Participant

Question

Ongoing Issue Adobe Acrobat DC Not Responding at Startup

Forum|Forum|7 years ago
February 20, 2018
19 replies
81003 views

I've searched the threads on here and this appears to be an ongoing issue. Let me know what files you need and where to send them? I've uninstalled and reinstalled but no change over several versions of Acrobat DC over the last year. Running the latest creative cloud.

Current Version : Adobe Acrobat Pro DC 2018.011.20035

Windows 7 Professional Service Pack 1

Issue: When opening any PDF or just Acrobat DC the program becomes unresponsive after about 15 seconds and then is fully functional after about 85 seconds. This issue does not happen if you open the pdf in Acrobat DC Reader.

General troubleshooting

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choppper

Participating Frequently

Coming up on a year and Adobe still cannot answer this? I have been having the exact same problem as originally posted and as other member have chimed into.

I open a PDF, it works fine for about 5 seconds then freezes for just over 1 minute before I can do anything.

If I have Acrobat DC open already and open other files no issues... but if Acrobat DC was not open and then I open a file I have the freezing issue.

I tried repairing & restarting - no luck, repairing again but still no luck. No updates are available. I have a nice CPU... i7-8850H... with 16GB RAM. I shouldn't be having this issue. It doesn't matter if I only have Acrobat open or multiple apps, same issue.

What's the deal?

kimmok38939107

Known Participant

Hi

I received instruction to first remove latest Acrobat and then install Acrobat 2017. It helps until they get a fix fot latest Acrobat:

Steps to follow on the case –

• Enable the Safe mode with networking and check the application behavior

• Enable the installer services through the command

• Open CMD using Admin privileges and type the command - REG ADD "HKLM\SYSTEM\CurrentControlSet\Control\SafeBoot\Network\MSIServer" /VE /T REG_SZ /F /D "Service"

• Hit enter and type another command as - net start msiserver

• Install the previous built of the application and check the behavior:

Download Acrobat 2017

We look forward to working with you,

Adobe Customer Care.

choppper

Participating Frequently

At least they have responded to you. It's funny that Adobe's staff has not responded to this issue since March of last year. I am hesitant to download a 2017 program. We pay close to $400 a month for a couple CC subscriptions. For this price we shouldn't have a defective product for potentially over 1 year.

Shame on you Adobe! It was nice to use CS6 and rarely have issues. Then you killed suites and made us all have CC to use new updated products... some of which are flawed terribly.

meenakshin83966505@

K

karenp46068988

Participant

I have since gone in as if I were going to uninstall and instead clicked repair...it worked its magic and its absolutely fine now. Happy days!

TobiasWerks

Participating Frequently

I am having the same issue. I had it maybe a year ago and now it's back. Right when I need to read some docs for a new job.

It opens and then just beachball spins (Mac) ... and that's it. I've deleted prefs. I've uninstalled and reinstalled. Same issue.

kimmok38939107

Known Participant

This issue has been ongoing for several months and Adobe engineers have been trying to fix it with zero results.

The problem seems to be that Adobe is loading Acrobat with new non-essential tiny features year after year and now the software entity is so complicated that no one is able to fix it anymore.

My suggestion is that make a SIMPLE and STRIPPED version of Acrobat for heavy users who really dont need ALL features. I for example ONLY need opening, copying, pasting, closing and re-naming of documents. Free Acrobat Reader is not an option because copy-pasting is (intentionally) not working swiftly in it.

I am willing to pay double price of a stripped and simple Acrobat which is NOT crashing and lagging!

B

berkaa

Participant

Similar issue here. Things have been buggy in general since the last update, but Acrobat started hanging up just opening a simple one-page PDF. I thought maybe it was corrupt, so I uninstalled and I have been trying to reinstall all day. It hangs up around 42% and then fails. I have tried uninstalling and reinstalling the CS desktop app, trashing preferences, disabling my virus software and firewall, using the cleaner, trying to install Acrobat from the direct download link, and finally uninstalling and reinstalling everything. Nothing works.

D

DTS_Nate_F

Participant

I am going to add-in that I am having the same issue on a client computer, except with Reader DC version 19.010.20069.49826.

