App Starts Loading Forever After I Click 'Appy Redactions'

[Jonathan28850622ux4z]

My app perpetually loads after I attempt to apply redactions. I have closed the app and opened it in the task manager, I have signed out and signed in, I have reinstalled the app and I have restarted my laptop. 

But I am still stuck here after I click 'Apply':

[CharuKarwa]

Hi,

Thanks for reporting the issue. I would like to collect some information before can help you with the issue.

• OS version
• Acrobat version
• Does other views like Your files, Your Computer, Save As Dialog etc. are working as expected? can you share snapshot for few of them
• If still observing blank view, go to Task Manager
  • check whether a process named "AcroCEF" is running or not?
  • check if there is read access to WebResources folder, path: C:\ProgramFiles\<product installation path>\WebResources)
  • If AcroCEF.exe is running, is it in a hanged state, if hanged
    • right-click on the process and create the dump file and share with us
  • Check if AcroCEF.exe is crashing [Go to task manager observe PID of AcroCEF processes, it changes]
    • Enable the Windows crash reporting WER feature. Steps to enable crash dump creation: Collecting User-Mode Dumps (Windows) and share dump with us

Thanks,

Charu Karwa

Adobe Acrobat Team

[Jonathan28850622ux4z]

Hi, Charu 'Acro CEF' is running please find the dump file attached. For some reason, I have multiple 'Acro CEF' processes running.

Please use the following link to download the .DMP file since it is not supported on the Adobe Support website: https://we.tl/t-Cvj5s8h8qA

Thanks,

Jonathan

[CharuKarwa]

Hi,

Thanks for sharing the dump file here, seeing multiple CEF processes is expected, nothing to worry there.

I have shared the dump file with the team, while we are getting them analysed I request you to answer other queries that I have asked, repeating again:

• OS version
• Acrobat version
• Does other views like Your files, Your Computer, Save As Dialog etc. are working as expected? can you share snapshot for few of them

Thanks,

Charu Karwa

Adobe Acrobat Team

[Jonathan28850622ux4z]

Hi again,

Yes, the save dialog is working as usual. 

[CharuKarwa]

Hi,

Dump file you shared does not have much information, can you share process monitor logs instead, please refer to https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html to generate logs.
Also, please share:

• OS version
• Acrobat version
• Switch to Home, in left rail, switch to Your Computer, if that is loading fine, snapshot appreciated.

Thanks,

Charu Karwa

[Jonathan28850622ux4z]

Hi, please find the requested documents in the following we-transfer link: https://we.tl/t-hAUYcU34q0

If this could please be fixed as soon as possible, I would greatly appreciate it.

Thanks,

Jonathan