Updated Acrobat to Sep 3rd update 25.001.20672 and now Acrobat will freeze when opening PDFS

[angular_Whisper5E87]

Running into an issue this morning with Acrobat where the latest update is causing more freezing and locking up. Looks like Acrobat.exe is not closing out completely when closing a pdf. The more pdfs that are opened, the more freezing occurs as adobe is staying open in the background

Tried a repair and that didn't fix it, so for now I have uninstalled and installed an older version where the issue does not occur

[AnandSri]

Hello @angular_Whisper5E87

I hope you are doing well, and thanks for reaching out.

Could you please share more details about the issue? Is it freezing with all the PDFs, or is it specific to one PDF? What is the version of the Windows OS installed?

For testing purposes, please create a test profile with full admin rights, install Acrobat, and check if it is still freezing. Also, ensure that all the mandatory and optional updates of the operating system are installed, reboot the mahcine after installing the machine.

Please install the latest version of Acrobat and collect the logs. To collect the logs, download and run the Log Collector tool. Make sure to select all log options and attempt to reproduce the issue. After that, close the Log Collector tool; it will generate the logs along with a log ID. Please share this log ID with us for further investigation.

Thanks,
Anand Sri | Acrobat Community Team

[arthur_1990]

I am having the same issue with 25.001.20672. The entire window is non-responsive with any PDF file. OS is Windows 10 with automatic updates enabled.

The obvious workaround is to use an older version, but Adobe web site only shows the latest problematic one. Anyone know where to find a download list of previous versions?

[Daverj]

I'm having basically the same issue. Any PDF that I open, Acrobat displays the page but the cursor doesn't change and clicking anywhere is useless for about 30 to 45 seconds. Waving the mouse over the top menu doesn't highlight anything. Eventually the cursor becomes responsive and clicking places works. It's been doing this for a week or so. When it first happened I tried uninstalling and reinstalling. Made no difference. Windows 11 (latest version) Creative Cloud (latest version)

[AnandSri]

Hello @arthur_1990, and @Daverj

I hope you are doing well. Thanks for reaching out.

Have you tried the suggestions from the previous post, such as performing a clean installation using the Acrobat Cleaner tool, restarting your machine, creating a test user profile with full admin rights, installing Acrobat, and checking its performance afterward? If not, please try these steps once.

For testing purposes, go to Menu >Preferences > Security Enhanced > Disable the Protected mode at startup, and Enhanced Security > Click OK, and restart the app.

If you have already tried all these steps, please collect the logs from the affected machine and share them with us for further investigation. Also, please share the exact version of the operating system installed, a quick screen recording of the issue, and the logs. To collect the logs, download and run the Log Collector tool. Make sure to select all log options and attempt to reproduce the issue. After that, close the Log Collector tool; it will generate the logs along with a log ID. Please share this log ID with us for further investigation.

Thanks,

Anand Sri.

[Edited Response]