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Answered

Adobe Acrobat Freezing constantly.

Forum|Forum|2 years ago
December 19, 2023
44 replies
193920 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

A

alin_7685

New Participant

Having the same trouble here. What am I paying for?

A

andrewr25264916

New Participant

Same problem here. I have been dealing with this for months.

I have uninstalled and reinstalled, went from 64 bit to 32 bit, dissabled "new Acrobat", and nothing actually fixes the program freezing.

I did close outlook and Adobe seemed to work just fine. Not sure what thats about.

I guess i will have to close outlook every time i need to edit or work on a pdf file.

A

Ayush Pant

Adobe Employee

Can you please share us the logs so that we can investigate this issue further.

Steps

Close Acrobat
Download and run Diagnostics utility https://helpx.adobe.com/acrobat/kb/acrobat-diagnostics.html
Select Start Diagnostics.
Now Open Acrobat and reproduce the issue.
Select Stop Monitoring, and share the log ID with us.

Thanks
Ayush

M

m78946180

New Participant

Creating a free Adobe account and Signing in seemed to resolve freezing for several clients - September 2024

K

Kayvan2985462263zc

New Participant

a free Adobe account probably wouldn't let me use Accrobot Pro's features, plus i can't use another account in the work environment. TBC i just got BlueBeam free viewer and it works a charm. Phew, no more freezing!!

janetr63454133

Participating Frequently

me too, i cannot seem to get further than a few pages in a PDF. I tried the suggestions here but they did not work

C

catherinep_artdirector

New Participant

Hello

Adobe know about this, but are not prepared to fix it. I Quote directly from a service tech :" Acrobat freeze is defiantly an issue with the acrobat application. to troubleshoot this issue we, sometimes, have to perform manual clean up. " ... Adobe has recognized this issue and our engineering team is working on this"- ( for 4 years!?)... sometimes when an issue occurs with an application we have to uninstall and reinstall the application. however, sometimes the files which supports the applications to work will be corrupted, in such circumstances we have to remove all the files which supports the application to work and have to install back"

However, although Adobe knows about the problem, they don't tell their acrobat users- which would be very easy, as they have our details: instead they sit in silence while people are driven completely bonkers, wading around on community forums, and trying to get the AI bot to connect them to Tech Support ( which is not offered as an option) and then they make you jump through hoops 'explaining the problem,' like its limited to just you and its a problem with your machine/ operating system/ installation, before FINALLY telling you to the solution is several hour of cleaning, deleting and reinstalling. Basically, punishing the User for a problem they created and know about.

In order to fix the problem, the 30+million users all have to download a bunch of adobe clean apps, and run them on their laptops, and then they have to go hunting though program files and delete all adobe, and then they have to go onto the C:\Users\Yourusername\Appdata\Roaming and delete all adobe files.

Then you have to restart and re-install everything.

I have asked my digital community how many others are experiencing this issue, and the bulk of the replys tell me they have moved to other service providers as a result of these issues (Foxit/ affinity/ Krita/ Davinci resolve).

It would help if EVERY user submits a complaint to Adobe regarding this- directly to Adobe. You can try tcssup@adobe.com or customercare-chatsupport@adobe.com

Good Luck

Ps: these were the instructions, from Tech Support Bhshan, I was given, for Windows. I found the instructions on which adobe files to delete confusing, so i Didn't. However, it seems to have reduced the problem. Note: Adobe accept no responsibilty for this process ( they make you agree). Note: it will wipe all adobe and creative suite from your machine.

Bhushan
Here is the complete process to clean the the current version & install new, please follow all these steps from your end and let me know if it works or not after that.

Bhushan
Manual Clean and re-installation - Windows:

• Open appwiz.cpl and uninstall Reader DC and Adobe Genuine Service if present
• Please open this link and click on the Feb 9, 2021 - 64 bit installer All tracks link:
https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html#downloads
• Run the cleaner tool and do not restart the computer
• Please download and run this tool:
https://swupmf.adobe.com/webfeed/CleanerTool/win/AdobeCreativeCloudCleanerTool.exe
• Go for the options All and Clean all. Press e For English and then press Enter Then press Y for yes where ever needed.
• When you see a menu with options and numbers assigned, press the number for the option that says "ALL" or "CLEAN
ALL".
• Restart the computer
• Go to the following Locations and delete the Adobe folders at these locations:

C:\Program Files\

C:\Program Files (X86)\

C:\Program Files (X86)\Common Files\ If it doesn't let you delete this one, open the task manager and end task the

two adobe genuine processes and the creative cloud, CCX Process, CC Library and Core Sync.
4. C:\Program Data\ If you don't see this folder, click on View at the top and then check hidden items.
5. C:\Users\Yourusername\Appdata\Local

6. C:\Users\Yourusername\Appdata\Roaming

• Please use Shift + Delete on the keyboard to permanently delete the Adobe folders.
• Please press the Windows key and R key on the keyboard at the same time and then type in regedit and press ok.
• On the left go to Hkey_current_user/Software/Adobe and delete the Adobe folder under Software
• Please open this link and download the Acrobat Pro DC installer for Windows :
https://helpx.adobe.com/in/acrobat/kb/acrobat-dc-downloads.html
• Please go to your downloads folder and find the file called Acrobat_DC_Web_WWMUI.zip
• Right click on that file and then click on Extract and then extract all. Then open the Adobe Acrobat folder and run the
setup.exe, third from the last.
• For creative cloud: Please open this link and then scroll down to alternative downloads. Then expand the Windows
section and download the Creative cloud installer.
• https://helpx.adobe.com/in/download-install/kb/creative-cloud-desktop-app-download.html

