Acrobat Search Feature is severely slow

[youngjedi]

Hello,

Thanks for any guidance on this issue.

We have four computers that search within a specific PDF. There are issues with two of these computers doing the search within this PDF. All four computers are exactly the same. They all have Windows 10 21H2 and are all have the latest Windows Updates. All four have Acrobat Pro DC 64 Bit and I have verified that all 4 have 23.001.20143.

The PDF has 5934 pages but is only 7.37 MB in size. The PDF has OCR recognition.

All 4 computers are Windows 10 21H2 and are using Acrobat DC 64 Bit.

What I have tried;

1. Updating to the latest updates of Acrobat Pro DC.

2. Uninstalling and reinstalling Acrobat Pro DC (with a running the cleaner and a reboot in between)

3. Making sure that we were using Fast Find and Purge Cache Contents

4. Turned off Cloud Based Search

5. Logging into system with account that has not been on the computer previously. After one fast search of the document, all consecutive searches run slow of the search of the exact same file.

6. Deleting the Adobe profile folders for Acrobat Pro DC - this allows one very quick search of the file and then it runs slow when searching the file again

7. Embedded Index the document. This stalls out at 14%.

8. Reimaging one of the laptops

I am at a loss to what is causing this issue. The two that have no issues are set with the same default settings as the other two systems.

Thanks, 

John

[Amal.]

Hi @youngjedi 

Hope you are doing well and sorry to hear that. 

As you have tried most of the troubleshooting steps with no luck, 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 share them via any cloud storage. Just upload the log file to the cloud, generate the link, and share that link with us for further investigation.

Regards
Amal

[youngjedi]

Hi Amal,

I am trying to share the log files but am having issues with both Google
Drive sharing and with uploading some of the files to Dropbox.

Can you provide a suggestion for a cloud source to use?

Thank you,


*John MartheSenior

[P.I removed by Moderator]

[youngjedi]

Here is the link to the log files:

https://www.dropbox.com/s/vbwtt55a8kejult/Acrobat%20Logs.zip?dl=0

[Amal.]

Hi there

Thanks for sharing the logs, as described the issue is with two out of four computers, would you mind creating a new test user profile with full admin rights in Win  and try using the application there and check.

Also, check for any missing/pending updates for Win OS and see if that works .

Is this an issue with a particular PDF file or with all the PDFs? Please try with a different PDF file and check. Also, share the PDF file in question so that we can check it at our end.

Regards

Amal

[youngjedi]

Hi Amal,

I have already tested it with my own admin account on the computer. It went
fast the first time and then every time after that it went very slow. This
was the same when I blew away the Acrobat profile under Appdata for the
users. The first time it went fast and then every time after that it was
slow.

I cannot confirm with other PDFs since I do not have any remotely close to
the number of pages, but it seems to be fine on other PDFs that are
larger in size.

I have checked that they both are up to date with Windows Updates and
have tried this after the February, March, and April Cumulative Updates for
Windows 10 21H2.

There are two other computers in which I have verified settings, Windows
versions and updates, and Adobe version with updates. They are all the
same. There is no issue with either of these two other computers running
the search on the exact same document. The search feature always runs fast
on the exact same document located in the same place. So there is nothing
of note that I can identify. One of the two problem computers has actually
been reimaged when the issue was discovered and it still has the search
issues.

Thank you,

John MartheSenior

[P.I removed by moderator]

[Amal.]

Hi there

Sorry to keep you waiting. I have shared the logs and other details with the engineering team for review.

Will share more details as soon as I get any information.

Thanks for your time and patience.

Regards

Amal

[Amal.]

Hi @youngjedi 

Thank you for contacting us regarding the issue you are experiencing with the PDF file. Our engineering team has carefully reviewed your case and would greatly appreciate it if you could provide us with the PDF file in question. Having the file will enable us to conduct thorough testing and attempt to reproduce the issue at our end, allowing us to provide you with the most accurate and practical assistance.

