ACROBAT Crash when I use certificate, please help me!

[Nicola34597129gw3a]

Hi, 

two weeks ago I updated the entire ADOBE suite and I started having the first problems with ACROBAT, every time I open a file the program freezes after about 10 seconds for a minute.

If I try to use certificates, after I have drawn the rectangle containing the digital signature, the program freezes and I have to force it to close.

I've already tried doing everything found in the ADOBE guides, deleting and redoing the certificate, uninstalling and reinstalling ACROBAT, but nothing... I'm desperate! Please help me

[sprinklr-integration-user]

Hi @Nicola34597129gw3a
 
Hope you are doing well and sorry to hear that
 
Is this an issue with a particular PDF file or with all the PDFs? Please try with a different PDF file and check. If the file is stored on a shared network/drive please download it to your computer locally and then try again.
 
What is the version of the Acrobat DC you are using? To check the version go to Help > About Acrobat and make sure you have the recent version 23.08.2042X  installed. Go to Help > Check for updates and reboot the computer once.
 
Also try to repair the installation from the help menu (Win Only) and see if that works.
 
Please try to reset the Acrobat preferences as described here https://adobe.ly/47rCwJI
 
You may also try to create a new test user profile with full admin rights in Win or enable the root account in MAC and try using the application there and check.
 
 
If it still doesn't work, please remove the application using the Acrobat cleaner tool https://adobe.ly/3tJh9WG, reboot the computer and reinstall the application using the direct link https://adobe.ly/3NR7sfG;

~Amal

[Nicola34597129gw3a]

Hi Amal, 

sorry for my late reply and thank you for your message. 

I have already tried to rename the preferences folder (and strangely it hasn't been recreated, despite having already reopened and closed ACROBAT PRO many times), no results.

I had already downloaded the updates (my version is "continuous release - version 2023.008.20458  - 64 bit"), uninstalled and reinstalled, tried with local PDF files, tried with many different PDF files, ... basically I have already done everything you recommended, except cleaning with Acrobat cleaner and downloading the installation directly. 

After cleaning all the Windows certificates, deleting the signatures with certificate and recreating these signatures, I can now sign PDFs again and ACROBAT doesn't crash.

However, the problem remains that with each opening, after about 5 or 10 seconds, ACROBAT freezes for about a minute, this is terrible and slows down my work considerably.

Now I will try to use Acrobat Cleaner and reinstall through the direct link and come back here with the results.

Thank you