PDF takes 30 seconds to open - Windows 11 64-bit + Creative Cloud All Apps

[southernroutes]

Any PDF file takes 30 seconds to open regardless of whether Acrobat is open already or not. This is happening on a brand new Dell XPS laptop. I've used Adobe apps on Dell PCs for decades and have never experienced this issue. It has completely disrupted my workflow. Please help. 

Acrobat version: 24.1

System specs:

Processor: Intel Core Ultra 9 185H 2.50 GHz
Installed RAM: 64.0 GB (63.5 GB usable)
System type: x64-based processor
OS: Windows 11 Home (64-bit)
OS Version: 24H2

[southernroutes]

UPDATE: This delay also occurs when I simply try to open Acrobat. 

[Donald27791643p97p]

After upgrading Windows 11 Pro (64-bit) Version 23H2 to Version 24H2 on 10/14/2024, when opening any pdf file (whether Adobe Acrobat Pro  is open or not) it takes 30 seconds (and it didn't when running Windows 11 Pro Version 23H2). And like you said, just opening Adobe Acrobat Pro takes 30 seconds.

So, I assume Adobe Acrobat Pro has some kind of delay when running in Windows 11 Version 24H2 (Pro or Home).

Adobe Acrobat Pro Version 2024.003.20180 | 64-bit

Processor: Intel(R) Core(TM) i7-1065G7 CPU @ 1.30GHz 1.50 GHz

Installed RAM: 32.0 GB (31.6 GB usable)

Disk: 1TB SSD with 205 GB Free space

Hopefully, Adobe can address this problem this soon.

[jeffagwm]

I am having the exact same problem. Windows 11 24H2. Adobe was working fine until this last Windows update on 10/14/24. After that point Acrobat and any pdf document takes 30 seconds or so to open. If, as suggested, I uncheck "Run in App Container" in the Acrobat security (enhanced) preferences then Acrobat operates as normal. But of course running in this mode presents security issues. Please fix asap!

[bharat_8502]

I download the diagnostic tool as advised by Shakti K.

After that I opened a pdf doc but as usual it prompted to buy the product. it did not show any instruction so that the document could be viewed. It closes in about 10 seconds at happened earlier.

My log id is    af3b07ea-327b-4d1b-8169-1520aa21a978

[get_uc_1142]

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[Barry7606]

I just updated windows 11 and am having the exact same issue with opening PDFs in Adobe Acrobat.  I have uninstalled Adobe Acrobat, cleaned up the registry, and reinstalled.  Problem persisits.  All other programs are working fine.  Very frustrating.

[shaktikeshri]

Hi @Donald27791643p97p @southernroutes , @Barry7606 

Sorry for the inconvenience caused to you. Can you please share the logs for better debugging the issue. Also, can you try disabling Bitdefender if its there in your machine or whitelisting Adobe Acrobat in bit defender. 

To capture Acrobat diagnostic logs please visit : https://helpx.adobe.com/in/acrobat/kb/acrobat-diagnostics.html

Please upload the logs and share the ID which gets generated at the end.

Thanks,

Shakti K

[Donald27791643p97p]

Shakti K,

During diagnostics, opened Adobe Acrobat (which opened after 30 seconds), Shared Log, and was given Log ID: 5e7a307a-ac5c-4c86-8853-593a46ece833

Please let me know if you need anything else.

Thanks.

[southernroutes]

Diagnostics shared. ID: 4bcd9cfa-f8fe-4108-95d2-f6366c5d3752

I'm not using Bitdefender, but I am using Malwarebytes and McAfee. I've since added Acrobat to both of those firewall allow lists, but still get the same results. 

Thanks

[Donald27791643p97p]

I just discovered a setting that gets rid of the 30 second wait to open Adobe Acrobat and/or a pdf file. In Menu > Preferences > Security (enhanced) > in the Sandbox Protections section at the top > if "Run in AppContainer" is checked, Adobe Acrobat takes 30 seconds to open. If "Run in AppContainer" is unchecked, Adobe Acrobat opens normally (without taking 30 seconds). I hope Adobe can fix the 30 second wait when "Run in AppContainer" is checked that started happening when Windows 11 Version 24H2 was installed. But for now although it isn't as safe, if I don't want to wait I can uncheck "Run in AppContainer".

[Barry7606]

YES!!! Donald you are my hero!!!    This has been driving me crazy and now is all fixed.  Thank you.

[ian_8875]

Give this man a Bells

[rae_5364]

Donald you did it!!!  I've been fighting with this issue for days.

You are also my hero, saved my sanity!

[SonOfTheAlmighty]

Same issue on latest version 2024.004.20220 64-bit. Changing this setting reduced load time from 31 seconds to <1 second!

Thank you for the workaround!

[SonOfTheAlmighty]

This issue is now fixed in the latest patch to Windows 11 Pro 24H2. I turned "Run in AppContainer" back ON and pdf's are still opening in less than a second.

BTW any Word or Excel documents opening in Protected View had the same lag time, but are now opening quickly as well.

[Donald27791643p97p]

Thanks for letting us know. I turned on "Run in AppContainer" and Adobe still opened quickly.

[troy_8725]

Thank you!!, this worked, I have been having issues for a couple weeks and going crazy!!!

[josep60831758]

Thank you very much Donald, I have been trying to solve this problem for more than 2 weeks.

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[bharat_8502]

I downloaded the diagnostic tool as advised by Shakti K.

After that I opened a pdf doc but as usual it prompted to buy the product. It did not show any instruction so that the document could be viewed. It closes in about 10 seconds as happened earlier.

My log id is    af3b07ea-327b-4d1b-8169-1520aa21a978

[bharat_8502]

I had the same issue about an hour ago. Documents were just not opening. I rebooted my laptop. Tried to open different PDF documents but not opening. So I uninstalled the software and downloaded the free reader. But to my utter surprise it's asking me for payment to access the reader. Thus now I just cannot open any PDF document on my laptop. I am a retired senior living on pension. I have to access govt of Canada web to open PDF document but stuck due to this. Management please help me with this. Thanks.

[dominicg19108397]

I am also having this issue with 2 brand new dell xps. Doesn't happen on any other laptop

[get_uc_1142]

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