Ongoing Issue Adobe Acrobat DC Not Responding at Startup

Report · Feb 20, 2018

I've searched the threads on here and this appears to be an ongoing issue. Let me know what files you need and where to send them? I've uninstalled and reinstalled but no change over several versions of Acrobat DC over the last year. Running the latest creative cloud.

Current Version : Adobe Acrobat Pro DC 2018.011.20035

Windows 7 Professional Service Pack 1

Issue: When opening any PDF or just Acrobat DC the program becomes unresponsive after about 15 seconds and then is fully functional after about 85 seconds. This issue does not happen if you open the pdf in Acrobat DC Reader.

Report · Feb 06, 2019

Coming up on a year and Adobe still cannot answer this? I have been having the exact same problem as originally posted and as other member have chimed into.

I open a PDF, it works fine for about 5 seconds then freezes for just over 1 minute before I can do anything.

If I have Acrobat DC open already and open other files no issues... but if Acrobat DC was not open and then I open a file I have the freezing issue.

I tried repairing & restarting - no luck, repairing again but still no luck. No updates are available. I have a nice CPU... i7-8850H... with 16GB RAM. I shouldn't be having this issue. It doesn't matter if I only have Acrobat open or multiple apps, same issue.

What's the deal?

Report · Feb 06, 2019

Hi

I received instruction to first remove latest Acrobat and then install Acrobat 2017. It helps until they get a fix fot latest Acrobat:

Steps to follow on the case –

• Enable the Safe mode with networking and check the application behavior

• Enable the installer services through the command

• Open CMD using Admin privileges and type the command - REG ADD "HKLM\SYSTEM\CurrentControlSet\Control\SafeBoot\Network\MSIServer" /VE /T REG_SZ /F /D "Service"

• Hit enter and type another command as - net start msiserver

• Install the previous built of the application and check the behavior:

Download Acrobat 2017

We look forward to working with you,

Adobe Customer Care.

Report · Feb 06, 2019

At least they have responded to you. It's funny that Adobe's staff has not responded to this issue since March of last year. I am hesitant to download a 2017 program. We pay close to $400 a month for a couple CC subscriptions. For this price we shouldn't have a defective product for potentially over 1 year.

Shame on you Adobe! It was nice to use CS6 and rarely have issues. Then you killed suites and made us all have CC to use new updated products... some of which are flawed terribly.

meenakshin83966505@

Report · Feb 06, 2019

I'll second that. This is ridiculous! I've rolled back all of my software and wish I could roll back InDesign, but I had too many documents that I'd have to convert. What sort of a business model leaves it to the customers to troubleshoot buggy software? I'm wondering where I submit the two days of work time I spent on this crap.

Report · Feb 20, 2019

Cant agree more, I am still having the issue.

Report · Mar 05, 2019

I'm having this issue as well. Every time I open Acrobat now, after a few seconds there's a long freeze "not responding" period where I can't do anything. This is extremey frustrating. It started appear with the latest Acrobat (never experienced it before). And troubleshoot or reinstall the program did not work. Still the same, also at my other computer as well - so it has to be something common with the current release and the latest version of windows 10.

Please fix adobe!

version: 19.010.20098

Report · Mar 05, 2019

I am running the same version and still experiencing the issues. Still no response from Adobe other than one from meenakshin83966505

It's now officially over 1 year since this thread was made and Adobe still is riding the struggle train - wait never mind their loyal customers are aboard and Adobe is driving it.

Report · Mar 06, 2019

Hi All,

Would you please help us with the details as asked below?

- Current application version

- OS version on the machine

- Share the logs with us. Take the help of the Creative Cloud log collector tool from here How to use the Creative Cloud Log Collector tool.

Regards,

Meenakshi

Report · Mar 06, 2019

Hi,

I've had this problem for about a year.

Current versions:

Adobe Acrobat Reader DC 19.010.20098.54430

Windows 10 Pro 1809 Build 17763.316

Core i7-8550U, 16GB

I've run the log collector - please advise how I can submit the log. I'm logged in with my Adobe ID, but apparently not to creative cloud.

The freeze upon loading the application only occurs if I'm logged in using my Adobe ID. If I log out, it never freezes. Seems like it freezes while connecting to my account upon loading the app? Freeze is approx 20 seconds. The freeze only commences a few seconds after I load the app - for the first few seconds it is responsive.

If I start Reader NOT signed in, then click sign in, it takes around 16 seconds to display the sign in window (while I'm waiting a blank sign in window is displayed - after 16 seconds the contents of the window appear).

It really feels like a delay the first time the application is talking to the servers - whether that's to sign in or because I start the application already signed in.

I'm on a fast, 50mb synchronous 1:1 fiber connection so it's not an internet connection problem. Pinging Google DNS 8.8.8.8 response time is around 17ms.

Regards,

Report · Mar 08, 2019

You may share the link to logs via the steps provided here How to share a file using Adobe Document Cloud

If the logs are already uploaded to Adobe, please share the ZXP file name with us over here.

Regards,

Meenakshi

Report · Mar 09, 2019

I do not know how to share the zxp file, I don't know where its located or the zxp filename. the collector program just uploaded the log. THe collector program said it was associated with my cc account name ( Joachim Barrum ) Account email joachimbarrum [at] gmail.com

But Douglas was right, it is caused by the recent file list, once I deleted the entire list and set in preference to show 0 recent files the lag is gone. So that part of the program has a problem.

