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adobe acrobat dc freezes when password protecting windows 10

New Here ,
Oct 07, 2021 Oct 07, 2021

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When password protecting a pdf the password protect dialog box ("white") freezes on top of a blacked out background of the Adobe Acrobat DC Standard. The only way to resolve is to reboot, and you have to use taskmanager to close the frozen program.

Publisher: Adobe Systems Incorporated, Installed Date: Sep 30, 2021 Size: 6.7 GB Version: 21.007.20095

 Adobe Acrobat DC  Note: When the issue happens the Password Protect is completely whited out. Adobe Password Protect freezes.pngPublisher: Adobe Systems Incorporated, Installed Date: Sep 30, 2021 Size: 6.7 GB Version: 21.007.20095

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Crash or freeze , Edit and convert PDFs , General troubleshooting

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Adobe Employee ,
Oct 07, 2021 Oct 07, 2021

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Hi there

 

Hope you are doing well and sorry for the trouble. As described the application is freezing on applying password protection.

 

Is this a behavior with a particular PDF file or with all the PDFs that you try to password protect. Please try with a different PDF file and check. If the file is stored on a shared network/drive please download it to your computer first and then try again and check.

 

You may also try to reset the Acrobat preferences as described here - https://community.adobe.com/t5/acrobat-discussions/how-to-reset-acrobat-preference-settings-to-defau...

 

Also try to create a new test user profile with full admin rights in Windows and try using the application there and check.

 

Also, please check the steps shared in the help page https://helpx.adobe.com/x-productkb/global/troubleshoot-system-errors-freezes-windows.html

 

Regards

Amal

 

 

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New Here ,
Oct 07, 2021 Oct 07, 2021

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It happens with all PDF's. A reboot typically resolves however not a conveinant way to resolve when you are in the middle of helping a customer who wants to get in aout out quickly. I have uninstalled and reinstalled prob,e still exists. Ran repair and checked for updates. All this started hapening after the latest release on September 14, 2021. Anyway we can roll back or are there any update since?

Publisher: Adobe Systems Incorporated Installed Date: Sep 30, 2021
Size: 6.7 GB Version: 21.007.20095

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Adobe Employee ,
Oct 08, 2021 Oct 08, 2021

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Hi there

 

We are sorry to hear that. I have shared more details with you in private message please check.

 

Regards

Amal

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New Here ,
Nov 03, 2021 Nov 03, 2021

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This is happening to me as well. It doesn't matter which PDF I use. Everything freezes and the dialogue box is all white (see snippet below). In this case, this was my first PDF I tried password protecting today. It is just random when it occurs, mostly after password protecting a couple of PDFs. Please help as it is indeed very annoying to have to restart my computer when I am trying to get the PDF sent out quickly, not to mention having to lock back into the multitude of sites and programs I use for work.

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Adobe Employee ,
Nov 09, 2021 Nov 09, 2021

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Hi there

 

We are sorry to hear that. Please go to Edit > Preferences > General > Uncheck 'Show online storage when opening file' And 'Show online storage when saving file' > Click OK and reboot the computer once and check. 

 

Regards

Amal

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New Here ,
Dec 15, 2021 Dec 15, 2021

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I am still having issues with Adobe freezing when password protecting the PDF. If I reboot the POC it works again for a while however inevitably fails again.

 

When password protecting a pdf the password protect dialog box ("white") freezes on top of a blacked out background of the Adobe Acrobat DC Standard. The only way to resolve is to reboot, and you have to use taskmanager to close the frozen program.

Publisher: Adobe Systems Incorporated, Installed Date: Sep 30, 2021 Size: 6.7 GB Version: 21.007.20095

 Adobe Acrobat DC  Note: When the issue happens the Password Protect is completely whited out. 

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Adobe Employee ,
Dec 16, 2021 Dec 16, 2021

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Hi there

 

We are sorry to hear that. Please collect the Adobe CC logs https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html and Procmon logs - For Windows https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html and share them via document cloud https://helpx.adobe.com/document-cloud/help/sharing-pdfs.html so that we can isolate the issue for the fix.

 

Regards

Amal

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New Here ,
Dec 30, 2021 Dec 30, 2021

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I'm having the same problem. Also with trying to "Save As"

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Adobe Employee ,
Dec 30, 2021 Dec 30, 2021

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Hi there

 

For Save As issue, please go to Edit (Win) > Adobe Acrobat (Mac) > Preferences > General > Uncheck 'Show online storage when saving file' and 'Show online storage when opening file' > Click OK and reboot the computer once.

 

Regards

Amal

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New Here ,
Nov 07, 2023 Nov 07, 2023

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I'm having the same issue. How can this still be not sorted out in 2023?

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New Here ,
Nov 07, 2023 Nov 07, 2023

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This makes no difference

 

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Adobe Employee ,
Nov 09, 2023 Nov 09, 2023

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LATEST

Hi there

 

What is the version of the Acrobat DC you are using? To check the version go to Help > About Acrobat and make sure you have the recent version 23.06.20360 installed. Go to Help > Check for updates and reboot the computer once.

Also try to repair the installation from the help menu (Win Only) and see if that works.

Please try to reset the Acrobat preferences as described here https://community.adobe.com/t5/acrobat-discussions/how-to-reset-acrobat-preference-settings-to-defau...

 

If it still doesn't work, please remove the application using the Acrobat cleaner tool https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html  , reboot the computer once and reinstall the application using the direct link https://helpx.adobe.com/acrobat/kb/acrobat-dc-downloads.html 

 

~Amal

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