New Acrobat freezing constantly.

[JIPNET]

WHenever asked to do a memory intensive task, Acrobat DC Pro crashes/freezes. This time it was listing comments in a pdf (their number was over 3K marks/comments). 

I like the interface but Acrobat has become dangerously unstable. The classic version it replaced is no better these days.

[ashley_1479]

My Acrobat freezes with copy and pasting or just clicking on literally anything. I have tried uninstalling and reinstalling and Im on a brand new gaming desktop

[Meenakshi Negi]

Hi JIPNET  and ashley_1479,

Thank you for reaching out.

Please try the troubleshooting steps suggested in the following help document for a crash: https://helpx.adobe.com/acrobat/kb/acrobat-dc-crashes-on-windows-os.html.

If the above suggestion does not work, try reinstalling the application using the following steps:
-Remove the application and run the cleaner tool (https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html).
-Reboot the machine
-Install Adobe Acrobat from the following page: https://helpx.adobe.com/acrobat/kb/acrobat-dc-downloads.html.

If the issue still occurs, please share the Acrobat and OS versions on the machine. Share the crash logs using the steps suggested here: https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html. 

Let us know how it goes.

Thanks,

Meenakshi

[JIPNET]

That link is for Windows. I am using a Mac. Thanks.

[JIPNET]

I updated to the latest Acrobat DC PRo. Crashing still. Are others experiencing this too?

Ventura OS.

[Chetan23677088sx52]

Hi @JIPNET 
apologies for the problem. can you please share us the logs so that we can invetigate this issue further

Steps

1. Close Acrobat
2. Download and run Diagnostics utility https://helpx.adobe.com/acrobat/kb/acrobat-diagnostics.html
3. Select Start Diagnostics.
4. Now Open Acrobat and reproduce the issue.
5. Select Stop Monitoring, and share the log ID with us.

Thanks

Chetan

[JIPNET]

A suggestion: open 3 or 4 pdfs in Acrobat. Now resize the window of any one of them.. You'll see one of the problems immediately. Please let me (and this community) know what you find.

[Chetan23677088sx52]

Hi @JIPNET 

apologies for the problem being faced. can you please try to upgrade to latest version from Help>Check for updates if not done.
also can you share the logs so we can look into it in detail

[JIPNET]

Logs id

af4f6e1d-a292-4531-ab19-e11b97a11a1e

[Chetan23677088sx52]

thanks for sharing the logs. we will investigate and let you know once we have an update

[Chetan23677088sx52]

Hi @JIPNET 
we had a review of logs and enginering team has requested for spin report / dump. can you please re run the Diagnostics utility again and select on Advanced and share the logs. 
here are the steps again

Steps

1. Close Acrobat
2. Download and run Diagnostics utility https://helpx.adobe.com/acrobat/kb/acrobat-diagnostics.html
   3) select Advanced
3. Select Start Diagnostics.
4. Now Open Acrobat and reproduce the issue.
5. Select Stop Monitoring, and share the log ID with us.
   thanks again for your patience and support
   regards
   Chetan
   
   

[JIPNET]

Did it again:

9add42e1-e3e1-4898-a735-e0524aae79f5

THanks.

[Chetan23677088sx52]

thanks @JIPNET  we have recieved the logs and will get back once i have an update

[Chetan23677088sx52]

Hi @JIPNET ,
we checked the logs but still do not have the spin dump that is required for this case. this happens when we cancel or do not then enter password  at the password prompt

can you please help us with below
share the file at
Users/<USER_NAME>/Library/AcrobatDiagnostics/System/AcrobatDiagnosticsDebugOutput.log

also share the dumps from activity monitor
https://helpx.adobe.com/in/acrobat/kb/collect-logs-crash-freeze.html
section Collecting logs when Acrobat/Reader hangs or freezes

you can share the logs with us at acromon@adobe.com
Thanks
Chetan

[JIPNET]

I have no idea what a spin dump is; I was not prompted to give a password. WIll send the log file you asked for. tx

[JIPNET]

BTW, you can reproduce the problem on your end by following the steps I suggested: load several pdfs, use them for 20 minutes, then try to resize the windows.

[JIPNET]

It is not just resizing windows (making the current document display at a different percentage of the screen) but opening up windows WITHIN Acrobat, as when displaying bookmarks, etc. There are consistent memory leaks in the latest Acrobat. I do not have this problem in other PDF browsers/apps. But I want to be able to use Acrobat.

[JIPNET]

Your email bounces back. Please give me a different email to send to.

[Chetan23677088sx52]

Hi @JIPNET 

i have shared my  official email id as private message. can you share the log that the email id

[JIPNET]

I am convinced that there's a memory problem with the application. See here:

That is from having 4 PDFs open and trying to resize one window of one pdf. Today in seminar my machine ran out of memory from Acrobat; the machine froze and I had to reboot.

[JIPNET]

I am convinced that there's a memory problem with the application. See here:





That is from having 4 PDFs open and trying to resize one window of one pdf.
Today in seminar my machine ran out of memory from Acrobat; the machine
froze and I had to reboot.


I will monitor the activity monitor, but I am sure this is going to be a
recurrent problem.

[Shubham26147085cg6x]

Hi @JIPNET,
We apologize for the inconvenience, but it appears we were unable to generate the required spin dump from the earlier steps. Could you kindly follow the steps below once more to help us capture the necessary diagnostics?

1. Open Acrobat.
2. Run the Diagnostics Utility https://helpx.adobe.com/acrobat/kb/acrobat-diagnostics.html.
   1. Select “Advanced Logs”.
3. Click “Start Diagnostics” (Ensure Acrobat is already running before clicking this). When you see the “Acrobat restart required” dialog, press OK, but there is no need to restart Acrobat.
4. Reproduce the issue you are encountering.
5. Press “Stop Diagnostics”.
6. A popup should appear asking for a password to collect the dump. Enter the password and press OK.
7. Please share the logs and provide us with the log ID.

[Chetan23677088sx52]

Hi @JIPNET 
did you get a chance to run the steps shared by @Shubham26147085cg6x 
thanks

Chetan

[JIPNET]

Yes. I sent in my logs

Sent from my phone and often dictated

[Chetan23677088sx52]

hI @JIPNET 

Can you share the log id so we can check 

Thanks

Chetan