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M
mc_agr
Participant
April 30, 2025
Question

Lots of features not working on Acrobat desktop version

  • April 30, 2025
  • 1 reply
  • 756 views

Hi all,

I'm using Acrobat Pro in Adobe Cloud and there are a lot of important features that just aren't working: Save as, redacting a pdf, merge pdfs, AI-assistant (which I'm paying for) and probably lots of other features. What is happening is that Acrobat freezes when trying to use one of these options so that I have to force quit. I've already re-installed the program but that didn't help. I can use the above features via the browser except for the redaction. I'm really at my wits end with this. Would be very grateful for any hints. Thanks!

1 reply

T
Tariq Dar
Legend
April 30, 2025

Hi @mc_agr, 

 

I’m really sorry to hear you’re running into this — it’s completely understandable how frustrating it is when core features like Save As, Redaction, Merge, and AI Assistant freeze the app, especially when you’re using the paid version of Acrobat Pro with AI features.

 

Thanks for already trying a reinstall — that rules out a lot. Since you’ve confirmed that these features work in the browser (except redaction), it points to something specific in the desktop app environment.

 

To help us investigate further and escalate if needed, could you please share the following:

  1. A screen recording or short video of what happens when you try to use one or more of the affected features
  2. Your OS version and Acrobat version (Help > About Acrobat)
  3. Whether this happens with all PDFs or only some files
  4. If you’re signed in with your Adobe ID when this occurs
  5. Any third-party antivirus, security, or sync tools running in the background

 

Additionally, please try the following steps:

 

1. Clear Acrobat’s cached user profile:

 

Sometimes, user data or cache corruption can cause repeated crashes or freezes.

  • Close Acrobat

  • Navigate to the following folder:

    • Windows: C:\Users\<yourname>\AppData\Roaming\Adobe\Acrobat\<version>

    • macOS: ~/Library/Application Support/Adobe/Acrobat/<version>

     

  • Rename the folder to something like Acrobat_Backup

  • Restart Acrobat — it will recreate a clean profile folder

 

2. Disable Protected Mode (as a test only):

  • Go to Edit > Preferences > Security (Enhanced)

  • Uncheck Enable Protected Mode at startup

  • Restart Acrobat and test again

  • Note: If this helps, it may indicate a permissions or environment conflict. You can re-enable it after testing.

 

3. Try running Acrobat as Administrator (Windows): Right-click the Acrobat icon and choose Run as administrator, then test the freezing features again.

 

Most importantly, I would also like to know if the machine you are using is a personal or work machine (Controlled by IT)?

 

We appreciate your patience and will do our best to get this resolved.


~Tariq

M
mc_agrAuthor
Participant
April 30, 2025

Hi Tariq,

thanks for reaching out. I'll try to answer as many questions as possible.

  1. A screen recording or short video of what happens when you try to use one or more of the affected features
    >> see the attached videos & pics below. Whenever I try to basically use any features on the menu I just get an empty window with nothing much happening. 
  2. Your OS version and Acrobat version (Help > About Acrobat)
    >> OS version is 15.3.1 and the Acrobat version I can't tell you because it's another thing that isn't working
    3. Whether this happens with all PDFs or only some file
    >> yes, with all the files
    4. If you’re signed in with your Adobe ID when this occurs 
    >> yes I am
    5. Any third-party antivirus, security, or sync tools running in the background
    >> no. it's a personal work laptop I'm using
    1. Clear Acrobat’s cached user profile 
    >>  I've uploaded a screen grab when using the path you gave me. I wasn't sure if this is the right one so I haven't done it yet.
    2. Disable Protected Mode (as a test only)
    >> I'm based in Germany so everything's in German. unfortunately I had a hard time looking for the path you gave me for the protected mode (it's more of a language problem), sorry. 
    3. Try running Acrobat as Administrator (Windows)
    I'm a mac user
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