Adobe Acrobat unable to open any PDF files after clicking Cancel on a password protected file

[Colorful_help7199]

When I open any password protected pdf files to Adobe Acrobat, it prompts for the password.

If I click "Cancel" and try to open another PDF file, nothing happens.

Checking Task Manager, looks like the Acrobat process is stuck and not closing out after clicking Cancel.

I would have to manually end the process to fix this issue to be able to open another PDF file.

The issue doesn't happen if I enter in the wrong password first to get an incorrect password notification window, and then click Cancel afterwards when it prompts for the password again, or if I enter in the correct password at first and then close out of it.

I tried a couple different existing password protected files and creating a new password protected pdf file, but they're all causing the same issue.

[Meenakshi Negi]

Hi Colorful_help7199,

Thank you for reaching out and reporting this. 

As the process is stuck, please try repairing the application installation. In Acrobat, go to Menu > Help > Repair Installation.

If that does not work, please try reinstalling the application using the steps suggested below:

-Remove the application and run the cleaner tool (https://adobe.ly/3ISogDF).
-Reboot the machine
-Install Adobe Acrobat from the following page: https://adobe.ly/4nG2PFi.

If you still experience the same behaviour, please collect the logs using the diagnostic tool and share the log ID. We will get them checked.

Thanks,

Meenakshi

[Colorful_help7199]

I tried repairing and reinstalling but neither worked.

Diagnostic Tool Log ID = 23d9bdf6-f5b8-4a75-85e9-6cc20d27135c

[Tariq Ahmad]

Thanks for the update and logs, @Colorful_help7199.

Are the files you are trying to open located locally on the machine or on a Cloud or Network drive? And what happens if you open those files on a browser like Edge or Google Chrome?

Best regards,
Tariq | Adobe Community Team

[Colorful_help7199]

Local mainly. Chrome or Edge doesn't have the same problem when clicking Cancel when it prompts for the password.

Here is a test password protected PDF file that you can try testing on your computer to replicate the issue. Or you can create one yourself here to test with: https://acrobat.adobe.com/link/acrobat/protect-pdf

[Brycey92]

I'm having the exact same problem, and I just worked with an IT support client having the exact same problem. Both of us are opening local password-protected PDF files, and haven't been able to fix the issue by rebooting or cleaning/reinstalling Acrobat. The client is using a paid copy of Acrobat, while I'm using the free Acrobat Reader. Both of us are able to open the PDFs with Edge and Chrome without problems, including if we cancel the password dialog the first time and open the file again.

[Eccentric_glamour6269]

Same issue here, client updated on 02/10/2025 multiple users reporting same issue

[brandonh11760219]

We are having the same issue, mulitple clients and users from different enviroments. What is the solution? 

[stephanie_1893]

We are having the same problm.