Adobe Acrobat Reader DC - AdobeCollabSync.exe high data usage

[DanieMar]

Since July 2021 we have picked excessive data usage on some clients. Only recently discovered that 

AdobeCollabSync.exe is the cause of this.

When AdobeCollabSync.exe is running it can consume in excess of 50GB per day on some clients depleting user mobile data in minutes.

Current version in estate is 2021.001.20155 where the issue was detected. Upgraded to 2021.005.20060 with the same results. Tested a previous version 2021.001.20145 where this issue does not occur, but we cannot go back to an older version and is in the process of deploying 2021.005.20060. Note, 

Process AdobeCollabSync.exe can be triggered by launching Adobe Reader DC > Edit > Preferences > Trust Manager. Trigger any of the AATL or EUTL "Update Now" buttons.

Current work around is to rename AdobeCollabSync.exe but this is causing slow response in Adobe Acrobat DC Reader when users are trying to digitally sign or edit some documents.

Chat support directed me to post my issue here.

[Amal.]

Hi DanieMar

Hope you are doing well and sorry for the trouble. As described the AdobeCollabSync.exe is consuming high data usage and the issue continues even after updating the application to the latest version.

Please try once to uninstall the application using the cleaner tool https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html

Reboot the machine and re-install the application from here https://get.adobe.com/reader/enterprise/

Check if that makes any difference.

You may also checkout the suggestions and correct answer marked in the similar discussion https://community.adobe.com/t5/acrobat/adobecollabsync-is-slowing-my-pc/m-p/10364457  and see if that works for you.

Regards

Amal

[DanieMar]

I forgot to include our additional testing did include a clean install after using AcroCleaner. All our installers are downloded from the https://get.adobe.com/reader/enterprise/ link.

Testing:
1) Upgraded Adobe_AcrobatReaderDC_2021.001.20155 to Adobe_AcrobatReaderDC_2021.005.20060 - Same result, AdobeCollabSync.exe will consume high data download when process is running
2) Uninstalled Adobe_AcrobatReaderDC_2021.005.20060 and ran AcroCleaner, rebooted and reinstalled Adobe_AcrobatReaderDC_2021.005.20060 - Same result, AdobeCollabSync.exe will consume high data download when process is running

I have come accross the mentioned linked during our testing, but a workaround like that is not a solution. Why does the older version work but the latest version are affected?

[Amal.]

Hi Daniemar

Hope you are doing well and sorry to hear that. Would you mind sharing the workflow/steps the users are doing and experiencing this issue. Are they using any online service? If yes, please share the detailed steps the users are doing.

Regards

Amal

[DanieMar]

Hi Amal,

Currently it is unknown to us what is triggering the AdobeCollabSync.exe process to kick off, will you not be able to clear up this process execution? 

As far as we can see, in some cases it just launches at the same time you lauch Adobe Reader DC and in other cases we saw it start while the user launch a document that has fields in it for editing and or when the user is trying to sign a document.

Most of the time we have to manually trigger the process as described before, Edit > Preferences > Trust Manager. Trigger any of the AATL or EUTL "Update Now" buttons.

[DanieMar]

Anything else we can do to fix this issue?

[Omar5C7E]

This is unbelievable, really. All of my devices were doing well, working fast. It's been a couple of days since my laptop Internet navigation (500 GB, with SD card) started to get so slow as a 90's computer. Speed test was showing perfectly well in my other home devices except on mine.  I just discovered AdobeCollabSync.exe was slowing it down in the background with a "high impact". What is this process exactly and why is it causing so much trouble? I would like to know how to completely disable or opt out from what is referred to as the "Collaboration Synchonizer" stuff. I don't need it either. Thanks in advance. 

[JR Boulay]

MOVED TO THE ACROBAT READER FORUM