Acrobat DC freezing or "not responding"

[scott7118]

I recently installed Acrobat DC.  I previously used Foxit Phantom.  Now when I am in "My Computer" and I either mouse-over or try to open a PDF file, it freezes for about 10 seconds and says "not responding" at the top.  It always works again after the 7-10 seconds.  Very annoying.  This never happened when using Foxit.  Has anyone else had this problem?  How do I fix it? 

[stephenc63574721]

Varun,

I don't see how to upload the file. It's size is 49,995 KB.

Steve

[varun_vinayak1]

stephenc63574721​ : Hi Stephen,

Can you please upload the file at some cloud location like dropbox etc, and share that link with me at vvinayak@adobe.com  ?

Thanks,

Varun

[IthXero]

Going to go ahead and necro this post as it seems it's still an issue within the last couple of weeks.

We just purchased over 100 licenses of Abobe Acrobat DC for a new hardware rollout and we are also experiencing freezing issues across multiple machines running different browsers and operating systems. This is highly unacceptable.

The systems affected are Windows 7 Pro and 10 Enterprise.  IE 11 and Firefox.

Adobe version is 2015.006.30280

We are experiencing freezing and browser crashes in both browsers when we try to open a PDF from one of the browsers or try to print if it ends up opening.

I've scoured multiple threads looking for an answer. I have 90 more machines waiting to be deployed and am running into this issue on the first dozen or so.

Has anyone had any luck at all with a resolution for this?

[shaguftas6892493]

Hi,

Can you please provide us the crash dump to resolve the issue.

I have shared the steps to generate crash dump with you in a private message (PM).

Thanks,

Shagufta

[janp98007737]

I work for an MSP and have a client that has had these issues. I have worked with Adobe Support and they have re-installed software, ran Adobe Cleaner Tool/Utility, Verified folder permissions in paths such as ProgramData , Program Files, etc. And nothing has resolved the issue.  I was about to suggest to my client re-imaging their whole computer but from some of the posts on here it appears others have tried this and have still had issues.  Is there any update from Adobe to resolve these issues?

Thanks,

Bob

[steengr]

Same issue here. Works in Edge, fails in Firefox. So as I view it something is not working between Firefox and Acrobat.

[active_smarts01AC]

I'm having the same problem. Small PDFs on my hard drive even freeze for about 10 seconds. It's intermittent, too, which makes it harder to diagnose. Acrobat's freezing started about 3-4 months ago, in my best guess. I really didn't think much of it and figured an update would be along quickly to fix it. Adobe Creative Cloud does automatic updates of Acrobat Pro DC. I'm using Windows 10 Pro, which I installed about a year ago; Chrome (latest version) and sometimes Firefox and Edge. RAM and HD space are not an issue. Seems like the problem is with Acrobat, since even Macs are having the same issue.

FIXED!!!! The problem is with Acrobat DC and this YouTube video has an easy fix. Worked for me. How To Fix Adobe PDF Reader Crash - Not Opening PDF Files (Fast and Simple) - YouTube

[dustyb18680296]

I'm also having this problem! Windows 10, 64x, i7 processor, 12gb ram, laptop with no external monitor. This is crap. I had no issues with acrobat pro X, but switched to acrobat DC and it freezes or doesnt even open almost everytime I open a PDF... GET IT TOGETHER ADOBE!!!!!

[freshmic1]

If you are running Acrobat DC 2017.009.20040 with PitStop Pro v.13 or higher, there is a workaround to the issue of not being able to select and/or freezing.

Adobe released Acrobat DC v.2017.009.20044 on April 11, 2017.  With that release, the selection tool of PitStop Pro was broken.

You can use one of these workarounds:

- For perpetual Acrobat licenses, you can downgrade to Adobe Acrobat DC 2015.

- If you are on a Creative Cloud subscription, you can only downgrade a full version to Acrobat XI.

- If you keep Acrobat DC 2017, the workaround is to go to the "About PitStop Pro" window one time prior to using any PitStop Pro tool.  If you do this, the selection tool will be enabled once again.

Most people use the workaround.  Once you go to About PitStop Pro right after launching Acrobat, the bug will not affect you anymore.  You only have to go there on launch once.

[TCH_Healthcare]

I'm having similar issue, but sometimes mine doesn't start working again.  VERY annoying!  it keeps happening about every 3-10 minutes.  I have to close everything out and re-open it sometimes its saved and sometimes I'm redoing work.

