Acrobat High CPU usage

[elegant_Mercury5F9E]

Hello,

I am having the same issue as many other user here. A process called "Adobe Genuine Software Service (32bit)" and "Adobe Genuine Software Integrity Service" are using 14% CPU  each on every computer startup. These 2 processes seem to be related to the service "AGMService.exe". I am having this issue on 2 computers (one of which is new since last week). I have installed creative cloud and only have Adobe DC installed (installed though the creative cloud app) with a corporate liscence (sign in via corporate SSO). I'm on Windows 10 Enterprise v1909. I have tried the link an admin (username Jeff) provided to find the serial number but the link is old and no longer works. Can somone please send me instructions on how to extract the install logs or find my serial, or help me fix the issue please?

Regards,

Val

[Amal.]

Hi there

Hope you are doing well and sorry for the trouble. As described the Adobe Acrobat application is consuming high CPU usage.

Would you mind sharing the version of the Adobe Acrobat/Reader DC you are using? To check the version go to Help > About Acrobat and make sure you have the latest version installed. Go to Help > Check for updates and reboot the computer once.

Also go to Edit (Windows), Adobe Acrobat (Mac) > Preferences > Page display > Under Rendering, Uncheck 'Use Page Cache' and reboot the application and see if that makes any difference.

Regards

Amal

[elegant_Mercury5F9E]

Hello Amal,

Thank you for your response. Unfortunately this does not work and the problem persists. Do you have any other advice?

Regards,

Val

[Amal.]

Hi there

Hope you are doing well and sorry to hear that. Please try to reboot the computer once and see if that works for you.

You may also try to remove the application using Acrobat Cleaner tool https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html reboot the computer and reinstall the application using the link https://helpx.adobe.com/acrobat/kb/acrobat-dc-downloads.html

Regards

Amal

[elegant_Mercury5F9E]

Hello again,

I have followed the isntructions but still have the issue. This occurs at almost every computer reboot, whether Adobe Acrobat is running or not. Interestingly if I end tasks then hibernate the PC and awaken it, these tasks do not reappear.
Please provide another solution. the 20-30% causes the PC to ventillate heavily.

Regards,

Val

[Amal.]

Hi Val

We are sorry to hear that. Please collect the Adobe CC logs https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html and Procmon logs - Windows Only https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html and share them via document cloud https://helpx.adobe.com/document-cloud/help/sharing-pdfs.html so that we can isolate the issue for the fix.

Regards

Amal

[elegant_Mercury5F9E]

Hello, thank you for your response,

Unfortunately, the sharing link you provided is blocked by my administrator. Is there any other way i can send you the log files? Email?

Also, the creation of the 2 processes happen at launch of Windows (before launching Adobe) so not sure the logs will say much as there is no "event" that triggers the processes to startup.

Regards,

Val