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Angelic_Raindrop7976
New Participant
February 12, 2025
Question

Acrobat standard memory leak on multiple devices in organisation

  • February 12, 2025
  • 3 replies
  • 2091 views

We are having an issue with multiple users on multiple machines accross our organisation.

As we are unable to determine what triggers this issue nor able to reproduce, i come for advice. 

 

Observations :

- Computer freezes/crashes. Windows eventlog shows resource exhaustion events. In these events Acrobat.exe uses 58 to 60 gb of memory. This amount makes sense as devices have 500gb harddrives and 16gb of ram.

- Only happens for Acrobat standard users, not reader users.

 

- This happens for multiple users on multiple machines. One user had the issue, got a freshly installed machine, had the issue again, got a freshly installed machine again, had the issue still.

- Versions on which this occurs : 2024.005.20392 , 2024.005.20399

- Users are on hp hardware (elitebook 650 g9 & g10). Windows 11 enterprise 22h2 version 22621.4751

- Users report this happening when they are working on VPN. Happens 20-30 minutes after system boot.

- Hard reboot seems to solve this issue. Even though user is still on VPN afterwards, the memory leak does not appear anymore for the rest of the day.

 

Does anyone have any idea ?

3 replies

M
michael_2038
New Participant
May 6, 2025

We are having an exact same issue - Lenovo Thinkpad laptop though, Windows 11 24H2 Enterpise, latest Adobe version - happens 20-30 minutes after boot, Adobe suddenly uses 80GB+ of memory and then the whole OS crashes with a hang or BSOD. I see this Event ID 2004 Resource Exhastion a minute before the crash and Adobe is implicated.

I contacted Adobe and opened a support case but they said that no one reported this issue yet.

@resourceful_Mischief4743 @Angelic_Raindrop7976  You should open support cases with them (they advised to do so), so that they create a bug for this - they need multiple reports of this issue before they do it. Thanks a lot.

K
keith_2020
New Participant
May 7, 2025

Confirming the same issue in our Company.. reports from over 6 months ago. Windows 23h2 / 24h2. Case number E-001492887 was raised.
Support informed to disable the enable protected mode at startup and enable enhanced security. 
We have noticed that we need to disable these security options AND also Collaboration Sync from starting up in order for the systems to remain stable. A workaround, not a solution though.




R
resourceful_Mischief4743
New Participant
March 10, 2025

Did you ever get a fix for this? My organization has been dealing with this as well and we have yet to identify the issue.

We have been keeping everything as up to date as possible and just use the base application with no plugins. Just can't identify what is causing the crash

    R
    resourceful_Mischief4743
    New Participant
    April 11, 2025

    We believe we fixed this issue btw. It appears that AdobeCollabSync.exe was likely causing the crashing. It would open several process on startup/login. We didn't need the .exe in our organization so we created a baseline in MS Config Manager to detect and delete the .exe from all devices. Once we did that we dropped from 60-70 PCs crashing a week down to 1-2 and it was because they hadn't run the baseline. 

    S_S
    Community Manager
    S_SCommunity Manager
    Community Manager
    April 25, 2025

    Hi @resourceful_Mischief4743,

     

    Hope you are doing well.

     

    Glad to know that you were able to make it work.

     

    Would you mind letting us know if you or any of the users experience similar issues with the latest version (2025.001.20458)?

    We made significant stability and performance enhancements with the release. Info available here: https://adobe.ly/44aJ8yq.

     

    Look forward to hearing from you.


    Regards,
    Souvik.

      creative explorer
      creative explorer
      Community Expert
      March 8, 2025

      @Angelic_Raindrop7976  Since this issue persists across multiple machines and fresh installations, it's likely a bug within Acrobat itself or a conflict with a specific system component. As a first step, ensure Acrobat Standard and all related components are updated to their latest versions. If the problem continues, try disabling any third-party plugins or extensions within Acrobat that might be contributing to the memory leak. Additionally, review your users' workflows and document types to identify any patterns or specific actions that might trigger the issue.

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