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

Community Beginner ,
Feb 22, 2019 Feb 22, 2019

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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!

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correct answers 1 Correct answer

Adobe Employee , Jul 31, 2019 Jul 31, 2019

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 investiga

...

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Participant ,
Apr 17, 2019 Apr 17, 2019

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Mine has been good for a while now after the signature setting adjustment.  But Yesterday it came back with a vengeance and I gave up after third restart.  Switch to today and I have no trouble.  I didn't change anything. Go figure. I'll hope something gets addressed to clean these callbacks up in future versions. 

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New Here ,
Apr 23, 2019 Apr 23, 2019

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I have the same issue. I have the newest update (19.010.20100), and have tried both disabling security and signatures. No luck. Damn annoying!

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New Here ,
Apr 23, 2019 Apr 23, 2019

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By the way. It seems like the freezing is related to logging into the cloud etc. At the right upper corner of the window, this symbol is grey at first, and you can scroll in the document:

Annotation 2019-04-23 155843.png

When it turns blue, the app freeze for 10 sec, and then works normally. I also notice that the messenge icon also takes a couple of seconds to load.

Annotation 2019-04-23 155902.png

Please fix this ASAP!

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New Here ,
Apr 24, 2019 Apr 24, 2019

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I have turned off enhanced security and signature verification. And am still seeing the issue.

What i do notice is that the freeze happens at the exact same time that the "Provide Feedback" bubble in the top right corner of the application appears. Every time.

I am assuming that adobe is pulling system information and either passing it to the cloud. I also always see the Adobe Acrobat DC (32 bit) process have a spike in network traffic as soon as it begins responding again. Seems like it is mining your system information at a cost to overall application performance.

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New Here ,
Apr 24, 2019 Apr 24, 2019

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Wait, Did a clean and reinstall and now it only freezes for a fraction of a second during login.

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New Here ,
Apr 30, 2019 Apr 30, 2019

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This issue is enraging. Still no resolution. Earth to Adobe, can you hear us?

None of the workarounds made any difference.

Affecting two computers, both of which never had reader installed.

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New Here ,
May 01, 2019 May 01, 2019

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For the issue of PDF’s taking 2-5 mins to open up on the initial opening.

The following addressed my issue so far.

  • Open Adobe
  • Hit Control+K
  • Go to Category Security (Enhanced)
  • Deselect Run in AppContainer
  • Click Yes to the Warning Pop up window
  • Close Adobe
  • Reopen Adobe

Also implemented this fix on 3 other computers and it addressed the issue.

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Participant ,
May 01, 2019 May 01, 2019

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I have the same problem. Acrobat Pro freezes for several seconds when opening the program, or double clicking on a PDF file when the Acrobat isn't running.  Initially, it will run fine for the first few seconds while the profile icon is gray. But then once it turns blue, it will freeze for 5-10 seconds.

Disabling signature verification did not change anything.

I could not sign out of my Adobe account, otherwise I would have to re-register every Adobe program again.

Disabling "Sync preferences across devices and document services" did not change anything either.

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Community Beginner ,
May 01, 2019 May 01, 2019

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Well get this.  I posted on another thread but I HAD a case open with Adobe about the Acrobat DC Pro causing the crashing.  They emailed Monday that they would get back to me soon.  This morning I get an email that they closed the case.  How do they close a case if it is not resolved.  No wonder why they haven't come up with a fix, support keeps closing the cases so the developers probably don't even know about it.  Just can't believe Adobe cares so little about customers.

TRYING AGAIN ADOBE.  ARE YOU OUT THERE?  DO YOU CARE AT ALL OR DO YOU JUST WANT OUR MONEY ANNUALLY????

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Participant ,
May 01, 2019 May 01, 2019

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I would suggest that anyone who's had enough with Acrobat pro DC have a gander at Bluebeam Revu. 

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New Here ,
May 02, 2019 May 02, 2019

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None of the proposed solutions work for me except leaving Adobe open.

Sorry but this is a pain in the ass having it hanging there for nothing.

ADOBE ANYONE WORKING ON THIS ISSUE?

Your chat support just refused to take the ticket saying this was a matter to see with my entreprise IT company.

Just a disgrace.

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New Here ,
May 02, 2019 May 02, 2019

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I can tell you that, I have had to replace/reimage computers that have been installed to the latest and greatest Adobe Pro patch.

I am currently downgrading all of my users that are experiencing these issues with Adobe crashing multiple times and affecting Outlook etc etc.  To the Version from 2015 - patch 58 as my Adobe rep asked me to do to test it for them. 

I also was made aware, they know about the issue and are doing nothing to fix it.  They are asking their customers to do the work to fix the issue and communicate back how we got it working. 

Not a good way to operate IMO.  Customers are paying for the use of the software and getting shafted on the support.  Obviously, just look at the responses and lack of anything more than uninstall, run the cleaner and download/install again.  For most of us, we would have already done this before opening a ticket, but thanks for telling us what we already know and still not providing a solution for out 100 users.

