Latest Adobe Reader 2019.008.20074 update freezing

[markd9939]

We have instances of upwards of 30 corporate Windows 10 & 7 users experiencing freezing when opening PDF's. We've tried all available fixes but have had to revert back to DC1801120035 and disable automatic updates in the services. Please get a fix out promptly to correct this flaw.

[AnandSri]

Hello Markd,

We're sorry for the trouble you had with Adobe Reader DC, Is Adobe Reader freezes while opening all the PDF files or with specific PDf file?

Remove Adobe Reader using the Acrobat cleaner tool once Download Adobe Reader and Acrobat Cleaner Tool - Adobe Labs

Reboot the machine and create a test user profile with full admin rights and install Adobe Reader version 19.008.20071 from Adobe - Adobe Acrobat Reader DC Distribution

Then install the latest patch 19.008.20074 from help>check for updates and see if the issue still persists.

Let us know how it goes and share your observation.

Thanks,

Anand Sri.

[markd9939]

It freezes while opening ALL PDF files. This is a live corporate production environment. We have uninstalled and reinstalled as administrators with no effect on the freezing issue. NONE of our users have admin rights and none of them will. This is obviously an issue with your latest update s everything was working fine prior to 20071 and 20074. Please escalate this issue to your engineers as we aren't the only ones with this issue.

[AnandSri]

Hello Markd,

Thank you for sharing the details and sorry for the trouble you had. Would you mind sharing log files of the machine on which Adobe Reader is crashing?

I have shared the link of the log collector tool by private message, please share the logs in the private message, so that I can share and report the same to the Engineering team.

Thanks for your time and patience thus far.

Regards,

Anand Sri.

[markd9939]

When I removed everything and reinstalled only 20071 was available from website. I started it up and it froze for about 20 seconds then recovered. I'll send the logs by private message.

[sojige]

We are still facing problem with adobe reader DC on version 2019.008.20074, its frequently hanging but not crashing as previous version (2019.008.20071).

I did sent 2 emails to Ayush Jain as i got the mail id from the previous version issue forum, but no reply from him.

[Ayush__Jain]

Hi,

Sorry for the issue that you are facing here.

Somehow i haven't got any mail from you in my mailbox.

Could you please share those details and the crash dump again at ajain@adobe.com.

Also please mention the Email id with which you'll share that details so that easy for us to track it down.

-Ayush Jain

[rudolfb24633135]

Good Morning,

I'm the head of our IT-Department.

In our Company we are facing same issues with Version 2019.008.20074 in pro and standard version with about 700+ clients. Sometimes it's just hanging other times it freezes and you have to delete the task in task manager. There's no error code..

We found out that one plugin (ia32.api) is causing the problem. We think that this plugin tries to access internet. If we disable the plugin the error does not exist but then you can't print or comment the pdf-file.

In a process monitor you can see that Adobe Reader process tries to connect to amazon web services.. Policies in our company dont allow to communicate to cloud services.

We really need a solution here!

[Ayush__Jain]

Hi,

Also, Since you don’t want access to Cloud services, Can you please try disabling it via - https://www.adobe.com/devnet-docs/acrobatetk/tools/Wizard/WizardDC/online.html - and see if it fixes the problem.

-Ayush

[BLKITSUPPORT]

This isn't a fix or an option for multiple computers/users in these environments. We want a fix. Now.

[rudolfb24633135]

The newer version (2019.008.20080; update for Adobe Reader) is fixing our problem..

Just the pro versions are still facing the issues.

Will there be an udpate too?

We have set the registry key "bToggleAdobeDocumentServices" for one client this seems to work.

But as BLKITSUPPORT says this isn't a solution for multiple computers/users.

[BLKITSUPPORT]

Can confirm. New update fixes the free versions but Pro versions are still affected.

[rudolfb24633135]

Any news on here ?

[BLKITSUPPORT]

We're having the same issue. 50+ computers and many irate users that can barely view a PDF.

[sojige]

I sent a private message with the location and login info for crash dump. Please escalate this issue to the developers as the new version is also having issue.

OS - Windows 10 Enterprise 64 bit  

[lenseffect]

same here

[nicolasb95133807]

Good Morning,

I am having the same issue with adobe freezing. is there a solution yet?

[johnm10690687]

Good Morning,

I am having the same issue. Adobe Reader freezes when scrolling through all PDF files. Some of our users use the fill and sign method as well. This feature freezes the application as well for a good 10-20 seconds before being able to proceed. I ended up having to backdate to relieve the problem. Is there a patch being created to resolve this issue?

[Ayush__Jain]

Hi ,

Sorry for the issue that you are facing while using Adobe Acrobat/Reader.

I would request you to kindly share the Crash dumps when Reader Crashes for you.

Here is how you can collect the crash dump :

When Reader Crashes (If you get this error message "Adobe Reader has stopped working") , Can you please share with us the Crash Logs .

For Getting the Crash Logs:

a.      When Acrobat Reader Crashes , Open Windows Task Manager

b.      -> Got To Processes, There you can see a process "Adobe Acrobat Reader DC" / AcroRd32.exe

c.      Right Click on this process and click "Create Dump File"

d.      Dump file will be created in the Temp folder of user (as specified on the dialog you get after creating dump files).

e.      Save this DMP file on any Cloud Storage and Share the link for that with us on mail at ajain@adobe.com

For Mac:

When Application crashes for you, Share the "Crash Report" that appears in the Dialog once application crashes for you.

We will try to analyze your issue on priority once you share this information with us.

Thanks,

Ayush Jain

[JvZ-WHL8Qu]

Same here with i believe 2019.008.20080. Have asked the user to create some dumps and share it with me. Will share them with Adobe after.