Occasional Grey Screen when attempting to open PDF in Adobat Reader DC

[Roeland28869421tm6f]

In our organization we're having two problems with regards to PDF's. We're using Acrobat Reader DC 2022. The main problem is, that when endusers try to open a PDF, during the day over time it takes increasingly more time to open a PDF. The first few PDF's open relatively quickly, but the PDF's load more slowly, up to the point that when trying to open a PDF, all the user gets is a grey screen and the PDF never opens. The strange part is that the problem is not consistent and we are not able to reproduce the problem - I've opened hundreds of PDF's, but I have not seen the problem. We have confirmed that the problem occurs, by observing one of our endusers.

The second problem is relatively minor: it takes a few seconds (+/- 8-12 seconds) for the first PDF to start, but this can be solved by opening and closing Adobe Reader in the background. It is not clear if the two problems are related.

Are there others that have observed this issue and if so, were you able to find a solution? Thanks in advance!

[S. S]

Hi @Roeland28869421tm6f,

Hope you are doing well. Sorry for your experience with Acrobat Reader and the delayed response.

Would you mind trying to uncheck the option? Go to Preferences-> Page Display-> disable the option Use Page Cache (screenshot attached for reference).

If this does not help, I suggest resetting the preferences of the application to default: How to reset Acrobat Preference settings to defaul

Also, we suggest updating the application to the latest version (go to Help-> Check for updates)

Let us know if this helps.

-Souvik