Dec 2023 Acrobat DC Pro Freezing for multiple users

[nicks48685564]

Hi in the last week or two i am getting complaints from multiple users running Acrobat DC Pro that the application hangs or freezes throughout the day when opening any pdf.    we are running acrobat DC Pro on Windows 11 and i have tried running repair and clearing recent file list to no improvement,   this has just started happening .    anyone else experiencing this?  please dont provide links to year(s) old remedies as i have tried those.   this seems to be a global issue not an install issue - perhaps a bug in latest update?

[Abambo]

Maybe you could start with posting your current version number of Acrobat and your OS and exact version. That could help to identify the issue, if the issue is related to the version. You could also try to reset the preferences for the users concerned.

My systems do not experience hangs or freezes, even that I had in the past a bad behaving machine. A screen driver update solved that.

[nicks48685564]

Hello, the Acrobat version is 2023.006.20380  64bit and the OS is windows 11 Pro 22H2  build 22621.2861.   i have 11 users with this setup and all have been working without issue for over a year and this problem just started happening . im guessing its either a windows update issue or adobe update issue so i was hoping others out there also experienced this and found resolve  or input from adobe to repair

[Miron123]

Have you done anything that has fixed this for you? my users are having the same exact issue. 

[nicks48685564]

unfortunately no

[William30663644da7b]

I would like to Reply on this as well.
I am the senior systems engineer for the company I work for and I have had multiple users at multiple locations having this same issue. 

Between them, they are running Windows 10 22H2 and Windows 11 23H2. 
They are running the most current version of Acrobat Pro 2023.006.20380 64 Bit

I have personally experience this issue this morning just trying to close a document that I opened.
It hung for about 5-10 seconds and then closed. 

Most users are reporting continuation of the 5-10 seconds of opening or closing PDF Files. 
These users have divers OS, locations and job functions. 

I am all eyes on this issue if an Adobe Engineer could direct me on what I can do to assist. 

[Marc31445597j3dq]

Hello
I also have the issue, win 10 / w11 , adobe dc pro 32/64 bits. At least 25-30 users impacted since last week.
So far no luck with update, lets wait a bit for an official statement / update on this manner

[William30663644da7b]

I do not know the setting, but I heard through the grapevine in my account department, they found a fix changing some trust settings. I am awaiting reply from the person who informed me of this. 

[William30663644da7b]

Not a fix in my oppinion, but a work around is below,

. I was able to reach out to *user* and co-workers and have them disable the protected mode and enhanced security today.

This seemed to resolve the issue, but disabling securities is worse than a band-aid. 
This is still an issue at this time. 

[William30663644da7b]

Hi William, This issue with Adobe DC is nothing new! You will find that this issue will happen every year or more during some type of update or change. I have experienced this in the banking industry where I communicated directly with Adobe software engineers. Enhanced security and Protected mode..unchecking those will stop the enhanced security from checking the PDF for PDFs from outside of the company, basically the samething an antivirus and email filters will do so, this feature IF behind a firewall and having anti-virus and email filtering enabled will be sort of redundant...and that is per an Adobe engineer I worked with a few years ago! The thing with Adobe is that they have to be safe for ordinary home users who do not have this type of security and where the majority of their PDFs are originated from outside.

I hope this helps. 

[Marc31445597j3dq]

Lastest update https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/continuous/dccontinuousdec2023qfe....
seems to have solved the issue for all my users.

[nicks48685564]

i reached out last week to support and was told to remove and reinstall , i tried this for one user and they say so far its been good.  i'm going to wait a little longer before i do this for all as the install of adobe is slooowww

[Lilyann28633775hxzn]

I pushed this app out via Intune and am not removing and reinstalling for the entire company

[nicks48685564]

yes removing and reinstalling to these software companies is a simple thing but not when your dealing with multiples and particularily with how long theirs takes,   i dont know about others but my experiences with Adobe and thier products is going down and down, used to be reguarded as the premier product and Co.  but not in my opinion ,   makes me reconsider other pdf platforms  

[Lilyann28633775hxzn]

It is happening for my users with Adobe Standard DC, users with Reader are not having any issue. Fully patched laptops with the latest Adobe version too. I have a ticket opened.

[allen_2440]

for my user using the Reader version and freezing, in the menu colicked on "disable new adobe reader" feature and that helped, it does not help for hte Pro users.

[Melissa34622460xezu]

I am so glad it's not just me! I have used Adobe forever and this is the first time I have had any issues. I have removed and re-installed, I've gone through all of the recommended corrections and NOTHING works! Hopefull Adobe gets their act together and gets this fixed. It's extremely frustrating trying to get work done and the program stops working. 

[allen_2440]

I had a chance to look into why the 10 user are freezing with adobe Acrobat Pro with the county. 

I suspect the root cause to be Adobe Creative Cloud which has a package called "Adobe Creative Cloud  Files"

If you attempt to remove Adobe Creative Cloud from the computer and it fails due to product requires Adobe Creative Cloud. It likely the Adobe Creative Coud Files.

I logged in the computer locally as Administrator. (due to security)

Uninstalled all Adobe Product, the Creative Cloud should fail.

download Adobe Acrobat Pro cleaner and Adobe Creative Cloud remover.

with all adobe product removed I ran the Adobe Acrobat Cleaner first.

Then ran Adobe Creative Cloud Remover

Checked Installed App to see the Adobe Creative Cloud is removed.

Restarted computer logged back in as Local Administroar

I went to Adobe.com and clicked login at top right

I had my user log in to the site.

Note* all my users have a subscription to Adobe Creative Cloud

I then clicked on Adobe Acrobat (Pro) to install

Went through the install process which installed Adobe Creative Cloud then Adobe aCrobat Pro.

Once it looks to be done give a minute or two to allow any kind of back ground configuration.

Retarted the computer and had user log in and test.

I had a light user whose computer was freezing on simple open and close.

I had a medium user who scrolls large multiple pages and it would freeze up

I had a heavy user who worked with large PDF and needed to be able to edit, it would freeze up during editing.

I suspect Adobe Creative Cloud Files which has been discontnued was the reason it was freezing up. It is a cloud storage space simmilar to Onedrive and google drive.

This is my priliminary evaluation as the issue was very intermittant and I am giving my three user a few days to verify it is resolved.