Adobe acrobat reader dc not loading PDFs on Mac

[lee313]

When I try to open a PDF, Adobe Acrobat Reader DC takes about 5-10 minutes to fully load the PDF. During this time, my cursor is a spinning pinwheel and I am unable to click anything on Adobe. After it loads, if I click on the page, the pinwheel begins again for another 10 minutes. Then a blank window pops up. There are no words on the window, just a red exit button on the top left corner. I am unable to click the exit button Sometimes there will be a pinwheel and other times there will be my cursor. With the cursor, the exit button will not respond when clicked. I end up having to force quit the application. I tried restarting my computer, properly removing the application, re-downloading the application, looking for updates on both my Mac and on Adobe. My Mac is currently running on macOS Sierra Version 10.12.6 (16G2136). There are no available updates in the App store. 

[Amal.]

Hi Lee,

We are sorry for the trouble. As described above, Adobe acrobat reader dc not loading PDFs on Mac

What is the version of the Adobe Acrobat Reader DC installed? To check the version of the application please use the link here: https://helpx.adobe.com/acrobat/kb/identify-product-version.html

Make sure you have the latest version 19.21.20061 installed. Go to Help > Check for Updates. You may also manually download the patch using the link: DC Release Notes — Release Notes for Acrobat DC Products

You may please refer to the steps provided in the help article here: Troubleshoot Mac OS 10.x system errors, freezes | Adobe software and see if that works.

If it still doesn't work, please try the following steps.

• Remove the application using the Acrobat Cleaner Tool - Download Adobe Reader and Acrobat Cleaner Tool - Adobe Labs
• Reboot the computer
• Reinstall the application using the link - Adobe - Adobe Acrobat Reader DC Distribution

Let us know how it goes

Regards

Amal

[lee313 · Accepted solution]

I brought my laptop into Apple and turns out my laptop was connected to a VPN. They helped me remove it and connect back to the automatic network setting and everything was fixed. 

[Amal.]

Hi Lee,

We are glad to hear that the issue got fixed.

Feel free to contact us for any further assistance required in the future.

Regards

Amal