Acrobat Pro DC Constantly Freezing

New Here ,
Feb 08, 2021 Feb 08, 2021

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Hi all! I have been having an issue with Adobe Acrobat Pro DC for the past month or so. It is constantly freezing and barely useable. As soon as I open the program by itself, it works for around 5 seconds and then freezes for a minute, then works again for a few seconds to a minute, and then freezes again. Same with opening any of my PDFs. It's just constantly freezing for minutes at a time making it very difficult to use the app. 

 

It is running version 2020.013.20014 (most up to date according to my creative cloud app), I have done a clean install already as some of the help documents have suggested, but it's still hanging up. Quite sure my apps are not set to auto-update, and I've had Acrobat functioning for years properly on my pc and all of a sudden just constant freezing (doesn't actually crash technically) within the past month or two. Anyone run into similar issues or have a potential solution? Thank you!

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Crash or freeze , General troubleshooting

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Adobe Employee ,
Feb 08, 2021 Feb 08, 2021

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Hi there

 

Hope you are doing well and sorry for the trouble. As described the application is freezing frequently

 

Is this a behavior with a particular PDF file or with all the PDFs? Please try to open a different PDF file and check. Also, if the PDF file is stored on a shared/network computer, please try to download and save it to your computer first and then try to open it and check.

 

Please try to repiar the installation (Windows Only) and reboot the computer once. Go to Help > Repair Installation. Also, the version 20.13.20064 is not the latest version. Please try to update the application manually using the patch here : https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/index.html

 

If it still doesn't work, please try to turn off the protected mode for testing (Windows Only) Go to Edit > Preferences > Enhanced Security > Uncheck 'Enable Protected mode at start up' , Turn Off the Protected mode  and uncheck 'Enhanced Security' > Click OK and reboot the computer.

Note: Please turn on the security after testing to avoid security risks.

 

If it still doesn't work, please try to reset the Acrobat preferences to default as described in the help page: https://community.adobe.com/t5/acrobat/how-to-reset-acrobat-preference-settings-to-default/td-p/4792...

 

You may also try to create a new test user profile with full admin rights in Windows or enable the root account in Mac and try using the application there and check.

 

Also you may try the steps suggested in the help pages listed below and see if that helps

- For Windows https://helpx.adobe.com/x-productkb/global/troubleshoot-system-errors-freezes-windows.html

- For Mac https://helpx.adobe.com/in/x-productkb/global/troubleshoot-system-errors-freezes-mac.html

 

Regards

Amal

 

 

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New Here ,
Feb 22, 2021 Feb 22, 2021

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Hi there!

Thank you so much for your response, I appreciate it! (apologies for the delayed answered)

 

So I did try the repair solution and also manually installing the latest patch, with unfortunately no help. I did however notice though now that with no documents open and just on the home screen, every time the program repeatedly hangs up, it loads a new image thumbnail for one of the PDFs in the "Recent" list. Since there were about 50 or so documents in that list, it would explain the freezes every minute if it's trying to pull one thumbnail each at time. A lot of the documents are being accessed through a dropbox account, even the files I'm accessing are still stored locally, I guess acrobat is still trying to pull the latest version of the file causing it to hang up. Is there a way to disable the recent files list? or better yet a way to disable the thumbnail previews for each recent file?

 

Thank you for any help! 🙂 

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Adobe Employee ,
Feb 22, 2021 Feb 22, 2021

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Hi there,

 

To disable the recent file list please check the steps shared in the correct answer here: https://community.adobe.com/t5/acrobat-reader/disable-recent-files/m-p/8077347 

 

Hope it will help.

 

Regards

Amal

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New Here ,
Jan 18, 2022 Jan 18, 2022

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Amal,

I do not know who you are or even if you are with adobe but, I am having the same problem as the person you provided the above advice.  frankly, I am somewhat discussded with the product as it now seems to suck but, I do not know another work arouond,

 

I have used the product for years with no problems.  I am a privat user who needs to read and send PDFs, not a high tech user that has hours to sit and play with to learn the now multipul programs with the creative cloud.  in the past, Acrobat reader worked so well, I want it back.

 

Yesterday I uninstalled Adobe DC and erinstalled it; it seemed to work fine but, I feared closing the creative cloud so I let it sit in the task bar all day.  I was able to view PDFs all day.  This morning however, the Adobe DC is again freezing or, should I say frozen and it loads and then stops working.  Oh, did I mention that I use an enlargment sdcreenreader?m?  I use Zoomtext, another program I have been using for many years.  I need some assistance in repairing this this program please.

