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How to Troubleshoot Acrobat Freezing When Opening PDF Files

Forum|Forum|2 years ago
December 27, 2023
20 replies
80838 views

Hello Adobe Community,

Alot of my users are experiencing an issue when they open a PDF document, it hangs or freezes randomly. This is causing work disruptions across the board. I've done research and tried multiple solutions, the solution that seems to work as of right now is disabling the option "enable protected mode at startup". I have a specific user who has an addon that requires this to be enabled. Is there another workaround that wont require this to be disabled, or possibly a permanent fix in the works? My adobe version is currently 23.008.20421.0 this is the most current version of adobe acrobat.

I've already done a full reinstall of the application + I ran the adobe cleaning tool. Still having this issue afterwards.

Correct answer BaniVerma

Hi all,

How do I troubleshoot Acrobat freezing when opening PDF files?

If Acrobat stops responding or freezes while opening PDF files, follow this troubleshooting workflow to help identify the cause before applying a solution.

Start with these steps:

Update Acrobat to the latest available version.
Restart your computer.
Run Help > Repair Installation (Windows).
Test opening the same PDF again.

If the issue continues, continue with the additional troubleshooting below.

References

Should I temporarily disable Protected Mode while troubleshooting?

Protected Mode is Acrobat's sandboxing security feature, designed to help protect your system. Keep it enabled during normal use.

If you're troubleshooting a compatibility issue, you can temporarily disable Protected Mode as a diagnostic step (Preferences > Security (Enhanced) > deselect Enable Protected Mode at startup). After testing, re-enable it so Acrobat continues to benefit from its built-in security protections.

If changing this setting affects the behavior, update incompatible third-party security software or plug-ins where possible, rather than leaving Protected Mode disabled.

Reference

https://helpx.adobe.com/acrobat/kb/protected-mode-troubleshooting.html

What should I do if the issue persists?

If Acrobat continues to freeze after updating Acrobat, repairing the installation, testing with Protected Mode, and updating compatible third-party software, collect diagnostic logs while reproducing the issue (Help > Troubleshoot Acrobat) and share them with Adobe Support.

These logs capture product information, process details, and system information that can help Adobe Support investigate application freezes and other performance-related issues.

If you'd like input from other users while you wait on a support case, or want to check whether others have hit the same issue, search or post in the Acrobat community.

References

Thanks,

^BS

BaniVerma

Correct answer

Community Manager

Hi all,

How do I troubleshoot Acrobat freezing when opening PDF files?

If Acrobat stops responding or freezes while opening PDF files, follow this troubleshooting workflow to help identify the cause before applying a solution.

Start with these steps:

Update Acrobat to the latest available version.
Restart your computer.
Run Help > Repair Installation (Windows).
Test opening the same PDF again.

If the issue continues, continue with the additional troubleshooting below.

References

Should I temporarily disable Protected Mode while troubleshooting?

Protected Mode is Acrobat's sandboxing security feature, designed to help protect your system. Keep it enabled during normal use.

If you're troubleshooting a compatibility issue, you can temporarily disable Protected Mode as a diagnostic step (Preferences > Security (Enhanced) > deselect Enable Protected Mode at startup). After testing, re-enable it so Acrobat continues to benefit from its built-in security protections.

If changing this setting affects the behavior, update incompatible third-party security software or plug-ins where possible, rather than leaving Protected Mode disabled.

Reference

https://helpx.adobe.com/acrobat/kb/protected-mode-troubleshooting.html

What should I do if the issue persists?

If Acrobat continues to freeze after updating Acrobat, repairing the installation, testing with Protected Mode, and updating compatible third-party software, collect diagnostic logs while reproducing the issue (Help > Troubleshoot Acrobat) and share them with Adobe Support.

These logs capture product information, process details, and system information that can help Adobe Support investigate application freezes and other performance-related issues.

If you'd like input from other users while you wait on a support case, or want to check whether others have hit the same issue, search or post in the Acrobat community.

References

Thanks,

^BS

D

different_niceness5715

Participant

I just paid for a new adobe subscription, and now my PDF reader works the worst it ever has. Adobe products are crappy. All of them.

E

ellisw65

Participant

This worked!

M

Mark37089159nlcm

Participant

I'm using Acrobat pro 2023 and I've been having the issue where the Edge browser freezes when attepting to open a pdf. Turning off Enable Protected Mode at Starup seems to be resolving the issue. However I'm concerned that this is creating a security risk. Is there awnother way to resolve this issue with the PDFs?

S

spencer_0944

Participant

Use different software - adobe is trash nowadays

sashikanta4nayak

Participant

I am experiencing the same issue. I have an Intel i5 14th Gen processor with 32 GB of RAM, and Adobe Acrobat Reder keeps freezing when I try to open any PDF file. Interestingly, I have tested Nitro PDF, and it works perfectly without any issues. The problem seems to be isolated to Adobe Acrobat.

