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64bit Adobe Pro on new computer freezes when saving as and when closing Adobe Pro.

New Here ,
Oct 12, 2023 Oct 12, 2023

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Hi there,

I have tried fixes from here, 

Resolve Acrobat intermittent crashes on Windows (adobe.com)

here,

Solved: "Save As' causes Acrobat to freeze up - Adobe Support Community - 9317579

here,

Solved: Acrobat Pro DC Constantly Freezing - Adobe Support Community - 11816340

here,

Acrobat Pro DC Freezes (Not Responding) - Adobe Support Community - 12602619

here,

freeze - Saving PDF with Save As in Adobe Reader causes Windows Installer to open and hang, also imp...

 

Adobe Pro still freezes when closing and when saving as. This laptop is on a domain with a hard wired connection and also has admin rights. If i login as local admin and login as myself it doesnt freeze when closing or saving as. This started hapening on my old laptop last week, so i got a new laptop with fresh Windows 11 pro install and new profile with all its defaults. Same thing is happening on new HP laptop with 16Gb of RAM. What should i try next? Since Adobe doesnt have an IT support desk will have to see if community knows more than Adobe at fixing this!

 

P.S. Preferences, version and freezing in action screenshots attached. Rebooted between each change, and each repair. 

TOPICS
Crash or freeze , General troubleshooting , Modern Acrobat , PDF

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correct answers 1 Correct answer

Adobe Employee , Oct 13, 2023 Oct 13, 2023

@AMadUser :
Thanks for reporting back with the results. Sadly, I can't advocate keeping the protected mode off. 
It seems your network policies might conflict with the Protected mode(Sandboxing). Under the same protected mode option, there are options to 'add File', and ' Add Folder Path'(could be your Network path/drive ) under the privileged locations. Try using that option and try again. Before that, enable the Protected mode. 

If the issue persists, You may provide this documentation to your IT

...

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Adobe Employee ,
Oct 13, 2023 Oct 13, 2023

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Hi @AMadUser,

 

Hope you are doing well. 
When saving the files, are you saving them locally or on Network/Shared drives? If you are saving them on a shared drive, try saving them locally and check if the issue occurs.
If the issue persists, try disabling protected mode to triage this issue. Disable Protected Mode by going to:

  1.  Edit > Preferences > Security (Enhanced)
  2. deselecting Enable Protected Mode at startup.
  3. Restart Adobe Acrobat or Acrobat Reader. 


Try to reproduce the issue, and let us know how it works for you.


~Tariq



 

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New Here ,
Oct 13, 2023 Oct 13, 2023

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Hey @tariq,

 

I have adjusted the settings as you requested. Upon closing Adobe it froze for about 2 minutes. Then i opened it back up and opened 5 pdfs ranging in size from the local desktop. Each one opened up fine, and i tested each one by clicking on "save as" without issues. Then closed Adobe and it did not freeze this time. Then i opened 5 pdfs from a network share, each one opened fine, then clicked on "save as" on each one and no issue. Then just to be sure i rebooted, then tested the same way. If issue happens again ill update the post. Appeciate the simple fix Tariq. I thought i tried everything. Hopfully this helps others as well. 

 

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Adobe Employee ,
Oct 13, 2023 Oct 13, 2023

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LATEST

@AMadUser :
Thanks for reporting back with the results. Sadly, I can't advocate keeping the protected mode off. 
It seems your network policies might conflict with the Protected mode(Sandboxing). Under the same protected mode option, there are options to 'add File', and ' Add Folder Path'(could be your Network path/drive ) under the privileged locations. Try using that option and try again. Before that, enable the Protected mode. 

If the issue persists, You may provide this documentation to your IT and Network team:

 

If your team/s needs help, suggest they open a ticket with our support.

~Tariq 

 

 

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