Adobe Acrobat freezing constantly

[za925]

Hello,

I’m an IT technician working within a company. We all have Acrobat Reader installed, and we operate in Windows environments.

For the past two months, many users (between 100 and 250 out of a total of 1,000) have been experiencing frequent freezes with Adobe Reader. The software becomes unresponsive ("Not responding") even without any specific interaction—simply launching the program triggers the issue.

None of our security tools seem to be blocking access to Adobe Reader, and the application is fully approved by our IT department.

I’ve reviewed several forums on the topic, and it seems this issue may not be unique to our setup. Do you have any suggestions for a solution? Has Adobe communicated any details if this is a widespread problem?

Below are the Windows and Adobe Reader versions most of our users have:

• Adobe Reader: Version 24.004.202xx (LU) or 24.003.20180
• Windows: Windows 11 Pro; Version 10.0.26100 Build 26100

Best regards

[7894568147]

We have the same issue in our company. Started about 5-7 days ago. Programe freezes when first opening a PDF, comes back after 20-30 seconds.

Looking forward to a fix/patch.

2024.004.20220

[Jordany252381237936]

Same issue we are having, reinstalling it or repairing it has no effect. Multiple users are being affected.

[TS2004]

Hello,
we have had the same problem for about 4-8 weeks. I just found out that the problem is solved if you deactivate "Enable Protected Mode at startup".

But this is not a company-wide solution, does anyone have a suggested solution?

[7894568147]

This has alos worked for us, it can be found in :-

Menu / Preferences / Security (Enhanced) / 

[Andy32680803nt64]

Same here.
Been experiencing for about a month.

Acrobat will open okay for 2 seconds, then show Not Responding for 20-30 seconds, then be okay again.
It will affect seemingly random users.

I've been remedying by installing an earlier build of Reader. and praying that the next patch fixes this.

[Meenakshi Negi]

Hi All,

Thank you for reaching out, and sorry about the trouble caused.

As the application is freezing constantly, please try first the troubleshooting steps suggested here: https://helpx.adobe.com/acrobat/kb/acrobat-dc-crashes-on-windows-os.html. Or try reinstalling the application using the following steps:
- Remove the application and run the cleaner tool (https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html).
- Reboot the machine
- Install Adobe Acrobat Reader from the following page: https://get.adobe.com/reader/enterprise/. 

If the above steps do not help, please share the logs using the steps suggested here: https://helpx.adobe.com/acrobat/kb/acrobat-diagnostics.html. We will get the logs checked.

Let us know how it goes.

Thanks,

Meenakshi

[TS2004]

Hello,
I've tried it on 3 devices now. Without success.
I now have the logs too.
Who should I send the logs to?

[Meenakshi Negi]

Hi TS2004,

Thank you for the information. 

You may upload the logfile to cloud storage and share a link to the file here. 

Thanks,

Meenakshi

[TS2004]

here is the link
https://cloud.tobsteel.com/s/xRZycB43RKrrcFz

I can add that the problem is even more obvious when opening a PDF file from Outlook

[Meenakshi Negi]

Hi TS2004,

Thank you for sharing the logs. We have shared it with the team to get the logs reviewed. 

We will update you once we have more information on this. We appreciate your patience.

Thanks,

Meenakshi

[TS2004]

Hello,
since version 2024.004.20243 we could no longer find the problem.

[gabem52761518]

Created an account to chime in - we are also experiencing this at scale. Many, many users have been reporting issues over the past few weeks with Adobe Version 24.004.202xx (LU) or 24.003.20180 on Windows 11. 

Has Adobe acknowledged it? We pay them so much money - this is truly unacceptable.