C

catherinep_artdirector

Participant

Hello

Adobe know about this, but are not prepared to fix it. I Quote directly from a service tech :" Acrobat freeze is defiantly an issue with the acrobat application. to troubleshoot this issue we, sometimes, have to perform manual clean up. " ... Adobe has recognized this issue and our engineering team is working on this"- ( for 4 years!?)... sometimes when an issue occurs with an application we have to uninstall and reinstall the application. however, sometimes the files which supports the applications to work will be corrupted, in such circumstances we have to remove all the files which supports the application to work and have to install back"

However, although Adobe knows about the problem, they don't tell their acrobat users- which would be very easy, as they have our details: instead they sit in silence while people are driven completely bonkers, wading around on community forums, and trying to get the AI bot to connect them to Tech Support ( which is not offered as an option) and then they make you jump through hoops 'explaining the problem,' like its limited to just you and its a problem with your machine/ operating system/ installation, before FINALLY telling you to the solution is several hour of cleaning, deleting and reinstalling. Basically, punishing the User for a problem they created and know about.

In order to fix the problem, the 30+million users all have to download a bunch of adobe clean apps, and run them on their laptops, and then they have to go hunting though program files and delete all adobe, and then they have to go onto the C:\Users\Yourusername\Appdata\Roaming and delete all adobe files.

Then you have to restart and re-install everything.

I have asked my digital community how many others are experiencing this issue, and the bulk of the replys tell me they have moved to other service providers as a result of these issues (Foxit/ affinity/ Krita/ Davinci resolve).

It would help if EVERY user submits a complaint to Adobe regarding this- directly to Adobe. You can try tcssup@adobe.com or customercare-chatsupport@adobe.com

Good Luck

Ps: these were the instructions, from Tech Support Bhshan, I was given, for Windows. I found the instructions on which adobe files to delete confusing, so i Didn't. However, it seems to have reduced the problem. Note: Adobe accept no responsibilty for this process ( they make you agree). Note: it will wipe all adobe and creative suite from your machine.

Bhushan
Here is the complete process to clean the the current version & install new, please follow all these steps from your end and let me know if it works or not after that.

Bhushan
Manual Clean and re-installation - Windows:

• Open appwiz.cpl and uninstall Reader DC and Adobe Genuine Service if present
• Please open this link and click on the Feb 9, 2021 - 64 bit installer All tracks link:
https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html#downloads
• Run the cleaner tool and do not restart the computer
• Please download and run this tool:
https://swupmf.adobe.com/webfeed/CleanerTool/win/AdobeCreativeCloudCleanerTool.exe
• Go for the options All and Clean all. Press e For English and then press Enter Then press Y for yes where ever needed.
• When you see a menu with options and numbers assigned, press the number for the option that says "ALL" or "CLEAN
ALL".
• Restart the computer
• Go to the following Locations and delete the Adobe folders at these locations:

C:\Program Files\

C:\Program Files (X86)\

C:\Program Files (X86)\Common Files\ If it doesn't let you delete this one, open the task manager and end task the

two adobe genuine processes and the creative cloud, CCX Process, CC Library and Core Sync.
4. C:\Program Data\ If you don't see this folder, click on View at the top and then check hidden items.
5. C:\Users\Yourusername\Appdata\Local

6. C:\Users\Yourusername\Appdata\Roaming

• Please use Shift + Delete on the keyboard to permanently delete the Adobe folders.
• Please press the Windows key and R key on the keyboard at the same time and then type in regedit and press ok.
• On the left go to Hkey_current_user/Software/Adobe and delete the Adobe folder under Software
• Please open this link and download the Acrobat Pro DC installer for Windows :
https://helpx.adobe.com/in/acrobat/kb/acrobat-dc-downloads.html
• Please go to your downloads folder and find the file called Acrobat_DC_Web_WWMUI.zip
• Right click on that file and then click on Extract and then extract all. Then open the Adobe Acrobat folder and run the
setup.exe, third from the last.
• For creative cloud: Please open this link and then scroll down to alternative downloads. Then expand the Windows
section and download the Creative cloud installer.
• https://helpx.adobe.com/in/download-install/kb/creative-cloud-desktop-app-download.html

D

donald_3882

Participant

Every PDF on my computer freezes about 10 seconds after opening for about a minute then works normally. Ideas?

C

cezar_7811

Participant

They have no idea because this issue is occuring on all Windows systems i have updated the Reader DC. It seems like nobody cares to fix it. The support days are long gone ...hehe

V

Valentin378541790lze

Participant

Disableing "protected mode at startup" solved my problem for now.

C

Charzi37685690uqqf

Participant

Thanks a mill, have done, will monitor xx

<>
Virus-free.www.avg.com
<>
<#DAB4FAD8-2DD7-40BB-A1B8-4E2AA1F9FDF2>

D

Danny_M_

Participant

I have been having this issue for a while now, and I seem to have resolved it using the following steps:-

Close all Adboe applications including Creative Cloud desktop.
Open browser and go to https://account.adobe.com/security
Scroll down the page to active sessions and end them all.
Closed browser and rebooted machine
Ran Creative Cloud and opened Acrobat and everything seemed to be fine.

C

Charzi37685690uqqf

Participant

Hi

It has no facility to allow me to end the session - all areas are static - see screenshot....

So back to the drawing board???

ub_9952

Participant

Same here, can’t see anything that would allow me to end the session….

L

Logan25430869jj9y

Participant

I would also like to know. We are still experiencing this across the board. My test user with protected mode disabled seems to be having the same issues again now.

D

Daniel34477533h500Author

Participant

I spoke to adobe Tech support, and they had me reinstall it from this link. Still having the same issue even after working with adobe support. This is very frustrating!

https://helpx.adobe.com/acrobat/kb/acrobat-dc-downloads.html

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