Acrobat Pro showing never ending loading box

[Cope123456]

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.

[Amal. · Accepted solution]

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

[Weenyone · Accepted solution]

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

[Amal. · Accepted solution]

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

[Amal. · Accepted solution]

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

[Amal. · Accepted solution]

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

[Weenyone]

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 🙂

[Cope123456]

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.

[Cope123456]

Hello Amal,

Its there any update on this issue?

[Amal.]

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

[Weenyone · Accepted solution]

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

[Christie23208286128i]

Hi Any updates on this? @Amal. 

Thanks

[Amal. · Accepted solution]

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

[Amal. · Accepted solution]

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

[jonathanr81440335]

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

[Amal. · Accepted solution]

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

[viviang24768716]

Hello, 

Thanks for replying but I've been trying all the above instructions and nothing is working. It's very frustating as I can't open any PDF files as it keeps loading. I urgently need help as this is affecting my workload on a daily basis.

I would highly appreciate a response and further guidance, please. 

Many thanks 

Kind regards

[TheLadyDysis]

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.]

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

[TheLadyDysis]

Hi Amal - Thanks for your kind reply.

I have learned something - If I install Acrobat via Creative Cloud App, this problem happens.

If I use the stand alone downloader (easy Google search helped find it) it seems to work and the "Welcome to Acrobat" screen successfully loads AND only seemed to have come up once (for those who are seeing that screen endlessly).

I am going to be using Acrobat a lot over the next few weeks, so I will see if this holds.  If not, I will report back here.

[Amal.]

Sure, let us know how it goes.

~Amal