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Loading Loop on Launch

New Here ,
Feb 23, 2024 Feb 23, 2024

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Acrobat just updated today to the version with the new AI Assistant tool. Now when i open any file or even just open the app i get this loading loop (shown below) that never stops. It had been like this for almost 30 minutes. I have tried multiple times but when it starts this i cannot access the settings or any do anything on Acrobat.

 

FYI Screenshot 2024-02-23 at 3.55.40 PM.pngI am on a 2023 M2 Pro MacBook Pro.

 

Editing PDFs is an important part of my job so if i cant get this resolved by monday.. something is going to hit the fan.

 

Thanks in advance

Ciaran

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Crash or freeze

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Community Expert ,
Feb 23, 2024 Feb 23, 2024

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Uninstall Acrobat, reinstall Acrobat and don't enable the A.I. tool.

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New Here ,
Feb 25, 2024 Feb 25, 2024

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Thanks for the advice, apon trying to uninstall. i got this: Screenshot 2024-02-26 at 10.55.00 AM.png

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Community Expert ,
Feb 26, 2024 Feb 26, 2024

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So you should run the AcroCleaner before reinstalling:

https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html

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Adobe Employee ,
Feb 26, 2024 Feb 26, 2024

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Hi there

 

++ Adding to the discussion

 

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 share them via any cloud storage.of your choice 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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