Runaway CPU in Acrobat DC Pro 2020.006.20042 (Mac OS X 10.15.4 - Catalina)

[kevinh75786959]

When I open a PDF file in Acrobat DC Pro, CPU usage rises to over 95% and stays there as long as the window is in focus. If I bring another application window into focus (such as Chrome, where I am writing this now), CPU usage drops to below 10%. However, if I bring the Acrobat window back into focus, the CPU pegs again. I am doing nothing in Acrobat. I just opened a document, and I'm reading the first page. CPU usage remains at 95%+ as long as the window stays in focus.

This has been happening for over a week. I have rebooted the system several times in the interim, but the issue persists. Here is some info on my machine:

Any help would be appreciated.

[Amal.]

Hi kevinh

We are sorry for the trouble and the experience.

As described the Acrobat Dc is using most of the CPU  storage, it may be due to some processes running in the backend and thus consuming high CPU storage. Since you already have the latest version of the application. Please try the following steps and see if that helps:

• Remove the application using the Acrobat Cleaner Tool  (https://labs.adobe.com/downloads/acrobatcleaner.html)
• Reboot the computer 
• Reinstall the application using the link (https://helpx.adobe.com/in/download-install/kb/acrobat-downloads.html)

Let us know how it goes

Regards

Amal

[kevinh75786959]

Hi Amal,

Removing and reinstalling (according to your instructions) appears to have resolved the issue. Thanks!

Kevin

[Amal.]

Hi there 

We are glad to hear that the issue got fixed.

Feel free to contact us for any assistance required in the future.

regards

Amal

[kevinh75786959]

Hi again,

It's happening again. This is so incredibly frustrating. All I do is open a PDF file in Acrobat DC and my CPU runs at 99% for several minuts until settling down to 25%. Fans come on. The computer slows down. Scrolling through pages slows painfully. All I am doing is viewing a page.

I have removed and reinstalled Acrobat DC (and all other Adobe products) on my MacBook Pro, but Acrobat still runs away with the CPU. Yes, I am running the current versions of OSX and Adobe software.

Is there anything I can do to get to the bottom of this? This is insanely frustrating. I am just reading PDF files. This should not happen.

[Amal.]

Hi there

We are sorry to hear that and for the delay in response.

Please make sure you have the latest version 20.12.20043 installed. If not, please update the application from the help menu > check for updates. and see if that works for you.

Regards

Amal

[kevinh75786959]

Hi Amal,

I verified that I'm running 2020.012.20043. I still have the issue.

I was reading an email, and then I clicked on the Acrobat Pro DC window. I
did nothing but click on the window and start reading a page of the PDF
file. 15 seconds later, the fan starts running, and once again, this:

[image: image.png]

It ran like this for a few minutes, then "settled down" to 25% CPU. For
doing nothing.

Any ideas?

thanks,

Kevin

[Amal.]

Hi Kevin

Please try to create a new test user profile with full admin rights or enable the root account in Mac and try using the application there and check.

If it still doesn't work, please collect the machine logs and upload them to the document cloud https://documentcloud.adobe.com/link/home/ generate the link and share the link with us so that we can get it checked.

Regards

Amal

[kevinh75786959]

Hi Amal,

Here is a link to a process sample and a spindump:

https://documentcloud.adobe.com/link/track?uri=urn:aaid:scds:US:b8eabb23-ec3e-400d-ae63-8f4325f9447b

https://documentcloud.adobe.com/link/track?uri=urn:aaid:scds:US:009670f1-24ba-4982-b049-49e82d00c9fd

thanks,

Kevin

[Amal.]

Hi Kevin

Thank you for sharing the logs. Please give us some time to get it checked, we will share the update soon.

In the meantime, please try to reset the preferences to default as described here https://community.adobe.com/t5/acrobat/how-to-reset-acrobat-preference-settings-to-default/td-p/4792...  and see if that makes any difference.

If it still doesn't work, please create a new test user profile or enable the root account in mac https://support.apple.com/en-in/HT204012 and try using the application there and check for the issue.

Keep us posted with the results.

Thanks for your time, patience and cooperation

Regards

Amal

[Amal. · Accepted solution]

Hi Kevin,

We have got the update from the engineering team.

Please try to disable page caching by unchecking the option "Use page cache" in Edit > Preferences > Page Display > Rendering.

Keep us posted how it goes

Regards

Amal

[kevinh75786959]

Hi Amal,

Thanks for looking into this. I disabled the page cache and used Acrobat Pro DC for several days. The change appears to have resolved the issue. The CPU no longer spikes while using the program.

Thanks!

Kevin

[Amal.]

Hi Kevin

We are glad to hear that the issue got fixed.

Feel free to contact us for any assistance required in the future.

Regards

Amal

[default6nkasuq3uu0i]

i am having the same issue i have followed the steps on this thread but again it becomes very laggy once adobe is being used.

[Amal.]

Hi there

Hope you are doing well and sorry to hear that. Would you mind sharing the version of the Adobe Acrobat DC you are using? To check the version go to Help > About Acrobat and make sure you have the recent version 21.07.20099 installed. Go to Help > Check for updates and reboot the computer once.

Regards

Amal

[sl_lbp]

Btw the solution of Amal worked for me on Windows 11, too. Thanks!