acrobat freezes during launch, with white box in the center of a gray-shaded screen

[Kyle2293125630d5]

I am working on a MacBook Pro with OS 12.6.8 (Monterey) and suddenly today Acrobat (part of a Creative Cloud subscription) consistently freezes whenever I try to launch, showing a grayed-out screen with an empty white box in the center. (Once the white box included part of a blue "loading" circle, which would progress one frame at a time if I clicked the grayed-out portion of the screen. See screenshot attached.)

Acrobat doesn't show as "not responding" in the drop-down list when I go to force-quit it, but there's no other way to get it off of the screen. I've tried uninstalling Acrobat, restarting my Mac, and reinstalling Acrobat, but that has not helped.

Does anyone have ideas that might assist? Many thanks!

[Kyle2293125630d5]

Sunil on the Adobe chat helped with this, but I can't find an easy way to delete this thread. It is apparently a bug in a recent software patch, which is being reported to the developers. The fix for right now: 1) Press Esc to make the white box go away. 2) Then, under the "View" menu, choose "Disable new Acrobat" and then click "Restart."

[David38387344pked]

Thanks, this worked. Not sure you should delete this....

[richard_7477]

Brilliant, such a simple fix. It has been driving me mad.

[S. S]

Hi @richard_7477,

Hope you are doing well. Sorry for your experience! 

Would you mind letting us know if you are on the latest update of the application (ver. 2024.003.20112)

You can check for it by going to Acrobat-> About Acrobat Pro DC.

If yes, Please help us gather the logs from your machine: https://adobe.ly/3XBZRqC. Please make sure Procmon is selected. You can upload logs using this tool and share your Unique log ID with us. 

-Souvik