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J
johnpinn
Participant
May 21, 2020
Question

Adobe DC - Hangs Frequently

  • May 21, 2020
  • 2 replies
  • 659 views

Good Morning,

Please can I have some help with my Adobe DC (latest version installed) hanging frequently on my laptop and this is with small file sizes (say 0.5 - 2MB).  Happens when zooming in or changing pages.

 

I have looked online and created three dump logs during this process of hanging.  The files are synced onto my One Drive account (which I am opening) but I have also tried locally just in case there was an issue.  The files work fine on other machines and it's multiple files.  I don't think it's a limitation of the laptop causing the issue.

 

Thanks,

 

John

This topic has been closed for replies.

2 replies

Amal.
Community Manager
Amal.Community Manager
Community Manager
June 2, 2020

Hi there,

 

We are sorry for the trouble and the delay in response. Please update the application to the new version 20.009.20065 and see if that makes any difference. Go to Help  > Check for Updates

 

Let us know how it goes

 

Regards

Amal

J
johnpinnAuthor
Participant
June 3, 2020

Hi Amal,

 

Thanks for the reply, I updated this morning although that must be quite a new update.  The same issue exists.

 

I tried opening the PDF file in Firefox and the file runs fine there although I don't know if Acrobat is heavier on processor usage.

 

The files I'm looking at are about 10 pages long and circa 5MB.

 

Thanks,

 

John 

Amal.
Community Manager
Amal.Community Manager
Community Manager
June 15, 2020

Hi there

 

We are sorry for to hear that the issue still exists.

 

A new version 20.009.20067 is now available for Adobe Acrobat/Reader DC. Please try to update the application to the new version and see if that works for you.

 

Also please try to download the file locally to your computer and try to open with Acrobat/Reader DC and check.

 

If the issue still persist, please try to turn off the protected mode for testing. Go to Edit > preferences > Enhanced Security > Turn off the protected mode and uncheck the Enhanced Security > Click OK and check.
Note: Please turn on the security after testing.

 

If it still doesn't work, please create a new test user profile with full admin rights in Windows and try using the application there and check.

 

Let us know how it goes

 

Regards

Amal

    J
    johnpinnAuthor
    Participant
    May 21, 2020

    Bit more information.  Link to my DMP files here

     

    Tried the repair tool and I've cleared all my preferences as per another thread.

     

    Account Detail:
       User Rights: Admin
       User Account Control: Limited
       Process Integrity: Low
       Profile Type: None
    Acrobat Detail:
       Sandboxing: On
       Protected View: Off
       Captive Reader: No
       Multi-Reader on Desktop Support: Off
    Available Physical Memory: 1683196 KB
    Available Virtual Memory: 3905112 KB
    BIOS Version: HPQOEM - 0
    Default Browser:
    Default Mail: Microsoft Outlook
        mapi32.dll
        Version: 1.0.2536.0 (WinBuild.160101.0800)
        Creation Date: 2019/10/01
        Creation Time: 18:53:26
    Display Detail:
       Screen Width: 1920
       Screen Height: 1080
       Number of Monitors: 2
       Number of Mouse Buttons: 8
       Has Mouse Wheel: Yes
       Has Pen Windows: No
       Double Byte Character Set: No
       Has Input Method Editor: Yes
       Inside Screen Reader: No
    Graphics Card:
        Version: 0.0.0.0
        Check: Not Supported
    Installed Acrobat:
    Installed Acrobat: C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AcroRd32.exe
        Version: 20.9.20063.381938
        Creation Date: 2020/05/04
        Creation Time: 01:13:06
    Locale: English (United Kingdom)
    Monitor:
        Name: Intel(R) UHD Graphics 620
        Resolution: 1920 x 1080 x 59
        Bits per pixel: 32
    Monitor:
        Name: Intel(R) UHD Graphics 620
        Resolution: 1920 x 1080 x 60
        Bits per pixel: 32
    OS Manufacturer: Microsoft Corporation
    OS Name: Microsoft Windows 10
    OS Version: 10.0.18363 
    Page File Space: 4194303 KB
    Processor: Intel64 Family 6 Model 142 Stepping 10  GenuineIntel  ~1800  Mhz
    Session Detail:
       Boot Type: Normal
       Is Shutting Down: No
       Network: Available
       Inside Citrix: No
       Inside VMWare: No
       Remote Session: No
       Remote Control: No
       Using JAWS: No
       Using ZoomText: No
       Using Windows-Eyes: No
       Using NVDA: No
    System Name: LAPTOP-922EIISH
    Temporary Directory: C:\Users\John\AppData\Local\Temp\acrord32_sbx\
    Time Zone: GMT Standard Time
    Total Physical Memory: 4194303 KB
    Total Virtual Memory: 4194176 KB
    User Name: John
    Windows Detail:
       Tablet PC: No
       Starter Edition: No
       Media Center Edition: No
       Slow Machine: No
    Windows Directory: C:\WINDOWS

     

    Thanks in advance!

     

     

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