Very slow opening large files with newest update to Acrobat

[JOSHBC7C]

Our company works with large PDF files on a regular basis, 250MB-1.5GB. This past week files are taking 10 minutes or more to open. This behavior is only showing up on our users that are on the latest update. Opening the PDFs with an older version of Acrobat 2022 or even Acrobat 2020 and the files open instantly.

Same machine - 280MB file:

Acrobat Reader DC 2022.001.20117 - file opens instantly

Acrobat Pro DC 2022.001.20142 - 10 minutes to open

Going thru the preferences between the apps and they look the same. Disabling security had no effect on the opening speed.

[AkanchhaS]

Hi,

Thanks for reporting this to us.

Since you have confirmed that this issue appears to be with the latest version only. So we'd like you to try a couple of steps suggested below and see if that makes any difference.

1- Open Acrobat>help>run "Repair Installation"

2- Do you experience this lag while opening a smaller size file too?

3- Under the Acrobat preferences, disable all these security settings Navigate to Acrobat>Edit>Preferences>Security (Enhanced)>disable "Protected Mode at Startup", "Protected View" and "Enhanced Security">OK>close and reopen Acrobat

Thanks,

Akanchha 

[JOSHBC7C]

1. Done, no change in performance. Adding, this is happening to current installs, repair installs and fresh installs on new machines.

2. No noticeable lag.

3. Done, no change.

New information. A 280MB PDF with a single image opens fine. The PDF's with issues have thousands of text records or images.

I can provide sample files if needed, although they are too large to attach here.

[AkanchhaS]

Thanks for trying the suggested steps.

If you could share a sample file that would be great. We'd like to test the same at our end too.

Since the file size is too large, then we'd suggest you upload the file to Document Cloud storage or any other cloud storage, such as Google Drive, Dropbox, etc., and share its link with us here.

We'll download the file. 

Thanks,

Akanchha 

[JOSHBC7C]

I have attached the links to a couple of sample files to you by private message. I cannot post publicly.

[AkanchhaS]

Thanks!

Got it.  Allow us some time to review it.

~Akanchha

[evg23952923]

Dear Adobe Support Team!

Are there any updates on this issue? We are having the same issues with the new versions of Adobe Acrobat Reader and need a solution to this issue or at least a workaround until a solution is available.

Thanks & best regards

Sebastian 

[Sarah253520238h4n]

Also having the same issue.
Additionally adding a watermark now MOVES all my graphics marginally - which makes it impossible to continue working with the pdf as the graphics create a very specific fixed grid.

Can we revert back to a previous version of Adobe DC please? This has literally broken my business at the moment.

[Dustin28444852lqnv]

Was a solution found for this issue?

[JOSHBC7C]

Never heard back from Adobe after providing sample files that were causing issues. We've had to revert to an older version of Acrobat for production.

[Cindy25397383lwm9]

We are experiencing a similar issue. Have already reinstalled/repaired, disabled security, etc. PDFs which previously would open instantly are now taking more than 20 seconds depending on size. Opening the exact same file with Edge, Chrome, or Foxit is instantaneous.

[AkanchhaS]

Hi all,

Sorry for the delay in further response.

We see a couple of users are experiencing a similar issue. Since it was initially reported with a previous patch, another update was rolled out recently. 

Would you mind sharing the screenshot of the current version of Adobe Acrobat installed on your system?

Open Acrobat>help> About Adobe Acrobat 

https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/index.html 

Thanks,

Akanchha

[JOSHBC7C]

We have updated to 2022.001.20169(latest available) and still have the same issue.

[AkanchhaS]

Hello everyone,

Thanks for sharing the update. 

Those who are still experiencing the same issue with the latest version, please collect the following logs and share

1- https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html 

2- https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html 

Thanks,

Akanchha

[Donald25442443x3cp]

I re-enabled the security settings and then downloaded the linked programs.

1. I ran the Log Collector Tool and uploaded file: AdobeLogs_20220801_024706_032-win-GS.zxp

2. I also ran AcroMonitor, although I could not run Process Monitor as I do not have Administrator access at my organisation. This forum does not allow me to attach the .dmp files produced by AcroMonitor, so I am unsure how to provide them?

Regards,

Donald

[AkanchhaS]

Hi Donald, 

Sorry for the delay in acknowledgment.

You can upload the .dmp file to Document Cloud web and

Share them via document cloud as explained here: https://helpx.adobe.com/document-cloud/help/sharing-pdfs.html   or any other Cloud storage and share the link with us here. We'll download the file. 

Thanks,

Akanchha 

[Donald25442443x3cp]

Hi. Apparently my organisation have not granted me access to Document Cloud web (I get an "Access Denied" error when I try to access it) and our OneDrive installation does not allow sharing of files with anyone outside the organisation. Is there an email address I can send the .dmp files to?

Regards,

Donald

[Sarah253520238h4n]

22.001.20169 here too.
I haven't checked since the update as it's now coming up for midnight here in Scotland but I will check in the morning.

[evg23952923]

Dear Akanchha!

We have updated to 2022.001.20169 (latest available) too and still have the same issue.

Thanks & best regards

Sebastian 

[Donald25442443x3cp]

I am also experiencing this issue specifically when trying to select non-consecutive pages in thumbnail view to delete them, moving pages, or double-clicking on a thumbnail to view the specific page. My clicks are completely ignored for PDFs around 100 pages in size, but there is no issue for small PDFs of around 12 pages. I am running version 2022.001.20169 of Adrobat Standard DC.

Disabling the security settings "Protected Mode at Startup", "Protected View" and "Enhanced Security" and restarting the application resolves the issue for me.

[Sarah253520238h4n]

disabling Enhanced Security worked also for me, thankyou.

[Terri Ronlev253438359fbv]

Worked for me as well!--
Warm regards,
Terri


[Personal information removed by the moderator]

[AkanchhaS]

Hi All,

Those who are still experiencing the same issue with the latest version, please collect the following logs and share them with us for further investigation. 

1- https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html 

2- https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html 

Share them via document cloud as explained here: https://helpx.adobe.com/document-cloud/help/sharing-pdfs.html   or any other Cloud storage and share the link with us here. We'll download the file. 

Thanks,

Akanchha

[jvalal]

Do you guys have an update on this??? I have 23MB PDF's that take minutes for clients to open. This is ridiculous that this is even an issue!! WHAT IS THE FIX???

[AkanchhaS]

Hi @jvalal 

Sorry to see the issue persist.

Please share the exact version of Acrobat.

Does it work well after disabling the security settings? 

Navigate to Acrobat>Edit>Preferences>Security (Enhanced)>disable "Protected View" and "Enhanced Security">OK>close and reopen Acrobat.

If it works, please share the logs for further investigation. 

Please collect the Adobe CC logs https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html  

 Procmon Logs: [Windows only]

https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html

Note: share the logs by uploading them to any cloud storage.

Thanks,

Akanchha