Acrobat hangs on Applying Redaction

[Ben29508100r085]

After selecting redactions and pressing the apply button a small grey windows with a blue spinning circle appears indefininately.

If I click on the window it makes the standard windows error noise. I have found pressing escape goes back to allowing redactions to be selected but they have not applied.

I have restarted, reinstalled and repaired the application and the issue persists.

I have replicated this fault across two different machines, with different users.

I last used this feature successfully around 2 months ago.

[Amal.]

Hi @Ben29508100r085 

Hope you are doing well and sorry to hear that

Is this an issue with a particular PDF file or with all the PDFs? Please try with a different PDF file and check. If the file is stored on a shared network/drive please download it to your computer locally and then try again.

As you have the recent version of the application, please try to repair the installation from the help menu (Win Only) and see if that works.

If it still doesn't work, please remove the application using the Acrobat cleaner tool https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html , reboot the computer once and reinstall the application using the direct link
https://helpx.adobe.com/acrobat/kb/acrobat-dc-downloads.html 

Let us know how it goes

Regards

Amal

[Ben29508100r085]

Is this an issue with a particular PDF file or with all the PDFs? Please try with a different PDF file and check. If the file is stored on a shared network/drive please download it to your computer locally and then try again.

By @Amal.

All PDFs

As you have the recent version of the application, please try to repair the installation from the help menu (Win Only) and see if that works.

By @Amal.

As stated this had already been tried.

If it still doesn't work, please remove the application using the Acrobat cleaner tool https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html , reboot the computer once and reinstall the application using the direct link
https://helpx.adobe.com/acrobat/kb/acrobat-dc-downloads.html 

By @Amal.

This works as a workaround, but isnt a valid solution for our whole organisation, as we allow users to self serve via the CCDA because they do not have administrator rights, and when the version is reinstalled from CCDA the behaviour reappears.

I look forward to any further suggestions you may have.

[Amal.]

Hi there,

Would you mind collecting the crash/freeze logs as described here https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html and sharing them via any cloud storage? Just upload the log file to the cloud, generate the link, and share that link with us for further investigation.

Regards
Amal

[Ben29508100r085]

Hi 

Please find dump file here

https://www.transfernow.net/dl/20230425oxLTBkse 

Regards

[Amal.]

Hi @Ben29508100r085 

Thanks for sharing the logs, I have shared them with the engineering team for review, will share the update as soon as we hear anything.

Thanks for your time and patience.

Regards

Amal

[Ben29508100r085]

Hi Amal

Its been over two weeks and i wonder if the engineering team have had any juck with this?

Regards

[Amal.]

Hi @Ben29508100r085 

I hope this message finds you well. I apologize for the inconvenience. It seems that the previously shared log link has expired, and our engineering team is unable to access the necessary information.

I kindly request your assistance in providing the logs again, as they are crucial for us to investigate and address the issue. Your cooperation would greatly help us move forward with resolving the matter promptly.

We greatly appreciate your support in resolving this issue.

Regards

Amal

[R28248666ysyu]

i have the exact same issue

[DAVID26445924iw7r]

I also have exactly the same issue.

David Halliday

[Amal.]

Hi there,

Would you mind sharing the earlier requested logs for further investigation?

~Amal

[Dylan30898856gdh3]

I'm having the same issue, this looks like an Adobe problem and not client end. 

@Amal. please can you ask engineers to make this a priority

[digirage]

Me too 😞 across 190 machine, on 2 domains 

[Ben29508100r085]

Hi @Amal. 

As before the file here will be available for 7 days, could you please ensure you have taken a copy prior to it expiring as i do not wish to have to gather the logs for a third time.

https://www.transfernow.net/dl/20230706Ag47FaHR

[Amal.]

Hi there,

Thanks for sharing the fresh logs, i have shared them with the engineering team for review, will share the update as soon as we get any information.

Thanks for your time and patience

~Amal

[Jonathan31196057cazk]

Hello. I too am having this issue. Is there a fix for this as of yet?

[Amal.]

Hi there

The issue is reported to the engineering team for review and being worked upon.

The fix will be available in the future updates.

Thanks for your time and patience.

~Amal

[Christie23208286128i]

Hi @Amal. is there any further update on this - I have installed the latest version of acrobat yet this issue is still persisting, i have also uninsalled and reinstalled multiple times and run a repair but still no joy. 

Many thanks 

[Ben29508100r085]

Its been over 3 months since the original logs were provided, could you please provide some information on timescales, rather than "in future updates"

[Amal.]

Hi there

Our engineering team is actively working on this issue and needs some more info.

Would you mind sharing the screenshot of 'Computer\HKEY_CURRENT_USER\SOFTWARE\Adobe\CommonFiles\CRLog': this contains the GUID for further investigation

~Amal

[Ben29508100r085]

b1c84167-7102-412b-9143-903cb2ce14b7

[Ben29508100r085]

[Christie23208286128i]

[Christie23208286128i]

Hi @Amal. could you please reply an update for the above? there are others in the organisation also facing this issue. 

Many thanks

[Amal.]

Hi there

This issue is till under investigation and being worked upon.

The fix will be available in the future updates.

Thanks for your time and patience

Regards

Amal