Acrobat Pro DC extreme lag on macOS Monterey

New Here ,
Aug 18, 2022 Aug 18, 2022

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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

 

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Crash or freeze , General troubleshooting

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Adobe Employee ,
Aug 18, 2022 Aug 18, 2022

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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

 

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New Here ,
Aug 18, 2022 Aug 18, 2022

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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!

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New Here ,
Aug 22, 2022 Aug 22, 2022

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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!

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Adobe Employee ,
Aug 22, 2022 Aug 22, 2022

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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 

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New Here ,
Aug 23, 2022 Aug 23, 2022

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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

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Adobe Employee ,
Aug 23, 2022 Aug 23, 2022

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Please mention the path of the .zxp file generated.

For e.g AdobeLogs_202xxxxxxxxx.zxp

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New Here ,
Aug 24, 2022 Aug 24, 2022

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AdobeLogs_20220823_180633_798-mac-GS.zxp

 

That's the one.

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Adobe Employee ,
Aug 25, 2022 Aug 25, 2022

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Thanks!

 

We have shared the same with our product team. The team will review and check the same. 

Please wait for the update from them. 

 

~Akanchha

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Adobe Employee ,
Aug 29, 2022 Aug 29, 2022

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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

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New Here ,
Aug 31, 2022 Aug 31, 2022

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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

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Adobe Employee ,
Aug 31, 2022 Aug 31, 2022

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Do you have appropriate permissions on the folder?

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New Here ,
Aug 31, 2022 Aug 31, 2022

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Yes! Please see the error message in the terminal on the screenshot attached.

I can write to a .txt file though if that works.

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Adobe Employee ,
Aug 31, 2022 Aug 31, 2022

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sorry my bad. Pls. read it as $ sample -wait Acrobat -file <file path> 300 1/*

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New Here ,
Aug 31, 2022 Aug 31, 2022

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Hi Vinod,

that is how I read it, still getting the error "Unable to open/create sample file"..
If I put an empty .txt file in there and put that one after "-file", it works and I get a log within the text file.

Please let me know how to proceed. Thanks for all your help!! 

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Adobe Employee ,
Aug 31, 2022 Aug 31, 2022

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Please share the file

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New Here ,
Aug 31, 2022 Aug 31, 2022

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Hi Vinod,

I was able to complete the sample. Please find the log and a screenshot of the terminal attached.

Hope this helps to find a solution..

Best

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Adobe Employee ,
Sep 02, 2022 Sep 02, 2022

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Thanks Greg,

 

Do you see the lag for every document or just one or 2 documents? Can you classify for what type of documents do you see the issue?

 

Thanks,

Vinod

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New Here ,
Sep 07, 2022 Sep 07, 2022

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Hi Vinod,

 

the lag is visible in every type of document. It becomes worse when there are pictures in the pdf, then it stutters when scrolling and takes way too long to load the pictures. This doesn't happen when I open them in preview.
I would like to be able to smoothly scroll through PDFs and not wait for every page to load.

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New Here ,
Sep 12, 2022 Sep 12, 2022

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Hello,

 

any update on this issue? Many thanks.

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New Here ,
Sep 15, 2022 Sep 15, 2022

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LATEST

Good evening,

 

trying my luck again, as this hasn't been fixed yet. Any ideas?

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