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Ivo5C8D
Known Participant
February 28, 2023
Answered

Acrobat DC freezes after open on Win 11

  • February 28, 2023
  • 6 replies
  • 29878 views

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.

    This topic has been closed for replies.
    Correct answer Alice34613926vy7l

    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


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



    6 replies

    A
    Andrewnn
    Participant
    January 4, 2024

    Same issue; same solution: disable new acrobat

    Disappointing!

    Please let us know when you have fixed this bug

    Thanks

      M
      M28934855hzl8
      Participant
      March 1, 2024

      I am experiencing the same issue, I have tried all the suggested fixes and its still a problem on multiple PDFs, is there an actual bug fix for this?

      Amal.
      Amal.
      Legend
      March 4, 2024

      Hi there

       

      This issue is known to our engineering team and they are actively working on it.

       

      The fix will be available in the future updates.

       

      Thanks for your time and patience so far.

       

      ~Amal

      P
      Paul2020
      Known Participant
      December 21, 2023

      We're having the same issues, as far as I am aware just with Windows 11. Hard to tell though because most of our Acrobat Pro users are on W11 now.

       

      Reinstalling or repairing does not fix it. 

      Amal.
      Amal.
      Legend
      December 22, 2023

      Hi there

       

      This issue is already reported to our engineering team and is under progress, we will share more details as soon as we get any update.

       

      ~Amal

      A
      Andrzej34463690dkls
      Participant
      December 26, 2023

      Has this bug been investigated or addressed? What is the resolution or workaround? I am having this exact issue almost a year after this was reported in this thread... The bug persists on Windows 11 PC with Acrobat Pro. I have already run the Acrobat update and repair tool and the app still freezes after opening any PDF file.

        A
        ArtMANro
        Participant
        September 28, 2023

        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
        stevek79428311
        Participant
        October 31, 2023

        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
          MichaelTM
          Participant
          December 29, 2023

          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.

           

            M
            M_Raman
            Participating Frequently
            June 20, 2023

            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.
            Amal.
            Legend
            August 28, 2023

            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

            M
            M_Raman
            Participating Frequently
            June 20, 2023

            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
            M_Raman
            Participating Frequently
            June 20, 2023

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

              Amal.
              Amal.
              Legend
              March 1, 2023

              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-default/td-p/4792082

              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

               

              Hey! Spread the word and help others by marking the correct answer so future users can benefit from your experience.

              I
              Ivo5C8DAuthor
              Known Participant
              March 6, 2023

              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.
                Amal.
                Legend
                March 8, 2023

                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

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