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dylan_2290
New Participant
December 18, 2024
Question

Multiple Users unable to open more than 1 PDF.

  • December 18, 2024
  • 1 reply
  • 402 views

 

We have been experiencing issues with users reporting that when attempting to open a second PDF file their app hangs for at 20-30 seconds with no response and then suddenly opens the files.  The only fix we have found to work is to use acrocleaner and then reinstall from Creative Cloud.  Not all of our users have access to creative cloud as many of them just use Acrobat Reader.  Steps we have taken include

 

Full Removal with Acrocleaner and Revo and reinstallation

Registry edits to disabled Enhanced Security at Startup

Running program in compatibility mode

Switching to old view

All devices experiencing issues are currently on 2024.5.20320 update

Repaired installation

Disabled page cache

Cleared local app data and let Adobe recreate folder

 

We believe this is related to the current update as this was reported to be happening about a week ago, please advise.

1 reply

S_S
Community Manager
S_SCommunity Manager
Community Manager
December 22, 2024

Hi @dylan_2290,

 

Hope you are doing well. Sorry for the trouble.

 

The team is investigating the issue, and we will be sharing an update soon.

 

Meanwhile, please help us gather the logs from an affected machine: https://adobe.ly/49Sh3wt. Please make sure Procmon is selected. You can upload logs using this tool and share your Unique log ID with us. 

 

Look forward to hearing from you.

 

-Souvik

B
Beheerder5FEC
New Participant
February 4, 2025

Hi, We have the same issue.  We did not find any fix.  Can you please give an update about the investigation?

AnandSri
Community Manager
AnandSriCommunity Manager
Community Manager
March 10, 2025

Hello,

 

I hope you're doing well, and we apologize for the delayed response and the trouble.

 

Please ensure you have the latest version of Acrobat installed on the machine: 25.001.20428 Planned update, Mar 04, 2025. Check for any pending updates from the Menu > help > check for updates, install the updates, restart the app and the machine, and check. For more information, see this: https://adobe.ly/3FcWyzx.

 

If the issue persists, please collect the complete logs from the user's affected machine and share them with us.

 

Thanks,

Anand Sri.

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