Adobe freezes while scrolling in a newly opened PDF

[Nillus]

Right after opening a PDF file, I'll start scrolling down the file and it will suddenly freeze up/get stuck scrolling and refuse to move up or down the document for a few seconds, until Adobe decides to catch up and start scrolling again. It makes it painful to open and verify different documents when it's happening in several different PDFs. I've checked the following: 

Tried the Repair in the Help tab. 
Tried a repair from the Modify option in the Add or Remove apps sections in the Windows settings. 

Tried reinstalling Adobe as the admin. 

Tried Clearing cache/temp files. 

Tried pausing Microsoft OnDrive because of profile/UEV sync. 

Nothing has improved on the issue so far. Not sure where else to go from here and was looking for additional suggestions. 

[Sanjeev_Pratap]

Hi @Nillus 

Thank you for raising the issue. This is certainly not what we want our users to experience. 

First thing could you try updating to the latest version ( Go to Help >> Check for updates) and see if resolves the issue.

To better assist you, we request you share few details :

• OS Version
• Adobe Acrobat Version that you are using
• Is the issue specific to a file? If Yes, please share the file if possible.
• If you are experiencing App freeze/ Crash, you could share dumps with us by following https://helpx.adobe.com/in/acrobat/kb/collect-logs-crash-freeze.html.

Regards

Sanjeev

[Nillus]

This is our current version on a Windows 11 PC: 

There is no option to update under Help. As per my original message, this is not tied to a singular PDF file. It happens to several in different locations. This only started happening recently, within the last month. 

[Sanjeev_Pratap]

Hi @Nillus 

Could you please collect logs by following Adobe Acrobat Diagnostics Logs. 

You could share the logs with us for faster resolution.

Meanwhile I have raised this issue for investigation.

Regards

Sanjeev

[Tariq Ahmad]

Hi @Nillus,

Following up to check if the issue got resolved for you. If not, would you help us with the log, as requested by @Sanjeev_Pratap?    
Also, let us know if the files you are trying to open have comments. 

~Tariq

[Nillus]

The files I'm trying to open may or may not have comments, but I think I may have narrowed down the issue. It seems to be tied to the moment that the Adobe application signs into the user's Adobe account in the application. That's when the scrolling freezes up. I have both a video of this behavior and the basic log files for it. 

I discovered this by opening a pdf (any pdf) and scrolling up and down until it eventually "froze" which happened to coincide with the moment that the user profile picture loaded in the top right corner of the application. I also learned that if you open one pdf file (that you don't actually need to look at or use) and leave it open and minimized, any additional pdf files you open will not freeze anymore, because the application instance is already running and signed in. 

The user workflow is to open and close many PDF files, back to back, to review and submit. So this is not a real solution and more of a workaround. It does not seem to be an issue in the newer Adobe layout, but without confirmation that Adobe will officially be moving over to that new layout, she is not willing to spend time re-learning the functions within the new layout. 

Please let me know where to submit the log and video files moree directly, as I cannot postt them in a community support forum. 

[Tariq Ahmad]

Thanks for sharing the detailed observation and your finding of the issue. This is helpful. 

I will send you an email ID via private message, and you can send the logs and video over email. Kindly upload the video and logs to any cloud drive and share a downloadable link.  

~Tariq

[Aakash Deep]

Hi @Nillus ,

Could you please share the dumps with us for further investigation?

[Johan300432954rfx]

Hi, I do have the very same (or very similar) issue: Adobe is hardly usable on my Windows 11 Workstation, it "freezes" when I try to scroll even the smallest documents. I've tried "everything", nothing helps.

[Tariq Ahmad]

Hi @Johan300432954rfx, 

Sorry for the troubled experience. Could you please collect logs by following  Acrobat Diagnostic tool 
You may also collect memory dump: Acrobat logs

~Tariq

[sincere_image5316]

Was there any solution to this? I have the same issue on Win 11

[Amal.]

Hi there 

Hope you are doing well and sorry for the trouble. 

Would you mind sharing the version of the Acorbat application you are using? Go to Help > About Acrobat and make sure its updated to the latest version 25.01.20577 go to Help > Check for updates and reboot the computer once. 

If it still doesn't work, please share the logs as requested in the previous response. 

Let us know how it goes

[Nillus]

When I followed up with support, no. I was told there would be a level of expected slowness at startup/launch of Adobe. It seems to line-up with when the application is signing in your Adobe account. 

The only workaround I found for our users at the time, was to open the Adobe application on it's own first, to allow the login process to occur, and then only close out of the tab/window for the PDFs instead of the entire application. That should keep the Adobe app from having to login every time you open a documentm since there's a running instance of it in the background. 

[Nillus]

I forgot to add, that this occurred regardless of the GUI in Adobe, Old/New. Though many of our users prefer the old GUI since the plugins are easier to reach. 

[Dave Creamer of IDEAS]

Do the problem documents have outline text (technically, they are graphics) or is it editable text?

[Nillus]

It happens to any and all PDFs, manuals, plain PDFs (a notepad text file with very little text on it printed to MS Print to PDF), forms, outlined, indexed, or bookmarked. So we know it's not document specific at least. But anything heavily formatted or larger in file size freezes/lags even more than some of the simpler documents. 

[Dave Creamer of IDEAS]

Have you disabled (or better yet, removed) any plugins to test it? 

[Nillus]

That would be difficult to do since it is tied to our document management system, even if it was the reason/fault. It only started occuring after an Adobe update and is spread across all of our systems. Which one specifically, I would have trouble telling since the user didn't report it right away. 

Though on my personal PC, unrelated to our systems, I can recreate the same behavior on Adobe Reader. That means its tied to some other process potentially, aside from logging in. I'm not signed in since I don't own an Adobe license for this personal PC. There's a portion of the GUI  that's delayed in loading when launching which is in the bottom-left corner, if that's any hint, and it's shared with Acrobat Pro. 

The way it presents, is if you have a long-enough document that you're scrolling through, (I drag the scroll bar up and down continuously with my cursor until it freezes to simulate this while testing) your scroll action will freeze while this process finishes loading. You get it back once it's finished loading, but it's halting when it happens on every PDF that's being reviewed unless using the workaround I mentioned earlier. 

[Dave Creamer of IDEAS]

I realize it was only after the update, but it's possible a plugin needs updating too. I recommend just disabling/removing them as a test. 

You may want to turn off auto-updates to Acrobat too. 

[Nillus]

A separate PC, unrelated to this network, running Adobe Reader without any plugins and without being signed in is suffering from the same effect, so I don't believe it has anything to do with the plugins themselves. I'll update with what I am able to do later.