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james_3879
Participant
August 30, 2024
Question

Adobe 2020 Pro freezes Microsoft Surface Pro 6

  • August 30, 2024
  • 2 replies
  • 446 views

When opening Adobe Acrobat 2020 Pro the Surface tablet freezes and becomes unresponsive.  The operating system is Windows 11.  I have tried reinstalling and repairing the installation.  I had resource monitor running when it crashed and the CPU usage was 15% and the RAM was 58%.  I have looked through the Event Viewer logs and there are no relevant logs.  This happens at random times while opening the app.

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2 replies

creative explorer
Community Expert
creative explorerCommunity Expert
Community Expert
August 30, 2024

@james_3879 have you thought of upgrading the software? A simple upgrade to the latest and greatest may do the trick most times! 

m
S_S
Community Manager
S_SCommunity Manager
Community Manager
August 30, 2024

Hi @james_3879,

 

Hope you are doing well. Sorry for the experience with Acrobat!

 

Do you see this with every launch? We would like to investigate this further.

Please help us gather the logs from your machine: https://adobe.ly/3AOx7lG. Please make sure Procmon is selected. You can upload logs using this tool and share your Unique log ID with us. 

 

Also, crash dumps from Task Manager and Logs from Event Viewer would help investigate this further.

To learn about to create memory dumps from Task Manager, click here: Task Manager Live Memory Dump - Windows drivers | Microsoft Learn

To know about how to create Event Viewer Logs, click here: Review events and errors using Event Viewer - Microsoft Defender for Endpoint | Microsoft Learn

 

Look forward to hearing from you.


-Souvik

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