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New Here ,
May 03, 2019 May 03, 2019

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Anyone know where to get installer for older versions of Acrobat DC? Something before February 2019 because seems like that is when this issue started. (Need Subscription based)

Thanks

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Community Expert ,
May 03, 2019 May 03, 2019

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New Here ,
May 03, 2019 May 03, 2019

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I can give you the links that were given me.  I will also give you the steps that were given to me to follow.  I cant explain why I was told to do it this way...only that it came from Adobe Customer Care

Uninstall Acrobat Pro and Reader

Run the Adobe Cleaner tool

download the Trial version of Photoshop - you do not need to install it.

https://www.adobe.com/products/photoshop-elements/download-trial/try.html

Download the version from  2015 using the link below.

https://prodesigntools.com/adobe-cc-2015-direct-download-links.html

then apply the patch ending in .58

https://supportdownloads.adobe.com/product.jsp?product=1&platform=Windows

This has fixed the issue for me for now.  I have run this on win 10 and 7.

Let me know if this helps

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New Here ,
May 06, 2019 May 06, 2019

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I have had this same issue for the last few weeks. Windows 10 Pro, v1809, Acrobat Reader DC, 2019.010.20099.

However, it's not exactly as others describe. In my case the 10sec freeze occurs about 3-5 secs after opening Acrobat Reader DC, and even if no document is loaded. So it's not about any PDF document contents, it's about the startup processes of Reader DC itself.

Disabling "Enable protected mode at startup" appears to fix it.

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New Here ,
May 17, 2019 May 17, 2019

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my issues are solved since last update version 2019.012.20034.

Not a single freeze since.

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New Here ,
May 17, 2019 May 17, 2019

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My issues are surprisingly solved as well with the newest update (v. 2019.012.20034). Thanks Adobe

Hopefully it stays like that.

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Explorer ,
May 17, 2019 May 17, 2019

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I did the newest version fresh install yesterday and it did not help... is there a separate patch or something.. looking all over the forums. Asked Adobe but have not heard anything back.

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Adobe Employee ,
May 22, 2019 May 22, 2019

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Hi All,

Glad to hear, latest patch has fixed this issue.

JenWing, have you installed the latest patch 2019.012.20034? If there's any trouble installing the latest patch, then you may refer to the release notes: DC Release Notes — Release Notes for Acrobat DC Products

Let us know how it goes.

Thanks

Akanchha

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Explorer ,
May 22, 2019 May 22, 2019

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I have uninstalled and reinstalled the program 4 times (I did twice and Adobe did twice..)  I was moved up to Level 2 support with adobe. Still crashes. Unless this patch came out in the last 24 hours, Adobe is  telling me I have to recreate the user on my computer, so for now I have resorted to using Adobe 2017. Still trying a couple more things - I seem to have two cases open with Adobe so we will see. Just frustrating when I pay for a subscription.

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Explorer ,
May 17, 2019 May 17, 2019

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can you provide instructions how to disable this mode on startup... the minute I open Acrobat and Click anything it locks up..

I am willing to try anything at this point- so frustrating...

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New Here ,
Jun 12, 2019 Jun 12, 2019

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I have the same issue here in the company. Several machines freeze when opening the adobe and worst than that, users click on the pdf document and adobe doesn´t open. It opens only after restarting the machine.

We are using Windows 10 with Adobe Acrobat 2019.012.20034

Any ideas?

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Explorer ,
Jun 12, 2019 Jun 12, 2019

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andrecrodrigues.......

I may have something that can help.... these instructions were given to me by Adobe and since I deleted the file mentioned below I have not had any problems.   I am not sure how this might affect your situation  - not sure if the file affects teams that share files, but it worked for me...   See my extra notes to you in italics.

  • Take a backup of the AdobeCollabSync.exe binary file in “C:\Program Files (x86)\Adobe\Acrobat DC\Acrobat\AdobeCollabSync.exe” and then delete it from that folder. Then launch Acrobat and if it still crashes, share the dump for that as well. I deleted the .exe file and reopened Acrobat DC  - the program did not crash at all.
  • Also notice that if AdobeCollabSync process is appearing in the Task Manager still ? I checked and it was not running.
  • After above steps you can revert the AdobeCollabSync.exe file.  I did this and it crashed again so I went back and deleted the file and have not restored it since... and no issues with Acrobat DC  - Adobe was still going to try to troubleshoot to see if they could find a way to fix it so the file could remain but I have not heard back from them in about a week.  I am good with the way it works now and have noticed no disruptions so I just left things the way they are.

This may help, it is worth a shot... I am on Windows 10 with the same Acrobat DC version.

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New Here ,
Jun 13, 2019 Jun 13, 2019

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Hi Jen Wing,

I opened a case with Adobe to investigate this issue, we are facing this problem for a long time. Let´s see what they say and I will share my findings.

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