Freeze for 8 seconds

[lorenzotiby]

Dear, when I open Acrobat Reader after few seconds it freezes for about 8 seconds and after it works well. But it is really boaring, because I have to wait always 8 seconds to work.

How can I fix it?

Thanks

Lorenzo

[rupa_jannela]

Hi lorenzotiby,

Can you share the following information for us to help you better.

• Version of Reader and OS
• Are you signed in to reader
• Go to Edit-> Preferences -> Security (Enhanced) and check if "Run in AppContainer" is enabled or disabled
• When Reader freezes take dump of the process. Go to task manager; right click on AcroRd32.exe and click on create dump file. You can share the file via dropbox|googe drive or any shared location. Make sure you take the dump when Reader freezes.

Regards,

Rupa

[lorenzotiby]

Dear Rupa,

thanks for your fast answer!

• version 2019.010.20091
• no, I'm not signed
• "Run in AppContainer" is disable
• Dropbox - AcroRd32.DMP

Regards

Tiby

[rupa_jannela]

Hi Tiby,

Thank you for your prompt reply. Our team will get back to you as soon as we analyze the dump.

Regards,

Rupa

[rupa_jannela]

Hi Tiby,

We are investigating the issue at our end. Meanwhile can you also please provide AcroMon logs for the issue.

Download the tool from the given link: Download Acrobat and Reader Process Monitor Tool - Adobe Labs

Install and follow the instructions given on the link. Please share the logs with us on a shared drive|dropbox.

Thanks & Regards,

Rupa

[lorenzotiby]

Dear,

I tried to use it, but it is not able to start the Reader. So I have started the monitor and after the reader.

Dropbox - AcroMon.zip

You can try to see this DMP.

Thanks

Tiby

[rupa_jannela]

Hi Tiby,

We would be needing procmon logs to furthur narrow down the issue. Can you please share them with us. Download Procmon from https://docs.microsoft.com/en-us/sysinternals/downloads/procmon​ , launch procmon.exe.

Set the below filter in procmon (optional )

Perform the required steps/ workflow when Reader freezes and save the logs in the end.

Regards,

Rupa