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.

[christopher_6903]

Any update on the fix?

[S. S]

@christopher_6903 We have a call scheduled today. 

While we have been able to reproduce the issue, more information is always useful.

-Souvik

[BruceO]

I have been having the same problems with ACROBAT but also with other apps as well line PHOROSHOT and PREMIER PRO the same thing happens the apps go into "NOT RESPONDING"  and sit there for a long time before responding or never respond and i have to terimate the apps an lose any last 5 min of changes i have made.

[S. S]

Adding @Sameer K and @Kartika Rawat from the respective teams to get this checked.

-Souvik

[BruceO]

Follow up on my previous post:

Most of the problems started after Microsoft did some Security and Cumulative system update in early August. I started having problems with the adobe apps Not Respondinh but also problems with MS Work. I use to be able to COPY a object to the system clipboard and then past it into a Acrobat document with out problems. Now when i try ot copy the same object from word i only get the upper left corner of the object i am trying to copy and when looking at the object in the system clipboard the object is enlarged by about 3X.  All there problems seem to stem from the Microsoft Updated.

I also have done a complere Reinstall of windows 11 Pro. from scratch with no files saved and after installing Office 365. The MS Word problem still exist. and after that installing Adobe apps the NOt Responding problem still Exist also. Nothing else was installed on the system.

[AtulPuri]

Hi,

We released a patch for Adobe Acrobat on 26th August that carried bug fixes reported after the latest August updates and it will be helpful to know whether that update (see details here: Acrobat Enterprise Release Notes — Acrobat-Acrobat Reader Release Notes ) addressed the issues reported in this thread.

[Gerald26930947hoiz]

We upgraded to version 24.003.20054, but we are still experiencing issues.

[Chetan23677088sx52]

Hi @Gerald26930947hoiz ,

Apologies for the inconvenience you're experiencing. Could you please share the latest logs with us so we can investigate further?

Steps:
1. Close Acrobat.
2. Download and run the Diagnostics utility: [Diagnostics Utility](https://helpx.adobe.com/acrobat/kb/acrobat-diagnostics.html)
3. Select Advanced logs and check 'system apps information'
4. Select "Start Diagnostics."
4. Open Acrobat and reproduce the issue.
5. Select "Stop Monitoring" and share the log ID with us.

If the issue is not immediately reproducible, you can keep the Diagnostics utility running and select Stop monitoring once issue is seen.

Thanks,
Chetan

[Chetan23677088sx52]

Hi @Gerald26930947hoiz 
i wanted to follow up on the case. can you please share the logs incase you are still seing the issue

[garethirwin1234]

I would like to chime in here. Having had multiple issues with previewing and opening PDF documents on my pc running latest windows 11 in recent months. I finally bit the bullet and did a brand new clean install (Not from backup) of windows 11 on my PC.

I hoped my issues may have related to having microsofts 'Powertoys' installed which does seem to take over PDF preview handling. So I was careful not to reinstall this.

As expected for all other Apps, windows was nice and snappy, always good having a new system install. But acrobat, oh my gosh, what a complete disaster. This install took place friday 6th September.

Firstly, why are acrobat updates handled from within the app and not from creative cloud, just how old is this code base? It installs from creative cloud, then has an update from within the app.

Secondly, freezes, pauses, crashes galore. Its barely usable, for now if I need to look at a pdf I am having to use my ipad.

Finally can I still revert to the original look and feel, the new look and feel does nothing expect rearrange stuff for as far as I can tell no reason what so ever.

[Chetan23677088sx52]

Hi @garethirwin1234 ,
apologies for the problem being faced.Regarding acrobat freezing, can you share us the logs as per the steps below so that we can investigate this further.. also if required we can have a call to see the problem and collect the required information

Steps:
1. Close Acrobat.
2. Download and run the Diagnostics utility: [Diagnostics Utility](https://helpx.adobe.com/acrobat/kb/acrobat-diagnostics.html)
3. Select Advanced logs and check 'system apps information'
4. Select "Start Diagnostics."
4. Open Acrobat and reproduce the issue.
5. Select "Stop Monitoring" and share the log ID with us.

If the issue is not immediately reproducible, you can keep the Diagnostics utility running and select Stop monitoring once issue is seen.

[Ravi Gour]

Hi garethirwin1234,

We do update Creative Cloud Desktop app with latest Acrobat installer for all our planned releases and in most of the cases you will get latest Acrobat version baring few insatnces where at time some optional release are not updated in creative cloud app, but you can always update Acrobat from within app. 

To update the app

Launch Acrobat

Do Help->Check for updates

Reagrds

Ravi 

[Wil20202020]

Has this issue been fixed? We have several users complaining about Adobe Pro not responding or glitching. We have tried updating, removing and reinstalling, but it does not always work.

[christopher_6903]

Has anyone been able to resolve the issue after updating to the latest version AcrobatDCUpd2400320054.msp?

[S. S]

@christopher_6903 @Wil20202020 We are aware of the issue, and this should be fixed soon.

We request your kind understanding and patience while the team releases the update.

Thanks,

Souvik

[Nicole38687251ely4]

Hello - Is there an ETA on when we can expect the fix to be made? 

[S. S]

@Nicole38687251ely4 Cannot commit to the exact date, but yes! Very soon.

-Souvik

[Allan33680128thyz]

We are still experiencing issues despite updating to the latest version. We have hundreds of Adobe-users that use, Reader, Pro and Standard on a regular basis and seems like everyone has has the same issue with freezing/not responding for around 4 weeks now and it seemed related to an update from Microsoft.

[S. S]

Hello Everyone, 

We are live with the next release(2024.003.20112).

Please update the app to the latest version and let us know if the issue is fixed.

Thanks,

Souvik

[christopher_6903]

Hi, where can we get the latest update from?

[AtulPuri]

To update the app, Launch Acrobat and choose Help from the Menu and within it, choose Check for updates.

[christopher_6903]

We has some success in putting Adobe in Windows 8 Compatibility Mode.  Once Adobe updates it removes that setting and it freezes again.

[harvey_6526]

Hi, 

A number of users have reported that they are still experiencing this issue despite updating to the latest version(2024.003.20112). Would it be possible to recieve an update on this issue?

Thank you,

[S. S]

@harvey_6526 We are monitoring the situation with the latest release.

As mentioned, you are experiencing the issue. Would you mind sharing the logs of your system?

can you share us the logs as per the steps below so that we can investigate this further.. also if required we can have a call to see the problem and collect the required information

Steps:
1. Close Acrobat.
2. Download and run the Diagnostics utility: [Diagnostics Utility](https://helpx.adobe.com/acrobat/kb/acrobat-diagnostics.html)
3. Select Advanced logs and check 'system apps information'
4. Select "Start Diagnostics."
4. Open Acrobat and reproduce the issue.
5. Select "Stop Monitoring" and share the log ID with us.

If the issue is not immediately reproducible, you can keep the Diagnostics utility running and select Stop monitoring once issue is seen.

Thanks,

Souvik

[ryanm62130820]

Please see log ID 41b17235-f22e-442f-9e5d-0e1db968044b.