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henrie_8913
Participating Frequently
October 6, 2025
Answered

Bug report: Adobe Reader freezes after canceling password entry

  • October 6, 2025
  • 1 reply
  • 1733 views

When I want to open a secure PDF, I am first prompted to enter the password. Since I do not know the password, I click cancel and the Reader closes.

The problem is that after doing this, I can only open a different (not protected) PDF again after removing the old Reader from Task Manager. 

It seems that Adobe Reader remains stuck after clicking cancel in the password screen.

    Correct answer AnandSri

    I have exactly the same issue. And the workaround is to Endtask in the task manager. Looking forward to seeing the bug fixing solution 🙏🙏🙏


    Hello!

     

    I hope you are doing well. The issue has been addressed with the latest release of Acrobat: 25.001.20813 Planned update, Oct 17, 2025. Check for any pending updates by navigating to Menu > Help> Check for Updates. Install the updates, restart the app and the machine, and try again.

     

    Let us know if you experience any issues.

    Thanks,

    Anand Sri.

    1 reply

    creative explorer
    Community Expert
    creative explorerCommunity Expert
    Community Expert
    October 6, 2025

    @henrie_8913 The process remains active in your Task Manager, preventing a new instance of Reader from launching correctly until you manually end the task. Instead of clicking "Cancel," try closing the PDF window itself using the standard 'X' button in the corner of the application window. This sometimes allows the application to close the process cleanly.

    m
    E
    EdgarTeoh
    Participating Frequently
    October 8, 2025

    I got the same problem, but using 'X' button is not working for me.

    AnandSri
    Community Manager
    AnandSriCommunity Manager
    Community Manager
    October 8, 2025

    Hello @EdgarTeoh, and @henrie_8913

     

    I hope you are doing well, and thank you for reaching out.

     

    Please ensure you have the latest version of Acrobat installed on the machine: 25.001.20756 Planned update, Oct 01, 2025. Check for any pending updates by navigating to Menu > Help> Check for Updates. Install the updates, restart the app and the machine, and try again.

     

    Disable Protected Mode (Temporary Test): Navigate to Menu > Preferences > Security (Enhanced). Uncheck “Enable Protected Mode at startup”. Restart Acrobat Reader. Please enable the security settings after the test.  

     

    If the issue continues, please provide the following information: the current version of the operating system on your device and the logs from the affected machine. To collect the logs, download and run the Log Collector tool. Ensure that you select all log options and attempt to reproduce the issue. After that, close the Log Collector tool; it will generate the logs along with a log ID. Please share this log ID with us for further investigation.

     

    Thanks,

    Anand Sri.

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