsoft.com/en-us/windows/security/identity-signin/manage-user-accounts-in-windows

Please try the suggestions, and if the issue continues, please share a sample PDF file through which you are able to reproduce the issue, along with the log files.

Regards,

Anand Sri.

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