Acrobat Pro crashes or hangs when opening large 3d drawings

[DeadCritter]

I'm using Arobat Pro ver 2023.006.20360 64-bit with these settings:

OS Name: Microsoft Windows 10 Pro

Installed Physical Memory (RAM): 32.0 GB

Processor: Intel(R) Core(TM) i7-8700 CPU @ 3.20GHz, 3192 Mhz, 6 Core(s), 12 Logical Processor(s)

Adapter Description: AMD Radeon RX 550

Unable to provide screen shot of drawing due to regulatory restrictions. Sorry.

When I try to open large (106 MB.) 3D PDF's it takes 5 minutes or so to render the drawing (if it renders at all). Often it will just crash.  If it does render, it's extremely laggy then crashes when trying to rotate the drawing or even just navigate from page to page.

We are experiencing this issue on all computers whether they are running Acrobat Pro or Adobe Reader DC. The machines running Reader DC are using the 32-bit version in order to set DirectX 9. That helps with the smaller drawings but the larger ones are just un useable.

Is there any fix for this? It seems to be very common however I've yet to find anything that works.

[Amal.]

Hi @DeadCritter 

Hope you are doing well and thanks for reaching out.

As you have the most recent version of the application and still experiencing this issue. Would you mind collecting the Crash/freeze logs 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 and generate the link and share that link with us for further investigation.

Regards
Amal

[DeadCritter]

Thanks Amal.

I tried to get it to crash but all I can get is the program hanging. When i open the file it takes about 3 minutes or so and it looks like this while im waiting.

If I wait long enough, the drawing will display however as soon as i click anywhere i get this.

I'll click "Wait for the program to respond" and it will come back after a minute or so then as soon as i click on something again I will get the same pop up.

When i check the dump file there is nothing in there from Adobe Acrobat.

[Darkerkat]

Hi Amal, I'm having a similar issue. Acrobat Freezes until i have to give up/close it out

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. 

OS Name: Microsoft Windows 10 Pro

Installed Physical Memory (RAM): 64.0 GB

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

Acrobat Version 23.0 - 64bit

Crash logs

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

[Amal.]

Hi there

Sorry to keep you waiting. Please update the application to the new version 23.06.20380. Go to Help > Check for updates and reboot the computer once and see if that works.

If it still doesn't work we would need the fresh logs to further investigate the issue for the fix.

~Amal