Report · Mar 10, 2019

Thanks - here's the link to the log file: Shared Files - Acrobat.com

Note - the recent suggestion of getting rid of recent files doesn't help in my case. Sure, it eliminates the minor delay in loading the recent files list, but the long approx 15 second freeze if I'm signed in to my adobe account remains.

Report · Mar 10, 2019

Removing recent documents and reducing the recent documents list setting to one (or zero) has not helped in my case.

I've tried changing settings that sound like they might affect "chatter" between the app and adobe servers at startup - to no avail. E.g. I've tried disabling "Sync preference across devices and document services" and "Show me messages (from Adobe) when I launch Adobe Acrobat Reader".

I've just used Fiddler to capture and log network traffic between my PC and Adobe during app startup. If I start Acrobat Reader when NOT signed in, there is no network chatter and no freeze. If I'm signed in, there is network chatter lasting around 10 seconds. Numerous requests, lots with TTFB between 0.2 to 0.8 seconds. All those little chunks of time add up. It really feels like the UI is freezing up while this chatter occurs. This is repeatable - 100% of the time.

Oddly, the UI does NOT freeze during this chatter when Fiddler is running (it installs itself as a proxy on localhost:8888. Normally I have no Proxy configured in windows Internet options).

I've uploaded a summary of the approximately 80 HTTP requests during application startup which are related to Adobe. The summary can be viewed here: Adobe Document Cloud . You can see this chatter lasts around 9 seconds if we ignore the final request. If we count the final request then in total it spans 20 seconds.

Report · Mar 11, 2019

For what it's worth, I too have been living with this for months. I solved this by using the Reader and Acrobat Cleaner Tool mentioned by the Adobe Staff member earlier in the thread and reinstalled Reader. YMMV

Report · Apr 26, 2019

Hello,

Just wanted to say that 2 weeks ago my Acrobat DC installation was still freezing and I also discovered that whenever I tried to save a file after I had inputted some information in a form, the save dialog would just freeze so I was essentially unable to save anything.

Today, during a demo with a client, to my surprise I discovered that Adobe DC no longer has the freezing issue that this thread was originally created for and the saving problem had also been resolved.

I have done nothing to my installation so I believe sometime in the past 2 weeks you guys have pushed an update that resolved these problems.

Just wanted to say thank you!

Report · Mar 07, 2019

Hi,

I'm using Windows 10 64-bit v.1809
Acrobat DC version: 19.010.20098

I have two machines, the problem appears on both, so I think its commonly happening on latest version of win10 and Acrobat DC.

I have run the log collector, and it was automatically uploaded.

Report · Mar 08, 2019

Hi All

I had 50 or so users experiencing the same problems for the past few months. Reading multiple posts and applying every suggested fix had no effect. However i realised the problem seemed to be that when Acrobat started up it was looking for something.

My first 'fix' to stop this:
Keep Adobe Acrobat application open in the background. Just close individual tabs. This stopped it having to load whatever it was trying to find every time a pdf is opened.
Then i realised it was trying to load the Recent files list.
Select all Recent files and choose Remove From List on the right hand context menu

Acrobat opens flawlessly every time. Granted this is less of a fix and more of a hack around but i hope it helps a little.

Report · Mar 08, 2019

THanks so you have found the source of the problem. Should be easy for Adobe to fix this then. Let's hope they don't spend years fixing it.

But, its a problem, because I can remove one file. But my recent is now 100 files, then I have to delete each single one manually. Because the option to remove is gone when I select them all. Any tips on this ?

Report · Mar 08, 2019

Hi donbarrum, interesting i have not come across that problem. Try the following. From the top menu go to

Edit --> Preferences --> Documents and change the 'Documents in recently used list' to 1 and click OK

That should remove all but the most recent file

Regards

Report · Mar 08, 2019

thanks will do that from now on. Actually I found out. I had 2 pdf on my adobe cloud documents folder, and those are not allowed to remove. So once they were selected in the list I could not remove. So once I found those and deselected them I could remove the entire list.

Anyway, as you say, this is all a workaround. Adobe should fix this asap.

Report · Mar 08, 2019

ah good find Don, i'll add that to the list of good to knows.

Regards

Report · Mar 10, 2019

Everyday for me....they keep sending me things to do but it is not me it is the program - they need to fix it! NOT RESPONDING FOR 3-6 seconds

Report · Mar 10, 2019

Hi Mike

Try my suggestions of clearing your recent files and see if it makes a difference.

Regards

Alex

Report · Mar 11, 2019

We are seeing this on multiple users as well. Ii's a brief 3-5 second lag that just doesn't allow any input. Then its back and functioning. When you are reviewing 100's of PDFs per day this time adds up and causes frustration. All on latest version and its been re-installed multiple times.

Any more info?

Report · Mar 15, 2019

I am having this same issue, I tried all the best requests in here: 1) Repair 2) Remove Recent Files, etc. none of that works for me. This is really annoying, Adobe should make this issue a P1 issue in my view. The app locks up for 20 seconds for on every new open. That's got to be a P1....