Opening additional PDF documents after the first one is slow or delayed

[julian_5698]

Hello!

We are an IT service provider and are currently experiencing a problem with several customers in that subsequent PDF documents after the first one open either slowly or with a delay in Adobe Acrobat Reader.

• What we have already tried to solve the problem:
• Disabled the new Adobe Acrobat Reader view
• Disabled page cache under Settings -> Page display
• Disabled protected mode on startup and enhanced security under Settings -> Security (advanced)
• Restored original settings via the Windows Registry (see https://community.adobe.com/t5/acrobat-discussions/how-to-reset-acrobat-preference-settings-to-defau...
• Searched for and installed Adobe Acrobat Reader updates
• Uninstalled and then reinstalled Adobe Acrobat Reader

We thank you in advance for any support!

[ravinderg62643219]

Hi @julian_5698 

Apologies for the trouble you are having using Acrobat. We are investigating this issue. Will keep you posted

Regards

Ravi

[Belleville20]

@ravinderg62643219

Lots of people out there with the issue, what is going on? Any fixes yet, this is driving our clients crazy

[gerben_4238]

Hello, we also have this problem. Is Adobe fixing this problem? 

[oscar_7372]

Last reply from Adobe was december 22, I think they-re stuck in the toilet.

[S. S]

Hi @julian_5698,

While the team is investigating the issue, please help us gather the logs from an affected machine: https://adobe.ly/3By5y0G. 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

[oscar_7372]

Hi Souvik,

We are also an IT service provider with multiple customers experiencing this problem.

I don't see a fix in the release notes of the latest update.
Also I don't see this issue in Known issues | Adobe Acrobat, Reader.

Is Adobe still investigating this issue? 

Regards,

Oscar

[jr_2565]

Hi Souvik,

We are also an IT service provider with multiple customers experiencing this same problem.

Is Adobe still investigating this issue when is the next realease to fix this? 

John

[julian_5698]

Hello, I reproduced the problem. My log ID is: a710ea49-4662-4434-a698-7ec3ec49a556

[julian_5698]

Are there any new things we can try?

[julian_5698]

Hello, is there any new information?

[Keith36942260imwi]

Initial post indicated Adobe Reader.  Have exact same issue with recent full Adobe Acrobat on Win11 machine.  Takes 30 seconds to open a second pdf if clicking on link or a file in Windows Explorer.  

On a second and highly annoying note:  Was going to cut and paste the build version as a reference, but the "about Acrobat" window is not text-selectable.

[Belleville20]

try this as I found this on another thread

View Menu > Disable New Acrobat

[julian_5698]

We already tried this. It doesn't solve the problem for us.

[Jacob_5489]

I have a client experiencing this issue as well.

Same result when trying to disable new acrobat. 

version he is on is 24.5.20320

[sts_7755]

Hi,

We are an IT services provider as well and have multiple customers complaining about this issue.
Is there a workaround or a solution available?

We already tried the troubleshooting steps in this thread, but the issue is not yet resolved.

Looking forward to a response, and thank you in advance!
kind regards.

[blatchy]

Any respomse to this issue of late?

[Jacob_5489]

For all still looking into this issue I think I found the cause. 

this looks to be related to the online files options as adobe is killing off cloud sync.

Try disabling the show online files when saving and show online files while opening pdf options. 

Preferences > general > Basic tools > show online files while saving pdfs  (opening option is right below it) 

Please let me know if this resolves it as well for you. I have been unable to get ahold of my clients this morning to test this fix with them. 

This resolved the issue for me on my work laptop and a friends device 

[julian_5698]

Thank you, I'll let our customer test it and get back to you.

[Keith36942260imwi]

We're getting there...:  My "show online files when opening" was already unchecked, but "show offline when saving" was checked.  Unchecking that box seemed to solve the problem (partially).  Subsequent files opened as quickly as the first one. 

I say "partially" because the above worked as long I stuck to only opening successive files from my own harddrive.  If I tried to open a network file (e.g., a Sharepoint server pdf), it went back to taking 30-60 seconds to open.   Worse, once a network file was open in a tab, opening a subsequentlocal harddrive file went back to taking 30-60 seconds again.

PS:  I guess its a commentary on Adobe customer service that some insight was finally gained by a "community beginner" and not Adobe engineering.

[Jacob_5489]

To be fair I am a systems engineer for an MSP, I just hadn't joined the forums till recently.

however the lack of communication from adobe has been... frustrating to say the least. 

I just tested with a client and found similar behaviors. Improved performance when opening local files but files off a network drive are still causing the long load times and swapping back and forth caused slowness still. Although it definitly seems to have shortened the load times for us slightly. down from about 30-40 seconds to 20-30. seconds. 

[derekm43837527]

Hi All, I tried this and unfortunately it did not fix the situation for us.  Thank you for the suggestions, we will try anything at this point!

[Kris5E2F]

Great point derekm, my company is getting fed up with the lack of response / support.

Adobe, any fixes????  This has been months now.

[S. S]

Hi All,

Sorry for the delayed response.

Please update the app to the latest version (2024.005.2039x), and if the issue persists, please help us gather the logs from your machine: https://adobe.ly/3PY8KGn. Please make sure Procmon is selected. You can upload logs using this tool and share your Unique log ID with us. 

-Souvik

[Jacob_5489]

Good afternoon, 

Testing the new version 24.5.20399 resolved our loading issues.