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mrbrigham
New Participant
April 3, 2020
Answered

Acrobat DC keeps freezing

  • April 3, 2020
  • 12 replies
  • 69755 views

In the past week our whole team has suffered through Acrobat DC "Not Responding" (WIN 10). It opens and then freezes just after scrolling for 3 seconds or so - whether we scroll or not. It freezes up. Some have had success uninstalling and reinstalling. What say you?

 

Thank you!

    This topic has been closed for replies.
    Correct answer William23283949zxfc

    I changed all of those suggested settings and none of them worked. So I uninstalled/reinstalled Acrobat and it's now working as designed.

    12 replies

    Show previous replies
    Amal.
    Community Manager
    Amal.Community Manager
    Community Manager
    May 20, 2020

    Hi there

     

    A new update for Adobe Acrobat/Reader DC is now available v20.009.20063. Please update the application to the new version. Go to Help > Check for Updates. 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 helps.

     

    Also, if you are using the dual monitor setup, please refer to the steps provided in the help article (https://helpx.adobe.com/acrobat/kb/dual-monitor-crash-windows.html)

     

    Let us know how it goes

     

    Regards

    Amal

    H
    hy7at
    Participating Frequently
    November 26, 2021

    Version 2021.007.20099


    Freeze happens some seconds after every start of Acrobat DC with every PDF file, even when startin the app without PDF file.

    I'm on a local computer with internet access without network.

    When turning off the Protected Mode everything runs smooth without freezes again.
    I don't have to uncheck "Enhanced Security" and can leave it checked and it works.

    Can I use Acrobat DC without Protected Mode?
    If not, how can I use PDF file in the meantime, until an update fixes the freeze?

      Amal.
      Community Manager
      Amal.Community Manager
      Community Manager
      November 29, 2021

      Hi there

       

      Hope you are doing well, for more information about the protected mode please check the help page https://helpx.adobe.com/acrobat/kb/protected-mode-troubleshooting-reader.html

       

      Regards

      Amal

      Amal.
      Community Manager
      Amal.Community Manager
      Community Manager
      April 15, 2020

      Hi mrbrigham

       

      We are sorry for the delay in response. I hope you would be able to fix it by now. 

       

      If the issue still persists, we need some more information for a better understanding

       

      • Is this a behavior with a particular PDF file or with all the PDFs? Please try with a different PDF file and check.
      • Are you on a personal network or on a company domain? Please try to switch the network and download the file to the computer locally and check.
      • For testing purposes, please try to turn off the protected mode. Go to Edit (Windows), Adobe Acrobat / Reader DC (Mac) > Preferences > Enhanced Security  > Turn Off the Protected Mode and Uncheck the Enhanced Security and reboot the computer and check.
        Note: Please turn on the security after testing.
      • Try to Add file and Folder to the Whitelist of Acrobat / Reader DC. Go to Edit (Windows), Adobe Acrobat / Reader DC (Mac) > Preferences > Enhanced Security  > Add File and  Add Folder path > Click OK

       

      Also, make sure you have the latest version 20.006.20042 installed. Go to Help > Check for Updates.

       

      Let us know how it goes. 

       

      Regards

      Amal

      W
      William23283949zxfc
      New Participant
      October 23, 2023

      Sorry but your tips are bogus.

        Amal.
        Community Manager
        Amal.Community Manager
        Community Manager
        October 26, 2023

        Hi there

        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 Crash/freeze logs https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html  and share them via any cloud storage. Just upload the log file to the cloud and generate the link and share that link with us for further investigation.

        Regards
        Amal

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