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jasond15969313
Participant
February 22, 2019
Answered

Adobe Acrobat Pro DC freezes for several seconds after opening a PDF - Windows 10

  • February 22, 2019
  • 53 replies
  • 106697 views

Hi Adobe Community,

Anyone have an issue with Adobe Acrobat Pro DC freezing for several seconds after opening a PDF on Windows 10. I tried uninstalling and installing as well and changing a few settings I saw suggested online like reducing the number of documents listed in the history. This problem just started today after having no issues for a long time. I didn't download, install, or update anything today.

Thanks!

    This topic has been closed for replies.
    Correct answer Tariq Ahmad

    Hi all,

    Sorry for the experience and thank you for bringing this to our notice. We appreciate your patience on this.

    I would like to mention deleting Acrocef.exe is not an Adobe’s recommended solution or a workaround for this issue. Deleting the process might lead to malfunction of the various features of the product associated with the process. That being said, we are currently tracking this issue and will keep you posted. 

    You may help us further by providing logs from your machine to investigate it further. For performance-related issues please follow the following steps carefully and help us with the logs:

    1. Logs from task manager:
    • Launch Adobe Acrobat Pro or Adobe Acrobat Reader.
    • Launch Task Manager, by right-clicking on the taskbar of the screen and choose Task Manager. Make sure you have the “Processes” tab available/clicked.
    • When the issue occurs right-click on Acrobat of Reader process to create dump files (screenshot attached)

          

    Step 1: Download the Procmon tool from https://docs.microsoft.com/en-us/sysinternals/downloads/procmon

    Step 2: launch procmon.exe.

    Step 3: Set the below filter in procmon (optional ), do the required steps/ workflow and save the logs in the end.

    The process dumps along with procmon logs will help us investigate the issue in detail. Once the logs are available, please upload the log files to either ( Dropbox, OneDrive, Google Drive or any other cloud option you have) and share the public link with us via private message:

    How to send a private message: https://forums.adobe.com/thread/1184148?start=0&tstart=0

    Tariq Dar

    53 replies

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    A
    Anonymous
    March 1, 2019

    I work for a business who has several users that have seen this problem start in the past week or so on their devices. We have ran through the list of steps to take inside of the "Resolve Acrobat DC intermittent crashes on Windows" article and then some. I have been unable to send a crash report though, because the program does not technically crash and bring up the Windows Error Reporting dialog box. Instead it freezes for a time then will function again for a short period before freezing again. The timing of this issue seems to be suspiciously close to when the last Adobe Acrobat update was applied to the system. Please advise on the next steps to take to troubleshoot this very disruptive problem.

      AkanchhaS8194121
      AkanchhaS8194121
      Legend
      February 27, 2019

      Hi All,

      Sorry to hear about the trouble.

      Are you experiencing this issue after installing the latest patch 2019.010.20098? You may confirm whether you have got the Acrobat up to date or not. Open Acrobat>Help>About Acrobat.

      DC Release Notes — Release Notes for Acrobat DC Products

      Refer to the all troubleshooting steps suggested in help article here: Resolve Acrobat DC intermittent crashes on Windows  and let us know the result.

      Check with a different PDF and see if that causes the same problem.

      Regards,

      Akanchha

      J
      jasond15969313Author
      Participant
      March 14, 2019

      Thanks Adobe,

      I've following all of those instructions. I had the latest version of Acrobat, I already had those settings, and my product was activated. Acrobat is not crashing but freezing. Although some times it freezes so long I will get the pop-up asking if I want to wait or close Acrobat. When I first open Acrobat the icon in the top right where your account sign in is gray before I'm signed in and the notifications bell is also gray and during that whole time Acrobat is frozen. Only after I'm signed in and the notifications bell lights up will Acrobat become responsive. It looks like the hang up is coming during trying to connect to Adobe server to retrieve information. Is there a way to go into "offline" mode to avoid this hang up? I am on a subscription for Acrobat. I hope this gets addressed soon because it's super annoying and a ridiculous bug for such a huge company and an expensive product. I will 100% be canceling my subscription if it's not fixed. I am at work in a large company on a fiber connection where each employee has a constant 100 up and 100 down including myself. I also have the same issue at home with top tier cable connection.

        W
        wkm-henry
        Participant
        February 26, 2019

        I'm having the same issue! Any luck figuring this out?

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