Participant

Answered

Adobe Acrobat Freezing constantly.

Forum|Forum|2 years ago
December 19, 2023
44 replies
195700 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

J

JenChapDE

Participant

I am also having this issue and we pay for the pro version....ugh its so frustrating!

T

terrexaccounting

Participant

Me too. I can hardly work with it. It is sooo slow and keeps freezing.

G

gnomedog

Participating Frequently

I checked late yesterday and they have a un update patch available. I don't know why they didn't send out a notification, but ......

Note - I had to close everything down and do a manual download and installation because it wouldn't update with any of the Adobe services running, and trying to update from within the Adobe program keeps them running.

It is better than it was, but still lagging sometimes. Worth installing IMO.

G

gnomedog

Participating Frequently

Well, the update patch seemed to help for one day, now it's worse than before. Freezes and crashes every time I I open or try click on a page inside a doc, or close it. So frustrating. Why can't they fix this? Roll back to a working version if necessary. Had to diable Projected Mode at Startup to use it at all, and this requires extra steps to rename files when I extract. pages.

G

Gretchen33034268oyt2

Participant

We are having the same problems across multiple users on both Pro and Standard.

F

Fbc

Known Participant

Same problem here on both computers with Acrobat lastest version.
Uncheking "Enable Protected Mode at startup" seems to work for us.

S

Scott26155732ejm9

Participant

Seeing this same issue at several clients

C

CorbyB838

Participant

all clients at our office are experiencing this issue. Going to try to disable protected mode. Not thrilled to turn off security features, but I am getting a bunch of complaints.

D

Dianne at Allegra

Inspiring

Same problem. Started happening occasionally a month or so ago and has gotten steadily worse the last 2 weeks. Very Frustrating! Thanks for those who have posted solutions - ADOBE - how about a FIX???

Amal.

Community Manager

Hi there,

I appreciate you reaching out, and I understand that experiencing issues can be frustrating. I'm here to assist you in resolving this matter.

I'm sorry to hear about the trouble you're experiencing. I know technical issues can be inconvenient. However, your cooperation in collecting and sharing the crash/freeze logs will greatly help us in understanding the issue and finding a solution tailored to your situation.

To make this process as smooth as possible for you, please follow the instructions provided in the link (https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html) to collect the necessary logs. Once you've done that, feel free to upload the log file to any cloud storage of your choice (Dropbox, Google Drive, etc.)

After uploading, please generate a shareable link and share it with us. This will enable our team to investigate the issue thoroughly and work towards a fix.

~Amal

R

Rajendra21907769u181

Participant

Hi Amal

I am not sure why you want others to do the job for you. Adobe should have self analysing tools being the biggest mega ssoftware provider. The whole internet is libve with this stupid problem. I am looking for alternate products as Adobe seems to care less for customers. It has been more than a month and you still want to collect data. Have you guys worked out a fix to the freezing problem and where can I find it?

B

Bridget Machaela

Participant

We are all experiencing this issue in my firm. We used Acrobat reguarly for converting, organising, editing and protecting documents and this is really impacting our work times. We have tried all the suggested solutions re protected mode and reinstallations but the problem persists. This needs a quick fix or we will need to look for another solution.

N

Nicholas K

Participant

We've already found another solution, if it's not resolved within 1 month we will be permanently sticking to the alternative

W

woe-is-me

Participant

do tell please

L

Lisa345733857m3m

Participant

Everyone at our company and my daughter's law firm is having this issue. Adobe, you have a real problem that may be related to recent updates on Windows 10 and later with which you are not now compatiable. It is a huge productivity issue. Please address the group regarding when you are going to resolve this issue. I would suggest you send an email out to all your subscribers, as the issue in my case and many others with whom I am speaking is that bad.

A

Alex32659157oe38

Participant

This is Adobe we're talking about; they'd rather take our money every month and release unoptimized garbage and tell us to "figure it out". I'll be SHOCKED if this is fixed, or they actually communicate with their customers.

Shame to see this company's downfall, but at this point I don't feel bad anymore.

B

Brent27625313cta3

Participant

Also happening to us, several users within the org are having this issue. The only thing that has worked has been disabling Protected Mode at startup. So here we are disabling a security feature to get Adobe Acrobat working correctly... Not a fan! We have rebuilt and completely reinstalled Windows on certain machine and the issue still rears its head. How is this an issue on completely fresh Windows OS & Adobe Acrobat installs?

Amal.

Community Manager

Hi there

Hope you are doing well and sorry for the trouble.

Would you mind collecting the Crash/freeze logs https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html and share them via any cloud storage so we can investigate the issue for the fix. Just upload the log file to the cloud and generate the link and share that link with us for further investigation.

Regards

Amal

[Edited Response]

A

Alex32659157oe38

Participant

I would love to!

Except I can't. Acrobat will not load a log after having to force close the application from task manager.

Is this really the best answer Abode has?

B

Bailey34552160n04k

Participant

Happening to us too. Adding this in hopes that they'll put in a patch with the next update...

B

Brent27625313cta3

Participant

Also happening to us, several users within the org are having this issue. The only thing that has worked has been disabling Protected Mode at startup. So here we are disabling a security feature to get Adobe Acrobat working correctly... Not a fan! We have rebuilt and completely reinstalled Windows on certain machine and the issue still rears its head. How is this an issue on completely fresh Windows OS & Adobe Acrobat installs?

G

gnomedog

Participating Frequently

Acrobat crashing sometimes, very slow when it does work, hanging and having to close it in Task Manager and restart. I live in Acrobat all day to process bills, pulling pages out of the docs, and this is seriously affecting my productivity. I've uninstalled, reinstalled, run the repair numerous times, tried every suggestion offered here and still isn't working. Please get this fixed!

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