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DrunkenSloth67
New Participant
January 10, 2022
Question

Adobe Genuine Service - High CPU usage

  • January 10, 2022
  • 4 replies
  • 6079 views

Hi 

 

We are experiencing multiple devices with high CPU usage, from 'Adobe Genuine Software Service'.

We are running Adobe Acrobat DC, with verification through Creative Cloud.

 

Users are as a result, experiencing slow client performance, high fan activity and high power usage.

Uninstalling Adobe Genuine Service, makes the issue go away for a few days and then it reappers. I assume this is a result of the Creative Cloud having installation rights for this piece of Service.

 

See attached for a picture of the Task Manager.

 

 

    4 replies

    AdKraemer01
    AdKraemer01
    Participating Frequently
    March 29, 2025

    I know it's a few years since this was posted, but I'm having similar issues. It runs all the time and I've actually clocked it raising my processor temperature by 10 to 15 degrees (or at least when I disable it, the temperature drops by that much).
    I found this; haven't tried it yet.
    Your Adobe App Is Not Genuine: 4 Ways to Remove This Pop Up

    AdKraemer01
    AdKraemer01
    Participating Frequently
    March 29, 2025

    I should note that ALL my Adobe software is genuine; I pay good money for the full Adobe Suite (Creative Cloud) and it should not be constantly checking my installations. Especially not with that much CPU usage.

    Dave Creamer of IDEAS
    Dave Creamer of IDEAS
    Adobe Expert
    February 8, 2022

    Try this:

    Sign out of the Creative Cloud app.

    Use the Adobe CC Cleaner app to remove your ID Credentials.

    Sign back into the Creative Cloud app.

    David Creamer: Community Expert (ACI and ACE 1995-2023)
    AdKraemer01
    AdKraemer01
    Participating Frequently
    March 29, 2025

    I found this. You can actually delete the file.
    Your Adobe App Is Not Genuine: 4 Ways to Remove This Pop Up

    T
    Community Manager
    Tariq AhmadCommunity Manager
    Community Manager
    April 15, 2025

    Hi @AdKraemer01,

    Sorry for the trouble experience and delayed response, and thanks for reaching out. 

    Please use the steps mentioned in this Help page: https://adobe.ly/3YrBBr1, under the section titled: "Collecting logs when Acrobat/Reader hangs or freezes" use the steps for this service: "Adobe Genuine Software Service"

     

    Also, use help us with the diagnostic logs: https://adobe.ly/3GcpPec and share the log ID with us. 


    ~Tariq

    J
    jacov68962643
    New Participant
    February 8, 2022

    I will try the uninstall process but I know it will be back. It is extremely annoying. 

    BarlaeDC
    BarlaeDC
    Adobe Expert
    January 10, 2022

    Hi,

     

    If you are sure your Adobe install is genuine, then you can follow this -

    https://helpx.adobe.com/genuine/uninstall-adobe-genuine-service.html

     

    Not really an explanation as to why it is high, but it should solve the problem.

      D
      DrunkenSloth67Author
      New Participant
      January 11, 2022

      I have tried this on another user, and she experiences she has to remove the AGS 2-3 times a week. 
      I have a feeling that the Creative Cloud, reinstalls it. I can't see how else it would be reapplied.

       

      This is in a corporate environment, so maybe this is determed in the installation process, that it is a requirement?

      BarlaeDC
      BarlaeDC
      Adobe Expert
      January 17, 2022

      HI,

       

      I don't know much about coporate installs, but I would guess most of it is configurable by the team that installs it.

       

      (although that might be reading too much into the "Ensure company control" tagline)

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