PDF processes are appearing in task manager but PDFs are not opening

Question

Currently a user will be working fine and then at random times in the day when attempting to open a pdf in Acrobat, it will not open. The issue resolves after the user restarts their computer or ends all processes of Adobe and starts Acrobat over again.

It is currently only ongoing with 2 out of 100s of users at our organization. We have a non-persistent VDI environment and update the parent in order to push out apps/app updates to our users, Because of this uninstalling and reinstalling the app does not seem like it would be the fix as we would see this problem with our other users. Does anyone have any thoughts for a fix?

Meenakshi_Negi · Answer

Hi amber_9599,Thank you for reaching out, and sorry for the trouble caused. It seems to be a weird behaviour. If possible, we suggest reinstalling using the following steps:-Remove the application and run the cleaner tool (https://adobe.ly/3Mbpqvb).-Reboot the machine -Install Adobe Acrobat from the following page: https://adobe.ly/4prcos9; If the issue still occurs, try collecting logs using the diagnostic tool and share the log ID with us. As the application does not open PDF, you can skip the first two steps in the suggested steps and download the diagnostic tool from the download button provided at the bottom of the help document.Also, please share the current Acrobat and OS version in use.Let us know if you need any help.Thanks,Meenakshi

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