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

[ICT Laguna]

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.

[Amal.]

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

[ICT Laguna]

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


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;

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

Thank you.

[ICT Laguna]

Any update please?

[ICT Laguna]

Any update please? The issue still insists.

[Amal.]

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

[ICT Laguna]

I already send the log to support email, please assist to check this case.

Thank you.

[Amal.]

Hi there

Would you mind updating the application to the recent version 24.02.20687 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.

If it still doesn't work we would need the fresh logs for further investigation.

~Amal