Scrolling in Acrobat Pro DC on Mac with search bar open is extremely slow

[JRGLVL27]

Dear Adobe,

I am using Adobe Acrobat Pro DC 'Continuous Release' version 2020.009.20074 on a late-model MacBook Pro.

I have noticed that if I scroll through a document with the 'search' window open (ie, after searching for a word), the scroll is extremely laggy and slow.  I have seen a number of posts on the community forum about this issue, but no solutions.

Please can you advise how to fix this issue? 

[Amal.]

Hi Jrglvl

We are sorry for the trouble. As described the scrolling is slow and laggy

Is this a behavior with a particular PDF fiel or with all the PDFs? Please try with a different PDF file and check.

Also, try switching to read mode (CTRL-H) and check the scrolling and then switch back to normal view (CTRL -H again) and check the scrolling speed.

If the PDF is stored on a shared network/drive please download the file to your computer and check for the issue.

Please try the following preferences and see if that makes any difference.

• Go to Edit (Windows), Adobe Reader / Adobe Acrobat DC (Mac) > Preferences > Page Display >Select Single Page Continuous under page layout.

If it still doesn't work, try to disable the protected mode and Enhanced Security. Go to Edit (Windows), Adobe Reader / Adobe Acrobat DC (Mac) > Preferences > Enhanced Security > Turn OFF the Protected Mode and Uncheck Enhanced Security. Restart the application and check.

Note: Switching OFF the security is for the testing purpose only, please turn ON the security after testing, irrespective of the result.

Let us know how it goes

Regards

Amal

[JRGLVL27]

Hi Amal,

In relation to your questions:


- Yes, this happens with all PDF files. I have tried multiple PDF files.
- No, switching to read mode (which is shift+command+H on a mac) and
switching back does not fix the problem.
- No, the file is not stored on a shared or network drive.
- No, adjusting the preferences to 'Single Page Continuous' did not fix
the problem.
- No, switching of 'Enhanced Security' and restarting the program did
not fix the problem.

Grateful if you could provide any other suggestions.

Kind regards,

James

[kaadeewee]

I want to double that:

 I am a CC-subscriber, but for reading PDFs I am using Apple Preview because the stuttering choppy scrolling of PDFs is unbearable on an iMac with a Radeon Pro Vega graphic card. Latest version, all accessibility features turned off… 

In Apple Preview scrolling through pages is smooth as butter, in Acrobat the page jumps in 40 pixel jumps or more…

It's rididulous. ADOBE, show some love to the Adobe Acrobat on MAC!!!

[Amal.]

Hi there

We are sorry for the daelay in response. As the issue still persists, please try to create a new test user profile with full admin rights or enable the root accoungt in Mac and try using the application there and check.

If it still doesn't work please remove the application using the Acrobat Cleaner Tool https://labs.adobe.com/downloads/acrobatcleaner.html , reboot the computer nd reinstall the application using the link https://helpx.adobe.com/in/download-install/kb/acrobat-downloads.html

Keep us posted with the results

Regards

Amal

[JRGLVL27]

Hi Amal,

The Acrobat Cleaner Tool says that it is not for use with Creative Cloud:

*"THIS TOOL IS NOT FOR USE WITH ANY CREATIVE SUITE PRODUCTS INCLUDING
SUITES THAT CONTAIN ACROBAT. IT CAN ONLY BE USED WITH STANDALONE VERSIONS
OF ACROBAT AND ADOBE READER."*

My understanding is that Acrobat Pro DC is part of Creative Cloud.

Is there anything else you suggest? Having a look at your message board
shows that this seems to be a common problem on Macs. Given the price of
this software I would be grateful if you could offer a solution that
actually works.

Kind regards,

James

[JRGLVL27]

Hi Amal,

Just wondering if you've had time to come back to me on this?

Kind regards,

James

[JRGLVL27]

Hi Amal,

Can you please give me instructions to cancel my Adobe subcription?  I have found that PDFElement Pro is cheaper and works better.

Kind regards,

James

[Amal.]

Hi James

I am sorry for the delay in response.

To cancel the subscription, you may please follow the instructions given in the help page https://helpx.adobe.com/in/manage-account/using/cancel-subscription.html

Regards

Amal

[kaemus78]

This is not an acceptable response. There's a bug in Adobe on this, and it's Adobe's job to find it and fix it. Trying to shift the work to your paying customers isn't acceptable. Which begs the question: Has Adobe resolved this issue yet? If not, what sort of work has been done to do so in the last couple years?

