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Cope123456
Participant
July 31, 2023
Answered

Acrobat Pro showing never ending loading box

  • July 31, 2023
  • 4 replies
  • 4548 views

On my laptop, when I use the Acrobat Pro desktop app, about 30 seconds after launching it keeps pulling up a dialogue box. The box has an endless loading circle that glitches in and out and the screen behind goes grey. The only way to close out of the application is ending the task in the Task Manager.

 

Has anyone experienced this before and know of any suggestions. This is only happening on my laptop. I have tried logging in to my account from another laptop and it is working fine.

    This topic has been closed for replies.
    Correct answer Amal.

    Hi there

     

    The new version of Acrobat (23.03.20269) is now available to address this issue. Please update the application from the help menu > Check for updates and reboot the computer once.

     

    You may also download the patch manually from the link https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/index.html and see if that works.

     

    Regards

    Amal

    4 replies

    Amal.
    Community Manager
    Amal.Community ManagerCorrect answer
    Community Manager
    August 9, 2023

    Hi there

     

    The new version of Acrobat (23.03.20269) is now available to address this issue. Please update the application from the help menu > Check for updates and reboot the computer once.

     

    You may also download the patch manually from the link https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/index.html and see if that works.

     

    Regards

    Amal

    T
    TheLadyDysis
    Participant
    October 1, 2023

    This just doesn't work.  

    I have unistalled, reinstalled, rebooted, renamed folders, installed the patch etc.  but still just get a small popup that hangs while trying to load... something.  Can't we just disable this popup somehow? 

    Amal.
    Community Manager
    Amal.Community Manager
    Community Manager
    October 2, 2023

    Hi there

    We are sorry to hear that the issue still persists, Would you mind collecting 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 Crash/freeze logs https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html  share them via any cloud storage. Just upload the log file to the cloud and generate the link and share that link with us for further investigation.

    Regards
    Amal

    C
    Christie23208286128i
    Participant
    August 7, 2023

    Hi Any updates on this? @Amal. 

    Thanks

    Amal.
    Community Manager
    Amal.Community Manager
    Community Manager
    August 8, 2023

    Hi there

     

    This issue has been reported to our engineering team and is being worked upon.

    The update will be available with the future updates.

     

    ~Amal

      J
      jonathanr81440335
      Participant
      August 8, 2023

      Seems to be more widespread as a problem than Adobe are prepared to act on. Some feedback would be very helpful. The problem was reported 9 days ago by virtue of this thread

      W
      Weenyone
      Participant
      August 1, 2023

      I get exactly the same thing on both my windows 10 computers

       

       

        Amal.
        Community Manager
        Amal.Community Manager
        Community Manager
        July 31, 2023

        Hi @Cope123456 

         

        Hope you are doing well and thanks for reaching out.

         

        This issue is reported to our engineering team for review. we will share more details as soon as we get more info.

         

        Regards

        Amal

          W
          Weenyone
          Participant
          August 1, 2023

          Hi Amal

          I have only just joined the Adobe support but had just the same issue as you with acrobat.  I found if you change the preference folder it fixes it.  

          Do this:

          • C:\Users[username]\AppData\Roaming\Adobe\Acrobat\DC\Preferences.
          • Move the Preferences folder to another location or rename it as Preferences_old (to serve as a backup).
          • Relaunch Acrobat DC and it will generate a new Preferences folder in the original location.

          GOOD LUCK

          Chris 🙂

          C
          Cope123456Author
          Participant
          August 1, 2023

          I have tried this suggestion and it is not working for me. After relaunching Acrobat DC, it did not regenerate the Preferences folder and still had the same issue with the loading box.

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