Adobe Freezing while saving to a network share

New Here ,
Feb 13, 2019 Feb 13, 2019

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I have a few users that have the most updated DC reader. they use Windows 7 and Windows 10. when they open a PDF in DC reader and then do a save as to save it to a shared folder the Software will hang for several minutes.

this is not Isolated to a single shared drive and permissions are all correct. this is only happening on DC reader and not if the user uses Adobe Standard 11.  Below is a example of one of the devices that is not saving properly

Account Detail:

   User Rights: Admin

   User Account Control: Limited

   Process Integrity: Medium

   Profile Type: None

Acrobat Detail:

   Sandboxing: OffOff

   Captive Reader: No

   Multi-Reader on Desktop Support: Off

Available Physical Memory: 4194303 KB

Available Virtual Memory: 3929416 KB

BIOS Version: LENOVO - 31443430

Default Browser: C:\Program Files\Internet Explorer\iexplore.exe

    Version: 11.00.17134.1 (WinBuild.160101.0800)

    Creation Date: 2018/04/12

    Creation Time: 4:16:37 AM

Default Mail: Microsoft Outlook

    mapi32.dll

    Version: 1.0.2536.0 (WinBuild.160101.0800)

    Creation Date: 2018/04/11

    Creation Time: 6:35:01 PM

Display Detail:

   Screen Width: 3840

   Screen Height: 1600

   Number of Monitors: 3

   Number of Mouse Buttons: 5

   Has Mouse Wheel: Yes

   Has Pen Windows: No

   Double Byte Character Set: No

   Has Input Method Editor: Yes

   Inside Screen Reader: No

Graphics Card:

    Version: 0.0.0.0

    Check: Not Supported

Installed Acrobat: C:\Program Files (x86)\Adobe\Acrobat 11.0\Acrobat\Acrobat.exe

    Version: 11.0.23.22

    Creation Date: 2017/11/01

    Creation Time: 9:27:24 AM

Installed Acrobat: C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AcroRd32.exe

    Version: 19.10.20091.315611

    Creation Date: 2019/01/31

    Creation Time: 7:24:26 PM

Locale: English (United States)

Monitor:

    Name: NVIDIA NVS 510

    Resolution: 1920 x 1080 x 60

    Bits per pixel: 32

Monitor:

    Name: NVIDIA NVS 510

    Resolution: 3840 x 1600 x 60

    Bits per pixel: 32

OS Manufacturer: Microsoft Corporation

OS Name: Microsoft Windows 10

OS Version: 10.0.17134 

Page File Space: 4194303 KB

Processor: Intel64 Family 6 Model 60 Stepping 3  GenuineIntel  ~3292  Mhz

Session Detail:

   Boot Type: Normal

   Is Shutting Down: No

   Network: Available

   Inside Citrix: No

   Inside VMWare: No

   Remote Session: No

   Remote Control: No

   Using JAWS: No

   Using ZoomText: No

   Using Windows-Eyes: No

   Using NVDA: No

System Name: HMISWSTSA2

Temporary Directory: C:\Users\rhoward\AppData\Local\Temp\

Time Zone: Eastern Standard Time

Total Physical Memory: 4194303 KB

Total Virtual Memory: 4194176 KB

User Name: rhoward

Windows Detail:

   Tablet PC: No

   Starter Edition: No

   Media Center Edition: No

   Slow Machine: No

Windows Directory: C:\Windows

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Adobe Employee ,
Feb 13, 2019 Feb 13, 2019

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Hi Ronh,

We're sorry for the trouble you had with Adobe Reader, please navigate to Adobe Reader's Preferences from Edit>Preferences>Security(Enhanced)>Add the network location(Folder path) to the trusted site>Click OK, restart the application and check.

For testing purpose only, disable the 'Enhanced Security' and 'Protected Mode at startup' from Edit>Preferences>Security(Enhanced)>Click OK, restart the application and check.

Please enable the protected mode and enhanced security back.

Let us know how it goes and share your observation.

Thanks,

Anand Sri.

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New Here ,
Feb 13, 2019 Feb 13, 2019

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It had no effect. When I click on the location and try to save it I will get the save as box. the software will let me get to the network location and then hangs. it will hangs all my programs then will come on to allow me to input the name.  After about a minute it will finish saving. when I added the folder in the security location it seemed to slow it down more.

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Adobe Employee ,
Feb 13, 2019 Feb 13, 2019

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Thanks for shairng the details. have you tried disabling the protected mode and enhanced security? If not, please try and check.

Please enable it back.

Thanks,

Anand Sri.

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New Here ,
Feb 13, 2019 Feb 13, 2019

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I did disable them and enabled them. no change.

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Adobe Employee ,
Feb 13, 2019 Feb 13, 2019

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I am sorry for the trouble. I have shared some more steps by direct message, please check your email inbox and share your observation in the same direct message.

Thanks for your time and patience on this.

Regards,

Anand Sri.

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New Here ,
Apr 21, 2021 Apr 21, 2021

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Did any of the other suggestions fix this? If so could you possibly post them?

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