Adobe Acrobat Freezing constantly.

[Rodney34355046q1uf]

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. 

[j.calo · Accepted solution]

Adding this setting to our environment (via a GPO) seemed to have resolved our slowness/freezing issues with Acrobat Pro. 

Edit>Preferences>Security enhanced>uncheck "Enable Protected Mode at startup".

A few years ago, we applied this setting to Adobe Reader using a group policy setting. Back then, Adobe Reader was exhibiting slowness and freezing when launching PDFs from one of the financial application that gets used across the enterprise. However, it seems that we never applied this same policy for Acrobat Pro. We noticed this on Thursday, and then updated our policy to include the same reg key for Acrobat Pro. 

These are the reg keys in question that configure the policy:

Path (for Reader): SOFTWARE\Policies\Adobe\Acrobat Reader\DC\FeatureLockDown
Path (for Acrobat Pro): SOFTWARE\Policies\Adobe\Adobe Acrobat\DC\FeatureLockDown

Reg Value Type: DWORD
Reg Value Name: bProtectedMode
Reg Value Data: 0

I don't expect this to work for most folks in this thread since it seems that many have already tried, but I wanted to mention it anyways. 

[Jared35141547qmz3 · Accepted solution]

So was able to get the issue resolved after a couple of additional contacts with support. It involved:

- disabling "New Acrobat"

- in Add/Remove programs in Windows, repair any and ALL Microsoft Visual C++ reistributables that allow you, any that don't allow the repair simply remove

- run the Adobe Acrobat repair install

And that's pretty much it. Reboot the computer and it was good to go. Running as fast as it did before all the bugs started popping up. Hope this helps

[catherinep_artdirector]

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

[Kayvan2985462263zc]

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!!!!!! 

[TremainEvent]

I moved over to FoxIt. Works great. It's slightly cheaper than Adobe. FoxIt has a free 14-day trial right now.  

[janetr63454133]

Does it open PDFs ?
Sent from my iPad please reply to jmr@janetrennie.com
Mobile number 07787503169

[TremainEvent]

Yes, the base plan has plenty of features for reviewing and organizing PDFs.

[m78946180]

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

[Kayvan2985462263zc]

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!!

[alin_7685]

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

[andrewr25264916]

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. 

[Ayush Pant]

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

Steps

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

Thanks
Ayush

[chris_9650]

Try going into preferences > Security (Enhanced) and then:

Enable Protected Mode at startup - Uncheck
Protected View - Set to Off
Enable Enhanced Security

I've had to do the above in addition to / in lieu of disabling the new experience.
I've had some success with this ... it certainly is concerning to me to have to do this ... especially security features but if the application doesn't function at all and users keep complaining I'm not sure what else to do here. It's been months on my end as well ... keep hoping the next update fixes the behavior but it doesn't. All the cleanup stuff is nonsense, I've had new out of box, fresh updated and SFC /scannow checked Windows 11 installs with new clean installs of Adobe Pro and Adobe Reader all exhibit the same freezing, lock-up / jutter-lag or crash behavior.

I'm almost ready to block updates and go with an older version pre-summer if I can find an installer. Unfortunately we're on an Adobe VIP license/setup and stuck in the continuous track. 

[chris_9650]

Try going into preferences > Security (Enhanced) and then:

1. Enable Protected Mode at startup - Uncheck
2. Protected View - Set to Off
3. Enable Enhanced Security - Uncheck
   
   I've had to do the above in addition to / in lieu of disabling the new experience.
   I've had some success with this ... it certainly is concerning to me to have to do this ... especially security features but if the application doesn't function at all and users keep complaining I'm not sure what else to do here. It's been months on my end as well ... keep hoping the next update fixes the behavior but it doesn't. All the cleanup stuff is nonsense, I've had new out of box, fresh updated and SFC /scannow checked Windows 11 installs with new clean installs of Adobe Pro and Adobe Reader all exhibit the same freezing, lock-up / jutter-lag or crash behavior.
   
   I'm almost ready to block updates and go with an older version pre-summer if I can find an installer. Unfortunately we're on an Adobe VIP license/setup and stuck in the continuous track. 

[alexbkc]

my freezing issue was resolved when memory was added to my computer.  have not seen the issue anymore.  it was just annoying having the freeze

[janetr63454133]

Agree. i've tried many of the suggestions from this community thread but it keeps happening. very, very, annoying. 

[creative explorer]

@janetr63454133 @alexbkc I recently replaced my battery in my laptop, and since then, I noticed some apps would freeze if I had Chrome opened. I have now switched to Edge (sigh), and so far, knock on wood, it has been relatively good. 

