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Darkerkat
Darkerkat
Known Participant
November 10, 2023
Answered

Acrobat Freezing Constantly

  • November 10, 2023
  • 5 replies
  • 13595 views

Our company uses Acrobat all day ever day to handle and view plan documents, lately it cannot handle large documents at all. It freezes as soo as i open anything complex, eventually have to force quit the application. Doesnt seem to make a differnece if nothing else is running on my computer or if i have 30 files open. I don't even know what PDF viewing alternative programs are out there.. 

 

Things i have tried:

- Editing preferences to turn off page cashe

- Editing preferences to turn off security settings

- running acrobat repair tool (failed - missing file)

- completely uninstalled and reinstalled acrobat

- edited the securty and cashe settings again on the latest version

 

Still acrobat struggles with all documents, especially those of signifigant size. Didnt have this issue in the past but it seems to be getting progressivly worse over the past year. I have been trying to look at one plan for the past 4 hours and nothing i am doing will let me use it

 

OS Name: Microsoft Windows 10 Pro

Installed Physical Memory (RAM): 64.0 GB

Processor: AMD Ryzen 9 5950X 16-Core Processor 3.40 GHz

Adobe Acrobat Pro 64bit 2023.006.20360

 

Have crash logs available

 

    This topic has been closed for replies.
    Correct answer TerritoInfo

    We've been having this issue with Multiple company PC's with adobe acrobat Pro. Through testing, it looks like it was an issue with either update 2023.006.20360 or 2023.006.20380. December Update 23.008.20421 resolved our issues. 

    5 replies

    D
    danielb13495847
    Participant
    September 15, 2024

    I can't even open the preferences without acrobat crashing. I've had it crash on start several times as well.

     

    Windows 11, version 23H2

    Surface Pro 9

    Intel i7 2.6 GHz

    32G Ram

     

      W
      William30819455o10z
      Participant
      January 10, 2024

      I've used acrobat for years for business (small 1 person business) and have never had issues. After I updated to Windows 11 on one machine the problems started; the other machine was fine since it was still using Windows 10. I'm not a tech person but the best I can describe it is "buggy" especially using forms and entering things. There was a very recent update. I think within the last week maybe (again, not a tech person) and now it's almost unusable. The lock-ups/ freezing are constant to the point of madness; also, the Windows 10 machine is starting to freeze. I've logged out and logged back in; I've restarted several times. I guess I will try the uninstall/ reinstall option next but from reading below it sounds like that won't work either. So frustrating and slowing my productivity. I can't stand this. I hope they fix it. I'm not going to start playing with registries and regedit and all the other stuff I see being suggested. This is an important program for me (and everyone around the world) and it just needs to work. It's just truly maddening. Please fix this and refrain from suggesting something is wrong on my end. It seems fairly evident that it is some combination of issue with Windows 11 combined with the recent update. I never type responses into these communities and the fact that I am is an indication of what an annoyance and productivity sucking problem this is. Please, please, please fix this. 

        T
        TerritoInfoCorrect answer
        Participant
        December 29, 2023

        We've been having this issue with Multiple company PC's with adobe acrobat Pro. Through testing, it looks like it was an issue with either update 2023.006.20360 or 2023.006.20380. December Update 23.008.20421 resolved our issues. 

        J
        JJVinas
        Participant
        December 20, 2023

        Our company is experiencing the same thing now, did you ever find a solution? We have several users in several different departments having this issue. It happens with files stored locally on their computers, on a network share, email attachments, etc. and having issues all the same from any of these sources.

          Darkerkat
          DarkerkatAuthor
          Known Participant
          December 20, 2023

          Ended up using the acrobat cleaning tool, restarting the computer, and reinstalling acrobat from scratch.

          It's likely a windows update issue that triggers the problem.

            Amal.
            Community Manager
            Amal.Community Manager
            Community Manager
            November 10, 2023

            Hi @Darkerkat 

             

            Hope you are doing well and thanks for reaching out.

             

            As you have the latest version of the application and tried some troubleshooting steps with no luck, please 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 collect the 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

            Darkerkat
            DarkerkatAuthor
            Known Participant
            November 10, 2023

            as mentioned in my post I did already try to use the repair tool in acrobat. I tried resetting all the acrobat preferences.

            Everyone at my company is havign the same issue so I don't think creating a new user profile would make a differnece. 

             

            Crash logs -

            https://richacloud.richa.com/index.php/s/9w7YRpAWvedSQJG

             

            ended up using the acrobat cleaning tool, restarting my pc, and reinstalling acrobat from scratch

            Amal.
            Community Manager
            Amal.Community Manager
            Community Manager
            November 20, 2023

            Hi there

             

            We are sorry to keep you waiting.

             

            Please confirm if you are still experiencing the issue after reinstalling the Acrobat from scratch. Also make sure that the application is updated to the recent version 23.06.20380. Go to Help > Check for updates and reboot the computer once.

             

            ~Amal

             

             

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