[jay_blue]

I am experiencing the same thing. Acrobat freezes randomly when I use it, but EVERY time I use it. It's gotten to be common to expect it to crash after opening a PDF. I then force quit and try again. It freezes on scrolling, just after opening a PDF, sometimes while idle. It also randomly jumps back to the top of a PDF for no reason.

Windows 10

All updates are current

Thanks

[Guest]

So far the only solution that I found that works is to remove Adobe Reader... It is simply ridiculous.

[Prepress_Brad]

Another odd thing I discovered. If I open a pdf and my Pitstop tools do not work as they are supposed to, I can get around it by doing a "save as", close the original and then open the duplicate file. Voila! The Pitstop tools now work (although still temporarily).

Very odd.

[Bob_Southwell]

Day after day acrobat freezes and hangs for a good minute. I have tried so many workarounds from looking on adobe forums and other forums and its the one thing I use every day and the only thing that really infuriates me!

This one sucks the RAM, takes ages to load (and download again and again!!!) etc etc. Oh to be recompensed for this time..

SOOO WISH Adobe would just bring the old version back (tools relocation is soo annoying too).

JUST SAYIN...

[vdobhal]

Hi Bob

Could you pls. send us the dump file to investigate the freeze issue? You can follow the steps in Re: Acrobat DC freezing or "not responding" to get the dump file:

Thanks,

[gregm35189238]

Same freeze issue here.

Have tried several (but not all) the suggested elixirs mentioned.  No improvement.

I'm running 2015.006.30306 that I just purchased a couple months ago.  Windows 7.

Is there a fix to this problem or time to send the program back and find another solution?

[vdobhal]

Hi gregm35189238 ,

Could you pls. send us the dump file to investigate the freeze issue. If possible pls. also, send the pdf file. You can follow the steps in Re: Acrobat DC freezing or "not responding" to get the dump file:

Thanks,

[gregm35189238]

PM sent with link.

[gregm35189238]

It has been two weeks since I sent my DMP file and have not heard back.  I'm surprised this issue is still occurring years after it was first discovered.  I'm looking for an alternative to Adobe.  Any suggestions?

[vdobhal]

Hi gregm35189238,

Found the dump file. Will analyze the file and seek more info if required.

Thanks,

Vinod

[bests38915752]

Hi,

I also have the same issue, not responding on adobe acrobat pro dc, any update on this so far?

thanks,

[vasc-tashby]

Add my PC to the list. I started to have issues a couple of weeks ago. I trashed prefs, removed the Apps and then reinstalled (in my case it is also happening with InDesign). Initially the PDF or ID file will open fine then wait a couple of minutes and then anything you try to do causes long pauses of application not responding errors. Even if I try to scroll or zoom or nudge an object (ID). Ultimately making Acobat DC and InDesign unusable. Should I send my dump files too?

[vdobhal]

Hi vasc-tashby,

You too can send the dump files or upload and share the link.

Thanks

[RChaz]

I don't know if this could be related, but the following resolved similar "Not Responding" issues for me (when Opening or Closing PDFs.)  In Win7 x64, I use Acrobat 9x & Reader XI, and neither had any performance issues until I opened a very large PDF (NJ Transit light rail map.)  It took forever to load AND close in Acrobat, so I tried using Reader XI instead - same issue.  However, now ALL PDFs were slow to open & close, no matter how small & simple they might be - for BOTH Acrobat & Reader.

After web-researching, and trying the various fixes, I hadn't made any progress, so I decided to compare the User Registry settings between my previous backup & current problem environment. As it turned out, there were nearly 30,000 superfluous new entries under

[HKCU\Software\Adobe\Acrobat Reader\11.0\RememberedViews] (Acrobat has a similar structure as Reader for RememberedViews)

Under this registry key branch there were 15 "categories", and category 9 had the superfluous entries (2 branches named cocgStates had 14,623 entries each.)  For both Acrobat & Reader, I removed the superfluous entries under those 2 branches (to match my previous backup's registry), and both Acrobat & Reader were back to zippy performance.

So in conclusion, something from opening a large & flawed PDF caused tons of useless registry entries under the User settings RememberedViews key, slowing the subsequent Opening & Closing of any PDFs to a "Not Responding"-delay crawl - for BOTH Acrobat 9x & Reader XI.

[Guest]

Went through many of the same hoops everyone else has.  I see this is a 2 year issue. We have DC and I did a clean uninstall for 3 users that use PDFs with form fields.  Everyone was initially happy with the reinstall.  Fast forward 3 weeks later and we're back in the same boat.  I am eager to see what the registry looks like for these users.