Known Participant

Question

Acrobat Pro DC extreme lag on macOS Monterey

Forum|Forum|3 years ago
August 18, 2022
3 replies
10656 views

Hi!

I'm using Adobe Acrobat Pro DC Version 2022.002.20191 on macOS Version 12.2.1

The app is extremely laggy when resizing, scrolling, or editing documents. It makes Acrobat barely usable.

I've contacted Adobe support a couple of times and was told to reinstall but to no avail, lag still persists and support couldn't find a solution.

Wanted to give it another shot, maybe somebody knows how to fix this?

Thanks

This topic has been closed for replies.

V

Vinod Dobhal

Adobe Employee

Hi @Mortimer-Greg23529212yop7,

Could you please provide us with sample of the process to investigate the issue? The process to generate logs is provided below:

Keep the sampling interval to 1 ms and duration more than 50-60 secs. The current sample has the sampling interval as 10ms and duration as 10s.You can ask them to follow the below procedure to take the sample:e.g.
$ sample -wait Acrobat -file <any suitable folder on machine> 300 1/*
* Enter the command before launching Acrobat.
* The command will wait for a process named ‘Acrobat’.
* 300: The Process will be sampled for 300secs (5 mins)
* 1 : The Process will be sampled every 1ms
*/

Thanks,

Vinod

M

Mortimer-Greg23529212yop7Author

Known Participant

Hi Vinod,

thank you for your message.

I tried this out yesterday and will do it thoroughly today.

However when using the "-file <folder path>" command, it tells me, that it couldn't write the log to the destination.

Shall I let it write the log into a .txt file? And do I just upload it here when it's done?

Thank you very much

V

Vinod Dobhal

Adobe Employee

Do you have appropriate permissions on the folder?

M

Mortimer-Greg23529212yop7Author

Known Participant

Hello! Is anybody from Adobe Support here to help with this issue?

It would be greatly appreciated! Please let me know, should you need more info to deal with this.

Many thanks!

AkanchhaS8194121

Legend

Sorry for the delay in response. Thanks for trying out the suggestion.

Please collect the Adobe CC logs https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html and share them via document cloud as explained here https://helpx.adobe.com/document-cloud/help/sharing-pdfs.html

Thanks,

Akanchha

M

Mortimer-Greg23529212yop7Author

Known Participant

Hi Akanchha,

thanks for your reply!

I managed to generate a .zxp log file. However, I'm not sure how to share it. The link you sent me gives a guide for sharing PDFs. When I try to upload the log file into my document cloud it tells me that the file isn't supported.

Can't attach it here either because it's too big..

Am I missing something?

Thanks

AkanchhaS8194121

Legend

Hi,

Sorry to hear about the trouble caused.

I've contacted Adobe support a couple of times and was told to reinstall but to no avail, lag still persists and support couldn't find a solution.

As mentioned above, the uninstall-reinstall fix did not help to solve the issue.

Hence, we're going to give it a try with the following steps:

1- Navigate to Adobe Acrobat>Preferences>Security (Enhanced)>disable "Protected View" and "Enhanced Security">OK>close and reopen Acrobat

Note: these changes are only for testing purposes. Once tested, please change it back to the previous setting.

2- Even after changing the security settings, you still do not see any performance improvement. Then, try then reset Acrobat preferences.

Let us know the result.

Thanks,

Akanchha

M

Mortimer-Greg23529212yop7Author

Known Participant

Hello Akanchha,

thanks for your reply. Tried both tips both didn't work, unfortunately.

1. I can't disable "Protected View", don't have the option, please see attached screenshot

2. Resetting Acrobat preferences didn't change anything either

Any more tips? Thanks!

Sign up

To post, reply, or follow discussions, please sign in with your Adobe ID.

Sign in to Adobe Community

To post, reply, or follow discussions, please sign in with your Adobe ID.

Scanning file for viruses.

This file cannot be downloaded