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Adobe Acrobat DC Pro version 2024.002.20736 64-bit freezing and or continuous clocking

New Here ,
May 13, 2024 May 13, 2024

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In the last 3 weeks May 01, 2024 to present; we have been experiencing the opening of documents in Adobe Acrobat DC Pro version 2024.002.20736 64-bit. This is relevant to about 100 users on the Paid Pro Version.

Any documents that are in Outlook and or even saved,  have had the same issue.

We have also tried to right click and OPEN AS --> Adobe Acrobat

Has anyone else had this same issue? We would sure appreciate an resolutions.

We have tried updates as well as unistalls and reinstalls.

 

TOPICS
Crash or freeze , PDF , PDF forms

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Adobe Employee ,
May 13, 2024 May 13, 2024

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Hi @JosephOSI 

We are sorry to hear that. 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

 

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New Here ,
May 14, 2024 May 14, 2024

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The same issue for us started in May, affecting the majority of Acrobat users on Windows 10 and 11.

 

After a cold boot, Acrobat opens normally. However, when users open Acrobat by clicking on Outlook attachments, work for a while, and then close Acrobat, the Adobe Updater silently starts as the background process and then fails. Acrobat is not willing to re-open until the Adobe Updater times out and rolls back to the current version after several minutes. Users also often see their Acrobat UI hanging every few seconds after update fails.

 

In the error logs, we see 'Error 1328.Error applying patch to file C:\Program Files\ Adobe\Acrobat DC\Acrobat\x86\AcroCloudConnect.dll'

I believe AcroCloudConnect.dll is associated with Outlook, so my suspicion is that Acrobat is failing to update when users have Outlook opened, then it disables Acrobat while Updater is silently awaiting Outlook to be closed. Most users will keep the Outlook desktop app open all the time and there is no dialog box asking user to close Outlook, so it is a very annoying issue.

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Adobe Employee ,
May 16, 2024 May 16, 2024

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Hi @n5c78 

 

Hope you are doing well.

 

The issue has been addressed with the latest release (24.02.20759).  Please retry the patch update. Additionally, you may need to run the patch twice if you encounter an error and abort it on first attempt.

 

Let us know how it goes.

 

~Amal

 

 

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