Acrobat is unresponsive after loading document

[JackD3]

I am running the latest version of Acrobat Pro DC and when I open a file I created using InDesign (a tri-fold brochure) the screen turns grey and I see that Acrobat Pro DC is Unresponsive. The file contains some fairly high-resolution images, but nothing over 3-4 meg each. 

If I let the program sit and wait for a few minutes, the screen will change to normal until I change to the second page where we start all over again with the unresponsive notice. 

I have uninstalled and then reinstalled the app with no noticeable change after the reinstallation.

My computer is no slouch with a 12 core Ryzen processor, 32GB ram, and a very decent video card. I don't have this problem on my Lenovo laptop with the Intel Core 7 processor.

Any suggestions?

[Amal.]

Hi Jack

Hope you are doing well and sorry for the trouble. As described, the application is becoming unresponsive on opening the PDF file and scrolling through the pages.

Is this a behavior with a particular PDF file or with all the PDFs? Please try with a different PDF file and check.

Also go to Edit (Win), Adobe Acrobat (Mac) > Preferences > Page Display > Under rendering , uncheck 'Use page cache' > Click OK and reboot the application and check.

Let us know how it goes.

Regards

Amal

[JackD3]

Hi Amal.

The problem seems to be occurring on some other files as well. Small files are no problem, it is just files with large photo files embedded. This particular file is 15mB If I let Acrobat sit in the unresponsive mode for a long period of  time (2:00 minutes after first opening the file) it will become responsive again. For me to view the document correctly, I must rotate 90 deg clockwise. After selecting rotate the program again becomes unresponsive for an eve longer period of time. (according to the stopwatch the time is 3:02) I have attached a screenshot when Acrobat is unresponsive.

I did try your suggestion about turning off the page cache. I have also turned off the show large images and it doesn’t make a difference. The file is 15Mb, but I have larger files that do not lock up more go into unresponsive mode.

[Amal.]

Hi there

Sorry to keep you waiting. 

Would you mind sharing the version of the Adobe Acrobat DC and the OS you are using?

To check the version go to Help > About Acrobat and make sure you have the latest version 21.07.20095 (Win), 21.07.20096 (Mac) Go to Help > Check for updates and reboot the computer once.

Also, please share the affected PDF file  so that we can try to check it at our end. https://helpx.adobe.com/document-cloud/help/sharing-pdfs.html

Regards

Amal

[JackD3]

The version of Adobe is: Continouos Release Version 2021.007.20095

Operation system below

Edition Windows 10 Pro
Version 21H1
Installed on ‎6/‎7/‎2020
OS build 19043.1237
Experience Windows Feature Experience Pack 120.2212.3530.0

[Amal.]

Hi there

Sorry to keep you waiting. The planned update for Adobe Acrobat/Reader DC version 21.11.20039  is now available. Please update the application from the help menu > Check for updates  and reboot the computer once.

You may also download the patch manually from the link https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/index.html  and see if that works for you.

For more information about the new release please check the help page https://helpx.adobe.com/acrobat/using/whats-new.html

Let us know if you experience any trouble and need more help

Regards

Amal