Adobe Acrobat Freezing

[riley310166510acb]

I been trying to put comments throughout my pdf I been working on, but my application keeps freezing on me. Sometimes it's the entire application, sometimes its a blank white popout box with Adobe Acrobat in the title, or I'll have clickable spots turn to black white boxes. Not sure why it isn't working, as it was working with ease yesterday.

[Amal.]

Hi @riley310166510acb 

Hope you are doing well and sorry to hear that

Is this an issue with a particular PDF file or with all the PDFs? Please try with a different PDF file and check. If the file is stored on a shared network/drive please download it to your computer locally and then try again.

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 23.03.20244 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-defau...

You may also try to create a new test user profile with full admin rights in Win or enable the root account in MAC and try using the application there and check.

Let us know how it goes.

Regards

Amal

[riley310166510acb]

Hello,

Thank you for the reply. It seems to be with all pdfs, I tried a few different ones and at one point it will end up freezing and doing the stuff I mentioned in my above issue. It also doesn't change when saving a new copy. 

I have the correct, updated version installed and repaired the installation in the help menu. 

I'm not able to create the test user profile, and can't seem to figure out how to do the factory reset. Is there a way to remove the most recent update that was done automatically? It seems that the issue started after the update. 

Thanks!

[Amal.]

Hi there

Please use the links below for information about creating the test user profiles:

Win: https://support.microsoft.com/en-us/windows/create-a-local-user-or-administrator-account-in-windows-...

Mac: https://support.apple.com/en-in/HT204012

If it still doesn't work, please remove the application using the Acrobat cleaner tool https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html , reboot the computer once and reinstall the application using the direct link
https://helpx.adobe.com/acrobat/kb/acrobat-dc-downloads.html

Regards

Amal

[prash257670200rry]

Hi @riley310166510acb ,

If the above siggestion from @Amal. does not work, request you to provde below information:

•  Test with any other workflow like editing the file and check if it also freezes the application or is it just the commenting workflow which is resulting in freezing.
• Create a small screen recording of the workflow which is resulting in freezing and attach it here.
• When the application is in not responding state, go to task manager , right click on the Acrobat process and click on "create dump file" option and wait for some time for the dump to be created. you will get confirmation once it is created, upload it on Adobe document cloud and please share the link to us (since it would be of 200-300mb)

All this would greatly help us in getting to the root cause of the issue.

Thanks,

Prashant.

[Amal. · Accepted solution]

Hi there

The new version of Acrobat (23.03.20269) is now available to address this issue. Please update the application from the help menu > Check for updates and reboot the computer once.

You may also download the patch manually from the link https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/index.html and see if that works.

Regards

Amal