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I purchase Acrobat pro CC license and it freeze after open PDF file.

Community Beginner ,
Jan 11, 2024 Jan 11, 2024

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I purchase Acrobat pro CC license and use it to open PDF file, then it always FREEZE Acrobat pro, I try open the same file with another PDF viewer is working fine, can you help?
1.This PDF file export from AutoCAD.

2.Don't advise me to change export condition from AutoCAD, since the PDF file is export by contractor, I cannot force them to change from their side, the issue is from Acrobat pro CC.

3.The same PDF file open on another PDF Viewer (except Adobe Reader) is working fine, No FREEZE !!

Thank you.

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Crash or freeze , PDF

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Adobe Employee ,
Jan 11, 2024 Jan 11, 2024

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Hi @ICT Laguna
 
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 23.08.20458 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://adobe.ly/4aV25pO
 
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, please remove the application using the Acrobat cleaner tool https://adobe.ly/3ScEBoy, reboot the computer and reinstall the application using the direct link https://adobe.ly/4aNISGx;

 

~Amal

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Community Beginner ,
Jan 22, 2024 Jan 22, 2024

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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.
-Still the same issue.

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 23.08.20458 installed. Go to Help > Check for updates and reboot the computer once.
-Latest version 23.08.20458
24_40470_AcrobatPDF_Version.PNG


Also try to repair the installation from the help menu (Win Only) and see if that works.
-Still the same issue.
Please try to reset the Acrobat preferences as described here https://adobe.ly/4aV25pO
-Still the same issue.

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.
-Still the same issue.

If it still doesn't work, please remove the application using the Acrobat cleaner tool https://adobe.ly/3ScEBoy, reboot the computer and reinstall the application using the direct link https://adobe.ly/4aNISGx;
-https://adobe.ly/4aNISGx; this link cannot access, I try to clean and reinstall still the same issue.

When open file Acrobat pro will not responding reference below;

24_40470_AcrobatPDF_NotResponse.PNG24_40470_AcrobatPDF_File.PNG

For others PDF reader can open properly 😞
here for your reference;

24_40470_AcrobatPDF_Example.PNG


Thank you.

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Community Beginner ,
Feb 04, 2024 Feb 04, 2024

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Any update please?

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Community Beginner ,
Feb 07, 2024 Feb 07, 2024

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Any update please? The issue still insists.

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Adobe Employee ,
Feb 12, 2024 Feb 12, 2024

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Hi there

 

Sorry to keep you waiting. Please update the application to the recent version 23.08.20470 go to Help > Check for updates and reboot the computer once.

 

If it still doesn't work, would you mind collecting 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 Crash/freeze 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

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