Adobe reader pdf files open very slow or go crashed with an error message

[stefan24006536iu0f]

While opening pdf files either from locally saved or from SharePoint, it takes lot of time to open (up to 5 minutes) or it doesn’t open at all and goes crashed as mentioned below.

As a troubleshooting we have tried with adobe reader DC upgrade from v21.011.20039 to 22.001.20085(latest version), tried with uninstalling the recently installed windows patches. Even then the issue is still existing.

[Amal.]

Hi Stefan

Hope you are doing well and sorry for the trouble. As described you are getting the error 507:507

This error means that Another Adobe Reader is running in the background. Please close the application and reboot the computer once and then try to open the PDF file and check.

You may also try to turn off the protected mode at startup (Windows Only) Go to Edit > Preferences > Uncheck 'Enable protected mode at startup' > Click OK and reboot the computer once.

You may also look at the similar discussion https://community.adobe.com/t5/acrobat-reader/what-to-do-about-error-message-507-507/m-p/7483788/thr...

Regards

Amal

[stefan24006536iu0f]

Hi Amal,

Is there any alternative we can try without disabling this security feature? (disabling it consistently resolves the problem, but we have a lot of  users who don't have the problem)

Is there anything we can do to understand what the real cause of the problem is?

is this behaviour happening because there's always already an instance open?  (we don't always get that popup, sometimes it just takes a few minutes and then opens)

kind regards

[Amal.]

Hi there

We are sorry to hear that. As the issue gets resolved by disabling the protected mode, please go through the help page https://helpx.adobe.com/acrobat/kb/protected-mode-troubleshooting-reader.html

Also update the application to the recent version 22.1.20117 (Win), 22.1.20112 (Mac) Go to Help > Check for updates and reboot the computer once.

Regards

Amal

[stefan24006536iu0f]

Hi,

we're using microsoft defender as antivirus which is not in the page you referred.

also, other devices which don't have the issue, have the same defender and settings applied to them

the problem is the same with the latest version

anything else we can try?

kind regards

[Amal.]

Hi there,

Would you mind collecting the Adobe Crash logs https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html , Adobe CC logs  https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html and procmon logs https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html  and share them via document cloud as described here https://acrobat.adobe.com/link/home/  for further investigation.

Regards

Amal