Acrobat DC freezes after open on Win 11

[Ivo5C8D]

Hello!

Recently everytime I open Adobe Acrobat Pro (64-bit) on a Windows 11 (both have latest updates) acrobat freezes for atleast 10-15 seconds.. I don't even need to open any document, it happens even when opening empty program. What I notice is that the sign in photo appears only after those 10-15 seconds.
What is causing this? We have several Win 11 machines in the office, and only some are affected by this.

[MichaelTM · Accepted solution]

This seemed to solve my issues which were the same freezing on start-up problems others were having.  It has something to do with the New Acrobat.  Does not appear to be ready for release.

[Amal.]

Hi @Ivo5C8D 

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. or is the application freezing itself after opening.

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 22.3.20322 (Win Only) 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://community.adobe.com/t5/acrobat-discussions/how-to-reset-acrobat-preference-settings-to-defau...

You may also try to create a new test user profile with full admin rights in Win and try using the application there and check.

If it still doesn't work, please remove the application using the Acrobat cleaner tool https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html , reboot the computer once and reinstall the application using the direct link
https://helpx.adobe.com/acrobat/kb/acrobat-dc-downloads.html

Regards
Amal

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[Ivo5C8D]

Hello @Amal.!

This issue is with Adobe Acrobat itself. I don't even need to open a PDF file in it, but yes, it happens also to all the PDF's I open. I have Adobe Acrobat Pro version 2022.003.20322 | 64-bit

• Repaired installation - did not help.
• Reset preferences - did not help.
• Created new test user profile with full admin rights - did not help.
• Used Acrobat cleaner tool and installed new acrobat from the link - did not help.

[Amal.]

Hi @Ivo5C8D 

We are sorry to hear that the issue still persists. Would you mind collecting the Adobe CC logs https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html , Procmon logs (Win Only) https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html  and share them via any cloud storage. Just upload the log file to the cloud, generate the link, and share that link with us for further investigation.

Regards
Amal

[Ivo5C8D]

Hello!
I've just sent you the log files in a private message.

Regards

[Ivo5C8D]

Hello, any news on this?

[Amal.]

Hi @Ivo5C8D 

Thanks for sharing the logs.

Have you tried updating the application to the new version 23.01.20093? 

Please update the application from the help menu > Check for updates and reboot the computer once. You may also download the patch manually from the link https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/index.html and see if that works for you.

Let us know if you still experience the issue.

Regards

Amal

[Ivo5C8D]

Hi @Amal. 

Yes, I have updated to the new version 23.01.20093 & restarted the machine, but unfortuntelly, I am still experiencing the same issue.

[Ivo5C8D]

Hello @Amal. 

How is your investigation going?
Is my only option a format and complete reinstall?

Regards

Ivo

[Amal.]

Hi @Ivo5C8D 

Sorry to keep you waiting. Please try to update the application to the new version now available 23.01.2017X. Go to Help > Check fr updtes and reboot the computer once an check.

If the issue still exists, please collect the fresh crash/freeze logs as described earlier and share for further investigation.

~Amal

[Ivo5C8D]

Hi @Amal. 

Thank you for your message. Unfortunatelly, problem still exists. I collected the log files again and sent them to you in a private message.

Thank you! Looking forward to hear from you soon!

Ivo

[Amal.]

Hi there,

Thanks for sharing the logs. I have shared them with the engineering team for review, I will keep you posted as soon as I get any information.

Thanks for your time and patience

Regards

Amal

[Vish IMM]

Hello 

Is there any update on this. I have been having the same issues and been following this thread to try all the options but still nothing.

[M_Raman]

I have the exact same issue.  When Acrobat is opened I am prompted with a Protect Mode message.  And when the file opens, it appears that Acrobat is trying to start a sign-in screen for my Adobe account, but freezes.  The only option left at this point is to do a Ctrl+Alt+Del to close the application. We are unable to use the Acrobat functionality to share documents for review or signatures. 

[M_Raman]

Because of the criticality of time and the inability to use Acrobat Pro, we are switching to DocuSign for our sharing and signing needs.  

[M_Raman]

Uninstalled Acrobat Pro to try and reinstall it to see if that will resolve the problem.  Now the program will not even install.  See images below.

[Amal.]

Hi there

Hope you are doing well and sorry to keep you waiting.

Please run the cleaner tool https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html  , reboot the computer once and reinstall the application using the direct link https://helpx.adobe.com/acrobat/kb/acrobat-dc-downloads.html and check.

Are you able to use any other application other than Acrobat for the 10-15 seconds when Acrobat is not responding?

If you are unable to use any other application, then you can try disabling Windows search indexing using below steps:

Hold Win+r to open run
2. Type msconfig and hit ok or enter
3. Click Services
4. Navigate to Windows search (you can sort the list in descending alphabetical order)
5. Uncheck tickbox
6. Click apply then ok
7. Select to restart now

If it doesn't help could you please share procmon logs for another session? 

Procmon logs (Win Only) https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html

Just upload the log file to the cloud and generate the link and share that link with us for further investigation.

Regards
Amal

[ArtMANro]

It's the same for me too, Adobe Reader is launching frozen and remains frozen on my Windows 11 PC. I have tried all of the fixes this webpage provided to no avail. Fortunately, now any web browser can open a PDF document and there are free replacements now. I had to uninstall Adobe Photoshop Elements cos it's interfering with Windows Core Isolation, so regretfully Adobe goodbye. 

[stevek79428311]

I was having this same problem. Started a couple days ago. About 10 seconds after opening a pdf the a blank pop up window with a partial "spinning" circle (not actually spinnin) would appear and the whole program was frozen permanently. I closed the program and reopened it with no pdf. In the File menu, I found an option to Disable New Acrobat. I clicked that and everything seems to be working. So, I guess I'm working on the "Old" or current version of Acrobat now instead of the "New" one. I don't even see this option anymore. Nevertheless, Acrobat is working for me now. 

[MichaelTM · Accepted solution]

This seemed to solve my issues which were the same freezing on start-up problems others were having.  It has something to do with the New Acrobat.  Does not appear to be ready for release.

[MichaelTM]

Scratch that, the problem started again.  But that did fix it temporarily.  I think Adobe may have figured out I was no longer having a problem and sent and update that made it start freezing again...

[Alice34613926vy7l]

Try turning off the Enhanced security within the App. This is a workaround I tried and it worked.

[Amal.]

Hi @Alice34613926vy7l

Hope you are doing well and thanks for sharing your observation.

Would you mind sharing the procmon logs (Win Only) https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html and share them via any cloud storage for further investigation?

~Amal

[Alice34613926vy7l · Accepted solution]

Amal,

I'm no longer having the issue. Acrobat has pushed out an update which resolved it.

[Amal.]

We are glad to hear that. Feel free to contact us for any assistance required in the future.

~Amal