Opening PDF while one open sometimes takes 10 seconds or more to open. Adobe still responsive.

Report · Dec 05, 2024

We are having an issue with a few users when opening PDFs in Adobe Acrobat. When opening multiple PDS it can sometimes take approx 10 seconds or more for the second PDF to open. Adobe doesn't lock up while this is happening, you are still able to use it. It happens randomly, but frequently, with different PDF's regardless of if they are on the local desktop or a network location. Through testing I have determined it also frequently happens if you open a PDF close the pdf tab, without closing out of Acrobat, and then trying to open another pdf.

We have tried the following to try fix the issue:

Disable Protected mode at startup and enhanced security.
Untick "Show online storage when opening files"
Disabled new acrobat
Made sure up to date
Reinstalled
Disabled Gen AI through registry
Disabled page cache
Ran with Antivirus turned off to see if that was interfering
Tried running in compatibility mode

Any other suggestions on what may be causing pdf's to take a long time to load without locking up adobe.

Running on Windows 11 Enterprise 23H2.

Report · Dec 06, 2024

Hi @sam_0177,

Sorry for the troubled experience. I understand how frustrating it can be.
Fortunately, you have made it easier for me to understand what is happening at your end and what steps you have taken to resolve this issue.

I suggest running the App in Compatibility mode to narrow down the cause of the issue.

Could you try to launch the app in compatibility mode? If that is OK.

You may try the following: right-click the app icon > Properties > Compatibility > check the box saying, "Run the app in compatibility mode" > Select Windows 8 > Apply OK. Try to reproduce the issue by relaunching the Acrobat several times. If there is no impact, roll back the default setting.

Then we can try collecting diagnostic logs: https://adobe.ly/3BdOGfq

And share the Log ID with us

~Tariq

Report · Dec 08, 2024

Hi Tariq

I had already tried running it in compatability mode for Windows 8. I did this again and was still having the issue. I have gathered the diagnostic logs requested. Here is the Log ID: 428fd7b7-5fb3-4bf0-b704-0c65b938d3f6

Thanks

Report · Dec 17, 2024

Hi Tariq,

Any update on this? Its happening to a lot of our users and it is incredibly frustrating.

Report · Dec 10, 2024

We are having the same problem with numerous clients (We are an MSP).
Seems to be an issue with a recent update that is bricking the application for many users.

Report · Dec 12, 2024

We are experiencing the same issue across majority of users at the organization

We found disabled protected mode and page cache TEMPORARILY fixes it for a couple hours and then the problem comes back and from there unable to fix.

We suspect the recent update cooked it.

Report · Dec 16, 2024

Just spent an hour with support on this issue. We were on build 24.005.20320 and ended up rolling back to 24.001.20604 and then disabled the auto-update. Seems to be working better for now, but we can't roll out this 'fix' to all of the users reporting this issue! Support wouldn't confirm if it is a known issue or if any fix was on the radar.