High CPU on Acrobat Pro (64-bit)

[Marios26579148cqu1]

The issue persists already for several months. Unfortunately, did not notice when exactly started. 

So we have Acrobat Pro, version 2022.003.20314 (64-bit), Windows 11. There are three issues:

(1) After opening Acrobat (usually when you open a file, but sometimes when you just launch) in 15-20 sec the program freezes for about 10 sec. Then you can work normally and unless you open another pdf all is fine. 

(2) Almost always upon fully closing Acrobat task manager shows a process Acrobat.exe that is still running. This process takes 25-30% of CPU and remains forever unless you close it by End task. Sometimes, if you have opened and closed another instance of Acrobat without hanging the Acrobat.exe process, then a new background Acrobat.exe process appears. They all drain CPU eventually rising to 100%.

(3) Adobe plug-in in Chrome and Edge is often not working. Either need to restart the PC or shutdown Acrobat.exe process numerous times. 

Both (1) and (2) problems seem to happen more often when opening files on the network. Opening local files usually works fine. Problem (3) is probably caused by errors from problems (1) and (2). 

Already tried the following: (a) disabling the Protected Mode at Startup, (b) reinstalling / repairing Acrobat, (c) a fresh install of Acrobat on a different PC. Nothing helped. 

Would highly appreciate any help. Please let me know if you need any logs. 

[MeenakshiNegi]

Hi Marios26579148cqu1,

Thank you for reaching out.  

As the application freezes, try the troubleshooting steps suggested in the following help document: https://helpx.adobe.com/x-productkb/global/troubleshoot-system-errors-freezes-windows.html.

Also, try a clean reinstall of the application. First, remove the application and run the cleaner tool (https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html) on the machine. 

Reboot the machine and reinstall the application from the following page: https://helpx.adobe.com/acrobat/kb/acrobat-dc-downloads.html. 

If the issue persists, share the crash logs and the process logs with us.

For crash logs, you may use the step suggested on the following page: https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html.

Use the Process Monitor tool (https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html) to get the process logs. Then share the link to the logs file with us.

You may share the file using the steps provided under "Share an anonymous and public link to the file" on the following page: https://helpx.adobe.com/acrobat/using/sharing-pdfs.html.

Let us know how it goes.

Thanks,

Meenakshi

[Marios26579148cqu1]

Hi Meenakshi,

Thank you for quick reply. I ran the Process Monitor tool, but don't know which log files you need. Therefore, I packed the whole output folder. Hope that helps.

https://drive.google.com/file/d/1zlYhGTa3SrZoxoUzj4Qzh6vP6frqKx08/view?usp=sharing 

[Marios26579148cqu1]

And here is the dump file from Task Manager

https://drive.google.com/file/d/1iYFCHp2PTuNDh9Tr-zCHfgsIv6AHSSt9/view?usp=sharing 

[MeenakshiNegi]

Thank you for sharing the logs.

Please confirm if the troubleshooting steps didn't help.

Did you try reinstalling the application?

Try once to create a new profile on your machine and install Acrobat there. Check if that works fine or if you experience similar behavior.

Thanks,

Meenakshi

[Marios26579148cqu1]

Yes, tried everything, including reinstalling on a new PC, installing both 32 and 64-bit versions, cleaning everything and everywhere after each reinstallation, etc. Very strange. 

Also, checked with my colleague (i.e. same network) - he has no freezing, but has problem (2) - Acrobat.exe process does not close and continues to drain CPU resources.

[MeenakshiNegi]

Hi Marios26579148cqu1, 

Thank you for the confirmation. 

We will get the logs checked by the team and will update you with more information.

We appreciate your patience so far.

Thanks,

Meenakshi

[Marios26579148cqu1]

Hi MeenakshiNegi

Are there any updates in respect of checking the logs?

Thank you,

Marios

[MeenakshiNegi]

Hi Marios26579148cqu1,

The team is looking into this. 

We will update you when we have more information.

We appreciate your patience.

Thanks,

Meenakshi