Acrobat Pro keeps freezing and hanging

[Alberto Gabri]

Hi all,

This is a cry for help, I'm the IT Manager for an architectural firm.

Some of our users are experiencing a lot of problems with Acrobat Pro, especially when the pdf are complicated drawings(we're an architectural firm after all :D).

The file themselves are not heavy(like less than 5MB).

I've tried basically everything I knew but it keeps happening, basically I did:

-tinkered with various settings(new acrobat/old acrobat, latest version and previous versions etc)

-unistalled and reinstalled Acrobat

-unistalled and reinstalled all apps and the CC, using adobe cleaner and manually cleaning leftovers folder

-changed windows profile

Last weekend I did a clean installation of Windows and all other apps, Acrobat worked like for a couple hours anche then it broke again!

One of the worst cases is one of our directors(the machine I did in the weekend was his), basically he cannot do anything: every time he opens a pdf it works maybe for a couple of pages but then it freezes and hang there forever, it doesn't crash.

I also did a session with the tool Adobe Acrobat Diagnostics and sent the result but I haven't heard back.

The ID is 55189dc7-6b6f-412e-a323-6c16801e6e20

Ah, the specs of the machine in question are

Dell Precision 5490

Intel Core Ultra 7 165H

64GB of RAM

nVidia RTX 2000 Ada

Windows 11 24H2

If you ask me it should be more than enogh to read some pdf....

Please help me

Alberto

[jane-e]

@Alberto Gabri 

I've moved your post from the Adobe Acrobat Reader (which is free)  to the Adobe Forum.

Jane

[S. S]

Hi @Alberto Gabri,

Hope you are doing well. Sorry for the trouble.

You might want to try a few steps:

• Go to Edit > Preferences > Page Display
• Under Rendering, disable:
  • Use 2D Graphics Acceleration
  • Smooth Line Art
  • Enhance Thin Lines
• Restart Acrobat and test.
• Next, go to Edit > Preferences > Security (Enhanced)
• Disable Protected Mode at startup and Enhanced Security
• Restart Acrobat and test.
• Then, go to System Settings > System > Display > Graphics Settings
• Turn off Hardware-accelerated GPU scheduling
• Restart.

If none of this helps, please update the app to the latest version (2024.005.20428). To do so, go to Menu-> Help-> Check for Updates.

If the issue persists on the latest version, please help us gather the logs from your machine: https://adobe.ly/41KXV0V. Please make sure Procmon is selected. You can upload logs using this tool and share your Unique log ID with us. 

Look forward to hearing from you.

Regards,
Souvik.

[Alberto Gabri]

Hello Souvik, 

Thank you very much for your answer!

Somethings of the ones you mentioned I already tried without success before writing here(mainly the security options).

I did try the other suggestion of yours, with some documents it's better but with other it still freezes.

I run the diagnostic tool again and this is the ID: 360cdcea-abd8-4e84-87a6-2c8c438a00b6

(I already did a couple weeks ago but received no feedback with this ID 55189dc7-6b6f-412e-a323-6c16801e6e20)

Hope this can help

Thank you and have a good day

Alberto