The client told me that there wasn't any problem yesterday, but today it's been painfully slow. The computer is Win10 v1803 with 8GB RAM, and should NOT be having any trouble with Adobe Reader.

I

iccbusinessproducts

Participant

I used to get this issue and then it was fixed. Now with the newest update (19.010.20064), the issue is back. Whatever you did, please fix it again. You made me start outlining pdf files created in InDesign in Acrobat DC because of the bug in InDesign that makes outlining text wonky. Now you've taken that away with this bug.

Please fix your programs Adobe...

maxb99151043

Participating Frequently

Same here (San Francisco, not that it matters )

I've tried contacting Adobe Support on phone, twitter, chat, and finally via a remote control chat, which didn't work, although I had to cut the call short because the agent started to ask me to modify my Core MacOS files, which I wasn't comfortable with.

I'm using a (new) 2018 MacBook Pro, and for me, no many how many times I reinstall Adobe Acrobat, I get the same issue

I quickly get a never-ending loading ball and then see that the program is Not Responding. This is obviously an issue on Adobe's end. Hopefully they release a patch soon.

A

ab19481369

Participant

This worked for me:

Press Ctrl alt del while adobe acrobat reader dc is running (this opens the task manager)

Find adobe acrobat reader dc under processes

right click - properties

run compatability troubleshooter

choose recomended settings

Program responded normally after this procedure

J

JamaisDodger

Participant

This worked for me too.

I'm running Windows 10 Home, 1803 with latest updates. It's 64-bit of course. Acrobat Reader DC is 'proudly' 32-bit. The MS compatibility troubleshooter reported "AcroRd32 is incompatible." and applied the Windows 8 compatibility mode. Now Acrobat Reader DC starts up without the 10-20 seconds of unresponsive time that has irritated me for a long time.

Thank you ab19481369 !

E

emilyw12680399

Participant

Hello,

In our Enterprise environment, multiple Adobe Acrobat DC (some Pro) users are experiencing the Not Responding issue... This began last week and more and more users have come forth with the problem. Any suggestions? All clients are on the latest revision. I have also ran a repair on the application, no luck.

Thanks,

Emily

N

noreenk115

Inspiring

Hi Emily,

I was receiving help from a tech who had remote control of my computer. He tried a number of things, deleted all Acrobat from registry. Eventually he was unable to help because my system was extremely slow. At that point I thought maybe I had a virus. I did a full virus scan which was negetive, however Microsoft Defender showed I had very poor health and trouble with my apps..

It offered a solution called "Fresh Start" which said it cleans up and deletes apps, but my files would be safe. I plunged in and used it. This took a while to complete. When finished it gave me a complete list of all the apps that were deleted.

I slowly put things back, drivers, graphics, etc. I reinstalled Office 365, intel, etc. I left Adobe to the last and was holding my breath when the latest version was installing.

Everything is fine now and my pc is back to being faster than it was before the "not responding" happened.

I am no tech on this, but this process helped me.

Good luck!

Noreen

N

noreenk115

Inspiring

HI,

This "slow processing" and "not responding" started with me yesterday when I went to covert Word 2016 to a PDF. Today, when I tried to open a PDF file directly it did the same thing. It feels like it takes forever to process. I can see that it is even when it says "not responding".

There was a recent Windows update. Would that be the reason? Does anyone else have this problem?

Thanks for any help.

Noreen

S

samuelc84970466Author

Participant

Any response?

Meenakshi Negi

Community Manager

Hi Samuelc,

Sorry for the delay in response.

We have released an update on 23 February for Adobe Acrobat and Reader with the fix for the issues. This update will be automatically pushed to all existing installations of Acrobat and Reader. If you want, you may also manually trigger the update by opening the application and going to Help > Check for Updates.

More information about this release is here: Release notes | Acrobat DC, Acrobat Reader DC, Acrobat DC Classic 2015, Acrobat Reader DC Classic 2015, Acrobat 2017 and…

Please check and update the application.

Let us know if the issue still persists.

Regards,

Meenakshi

S

samuelc84970466Author

Participant

The update wasn't available to install via the Adobe Cloud desktop app but I downloaded the version for DC and now it's updated to ver .20038. Unfortunately the same issue persists with the unresponsive window at startup. Are there any logs you want me to capture and send somewhere so someone can see what's causing it?

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