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itguyscl
itguyscl
Participating Frequently
April 26, 2018
Question

Acrobad Pro DC annoying lockups when browsing PDF

  • April 26, 2018
  • 2 replies
  • 926 views

Hello,

A user has Adobe Acrobat Reader DC 18.011.20038, and he subscribed to $14.99/mo Acrobat Pro DC plan and downloaded, installed Adobe Acrobat DC 18.011.20038. Now the user complains that when he is reading/browsing PDF documents, the application stops responding sometimes for over 20-30 seconds.

This is on Windows 7 Pro x64.

Any ideas how to fix this?

Thanks!

This topic has been closed for replies.

2 replies

itguyscl
itguysclAuthor
Participating Frequently
May 22, 2018

After uninstalling, running cleaner tool and reinstalling Acrobat Pro DC, the user still complains about it freezing from time to time when reviewing various PDF files.

I guess the last step is to try a test user with admin rights.

AnandSri
Community Manager
AnandSriCommunity Manager
Community Manager
May 24, 2018

Hello Itguyscl,

Sorry for the delayed response and inconvenience caused. Please create a test user profile with full admin rights and check with Acrobat.

Make sure that you have the latest patch of Acrobat installed, you can install the latest patch/update from help>check for updates, or can manually install the updates from DC Release Notes — Release Notes for Acrobat DC Products

Let us know how it goes in the test user profile.

Regards,

Anand Sri.

AnandSri
Community Manager
AnandSriCommunity Manager
Community Manager
April 26, 2018

Hello Itguyscl,

We apologize for the inconvenience caused, as per the description above, Acrobat Pro DC version 18.011.20038 on Windows 7 machine, Is that correct?

Please try resetting the Acrobat's preferences and reboot the machine, to reset the preferences, please refer to How to reset Acrobat Preference settings to default.

You can also refer and try the solutions from the following Adobe article Troubleshoot errors, freezes | Adobe Reader | Windows

If the issue persists, please use Acrobat cleaner tool to remove Acrobat Download Adobe Reader and Acrobat Cleaner Tool - Adobe Labs

Reboot the machine and install Acrobat back from Download Pro or Standard versions of Acrobat DC, 2017, XI, or X

If you still experience the freezing/not responding issue, will request you to create a test user profile with full admin rights and check with Acrobat Pro DC.

Let us know how it goes and share your findings.

Regards,

Anand Sri.

    itguyscl
    itguysclAuthor
    Participating Frequently
    April 30, 2018

    After resetting Adobe Preference settings to default, the lockups persisted.

    I will post back in a couple of days, after I uninstall, run cleaner tool and re-install Acrobat Pro DC.

      AnandSri
      Community Manager
      AnandSriCommunity Manager
      Community Manager
      May 1, 2018

      Hello Itguyscl,

      Sure, let us know how it goes after reinstalling Acrobat.

      Regards,

      Anand Sri.

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