Adobe Acrobat going into not responding state on several computers after latest updates from August

[Taylor29627826ts2j]

Adobe Acrobat Pro going into not responding state on several computers after latest updates from August 2024 optional and planned updates. Uninstalled, and re-installed, reset APP data folders. Issue persist.

[S. S]

Hi @Taylor29627826ts2j,

Hope you are doing well. Sorry for your experience!

We are aware of this issue and are working to get it fixed. 

Can you get on a call with our dev team and me so we can figure out the root cause of the freeze and expedite the fix?

If yes, please let me know if the email registered on the community is the preferred mode of communication, so I can share a link so you can schedule a call at your preferred time.

Also, would like to know if this is related to a specific workflow or happens at launch.

-Souvik

[Taylor29627826ts2j]

Yes, that is the preferred email contact. Please send the link to schedule a call. What has been the fix for others if you have had any since it is a known issue? The workflow has been anything from first launch (most common), to creating a new tab, editing PDFs, and also converting word to PDFs. In addition, using the Adobe PDF extension in word to create has caused Word to stop working completely.

[chris_5234]

Hi Souvik,

We are experiencing the same issues with our Acrobat Users.
Is there a KB article you can link us to so we can follow this?
As it is not listed under Known Issues:
https://helpx.adobe.com/acrobat/kb/known-issues-acrobat-dc-reader.html

Thanks,

Chris

[chris_5234]

Also, if it helps, we are experiencing this on Win 10 and Win 11 x64.  Acrobat Standard x64.

We are pretty sure it is tied to this specific update:

24.002.20991

[S. S]

@chris_5234 We rolled out an update last week (2024.002.21005). Please update the app and check if it works for you.

@Taylor29627826ts2j The workaround, for now, is to run the app in compatibility mode. 

Also, since we know the issue, we are working on a global fix rather than asking everyone to use the workaround.

I have sent an email to both of you. This email would have a link. Please schedule a timeslot as per your preferred time.

Once scheduled, I will loop in the dev team as well so they can have a look in realtime to what's going on, and expedite the fix.

-Souvik

[Taylor29627826ts2j]

What compatibility do I choose here? This is happening on computers running Windows 11. When can we expect a fix? This is impacting several users and causing workflow issues unfortunately. Thank you.

[S. S]

@Taylor29627826ts2j You can use Windows 7 to see if this works for you.

Also, I have sent an email to your email address registered in the community. Please go through the email and respond accordingly.

Thanks,

Souvik

[Taylor29627826ts2j]

I will try it, but any updates on when the fix will be released? Also, I scheduled an appointment with the dev team for tomorrow. Are they planning to fix my issues on all workstations or just gather information?

[S. S]

@Taylor29627826ts2j Thanks for scheduling the call. 

It would be a mix of both. They will try to get to the root cause, while also trying out some troubleshooting.

-Souvik

[Christine27814728i2vm]

@S. S thanks for the info. 

We're also seeing performance issues in the version you noted (2024.002.21005), both in the new and old UI. On top of that, our users are experiencing the issue across multiple versions:

• 2024.002.20991
• 2024.002.21005
• and versions as far back as 2023.008.20533

Users that have attempted the application repair + compatibility settings are seeing temporary relief but are reporting the issue returns. Is there any update on the expected fix?

Thanks

[S. S]

Thanks, @Christine27814728i2vm, for the prompt response to the email.

-Souvik

[Taylor29627826ts2j]

I uninstalled the updated version and went to an older version and the issue still persisted. Which makes me wonder what major changes the new update did to the registry and Adobe file structure as it may be somewhere within the the uninstall from control panel did not capture.

[christopher_6903]

If you use the cleaner tool, does that remove the registry keys?

[S. S]

Hi @christopher_6903,

Thanks for writing in! 

If the application is installed on an individual level, the registry values will be deleted. 

You can keep a backup of those entires and later restore them. More info here: How to back up and restore the registry in Windows - Microsoft Support

-Souvik

[Sidney5E3A]

Hello Souvik,

My application is constantly crashing after the lastest update as well. Do you have an ETA for when a fix will emerge?

-Sid

[S. S]

@Sidney5E3A I have sent an email to you from my official email.

Please review the email and respond accordingly so I can make the necessary arrangements.

-Souvik

[Taylor29627826ts2j]

Have you had any luck finding a common theme in the log files I've sent you?

[S. S]

@Taylor29627826ts2j In progress. We are targeting this fix in the next update.

-Souvik

[Gerald26930947hoiz]

When will the update be released? 

[matthew_0767]

Hi Souvik, Are you able to send me the same email? I am having the same issue on multiple machines. Acrobat opens for a second, and  then crashes. Event lots say faulting module is Acrobat.exe. Thank you!

[christopher_6903]

Can you send me a fix too.  We have multiple computers at our Enterprise experiencing this.

[S. S]

@matthew_0767 @christopher_6903 Sent the email.

-Souvik

[michael_3641]

Can you send me the fix as well? We are in a similar situation, multiple computers are our business. 

[S. S]

Hi @michael_3641 We do not have the fix live yet.

The email I sent earlier is to get on a call with me and the dev team to get a good understanding of the issue over the call and expedite the fix.

-Souvik