Acrobat Pro DC can't open even small files and freezes at 'Content Preparation Progress'

[Tanya S]

I can't open even small pdf files, Acrobat freezes at 'Content Preparation Progress'. Really, REALLY frustrating, I have never had any problems with previos versions. I tryed 'repair acrobat installation' three-four times, I untick 'enable enhanced security' in preferences all in vain. Please help.

[Serene_nature15C3]

Hi Tanya

Hope you are doing well and sorry for the trouble. As described, Acrobat Pro DC can't open even small files and freezes at 'Content Preparation Progress'

Would you mind sharing the version of the Acrobat Reader 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.

Also go to Edit (Win), Adobe Acrobat (Mac) > Preferences > Reading > Under page vs document, Select 'Only read the currently visible page' > Click OK and reboot the application and check.

Let us know if you experience any trouble and need more help.

Regards

Amal

[Tanya S]

Hi Amal

Thank you for following up.

Yes, I have the most recent version 21.07.20099. I have selected  'Only read the currently visible page' and reboot but still haveing problems. 

I can't open any one page PDF documents derived from architectural drawings without freezing the application. I had to install an alternative reader. To be honest i could do without the fancy tools as long as the app is doing its prime function; reading pdfs.

Could I install a previos version? I have never had problems before.

Regards

Tanya

[Serene_nature15C3]

Hi Tanya

We are sorry to hear that the issue still exists. Is the issue limited to architectural PDFs only or other PDFs as well? Please try with a non architectural PDF and see if that works fine.

Regards

Amal

[Tanya S]

Thank you Amal.

Yes, it is slow but okey with multy page pdf as long as they do not contain drawings. I am not sure how this helps, I am an architect and the main purpose of the reader for me is to open and comments on drawings.

Could I download and older version of Acrobat? I had never had trouble with previos versions even if Adobe do not update them anymore it will be way better than a disfunctional reader.

Regards

Tanya 

[Serene_nature15C3]

Hi Tanya

We are sorry to hear that, Would you mind collecting the procmon logs (Win OS) of the affected machine as described here https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html

Please share the logs with us using document cloud as described here https://helpx.adobe.com/document-cloud/help/sharing-pdfs.html so that we can isolate the issue for the fix. 

Regards

Amal

[Serene_nature15C3]

Hi Tanya

Thanks for sharing the logs in the private message, w have shared the same to the engineering team for review.

We will share the update as soon as we will hear anything from them.

Regards

Amal

[Tanya S]

Thank you Amal.

I do appreciate you following the matter up and your prompt responces. Thank you

[Serene_nature15C3]

Hi Tanya

Our engineering team has checked the logs that yo uhave shared, we need some more information.

1. Are you trying to open the PDF from the network drive? If yes please download the PDF to your computer first and then try to open it using Acrobat/Reader DC and check if that helps.

2. We can see many plugins and operations being performed including OCR. Can you please share what you were intending to do while these logs were being captured ? Please also confirm if you were doing any OCR related activity and check if they were using any accessibility features.

3. Also please share how you quit Acrobat ? Was it abruptly ? Was it by issuing an "End Task" in Task Manager?

Regards

Amal

[Tanya S]

Hi Amal

Here are quick answers to the quires:
1. Yes, I am opening them from network drive. If I have to download all the PDFs I need to review the process will become unsustainable. All the rest of the software is working fine opening from the drives.
2. I don't know what OCR is. This is my workstation which probably runs things required by the company I work for.
3. Adobe window greys out and I have to right click on its task bar icon and choose quit. It that doesn't work, which happens sometimes I resort to 'end task' in Task Manager

This is taking more of my time that I would like to. I have installed an alternative PDF reader but ideally I would like to install an older version of Acrobat. Please let me know if and where I can download one.

Regards
Tanya

[Serene_nature15C3]

Hi Tanya,

Thanks for sharing the information, we have shared the same with the engineering for review.

We will share the update as soon as we will hear anything from them.

Thanks for your time and patience

Regards

Amal

[convertir vers word]

Bonjour,

J'ai ce type de problème récent (non résolu). Mais je vous signale que lorsque je demande le "Français" les conversations restent en anglais. J'ai essayé plusieurs fois et c'est toujours pareil. Vrai problème pour ceux qui ne lisent pas l'anglais…

Cordialement,

Christiane

[Serene_nature15C3]

Hi there

Hope you are doing well and sorry for the trouble.

You may try to copy the text and then paste it in google translate to get  the translation done.

Regards

Amal