Outlook Freezing

Report · Dec 09, 2019

We are on windows 10 1903 and using the latest version of adobe as well as office 365 pro plus 1908. When a user clicks share>attach to email. The email is sent fine without any problems but when they attempt to open another email their outlook application freezes. The only way to get outlook to work is by closing all instances of adobe. We have tried a repair of adobe, office, and recreating the ost file and we still have the same issue.

Report · Dec 09, 2019

Hi there

We are sorry for the trouble. As described above, share>attach to email is freezing the outlook

Would you mind sharing the exact version of the Adobe Acrobat / Reader DC? To check the version of the application please use the link (https://helpx.adobe.com/acrobat/kb/identify-product-version.html)

Make sure you have the latest version 19.21.20056. Go to Help > Check for Updates.

Also, for the testing purpose please try to disable the protected view. Go to Edit (Windows), Adobe Acrobat / Reader DC (Mac) > Preferences > Enhanced Security > disable the Protected Mode and Uncheck the Enhanced Security > click ok and reboot the application.

Note: Please turn On the security after testing, irrespective of the result.

You may also try to use the email icon to send the email directly as an attachment as described in the help article here (https://helpx.adobe.com/acrobat/kb/send-email-attachment.html)

Let us know how it goes

Regards

Amal

Report · Dec 10, 2019

The Adobe version we are running is Acrobat Pro DC 19.021.20056. I tried disabling the enhanced security and that did not help. I also used the icon instead of file share and still have the same issue.

Report · Dec 16, 2019

Hi there,

We are sorry to hear that the issue is still unresolved.

Please update the application to the new version 19.21.20058 released on 10th Dec 2019. Go to Help > Check for Updates.

For more information about the new patch please use the link here (https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/index.html)

Also please try to reset the preferences to default as described in the help article here (https://community.adobe.com/t5/acrobat/how-to-reset-acrobat-preference-settings-to-default/td-p/4792...) and see if that helps.

You may also refer to the steps provided in the help article (https://helpx.adobe.com/in/acrobat/kb/acrobat-dc-crashes-on-windows-os.html)

Let us know how it goes

Regards

Amal

Report · Jan 09, 2020

Have you resolved this issue? I have a user with the same issue. We are updated to the most current version of Adobe.

Report · Jan 10, 2020

Hi Kellyb

We are sorry for the delay in response. A new patch of Adobe Acrobat /Reader Dc is now available, version 19.21.20061. Please update the application Go to Help > Check for Updates.

Also, please try to repair the Outlook and check for any security software installed on the computer causing the issue and see if that helps.

If it still doesn't work, please create a new test user profile with full admin rights and try to use the Acrobat and outlook there and check.

If it still freezes, please collect the process monitor logs and share them with us. Download the process monitor tool from here (https://docs.microsoft.com/en-us/sysinternals/downloads/procmon) and run the application, then send the PDF attachment to outlook and try to open a new email. collect the logs and share them via private message. Click on the message icon on the top right corner of the screen to start.

Regards

Amal

Report · May 19, 2021

we are running 2021.001.20155 and see the same issue - this hasnt been addressed in over 6 months?

Report · May 19, 2021

We ended up just reimaging the affected PC and haven't seen the issue since.

Report · May 19, 2021

we have multiple users and its the initial deployment of the new desktop - we were a powerpdf shop prior and acrobat pro launch has been bumpy at best