K

Kayvan2985462263zc

New Participant

it's terrible, we can't do all the cleanup shebang as alluded above. In the corporation world so call IT team should do that, i asked them several times, all they do is uninstall and reinstall, i tried all other advice, but still no joy, it seems it freezes when tried to communicate with it Adobe website online (i couldn't be wrong on this), in any case, it's really frustrating. Look like Bluebeam is the only way forward!!!!!!

C

Cheryl386005023rps

New Participant

Mine keeps freezing every 5 seconds. It is taking me hours to do a small job

THIS IS FRUSTRATING!!!!

Amal.

Community Manager

Hi there

Have you started experiencing this issue recently after the update, or was this issue present earlier as well?

What is the version of the OS and the Acrobat DC you are using? To check the version go to Help > About Acrobat and make sure you have the recent version 24.02.2089x installed. Go to Help > Check for updates and reboot the computer once.

Please collect the crash/freeze logs https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html and 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

~Amal

N

Nick Avallone

Inspiring

Anyone have solutions for a Mac? I've already downgraded Acrobat, turned off Security and Security (Enhanced).

There are very few files I can open at this point. I've got a 32 MB file that just flashes blank white boxes while the pinwheel cursor spins endlessly. It's still doing this dance, and I opened the file five minutes ago.

It's hard to believe anyone can actually use this software in a professional environment anymore.

Mac Studio 2023
Apple M2 Max

64 GB RAM/ 100 GB free storage space

johhnyd68650275Correct answer

New Participant

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!

M

MaxQuordlepleen

New Participant

Acrobat crashes immediately for me regardless of whether I just open the app or by attempting to open a PDF. Thus, I do not even have the opportunity to try to disable "New Acrobat" in the menu as some have suggested, as it crashes before I can even reach the menu. I do get a white square without any content for a few tenths of a second before the program crashes, but prior to that I can browse any PDF for about half a second without a problem. I have deinstalled and reinstalled, and also tried to repair Acrobat (Win 11), but nothing helped. I can open all the same files with a simple PDF viewer such as Chrome without a hitch.

G

GermiOut

New Participant

https://www.germiout.com/

W

WHough

Known Participant

Acknowledging that j.calo and Jared35141547qmz3 have supplied very helpful resolutions, I may just have a third possible cause (and resolution) of this issue that I feel I should share. If anything, the resolution coincided too closely with the disappearance of the issue to be, in my opinion, merely coincidental.

In running both Acrobat Reader and Acrobat Pro (32-bit) in the last 10 days (before date of this posting), within 30 seconds or less of startup, a small centered white window would pop up, with a blue circle on 'spin cycle' (as with any slow-moving Windows app). After two or three seconds, the blue circle would freeze, as would the Acrobat app itself. And while the only way I could find to shut down Acrobat without rebooting Windows was to use Task Manager (CTRL-ALT-DEL), I noticed that the message "Not Responding" did not display in TM.

In any case, I was not all that motivated to seek a resolution to the issue due to free-time constraints and the fact that I had a hardcopy of the PDF in question at my disposal.

Today (about an hour ago), I updated my antivirus software - I happen to employ AVG - to include a subscription for blocking trackers and unasked-for browser cookies. Usually I go in and rid myself of these annoyances manually, but it was becoming irksome. Once I installed the tracker and cookie blocking app, the anomaly with Acrobat went away. I have had both Reader and Acrobat Pro up and running (and still running) since installation, and the issue has not recurred.

For the record I am running Windows 10 v22H2 (x64) and am employing AVG with TuneUp, AntiTrack, and SecureVPN. You might try updating your own antivirus software to include tracker and cookie blocker features (if you haven't already) if the issue regarding Acrobat freeze continues to be an issue for you.

N

Normal35411105ktht

New Participant

Same. Since some massive update, it simply brings up a box with a circle & just sits there. Triggered by rolling over the close tools 'X' , which covers half the screen on startup, or accessing the help option in main menu.

I don't like acrobat DC; always been slow, 1 min per document to spool to printer, and something called 'acroCEF' causes huge software interrupts. , but windows prevents installing an older version.

Only good thing since that update: (if it doesn't freeze) can print 15 documents in 2 minutes.

Amal.

Community Manager

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 23.08.20470 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.

~Amal

J

Jared35141547qmz3

New Participant

I am also experiencing this issue. I've tried the disabling protected mode and the other fixes, none of have worked. 99% of the plans I open cause Acrobat to freeze almost instantly making it unusable. I pay for Acrobat Pro. This has been going on for a month or two, but now it is just simply garbage. Need a fix to this immediately

W

Ward47

New Participant

It sounds like the symptoms vary a little, but for the case of always freezing a few seconds after opening a PDF, one of the solutions offered here on Dec. 21 worked for me: Open Acrobat > Menu > Disable new Acrobat.