Additionally, we recommend checking if the issue persists with the latest version of Acrobat, version 23.01.2017x. To do this, kindly navigate to the "Help" menu and select "Check for updates." If an update is available, please proceed with the installation. After updating, we suggest rebooting your computer to ensure the changes take effect.

We understand that encountering technical difficulties can be frustrating, and we sincerely apologize for any inconvenience this may have caused you. We are committed to resolving this matter promptly and providing you with the best possible solution.

Regards

Amal

[youngjedi]

Hi Amal,

We tried this on the computer. The computer has version 2023..01.20174.

Still just as slow.

Thank you,


*John MartheSenior I**T Deskside Technical Analyst*
[P.I Removed by Moderator]

[Amal.]

Hi @youngjedi 

We are sorry to hear that.  Would you mind sharing the PDF file in question so that we can conduct thorough testing and attempt to reproduce the issue at our end.

Regards

Amal

[youngjedi]

Hi Amal.

I would like to do that, but unfortunately I am not allowed to share this
document. The nature of the pdf will not allow me to make it available. 75%
of the information is PII and other highly sensitive data.

They had tried to recreate the document and that did not help the two
users. The other two users have no issues with searching the pdf.

It is also very critical that they can search these documents at a specific
time of year. It is time sensitive to be able to find what they need and
there is a high demand for searching these pdfs that are created. I am not
sure why there would be an issue with half of the users and not the others.
All 4 computers were imaged at the same time and exactly the same way. All
had the exact same software installed through the same processes. And we
did a reimage to clean up one computer with issues and immediately it had
the same issue, even after we had the latest updates for Acrobat already
installed.

The nature of the pdf would not even allow me to hold a copy of it in my
possession, it would be breaking State and Federal laws. And the tests were
done with the pdf on the network as well as locally on the user's computer.

Thank you,


*John MartheSenior I**T Deskside Technical Analyst*

[P.I Removed by Moderator, please do not share your personal information on public platform]

[Amal.]

Hi @youngjedi 

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 share them via any cloud storage. Just upload the log file to the cloud, generate the link, and share that link with us for further investigation.

Regards
Amal

[youngjedi]

Hi Amal.

Currently my users who are having issues are filling new positions and are
now heavily involved in the hiring processes that are taking up the vast
majority of their time. The hiring process does take a long time within the
State and will minimally put us into mid-June if not into July, the start
of our Fiscal Year.

I noticed that you are requesting that I run the same logs as you had me
run previously. Were these earlier logs not helpful or were you not able to
get to them?

Can we put this on hold until my users are again available?

Are there any other steps in which I can do to get this moving along? I am
going on vacation starting on Thursday and will be back on Monday June 5.

Thank you,


*John MartheSenior

[P.I Removed by Moderator]

[youngjedi]

Hi Amal,

As the time is quickly approaching for our HR team to scan a new PDF document starting in January that contains all W2 forms, they have started testing the scanning of the document to see if there are any more issues. Each of the users have been upgraded to Windows 11 and with all cumulative patches and updates through October 2023. One of the other users is now having the same issues with scanning the document. As I get further information from these end users, I will provide more feedback to you.

The biggest concern is when they do get the new PDF file that this issue persists with the new file.

Since cleaning out the users' profile and having a successful one time scan on the document, I am guessing that each of these users will experience the same issue from the get go. I will clear out the profile and start afresh; but are there any sugggestions that you have when we get to this new PDF? They will get hit hard with calls for W2s that are not received and they can ill afford to not be able to have successful scanning of the PDF.

Thank you, John

[Amal.]

Hi there

We are sorry to hear that. Would you mind sharing a small video recording of the steps you are doing and the issue occurring? Also, share the sample PDF file to check it at our end.

Make sure you have the application updated to version 23.06.20380. Go to Help > Check for updates and reboot the computer once.

~Amal