Adobe DC task opening multiple times, CPU 100% (pdf preview)

[^Karolina]

Every time I work in tyhe web app or java application where I have multiple PDF documents that I try to open  (I open one at a time) I keep on having my screen frozen, CPU jumps to 100% and multiple adobe tasks open in task manager, yet no preview loads (the screen remains grey)

1. I must stick to the Version 21 of Adobe DC

2. Adobe is set as a default pdf reader

3. Running Win 10 

it feels like Adobe is trying so hard to open the preview and it fails miserably so keeps on opening another and another adobe task

no error appears, sometimes killing the task (Adobe task) from task manager resolves the issue but just for a short while..

[S. S]

Hi @^Karolina,

Hope you are doing well. Sorry for your experience! 

Have you tried running the app as administrator? Are you using any third-party plugins? If yes, have you tried removing them? 

 Open the plug_ins folder (Program Files\Adobe\Acrobat\Acrobat\plug_ins) and move any third-party plugins out of the folder, and try again.

Also, please try clearing the app preferences. Steps can be found here: How to reset Acrobat Preference settings to defaul

If none of these help, please help us gather the logs from your machine: https://adobe.ly/3TaYPz5. Please make sure Procmon is selected. You can upload logs using this tool and share your Unique log ID with us. 

^Souvik

[^Karolina]

Hi!!

thanks for the guide

Here are the findings: 

1. removed plugins (i just renamed plugins folder to .old) - thsi did not solve the issue

2. i tried to reset preferences following the attached guide but when navigated to the folder u mentioned there was no PREFERENCES folder underneat (yes, i did select to show hidden items)

3. now i selected in properties to run the Adobe in the Win 8 compatibility mode, lets see, if that helps.

if not, i will attach further the logs

[S. S]

Sure @^Karolina,

We will be on standby.

While you work on the logs, please also create memory dump files from Task Manager, upload those on the cloud, and share the link with us.

To create a memory dump, go to the details tab on Task Manager-> right-click the processes for Acrobat-> click "Create memory dump file"-> Change the location as per your desires.

Look forward to hearing from you.

-Souvik

[Edyta_Malaspina9046]

Hello!

I just wanted to follow up with you regarding the case, we are still looking for a solution

i have gathered the logs with the diagnostics tool, already submitted, here is the reference: d83e5599-c500-4c78-97b2-e4fc3648e596 

lease let me know if you come up with something, thank you

[S. S]

@Edyta_Malaspina9046 Thanks for sharing the log ID.

From the screenshot, I see Internet Explorer using most of your system's RAM, and cannot see Acrobat anywhere in the list.

If that is not the case, please let me know and we can take this further.

-Souvik

[^Karolina]

Hi, Yes, sorry the automatic thing that comes to my mind is to close the tasks as soon as I connect to the machine because they all block the CPU so I think I did close it before i registered this in my brain 😄

Anyway, I am sure you can see it in the diagnostics logs that were submitted, can you you confirm?

Here is the usual scenario:

We have an app running in the java environment, in this app there are multiple PDF to be reviewed (one at a time), default within java app it is set to open with INTERNET EXPLORER, however, when clicking on the file to open you can see that internet explorer is not loading (remains as a grey page, consuming lots of CPU) and apart from that multiple Adobe tasks are starting to come up, everything in total leads to 100% CPU and it just blocks.

it does not always involve this java app, also in another web application we are having same obstacle (IE loading, high cpu, multiple adobe tasks running, total 100% cpu, and at some point if we are lucky enough we get error message from Adobe)

see: 

[S. S]

Hi @^Karolina,

Thanks for the detailed insights. 

While I discuss this with the team for investigation, may I suggest a few steps to see if they help? 

First, open Acrobat-> go to Preferences-> Security (Advanced)-> uncheck the checkbox saying, "Run in AppContainer."

Once done, restart the app and check again.

If that doesn't work, you might want to re-check/ repair the Windows Installer Service:

1. Go to Start-> search "Services;"

2. Locate Windows Installer;

3. Right click-> select "Restart;"

4. In case the service does not show the status as running, right-click to select "Start;"

If this does not work, you can re-register the Windows Installer Service. To do so:

1. Go to Start-> search "CMD;"

2. Right-click to Run as Administrator;

3. Type the command:

•  %windir%\system32\msiexec.exe /unregister and press Enter;
•  %windir%\system32\msiexec.exe /regserver and press Enter;
•  %windir%\syswow64\msiexec.exe /unregister and press Enter;
•  %windir%\syswow64\msiexec.exe /regserver and press Enter;

4. Now, restart your computer once.

Let me know if this eased your experience while I get back to you with what I hear from the developers on the Log ID.

Note: Please update the app to the latest version (2024.003.20180) for the best experience! As the screenshot shows, the version you are using is three years old and can cause issues.

-Souvik