Participant

Question

Acrobat Pro DC becomes unresponsive on launch

Forum|Forum|7 years ago
January 9, 2019
13 replies
12919 views

Adobe Reader DC becomes unresponsive for about 10 seconds on launch, a few seconds after opening.

-Occurs with or without a file open

-Files can be opened and closed without issue, it only occurs on first launch of program

-Will display (Not Responding) in title bar if I click inside the program while it's not responsive

-Issue is happening on several computers in my network, all running Windows 10 1803

-Unsure when the issue began happening

Version 2019.010.20069.49826

Troubleshooting steps:

Bypassed firewall by connecting computer directly to modem

Cleared recent documents list

Set Documents in recently used list: 0

Disabled both 'Show online storage' options

Disabled 'Show me messages when I launch Adobe Acrobat'

Disabled 'Tell me if Adobe Acrobat is not my default PDF application'

Disabled Sync preferences across devices and document services

Disabled 'Enable Enhanced Security'

Disabled 'Automatically install updates'

Deleted preferences folder

Performed Repair installation

Sign out / in Adobe account

Seems to become unresponsive when the silhouette icon in the upper right corner of the window changes from gray to the blue splotch that is my "profile picture".

How can I isolate what operation the program is trying to perform at the time it's unresponsive?

General troubleshooting

This topic has been closed for replies.

AnandSri

Community Manager

Hello URBE

Thank you for sharing the update. The latest patch of Acrobat and Reader is available with performance fixups. Please install the latest patch form help menu>select check for updates.

Reboot the machine after updating Acrobat/Reader.

For Update information, you may go through DC Release Notes — Release Notes for Acrobat DC Products

Thanks,

Anand Sri.

URBE

Participant

With the version 2019.012.20034 it seems to be fixed with me.

nunos9584976

Participant

Hello everyone,

I just deactivate the "Enable Protected Mode at startup" and now Adobe is working normal, take less than a second to open

shawnk34311883

Participant

I don't have that option in my Security (enhanced)

AnandSri

Community Manager

Hi All,

Thanks for your time and patience thus far, the new update of Acrobat and Reader is available

19.010.20099 Planned update, April 09, 2019

Please install the latest patch from help menu of Acrobat>select check for updates, reboot the machine and check.

You may also install the updates manually from DC Release Notes — Release Notes for Acrobat DC Products

let us know if you still experience any issue.

Thanks.

Anand Sri.

O

owenp_loc

Participant

Hi

I am on Adobe Pro DC 19.010.20099 and have the same irritating problem. Seems to have started a few weeks/months ago. I also now have some strange window appearing on load-up that flashes on screen (almost looks like a cmd or DOS window) then disappears on load. I can immediately scroll down on a PDF but then it freezes for a number of seconds. It feels to me like the app is busy doing something else and interestingly if you watch it when it comes back after losing responsiveness, when it comes back it then immediately identifies your plan "Your Current plan is Creative Cloud".

SO, Adobe, my guess is you are busy going off and checking licencing. Fully get you need to do this but can you please program it so it does it in the background!!! Hundred of 10 seconds out of the day is frustrating a lot of people and costing people time and so money!

its59159286

Participant

Hello,

Any update on this one? If I delete the Adobe folders under AppData per above it works 100% but if I then have the user input username and password I am back into the same spot.

Every PDF seems to hang for 10 seconds at startup.

Looking for more suggestions

bkimball90

Participant

I was also able to sort it out by uninstalling Acrobat and running the Acrobat Cleanup tool from Adobe. Once reinstalled, the issue was no longer present. I didn't know that tool was available but I'm keeping it around for future use! Thanks all!

A

Anonymous

Hello, any news about this? We have the same problem.

josepht22945670

Participant

I was able to resolve the problem for my user by deleting the app data folders under local and roaming. Once you reopen the application, it rebuilds those folders and won’t freeze on you.

Regards,

Joseph Trepanier

A

Anonymous

Thanks Josepht22945670! It seems to work.

Regards.

bkimball90

Participant

Same issue here for a user with Windows 10 and Acrobat Pro. Not responsive for 10-15 seconds then everything starts working. Hopefully, someone figures this out sooner than later.

bkimball90

Participant

So now I have a second user reporting this issue. It sure would be nice if anyone had an idea or fix for this issue!

H

HeilyA

Participant

Same issue as described by OP, running on windows 10.

~graffiti

Legend

Since this seems to be starting back up again, time to move it to the Acrobat forum.

softwarel97440080

Participant

Hello,

We are also running into this issue. Acrobat hangs on startup for about 10 seconds + the user icon turns into a blue pie logo after the app comes back. Please keep us posted if you were able to figure this out. Thank you!

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