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A
Anonymous
October 21, 2019
Question

Issue with Acrobat DC Pro (latest version) on Windows 10 and Enfocus Pitstop Pro 13.2

  • October 21, 2019
  • 3 replies
  • 4933 views

Hi there

 

Since the latest release of Acrobat Pro DC last Wednesday 15 October 2019, our customers Acrobat DC Pro software on Windows 10 does not open. When trying to run the app, nothing opens but there is an Adobe Acrobat Pro DC backgraound application running using a lot of CPU resource. After much trouble shooting I can say that the issue lies with the latest version of Acrobat Pro DC for Windows and PitStop Pro 13.2. If I remove the Enfocus PitStop Pro plugin folder from the Acrobat Pro DC plugin folder, the Acrobat app runs with no issues at all.

 

Is anyone else experiencing this? Is it an incompatibility between the two versions perhaps?

Thanks

    This topic has been closed for replies.

    3 replies

    abailescollins
    abailescollins
    Participating Frequently
    October 22, 2019

    That version of PitStop Pro is too old to work with the current Acrobat DC.

    That PitStop version is from May 2016, you'll need to upgrade to the latest version to work with the latest Acrobat DC I'm afraid.

    A
    Anonymous
    October 22, 2019

    Hi abailescollins

    I have just tried installing with the PitStop Pro 2019 with latest version of Acrobat Pro DC and problem still exists..

    abailescollins
    abailescollins
    Participating Frequently
    October 22, 2019

    You may need to dump some old preferences etc.

    Could you please contact Enfocus support, support@enfocus.com and they will assist you.

    If you run into any issues please mail me at andrewb@enfocus.com and I will help.

    P
    Adobe Employee
    Priyanja
    Adobe Employee
    October 22, 2019

    Hi djzolla1977, 

     

    Thanks for reporting the issue. Do you have any custom scripts or specific preferences set in the pitstop pro plugin.

    Can you also share the dumps of the background process. You can refer the steps mentioned at https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html for getting the dumps.

     

    Regards, 

    Priyanka Jain 

    (Adobe Acrobat Desktop Team)

    A
    Anonymous
    October 22, 2019

    hello Priyanja

     

    I had Adobe techs logged in all day trying lots of different things including earlier versions of Acrobat Pro DC with no joy. I tried a later version of PitStop Pro on the PC with no joy. It seems very localised to this one Windows 10 PC. The weird thing is it was working fine until Wednesday last week when Acrobat was updated, so I am a little stumped. Maybe a registry key is not happy buit if I uninstall PitStop Pro the software works fine.

     

    https://drive.google.com/open?id=1D7K20E2xGo7rKAnB9GGycZyi7rnsdO9r here is the dump file

     

    Just seems to something inherent on this PC

     

    alphanine
    alphanine
    Known Participant
    October 21, 2019

    Hello @djzolla1977

    I have the same problem, DC automatically updated and then it's opening! I tried everything and nothing is working,

    I tied to look for the folder & the plugin you mentioned, I can't find it and I don't if I own this plugin or not, can you explain the process in more detail?

    Note: I updated Acrobat on another device (surface) and it works fine.

     

    Thanks,

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