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]

[allen_2440 · Accepted solution]

I tried this trick from two years ago, it didn't work this time again the diabled item in security enhance.

updated information.

I uninstalled Adobe Acrobat DC that was freezing and tested the security enahance from two years ago.

Installed the Adobe Acrobat Pro from County Gov software repository. Build 2020.013.20064. This version also was freezing just by simple feature like scrooling down and up, minimizing, or X out. The title bar goes greyed out and no function works.

I went ahead and ran patch update and it currently at version 25.001.20693, on first try the client didnt have any freezing, the last ime I worked on it today it started freezing up again after an hour. I will know more later.

Update: Client reports the 25.001.20693 is now freezing too. Running Windows 11 23H2

I followed these instruction from another thread.

It didnt work with the 2020 version, I updated to the same 2025 version listed above. The client will test see how it goes. I guess my next option is to reimage the computer.

 ended up opening a ticket with Adobe Support. The below steps seems to have resolved the issue for one PC so far.

Greetings from Adobe.

Hope this email finds you well. We are thankful that you chose Adobe Acrobat.

We appreciate your cooperation. This Email is regarding the open case that we have, and we want to make sure your issue has been taken care of to our best and as per your satisfaction.

Below are the steps to remove Adobe from your computer.
>>Open the Control Panel and navigate to Programs and Features.
>>Select Acrobat Installation and click uninstall (repeat this step if there is more than one installation). Note: Continue to uninstall even if the app prompts a security alert.
>>Navigate to to Windows folder (C:/ drive)
>>Open Program Files and delete Adobe Folders. Open the 'Common Files' folder. Repeat the same step for the Program Files (x86) Folder.
>>While staying in the Windows drive, click on 'View' (top left corner) and check mark 'Hidden Files'.
>>Open the 'Program Data' Folder and delete the Adobe folders.
>>Go back to the main Windows Drive and open the 'Users' folder.
>>Open the folder that matches your profile.
>>Delete Adobe folders from within all three folders. (Local, LocalLow, Roaming)
>>Open 'Registry Editor' (search 'regedit' in Windows search at the bottom) (Note: If you do not see a folder named Adobe in the mentioned folders, you may skip them.)
>>Expand HKEY_CURRENT_USER (click on the arrow beside the folder).
>>Further, expand Software and delete Adobe files.
>>Collapse HKEY_CURRENT_USER and expand HKEY_LOCAL_MACHINE
>>Further, expand Software and delete Adobe files.
>>Open your browser, click on the 3 dots in the top right corner, click on settings/extensions (depending upon your browser), from settings open extensions and delete/remove any Adobe plugins.
>>Restart your PC.

Locations from manual cleanup should be done

C:\Program Files\Adobe
- C:\Program Files\Common Files\Adobe
- C:\Program Files (x86) \Adobe
- C:\Program Files (x86) \ Common Files\ Adobe
- C:\Program Data\Adobe
- C:\Users\(username)\AppData\Local\Adobe
- C:\Users\(username)\AppData\Roaming\Adobe

*NOTE: Please make sure that you have removed all the Adobe products from the user's computer before performing the manual cleanup.

[AnandSri]

Hello @allen_2440

Thank you for sharing the original steps for manually cleaning Adobe folders that worked for you. Please do let us know if Acrobat crashes or freezes.

Thanks again for your time and cooperation.

Regards,

Anand Sri.

[allen_2440]

It did not work for me. I am in process of taking the next step, likely to reimage the computer. This poor client has adobe issue every couple months since the issue two years ago. enough is enough.

[AnandSri]

Hello @allen_2440

I am sorry for the trouble. Could you please collect the logs as suggested earlier from the machine and share them with us for further investigations? This will help us isolate the issue.

Thanks,

Anand Sri.