Not sure why all of sudden, why Chrome is acting up. For me, Edge works

[konrad_7105]

Im so frustraded. Nothing helps. Acrobat drives me crazy so much!!!!!!! This s**y app freeze avery few seconds. Its imposible to use it. WTF?!

[Nin316611376og8]

I have been experiencing the same issue for months now. Despite multiple remote sessions with Acrobat support, the problem still persists. They keep attributing the issue to the AutoCAD PDF drawings I'm working on, which I find strange because I have been handling similar PDFs for years, and this issue only started occurring this year. I just finished another remote session today, and unfortunately, the issue remains unresolved. At least the last support agent mentioned that it is a bug and that their engineering team is working on a fix. I hope this gets resolved soon, as it has been affecting my work.

[Pobrecitojose]

I have a friend who runs the drawing department for a major world firm (consultant) and told me they switched to Foxit a couple of years ago, and that for CAD, it is perhaps the best application to combine with, much more flexible, robust and compatible. (good Luck!)

[javier_3245]

I am in the same boat as you. I use Acrobat to mark and check Revit and CAD PDF drawings.  Every time I open a PDF, this thing freezes within less than a minute. It is just getting impossible to use. 

[janetr63454133]

Agree completely. It has been happening to me for months now. I have tried most of the suggestions on this thread. Last week I downloaded Foxit, and i am trying it (you get some days free) before possibly switching to it. So far it is working well. It is also cheaper. 

[kristy_5330]

I also have been experiencing constant freezing of the app for some time and it has progressively gotten worse.

I have tried nearly all the suggetions on this thread - however the app freezes so much it is near impossible to try and change any settings within it.

Would love to know if there is a solution in the pipeline?

Or if anyone can recommend a different app would be great!

[janetr63454133]

I have switched to Foxit. Good so far.

Janet
Sent from my iPad please reply to jmr@janetrennie.com
Mobile number 07787503169

[Geoffrey36035439asgp]

We have teachers that use Acrobat for editing PDF's and one particular teacher uses it heavily for combining PDF's.  Not only does it become "Not responding" and freezes for 10, 20, 30 seconds it eventually causes everything else on the machine (Edge, Chrome, Outlook, Word) to become unresponsive. 

A reboot fixes this but then after so many reboots with unresponsive apps causes additional issues and sync errors.  

This is costing us in support, time and wasted effort. 

We will try the marked answers listed in here for the GPO and repairs but will also look at Foxit as a solution.  This seems daft considering a 3rd party has a more robust editing tool than the company that designed the original. 

[TremainEvent]

Don't bother with the solutions. Make the change, and don't look back. You've likely wasted enough time and resources trying to fix it or unfreeze your computer. Don't send reports to support; it's a total cluster F. They are slow, and sometimes totally ghost you. Don't uninstall and reinstall; just uninstall. 

[Richard22255945d5cj]

AGAIN, MY ADOBE PRO APPLICATION IS JUST SPINNING W/ A NON RESPONSIVE ERRORS. IT TAKES 5 MINUTES TO MOVE INTO ANOTHER SHEET. WORKS SOMETIMES AND MOST IT DOES NOT....

ADOBE IS HORRIBLE AND I WILL BE CANCELLING MY SUBSCRIPTION. I HAVE BEEN DEALING WITH FREEZES, NON-RESPONSIVE ERRORS, REBOOTING MY MACHINE, REINSTALLING, ETC.

USER SHOULD NOT  HAVE TO MODIFY CODE, REINSTALL, ETC. TO GET THIS SOFTWARE TO WORK. IF ADOBE CANNOT CREATE A PRODUCT THAT WORKS THEY SHOULD NOT CHARGE MONEY. WE PURCHASE A SUBSCRIPTION UNDER THE IMPRESSION IT THE BEST OUT THERE SAVING US HOURS OF PRODUCTION TIME. IT'S COSTING MORE MONEY IN PRODUCTION TIME TO SIMPLY CERTIFY DOCUMENTS OR REVIEW AND THEY ARE SMALL FILES.

RECOMMEND GOING ELSEWHERE SINCE IT'S A WASTE OF MONEY AND TIME. MANY USERS ARE EXPERIENCING THE SAME ISSUE IN THIS THREAD WITHOUT ANY RESOLUTION FROM ADOBE. ALSO, NOT ONE SHOULD HAVE TO SHARE A CRASH REPORT....IT SHOULD SIMPLY WORK!

NOT WORTH THE MONEY, TIME, OR FRUSTRATION.....IT SHOULD SIMPLY DO THE JOB AS ADVERTISED.