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Adobe Pro Loses Functionality

Community Beginner ,
May 23, 2023 May 23, 2023

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For about the last two months, my Adobe Acrobat Pro (2023.001.20174) will stop working properly without warning. I have had Adobe tech support review the issue several times. They have uninstalled and reinstalled the program but the problems persist. I download a large document and then break it down and forward portions to various parties. In the page view, the magnifier (in black frame, see below) will freeze and become unmovable. The highlighter will not work properly. I cannot move pages around in the document. The only option I have to restore functionality is to close out of any and all Adobe documents that I have open and reopen the document. It will then operate normally for a bit and then resume the with the anomalies.

Adobe Magnifier.pngexpand image

 

 

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Adobe Employee ,
May 24, 2023 May 24, 2023

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Hi @Sarah5782 

Hope you are doing well and sorry to hear that

Is this an issue with a particular PDF file or with all the PDFs? Please try with a different PDF file and check. If the file is stored on a shared network/drive please download it to your computer locally and then try again.

What is the version of the Acrobat DC you are using? To check the version go to Help > About Acrobat and make sure you have the recent version 23.01.2017X installed. Go to Help > Check for updates and reboot the computer once.

Also try to repair the installation from the help menu (Win Only) and see if that works.

Please try to reset the Acrobat preferences as described here https://community.adobe.com/t5/acrobat-discussions/how-to-reset-acrobat-preference-settings-to-defau...

You may also try to create a new test user profile with full admin rights in Win or enable the root account in MAC and try using the application there and check.

if it still doesn't work, collect the Adobe CC logs https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html , Procmon logs (Win Only) https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html  and Adobe Crash logs https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html and share them via any cloud storage. Just upload the log file to the cloud and generate the link and share that link with us for further investigation.

Regards
Amal

Regards
Amal

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Community Beginner ,
May 24, 2023 May 24, 2023

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The problems happen with different documents. I have the latest version and updates. I have had at least three Adobe techs do several registery edits and uninstall/reinstall. I have had a new hard drive installed. Yet the problems persist. I don't want to do any new user profiles. I don't know what logs to which you are referring. I cannot provide any screenshots of something not working. I have given up on actually finding any resolution. I am curious to see if anyone else is experiencing these issues.

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Adobe Employee ,
May 26, 2023 May 26, 2023

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Hi there

 

We are sorry for the trouble. We would need the logs mentioned above to investigate the issue.

 

Request you to please share the required logs so that we can isolate the issue for the fix.

 

Regards

Amal

Regards
Amal

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Community Beginner ,
Jun 26, 2023 Jun 26, 2023

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At this time, we are assuming that there is a hardware issue with my computer based on this and other factor. We will see if the problem occurs when the new one is up and running.

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