Acrobat circling when adding password to document

[Michael29054465lyxg]

Hi,

I have a client who is trying to add a password to protect a pdf document via Acrobat. 

She is able to do this perfectly fine within the web app, but when doing so within the desktop app, the application circles, and then will freeze a minute or so later. This has started happening over the last couple of weeks. 

I have attempted to uninstall the app removing all leftover files and registry edits, and have installed the app again. This hasn't worked. 

Even though we installed the app again, an update was showing and this was installed. Still not working. 

This is happening across multiple PDF documents. 

Does anyone have experience of this and know a fix?

Many thanks,

Michael

[Ed31053797ei6f]

You are not alone in this issue, i'm just commenting to draw traction to this issue, a number of users have this issue where it just circles and you need to ESC to do anything, the only work around is going advanced options and encrypt using password. i can't find any more posts about this though

[Meenakshi Negi]

Hi Ed31053797ei6f,

Thank you for reaching out.

Could you please confirm if the issue started recently? Did you check if this happens with all the PDFs?

Share the Acrobat and OS version numbers.

Try the troubleshooting steps suggested in the following help document: https://helpx.adobe.com/acrobat/kb/troubleshoot-errors-freezes-reader-windows.html. 

If the above suggestion does not work, try reinstalling the application using the following steps:
-Remove the application and run the cleaner tool (https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html).
-Reboot the machine
-Install Adobe Acrobat from the following page: https://helpx.adobe.com/acrobat/kb/acrobat-dc-downloads.html.

Let us know how it goes.

Thanks,

Meenakshi

[Ed31053797ei6f]

Got a fix for this

Disable protected mode at start up, 

Edit, preferences, security (enhanced) then uncheck it. this solves it

[mikeinnl]

thank you, at last a soluition