Larger files (5MB+) freeze when signing/adding text

[Ro30980298tblx]

Adober Acrobat Reader, version 23.003.20215

Hello. I'm having issues with loading and signing documents (mostly diagrams) which are over 5MB.
It takes about 7-10 minutes to load up the file and an addition couple of minutes of waiting before a stamp or signatures appears on the cursor. Adding text also takes a minute or so before a letter appears in the text box. Sometimes the application completely freezes and eventually crashes.
I've tried changing the settings as recommended by the support staff in other posts, such as disabling "Use page cache", "Enable Protected mode at start up", but it did not help.
Also tried following some guides on the internet to boost the readers performance (mostly visual related settings) although not much has helped.
Is there any other solution to this issue? Other PDF readers do not have this issue when opening larger files, but I really prefer Adobe, as I'm considering upgrading to the Pro version.

[Eric Dumas]

Hi can you confirm the specs of you computer and the exact version of your operating system and software.

Can you also indicate if the file is saved locally, on a network, online, external device...

[Ro30980298tblx]

Hi Eric,

Thank you for the reply.
The file is stored locally in the computer. We're using Windows 11 Enterprise, Version 10.0.22621 Build 22621
Computer specs: Dell Latitude 5430, x64 based, 12th Gen Intel i3-1215U, 16Gb of RAM.

[Amal.]

Hi @Ro30980298tblx 

Thanks for reaching out.

Is this an issue with a specific kind of PDF files or with every PDF? Please try to sign the documents online via the link https://acrobat.adobe.com/link/tools/?group=group-sign and see if that works. 

Also, go through the help page https://helpx.adobe.com/acrobat/kb/troubleshoot-errors-freezes-reader-windows.html and see if that helps.

If it still doesnt work, please collect the Adobe crash/freeze logs as described here https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html

Share them via any cloud storage. Just upload the log file to the cloud, generate the link, and share that link with us for further investigation.

Regards
Amal

[Ro30980298tblx]

Hi Amal,

I've gathered the dump files as per the instruction. Should I paste the download link here or send a PM to you?

[Amal.]

Hi there

Please upload the log file to any cloud storage, generate the link, and share that here, with us for further investigation.

Regards
Amal

[Ro30980298tblx]

Hi Amal,

Here is the link to the dump files: https://we.tl/t-G3602eYNuV

[Ro30980298tblx]

Hello Amal,

Any news on the investigation?

[Amal.]

Hi there

Thanks for sharing the logs and sorry to keep you waiting.

Please try to update the application to the new version 23.03.20244 from the help menu > check for updates and reboot the computer once and see if that works.

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 the issue still occurs, please share the fresh logs with the updated version of the application for further investigation.

Regards

Amal

[Ro30980298tblx]

Hello Amal,

Thank you for the update. Unfortunately the latest version did not help, it still hangs/freezes.
I've gathered a fresh batch of logs from the latest Acrobat version: https://we.tl/t-eTdsPi4026

[Amal.]

Hi there

Thanks for sharing the logs, we have reported this to our engineering team for review.

We will share more details as soon as we get any update.

Thanks for your time and patience

~Amal

[Ro30980298tblx]

Hi Amal,

By any chance have you received some sort of news from the developers about this issue?

Thanks.

[Amal.]

Hi @Ro30980298tblx 

Sorry to keep you waiting. The issue is still under observation, we will share the update as soon as we get any information.

~Amal

[Amal. · Accepted solution]

Hi @Ro30980298tblx 

Our engineering team is unable to use the link for the dmp file as it got expired. Could you share the logs again?

~Amal