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Adobe Acrobat Freezing constantly.

Forum|Forum|2 years ago
December 19, 2023
44 replies
195568 views

Over the last few days, everytime I and a few other Adobe Acrobat users just open the app, it hangs and we need to wait for it to respond. Sometimes it works, but it is unpredictable. This was not an issue last week. I have updated to the newest version via updates yet it still happens. I paused virus scanning w/o any improvement.

I also tried to disable enhanded security and protected mode, but that does not seem to help either.

Do you have any suggestions, this is quite annoying.

General troubleshooting

Correct answer johhnyd68650275

Hi all! In case my experience could help anyone:

I also got this "white square" with "spinning circle" which made Adobe Acrobat Reader DC hang/freeze. But, here we are talking about the application beeing published in an on-prem Citrix site, as a "seamless application", and also using the 32-bit Norwegian version, running on Windows Server 2019. In addition, it's packaged as an AppV-application, not locally installed. Nevertheless we have been running this setup for quite some time, and only this last week (from after April 1st) the issue has occured.

What seems to fix it in our case is adding the following registry setting via GP Preferences:

Key: HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Adobe\Acrobat Reader\DC\FeatureLockdown

Value: bWhatsNewExp

Data: 0x1 (DWORD)

From Adobe:

This feature was phased in incrementally over 2022. When enabled, the default user on first launch will see a What's New screen as well as a See new features notication. These UI items appear once. Possible values include:

0: Enable the What's New experience.
1: Disable.

So, after disabling it (= setting the value to 1) the problem disappeared!

Show previous replies

I

IT02u4ijfdfa

Participant

We're having the exact same issue - dozens of reports. I've gotten some prelimary information that the issues may have some correlation with Outlook being open - possibly the Actrobat Outlook plugin?

N

Nicky265666147l7y

Participant

I totally just closed out Outlook and it worked!

M

maryanns96133176

Participant

Same problem here and same troubleshooting steps. Happening on a good few of our users.

D

douglas34384451zb7p

Participant

happening to me too, just started this week

C

Care34356916gpi2

Participant

I am having the same problem and even uninstalled and reinstalled the program. Would really like a fix for this ASAP.

J

jasen berry

Participant

happening to me too

Amal.

Community Manager

Hi there

Hope you are doing well and thanks for reaching out.

Would you mind sharing the steps you are doing to when the application freezes? A small video recording of the same would be very helpful for more clarity?

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 24.01.206XX 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-default/td-p/4792082

If it still doesn't work, 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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