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App Starts Loading Forever After I Click 'Appy Redactions'

New Here ,
Mar 13, 2023 Mar 13, 2023

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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':

Stuck.png

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Crash or freeze , General troubleshooting

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Adobe Employee ,
Mar 14, 2023 Mar 14, 2023

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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]

Thanks,

Charu Karwa

Adobe Acrobat Team

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New Here ,
Mar 17, 2023 Mar 17, 2023

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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

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Adobe Employee ,
Mar 20, 2023 Mar 20, 2023

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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

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New Here ,
Mar 20, 2023 Mar 20, 2023

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Hi again,

 

Yes, the save dialog is working as usual. 

 

 

Screenshot 2023-03-20 084557.png

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Adobe Employee ,
Mar 22, 2023 Mar 22, 2023

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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

 

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New Here ,
Apr 03, 2023 Apr 03, 2023

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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 

 

Jonathan28850622ux4z_0-1680511239162.pngJonathan28850622ux4z_1-1680511273175.pngJonathan28850622ux4z_2-1680511290924.png

 

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