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.

[allen_2440]

Her ewher eI work we are using the disabled the enable protected mode at startup

Go to Preference / Security (enhance) and uncheck the Enabel Protected Mode at Starttup

This is used for the more important users that need to acces sPDF to pay the bills!

[Bilal Ansari · Accepted solution]

Hi,

As per our investigation, Microsoft Defender in causing the delay when Acrobat is trying to load a binary. We are working with Microsoft to resolve this on priority.

In the meantime, you try any one of the following workaround. Note that these are temporary workaround and are not meant as a permanent fix. Adobe recommends that you revert the changes when the fix is available.

- Enable Compatibility Mode to Windows 8.

- Whitelist Acrobat installation folder in Defender.

- Disable AppContainer for Acrobat UI.

In case this does not work, kindly let us know.

[hayden_2300]

We do not use Microsoft Defender and multiple employees are still having this issue

[FFFCU]

I second that. When an alternate antivirus program is used, Defender is deactivated. Should we whitelist the Adobe install folder regardless of antivirus solution?

[jjablonski1600]

 Also don't use Defender and AppContainer was already unchecked but Windows 8 Compatibility did help for us with some limited testing.

[hayden_2300]

What has served as a temporary fix for us has been going to Menu > "Disable New Acrobat". It looks different but it does not freeze. 

[craig_1608]

Our company is the same. no Microsoft Defender install and the program is unusable.

[S. S]

@craig_1608 @hayden_2300 @jjablonski1600, The team, is still working on this, and a fix is aligned for the next release.

We request your kind understanding and patience while the team works on the issue.

-Souvik

[karen_1988]

@craig_1608 Please when is the next release? we are currently experiencing the same issue in our company? 

[Komail26706131jook]

Our entire Company is also affected with over 20 users on a windows 2022 server, every step in the book has been performed. Multiple users. How are we not getting an offical email stating this a wider issue. 

[Komail26706131jook]

Furthre to this - As I previously mentioned Windows Server 2022 - We are using Sophos instead of Defender but still having this exact issue. A Profile build temparoily fixes it for some time not sure why but it does and then it will reoccur if anything. 

[Chetan23677088sx52]

Hi @Komail26706131jook  can you please try the fix / workaround suggested by @Bilal Ansari . incase it still does not work the can you please share the logs

Apologies for the problem. can you please share us the logs so that we can look into the issue

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

Chetan

[Komail26706131jook]

Hey Chetan,

                          I have provided these fixes for the users and they will try it case by case basis, as for the reports I actaully sent multiple reports when Adobe crashed and asked to send the reports in and provided the same assoicasted email as this account for the reference point. I will try to gather the logs again as it is happening on a Windows 2022 RDS Server, we have to gather it from the users that are actively using it. 

[Chetan23677088sx52]

Sure @Komail26706131jook 

thanks for the update. do share me the some /any of log id once you have it from users

Regards,

Chetan

[Komail26706131jook]

Thank you Chetan, are you able to tell me the progress of the fix on your guys end. Also is this only affecting Adobe Acrobat and not Adobe Acrobat DC? or which versions exactly.

Regards,

Komail

[Chetan23677088sx52]

Hi @Komail26706131jook 

can you share me the log id so can share the logs with engineering team for investigation 

thanks

Chetan

[FFFCU]

The very latest Acrobat Reader release still does not solve the problem. The only thing that appears to work so far is what another poster suggested, which is to go to the upperrighthand Menu, and select "Disable New Acrobat Reader". This seems to revert the the user interface to a more traditional menu bar setup. After toggling this switch, my end users are working reliably again based on our testing.

[Feroz25206938jr9w]

Is there any update on when this will be patched? The steps outlined do not resolve the issue. 

[tobias_6241]

thanks I was also looking for that

[jon_7918]

Has there been any progress on this please? This is a major issue and should have been resolved before now

[jon_7918]

We are having the same issues, I have tried Disabling new adobe, turning off generative AI with a reg edit, defender changes, compatibility etc. etc. etc. but nothing is resolving this issue. It is essentially making Adobe Acrobat unusable.

[allen_2440]

Open adobe get to preferences

Security (enhance)

Uncheck start up in protected mode

I didn’t type actual wording it is the first item at the top of the security (enhance) preference page.

We have been doing this for incoming calls to service desk and have created step by step documentation to send to teams of people. This has helped us.

We have not been able to implement the instruction sent out a week or so ago as a local government making these changes require regulatory approval.

Get Outlook for iOS<>

[karen_1988]

Has this been solved yet?

[jon_7918]

Not as far as I have seen, we are still experiencing the issue and unable to follow the work around of disabling protected mode due to security requirements.

[S. S]

Hi @jon_7918,

Sorry for the trouble.

I understand the frustration here, and we are working to get this fixed.

Since this has external dependencies with Microsoft, it is taking longer than usual.

We request your kind understanding and patience while the team works on this.

-Souvik