Adobe Reader slow closing

[DJ37004828acld]

Good day,

I am experiencing an issue with some of the users that we do IT for where Adobe is slow in closing PDF's. The PDF's open correctly without any delay's or issues but when closing it takes about 30 seconds to close.

I have disabled all security settings, run a repair, re-installed Adobe reader (Both 64bit and 32bit).

Any advise on how to resolve this will be appreciated.

Thanks

[Abambo]

What is your OS and version? What is your Acrobat and version? Are the files that were opened local files or network files?

[DJ37004828acld]

Hi Abambo,

OS - Microsoft Windows 11 Home Single Language

Version - 10.0.22631

Adobe - Adobe Reader

Version - 2024.002.20687

The files that are being opened are local and from attachments on emails. Both are showing the same issue with the PDF opening correctly but takes about 10-20 sec to close

[Rowan37054777rmdp · Accepted solution]

I am having the same issue also. Win 11 Business v 23H2. Adobe Acrobat Reader, v 2024.002.20687, any ideas?

However just disabled 'New Adobe Reader and its opening/closing fine now

[DJ37004828acld]

Switching the users Adobe to the old interface seems to have done the trick

[Micky377848602ynz]

worked for me as well thnx

[cywk]

This was the fix for me as well. Nothing else helped.

[Alex370790912hpv]

Having the exact same problem with a number of users at my company.

What I know so far:
1. Adobe opens fine with no delays
2. Adobe takes time to close

3. If you open more than one document, you can close the 2nd, 3rd, 4th etc tab instantly, but the original tab will still take time to close.

4. If adobe is opened with no documents, it closes quickly.

5. Opening any PDF from any location cuases this problem.

5. For staff using multiple monitors - in my case 3 screens: We noticed the app closes quickly on one particular screen, but is slow on the other 2, not neccessarily their main screen, but its a strange bahviour.

I am also using version 2024.002.20687 so I assume this is a bug with this version.

Testing
I have tried installing an older version from here: Adobe - Install Adobe Acrobat Reader
And got Reader XI (11.0.08_en_US) installed.

Tested this and it opens and closes fine.

Lets hope they update 2024.002.20687 to fix this.

[DJ37004828acld]

We have had the exact same errors in Adobe with a few users. We have also had an issue with forms that have drop downs and tick boxes that cause the document to crash and removes most of the information.

But that has not been solved yet. Moving to an older version seems to be the best fix for that at the moment

[Amal.]

Hi there

Hope you are doing well.

Is this an issue with a particular PDF file or with all the PDFs? Please try with a different PDF file and check. If the file is stored on a shared network/drive please download it to your computer locally and then try again.
 
What is the version of the OS and the Acrobat DC you are using? To check the version go to Help > About Acrobat and make sure you have the recent version 24.02.20736 installed. Go to Help > Check for updates and reboot the computer once.

Also, collect the Crash/freeze logs https://adobe.ly/44wDEfz share them via any cloud storage. Just upload the log file to the cloud and generate the link and share that link with us for further investigation.
 
Regards
Amal

[Alex370790912hpv]

As per my comments in the thread, my colleagues and I are using
Adobe Acrobat - 2024.002.20687.
OS is Windows 11 Pro - 10.0.22631 build 22631
I will grab a log file and share it once I have done some further testing.

[Alex370790912hpv]

Adobe updated recently and I am now using 2024.002.20736.
However after opening at least one document and closing. It is STILL hanging before closing down.
If I close all the tabs and just have the "homescreen", I can close Adobe without any problems.
Here are some file dumps
AdobeDump

[StoopidMonkey]

@Amal. do you have any updates on this?

@Alex370790912hpv 

[Amal.]

Hi there

This issue is reported to our engineering team for review, we will share the update as soon as we get any information.

Thanks for your understanding.

~Amal

[DJ37500859bl33]

Hey Amal, are there any further updates on this issue? 

The thread has been closed as solved but I'm having this same issue on the normal (not "new") version of Adobe Reader. Windows 11 Pro - Adobe Acrobat (64 bit) v 24.002.20687

[Alex370790912hpv]

You might need to update to the latest version, which as the time of writing is

[StoopidMonkey]

Unfortunately we have the same problems on RDS servers with this version as well.

@Amal. 

[DJ37500859bl33]

This issue was with a user of ours - I can confirm that the "issue has resolved itself" 

In double checking the version the user has installed now, it's 24.2.20759, so it seems to have auto-updated which I suspect resolved the issue 🙂 

[Bartosz37316312jt98]

I've got the same issue, and similar OS configuration. Confirming that disabling "New Adobe Reader" solves the issue.

[John373503432zh6]

Same for me - at work and home.

Windows 10 pro.

Annoying when I want to just quickly check contents of PDF's...... like.... oops opened the wrong PDF..... close that.... ugh wait.....

Yes disabling "New Adobe Reader" resolved for me too. Thanks.

Is it something to do with the "AI Assistant?" Hmmmmmm

[DJ37004828acld]

If someone can tell me how to switch the AI Assistant off it would be great. We have hosted terminal servers that are struggling with memory usage because of that.

[Alex370790912hpv · Accepted solution]

According to google it says

• Close any open files.
• Navigate to Preferences > Generative AI.
• Deselect Enable generative AI features in Acrobat.
• Select OK.
• Restart the application.

[Alex370790912hpv]

Screen shot of where this options is, for those that dont know

Menu > Disable new Acrobat Reader

[Semon37470353x578]

Thank you @Alex370790912hpv this worked perfectly & thanks for the screenshot to see where it was under preferences. 

>>This needs to get pushed to the top of the "Solve" list.  No other post worked except this one!  Brilliant thanks again.

[Rashidi37475842bu63]

Thanks

Work for me to

Win 10 Pro

Adobe reader 2024.002.20759