Participant

Answered

Acrobat DC keeps freezing

Forum|Forum|5 years ago
April 3, 2020
12 replies
69767 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.

druckerman

Participant

I have the same issue on both my pc's. The one running windows 10 and the brand new one running windows 11. Both machines have impressive specs and are up to date. It does not seem to be happening on my MacBook Pro.

W

William23283949zxfcCorrect answer

Participant

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

S

Stanley Christmas

Participant

This fixes the problem

Solved: Adobe Reader freezes after opening a document - Adobe Support Community - 3903334

Just scroll down and find the reply from Knote.

It was happening to me under Windows 11 with Adobe Acrobat Pro (64-bit) 2022.003.20282

I added registery entries mentions and it immediately stopped.

HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Adobe\Adobe Acrobat\2015\FeatureLockDown

Name Type Data

bToggleAdobeDocumentServices REG_DWORD 0x00000001 (1)

bToggleAdobeSign REG_DWORD 0x00000001 (1)

bTogglePrefSync REG_DWORD 0x00000001 (1)

bUpdater REG_DWORD 0x00000000 (0)

H

HildaTsui

Participant

I have the same problem with Macbook Pro. I tried to reinstall and the Acrobat cleaner tool, but nothing works

Amal.

Community Manager

Hi @HildaTsui

We are sorry to hear that. Please go through the help page https://helpx.adobe.com/x-productkb/global/troubleshoot-system-errors-freezes-mac.html and see if that works.

Regards

Amal

newyellow

Participating Frequently

Same here, and it not only freezing on start but keeps freezing every 10 sec. It's totally unusable now.

newyellow

Participating Frequently

BTW, this is my system info. And I'm using version 2022.003.20263

Amal.

Community Manager

Hi @newyellow

We are sorry to hear that.

Have you tried 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 also please try to create a new test user profile with full admin rights in Window and try using the application there and check.

You may also try to turn off the protected mode for testing. Go to Edit > Preferences > Enhanced Security > Uncheck "Enable protected mode at startup " Turn off the protected mode and Uncheck Enhanced Security > Click OK and reboot the computer.
Note: Please turn on the security after testing to avoid any security risk.

Regards

Amal

A

andydialect

Participant

It's next to unusable now. 2022 update. Tried uninstalling and reinstalling several time. No joy. Looks like its some background task you've made it do. It's that bad i've had to resort to making Microsoft Edge my default PDF viewer (until you fix)!

E

E. Morgan

Participant

7/23/2022 - same here; mine doesn't even wait the three seconds; it begins to open then immediately closes; i DESPERATELY need it to work...ugh!

Amal.

Community Manager

Hi there

Hope you are doing well and sorry to hear that.

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

Regards

Amal

A

AboveAllConsultants

Participant

Thanks Nathan, I appreciate you taking the time to reply to my cry for
help. I have turned off the protected mode and it fixed it for me as well.

I am currently on version: 22.1.20117

Thank you,

Cindy Lawrence

[P.I Removed by Moderator]

N

NateFilion

Participant

I've been having the same issue since the 2022 update. I'm seeing the same issue on several installs at my job. Acrobat will basically become unresponsive for 3-10 seconds after startup. Doesn't matter if it's opening a document or starting Acrobat DC directly.

It appears to be related to a user check as the program becomes responsive after I see the user icon update in the top right corner.

I tried turning off protected mode and it does fix the issue. I have already tried repairing the install and also completely uninstalling acrobat and then re-installing. The issue comes back.

I'd prefer not to leave protected mode off since you stated earlier to turn it back on. I especially don't want to do this on my work computers.

Thanks,

Nathan

I'm currently using version 22.1.20117.0

A

AboveAllConsultants

Participant

My Acrobat DC keeps freezing and sometimes stays frozen. I have to restart my computer and I lose all of my work.

Amal.

Community Manager

Hi there

We are sorry to hear that

Would you mind sharing the version of the OS and the Acrobat DC application you are using? To check the version go to Help > Aboput Acrobat and make sure you have the recent version 21.07.20099 installed. Go to Help > Check for updates and reboot the computer.

Also try to repair the installation from the help menu (Win Only) and check.

Also pleaase go through the help pages listed below

https://helpx.adobe.com/x-productkb/global/troubleshoot-system-errors-freezes-mac.html

https://helpx.adobe.com/x-productkb/global/troubleshoot-system-errors-freezes-windows.html

Regards

Amal

A

Anonymous

I have the same issues with a Windows 8.1 machine. I have 2021.001.20145 release of acrobat reader DC. I have uninstalled, rebooted, re-installed and rebooted. I open the app and as soon as I click in the app window it freezes and I have to close it with the Task Manager. I am runnig the same version of this app on a windows 10 system with no issues (so far anyway). Both machines are 64bit.

Amal.

Community Manager

Hi there

Hope you are doing well and sorry for the trouble. Please try to Turn off the protected mode for testing (Windows Only) Go to Edit > Preferences > Enhanced Security > Uncheck 'Enable Protected mode at start up' turn off the protected mode and Uncheck 'Enhanced Security ' > Click OK and reboot the computer once.
Note: Please turn on the security aftertesting to avoid any security risks.

If it still doesn't work, create a new test user profile with full admin rights on Win 8.1 and try using the application there and check

Hope it will help

Regards

Amal

A

Anonymous

I had the same problem in Windows 8.1 and I had to deselect Run this program as an administrator in the file properties Compatibility tab in addition to the Enhanced Security changes that Amal mentions above. Doing both is what worked for me.

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