Slow mouse Movement while using Adobe Acrobat Reader DC 17.009.20044 in Windows Server 2008 R2 Standard (Service Pack 1)

[Guest]

Hi Team,

We have recently upgraded from Adobe Reader X (10.0.1) to Adobe Acrobat Reader DC 17.009.20044 in all our servers.

After the upgrade we can see a performance lag while using PDF’s files.

The mouse movement is very slow while accessing PDF’s or while copying paste the content on the PDF’s. The mouse movement over the PDF file is also very slow and "dragging” mouse in DC 17.

The slow response are ONLY apparent when navigating within a pdf document i.e. copying, pasting , search, scrolling etc.

We have checked the system requirement for Adobe Acrobat Reader 17.009.20044 and our environment meet all the criteria.

We have Citrix XenApp 6.5 infrastructure and we are facing this performance issue while accessing PDF file directly or from within any other Application. However while trying to directly accessing (directly logging to the servers, not through Citrix Application center/XenApp) PDF file are still having slow mouse movement.

We have tried few solutions but none seems to work out.

1. We have put hidemenu.js file at C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\Javascripts location
2. We have followed few suggestions from Adobe site as well.

You may check under "Page Display" whether Enable Scrolling is selected or not? If not, then put a check there.

Launch application>View>Page Display>Enable Scrolling

Also, check Edit>Preferences>Page Display> Single Page/Single Page Continuous

     3. https://helpx.adobe.com/acrobat/kb/known-issues-acrobat-dc-reader.html

     4. https://helpx.adobe.com/acrobat/kb/slow-display-performance-terminal-server.html

Parallel we have install the Adobe Reader X1 (11.0.20) version and can see the mouse movement and performance is all fine in the environment with this version of Adobe.

we have tried to use Adobe Acrobat Reader DC 17.009.20044 setup.exe and customised installer using Adobe customization tool but in both the scenario the mouse movement is very slow.

Can you please help us to understand the problem and how to resolve this in Adobe Acrobat Reader DC 17.009.20044 or the slow movement with (black mouse pointer) is an expected behavior with comparison to older versions of Adobe reader product in Servers build.

[PHGU]

I have the exact same issue on the exact same version of Reader and XenApp running on Windows 2008R2 SP1.

Upgraded from Reader XI where everything is smooth as butter.

[Guest]

Hi PHGU

Have you got any solution for the problem ?

[Guest]

Hi,

Can anyone from Adobe support team can provide any suggestion on the above mentioned problem.