 

Mike 

 

 

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New Here ,
May 06, 2022 May 06, 2022

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Same problem. I have been wrestling with this issue for months and have had no luck with any of the suggestions no matter what. Please help Adobe. The app is reallyt unuseable the way it constantly freezes. I cant get any work done.

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New Here ,
Jan 17, 2022 Jan 17, 2022

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same exact problem. have tried all steps to no avail

 

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Adobe Employee ,
Jan 18, 2022 Jan 18, 2022

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Hi there

 

Hope you are doing well and sorry to hear that.

 

Would you mind sharing the version of the Acrobat/Reader DC you are using? To check the version go to Help > About Acrobat and make sure you have the recent version 21.11.20039 installed. Go to Help > Check for updates and reboot the computer once.

 

Also, please go through the help pages listed below and see if that helps:

https://helpx.adobe.com/acrobat/kb/acrobat-dc-crashes-on-windows-os.html

https://helpx.adobe.com/x-productkb/global/troubleshoot-system-errors-freezes-mac.html

 

Regards

Amal

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New Here ,
Jan 18, 2022 Jan 18, 2022

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[image: image.png]

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Adobe Employee ,
Jan 18, 2022 Jan 18, 2022

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Hi there

 

We are unable to see the image you have attached.

 

Regards

Amal

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New Here ,
Jan 18, 2022 Jan 18, 2022

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i have version 2021.011.20039
windows 7

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Community Beginner ,
Jan 18, 2022 Jan 18, 2022

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    [website link removed by moderator]  

 

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New Here ,
Jan 18, 2022 Jan 18, 2022

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i didnt' get a response

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Community Beginner ,
May 01, 2022 May 01, 2022

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Same problem here. It's dreadful. I keep it always up to date, it's not the pdf file as I use different files. 

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Adobe Employee ,
May 09, 2022 May 09, 2022

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Hi there

 

We are sorry to hear that.

 

Please go through the help pages listed below and see if that works for you.

https://helpx.adobe.com/x-productkb/global/troubleshoot-system-errors-freezes-mac.html

https://helpx.adobe.com/x-productkb/global/troubleshoot-system-errors-freezes-windows.html

 

Regards

Amal

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Community Beginner ,
Jul 12, 2022 Jul 12, 2022

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I have had the same problem for a month and it's killing my workflow.  Sending victims to a generic Adobe bug fix page for all apps is not ok.  This bug has been around (on and off) for several years and Adobe should be right on it - not fobbing us off to a page that could take hours to work through and do who-knows-what to our OS and other apps.

 

Please please please please please can you give us some value for money and provide a solid fix for this?  Please. You're hurting my business.

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Adobe Employee ,
Jul 12, 2022 Jul 12, 2022

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Hi William,

 

Hope you are doing well and sorry to hear that.

 

Would you mind sharing the version of the Acrobat DC and the OS you are using? To check the version of the application go to Help > About Acrobat and make sure you have the recent version 22.1.20142 installed. Go to Help > Check for updates and reboot the computer once.

 

What is the workflow/steps you are doing that lead to application freezing? A small video recording of the same would be very helpful.

 

Also, please collect the Adobe CC logs https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html , Procmon logs (Win Only) https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html and share them via document cloud link https://acrobat.adobe.com/link/home/ so that we can isolate the issue for the fix.

 

Regards

Amal

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Community Beginner ,
Jul 12, 2022 Jul 12, 2022

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Thanks for your quick response Amal.

 

I'm on Windows 10 Pro.  Version 21H2, OS build 19044.1766, Windows Feature Experience Pack 120.2212.4180.0

 

My Acrobat DC Pro is 22.1.20142 (64 bit), which I installed fresh a week ago (but it didn't fix the problem).  I did just check for updates and install the 22.1.20169 release, but the problem is still there - it still hangs even when I open Acrobat from the desktop shortcut (i.e. I'm not even opening a PDF).

 

Detail: whenever I double-click a PDF and it opens in Acrobat, about 5 seconds after opening, it becomes unresponsive for 8-12 seconds.  Sometimes when the responsiveness comes back, it then behaves, but more often (like 90% of the time) it then randomly freezes for 8-12 seconds as I scroll down a document, or zoom in, or click a top-menu text, or do anything with the top menu. Sometimes when I've had a PDF open for a long time it stops randomly hanging.  It doesn't seem to matter whether the PDF is text-heavy, lineart-only, or what was used to Produce the PDF.

 

I've noticed that the update I just did seems to have solved the randomness of the hanging - it now only hangs a couple of times on startup or on opening a document, and then behaves after that... for now!

 

I've downloaded the Log Collector and uploaded the logs via the Log Collector App and the page at https://acrobat.adobe.com/link/home/

 

 

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