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.

[Chetan23677088sx52]

Thanks for sharing the logs. we will check and get back to you
cc @S. S 

[Chetan23677088sx52]

Hi @ryanm62130820 
can you please try below steps and confirm if it solves the problem
https://helpx.adobe.com/download-install/kb/fix-licensing-error-205.html

also instead of direclty opening PDF can you open acrobat and sign out and sign in again and check if it resolves the issue
Thanks
Chetan

[allen_2440]

Hello, 

Our office is experieincing problem as other posted, One of my user is using hte 2024.003.20112

Windows 11 build 22H2

Microsoft 365

Onedrive envirnmanet with backup running.

User reported freezing opening or closing, scrolling, and when attempting to edit PDF.

I would uninstall all Adobe product, ran the adobe acrobat remover and creative cloud remover. Then installed from Subscription page online.

I went so far as to removing Creative Cloud from the computer disabled Adobe Sync in task manager startup menu. 

I have two more user ho will be testing this latest build but one is already using and reporting issues.

[S. S]

@allen_2440 @ryanm62130820 Thanks for the logs and the info.

The team knows this, and the fix should be live soon.

-Souvik

[allen_2440]

Thank you

Let me know if you need more log files, I can get at least four, three being latest adobe acrobat pro 4th is older and didnt come with creative cloud.

Two of hte most current had accessto Adobe Creative Cloud Files, One I removed through registry. The second one still has it in place . It isn't accessible as the product was discontinued.

[S. S]

@allen_2440 

Sure! If you are able to collect logs from any of the systems, it would be great.

Please make sure procmon is enabled when running the tool.

Thanks,

Souvik

[Daniel36385580pzcu]

Hello everyone,

as an IT Manager in a company in Germany I also have to join as in our company Adobe Acrobat is also giving us hell.
Any news?

all Computers are with Windows 11

latest updated Adobe Acrobat Pro (although have noticed this also with the reader version)

MS OneDrive with backup and SharePoint sync is also in the mix and this is where the files are at.

Would like to know asap how can we solve this thanks!

[allen_2440]

For Adobe reader we found that if you go to menu and scroll toward bottom, "disable new Adobe Acrobat Reader" helped. This doesnt help Adobe Acrobat Pro.

[Chetan23677088sx52]

Hi Daniel,
Apologies for the problem being faced. can you try updating acrobat to latest version from Help>Check for Updates. incase you are still seing the issue then please share us the logs so we can investigate

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

[allen_2440]

I was able to get time to upload two log files.

a7aded34-db27-49f5-ac90-cbf15a244483

af6b135d-5963-4fb7-9f27-f5fe32788a28

[Chetan23677088sx52]

Thanks for sharing the logs. we would investigate and you get back once i have an update

[Marco38119240olza]

We have been having the same issues as well with freezing and have been for a few weeks now. I will try and upload logs the next time we have someone with issues.

[Marco38119240olza]

I should note that we are on version 24.003.20112 and we have seen everything from adobe freezing to virtual memory consumption errors and other system crashes

[garethirwin1234]

Aw man, mine started working for a little while and I thought we were past this but alas back to freezing and problems today.

Sigh.

[allen_2440]

I see this too, After resintall or any other troubleshooting, then all the users would reach out to me saying it doing it again next day or two.

I downloaded Adobe Acrobat Pro 2020 for my critical user to see if they can actually get some government work completed.

[Marco38119240olza]

Would love to know if this works for you. We have so many frustrated users now because it has gone on for so long and no true fix.

[allen_2440]

I installed it yesterday and she been working in for 45 minutes, she only opened PDF. She does do heavy editing too.

This is not a fix I want to accomplish, the county has hundreds of users and we are an Azure Entra ID subscribing envirnment and the subscription backend is handled with the county. 

If you do want to test.

Download it from Adobe check of older version.

(removed old one from the computer first.)

When installing it will ask for a license key, I selected to use the trial.

install as normally

When the install complete. It will ask  about key again or sign in with email. When user inputted their email it appeared to have used her subscription license.

The first time theyy went ot test by editing they were amze how fast it was.

It may be still too early to say success. As we expienced we think it fix then a day or two later it broken.

[allen_2440]

I dont see an edit.

Very important to add.

After teh installation, go to preferenmce / update / turn off auto update!

[allen_2440]

We may have found our problem.

Depending on UI

new UI

click menu / preferences / security (enhance) then uncheck protected mode on start up it first item. Press yes and ok restart appcaliction

old UI 

edit / preference / security (enhance) / uncheck protected on startup first item. press yes, press ok. restart program.

[defaultgscdfe1av7s2]

We are seeing these issues as well.  They are impacting all of our users.  This started with the August update and has only been made worse by the September update. This is also negatively impacting work with our document management system, as when Acrobat begins it's troubles, absolutely no documents can be opened from our document management system. Killing all of the Adobe.exe processes gets things working again. Additionally, the Adobe.exe issues are causing an application related to our document management system to randomaly fail.

Adobe, fix your software.

[S. S]

Hi @defaultgscdfe1av7s2,

The team is already working on it; a fix should be made live soon.

We request your kind understanding and patience while the team gets this fixed.

-Souvik

[Gavin27649547mu10]

Bull.  It's been over a month.

People aer SICK of Adobe crapping up their computers. FIX THIS.

[Allan33680128thyz]

Any update on the matter? Reader, Standard DC and Pro have been unusable for over a month. Doesn't really give a good impression to the users and we have hundreds of them.

[S. S]

Hi @Allan33680128thyz @Gavin27649547mu10,

Sorry for the experience! 

We are already working on it and the fix should be available with the upcoming release.

-Souvik

[linda_1905]

When is the upcoming release expected?  I had an update pushed out last week around 9/17/24 and it didn't do anything.  This is severely impacting productivity.  

Thanks, Linda