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M
McMike1237
Participant
March 27, 2019
Question

Adobe reader DC suddenly slow

  • March 27, 2019
  • 6 replies
  • 33525 views

2019.010.20098 on win 7 PC.

It has worked fine forever, recently it takes from an extra 30 seconds to a couple minutes to load a document.  It seems like it is freezing, or waiting for something to load or a response from some sub-task.  None of the buttons are responsive: can't scroll, can't print, etc.  Tasks like printing also take longer now; takes much longer for print dialog box to load and for the buttons to respond.  Any sort of tasks: export, share, etc seems to hang up for a beat before it initiates.

I didn't change anything on my end.

    This topic has been closed for replies.

    6 replies

    L
    leejay90210
    Participant
    February 2, 2020

    I had same problem, several minutes for pdf to open whether from explorer or opening from programs.

    Switched off Enhanced Security in preferences, problem solved!

    J
    Jaime Chandra
    Participant
    August 5, 2019

    I can report similar issues with Adobe running slow on a Dell Optiplex, but specifically hanging on file close, which is really weird. All software is up to date.

    LenCastelli
    LenCastelli
    Participant
    September 16, 2019
    I can report same problem with Adobe. Opening pdf works well, once open, calls javascript to open second pdf and screen goes unresponsive for most of one minute, then subsequent opens are fast as usual. Checked for updates. We have several machines in our office running the same javascript-powered pdfs and only one machine is experiencing the problem.
    childrensclinic
    childrensclinic
    Participant
    April 26, 2019

    My problem is that Reader opens a PDF, and after a few seconds, it freezes up for 10-20 seconds, but then functions normally. This happens on files of any size. I found that, if you open any PDF and keep it open, then the slow open problem does not occur for subsequent files. So, I open a dummy PDF and keep it open, all day. This makes Reader well-behaved.

    S
    steve7891
    Participant
    April 11, 2019

    Disabling Enhanced Security fixed the long startup delay for me with the latest version of Reader DC on my Window 7 PC. I also found that enabling Enhanced Security would not result in long start up delays as long as I added my Documents folder and other folders where I store documents as trusted paths and checked the two boxes for trusted documents and sites under the Enhanced Security option.

    V
    Adobe Employee
    vdobhal
    Adobe Employee
    April 12, 2019

    Hi steve7891

    Thanks for reporting the issue. In order to investigate the issue further can you pls. provide us with some logs from your system with Enable Protected Mode at startup' and 'Enable Enhanced Security' turned 'ON' in the Preferences.

    Following are the steps to generate the procmon logs:

    • Do the required steps/workflow and save the logs in the end.

    Pls. provide the above logs to us using a file sharing utility.

    Thanks in advance,

    Vinod

    T
    techatp75599763
    Participant
    May 28, 2019

    Hi,

    We have released the latest update for Reader today with version no. 19.012.20034 having many performance and stability fixes. Pls. update to the latest version and let us know if the problem persists.

    Thanks,

    Vinod


    Hello Vinod,

    I have an end-user with this same issue.  Adobe Reader takes minutes to load even when executing from the Start Menu.

    We are at Version 2019.012.20034.

    The machine is Dell Optiplex 7050, Intel Core i7-7700 CPU @ 3.6GHz, 16GB of RAM. Running Windows 10 1809.

    Thanks,

    James

    V
    Adobe Employee
    vdobhal
    Adobe Employee
    April 11, 2019

    Hi McMike1237,

    In order to investigate further, we would like to profile your system using the Windows Performance Recorder to identify the performance bottleneck. It's a Microsoft profiling tool to record events. You can get more information about the profiler from the following links:

    Windows Performance Recorder | Microsoft Docs

    WPR How-to Topics | Microsoft Docs

    The profiler is available for download at: Download Windows Assessment and Deployment Kit (Windows ADK) for Windows 8.1 Update from Official Microsoft Download Ce…

    After Installing the tool.

    1. Open Windows Performance Recorder and check the following option under Resource Analysis
      1. First level triage
      2. CPU Usage
      3. Disk I/O activity
      4. File I/O activity
      5. Registry I/O activity
      6. Networking activity
      7. Heap Usage
      8. Pool Usage
    2. Performance Scenario: General
    3. Start the Recording
    4. Continue to use the Adobe Reader for the mentioned workflow (which creates the hang issue)
    5. Save the file
    6. Share the file with us using any file share utility (you need to zip the file before sending it, as it's heavy).

    Note: This profiler also records system details like hardware and network information such as System Manufacturer, Computer name, Processor Speed, IP address etc.

    This log would help us in finding the real culprit. Thanks in advance for the help.

    Regards,

    Vinod

    M
    McMike1237Author
    Participant
    April 11, 2019

    Thanks for the reply.  I will try and find the time to run that test.

    Frankly, I am pretty sure the temporary freezing of Adobe is due to it "phoning home" or some sort of similar behavior, where it is waiting for a reply from an external source.  It behaves exactly like a web page waiting to load, to finish loading a slow graphic pop-up/imbeded video.  Perhaps Adobe is contacting the cloud, even though I do not have cloud services set up?

    Of course I could be wrong.

    AnandSri
    AnandSri
    Legend
    March 28, 2019

    Hello McMike,

    We're sorry for the trouble you had with Adobe Reader DC, are you experiencing the slow issue with all the PDF files or is it specific to one PDF file?

    Repair Adobe Reader's installation files once from help>repair installation. Reboot the machine after repair and check.

    Make sure you have all the mandatory and optional updates related to Windows 7 installed, check for the updates in Control Panel.

    For testing purpose, navigate to Adobe Reader's Preferences from Edit>Preferences>Security(enhanced)>and disable 'Protected mode at startup' and 'Enhanced Security'> Click OK, restart the application and open any PDF file and check.

    Note: Disabling the Protected Mode and Enhanced Security is only for testing purpose, please enable it back.

    Let us know how it goes and share your observation.

    Thanks,

    Anand Sri.

      Jim - Country Transport
      Jim - Country Transport
      Participant
      April 10, 2019

      This solution to change the Enhanced Security did not work for me.  I still have the same issue.

      note:

      I also reviewed other forums regarding 3d Mouse and I do not have that file working so it does not apply.

      AnandSri
      AnandSri
      Legend
      April 10, 2019

      Hey Jim,

      Thank you for sharing the details and sorry for the trouble, we have pushed updates of Acrobat and Reader DC in which the crash issue is addressed, please install the latest patch from the help menu>select check for updates.

      Reboot the machine after installing updates and check.

      You may also download and install the updates manually from DC Release Notes — Release Notes for Acrobat DC Products

      Let us know if you experience any issue.

      Thanks,

      Anand Sri.

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