[Amal.]

Hi there

Hope you are doing well and sorry to hear that.

Would you mind sharing the version of the Acrobat DC and the OS you are using? To check the version go to Help > About Acrobat and make sure you have the recent version 22.1.20085 installed. Go to Help > Check for updates and reboot the computer once.

Regards

Amal

[JRGLVL27]

Hi Amal,

I was the original poster of this thread and I can confirm that problem still exists for me also - nearly 2 years later. Are you please able to escalate this? It is clear that others are having this problem and continually asking people to confirm what version they are using is obviously not fixing the problem.

Kind regards,

James

[Amal.]

Hi James,

Hope you are doing well and sorry to hear that the issue still exists.

Would you mind collecting the Adobe CC logs https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html and Procmon logs (Win Only) https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html and share them via Document cloud link as described here https://helpx.adobe.com/document-cloud/help/sharing-pdfs.html for further investigation

Regards

Amal

[rrdillinger]

I also have continuously experienced this problem using Adobe Acrobat Pro DC 2022.01.20085 via Creative Cloud v. 5.6.5.58 on iMac (Retina 5K, 27-inch, 2019) 3.7GHz 6-Core Intel Core i5 running macOS Big Sur v. 11.6

The same issue has occurred in prior Adobe software versions as well as prior Mac OS versions.

I have attempted the workarounds noted throughout this thread, to no avail.

Almost every PDF document I open has this issue, and I have long since learned that if I need to scroll the document smoothly (say, for a virtual meeting with clients and team members), it's pointless to even use Acrobat Pro for this purpose.

I have been a faithful Adobe user, enthusiast, subscriber, and advocate for nearly 30 years. But the one area where Adobe has regularly disappointed me is in the failure to address very common issues such as this.

[Amal.]

Hi there

We are sorry to hear that.

Please try to turn off the protected mode at startup (Win Only) and see if that helps. Go to Edit > Preferences > Enhanced Security > Uncheck 'Enable protected mode at startup' Turn off the Protected mode and uncheck 'Enhanced Security > Click OK and reboot the computer.
Note: Please turn in the security after testing to avoid any security risk.

If it still doesn't work, please collect the Adobe CC logs https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html and Procmon logs (Win Only) https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html and share them via Document cloud link as described here https://helpx.adobe.com/document-cloud/help/sharing-pdfs.html for further investigation

Regards

Amal

[Nikhil27972201q2zl]

Facing the same issue. No fix for years.

The search / find bar makes the scrolling laggy. 

Close the search / find bar and viola. 

Strange stuff.

Sad that we haven't seen a fix for this long.

[Amal.]

Hi @Nikhil27972201q2zl 

Hope you are doing well, and sorry to hear that.

Would you mind sharing the version of the Acrobat DC you are using? To check the version, go to Help > About Acrobat and ensure you have the recent version 22.3.20310 installed. Go to Help > Check for updates and reboot the computer once.

Also, try to repair the installation from the help menu (Win Only) and see if that works.

Please try to reset the Acrobat preferences as described here https://community.adobe.com/t5/acrobat-discussions/how-to-reset-acrobat-preference-settings-to-defau...

You may also try to create a new test user profile with full admin rights in Win or enable the root account in MAC and try using the application there and check.

Regards

Amal

[kaemus78]

Hi Amal,

It seems that Adobe's way of handling these kinds of bugs is to perpetually shift the onus to the consumer. This is a fairly well-noted bug. Can you tell me what Adobe has done to look into and understand it? To try to resolve it? At a minimum it seems you or someone else at Adobe would fire up a Mac version of Acrobat, open a PDF, open the search dialog box, and then start scrolling. Have you done even that?

[JRGLVL27]

Thanks kaemus78, completely agree. It is beyond crazy that Adobe hasn't recognized this well-documented problem. I am also surprised that the only person who has responded to this thread over nearly three years is "Amal" and that *none* of the people who have had problems seem to have found a resolution.

Amal - can you confirm whether any Mac user with this problem has had it resolved, and whether anyone else works in your support team? Thanks

[Amal.]

Hi @JRGLVL27 

I have tried reproducing the issue on Mac at my end and it's working fine. Would you mind collecting the Adobe CC logs https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html and sharing them with us for further investigation?

Regards

Amal

[Jessy27434418gd98]

I have the same issue, but thank you Amal for responding to all these posts! very unfair that a higher-up has not responded to this matter.