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Adobe Acrobat Reader DC becomes unresponsive when launching and closing files

New Here ,
Oct 10, 2019

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Adobe Acrobat Reader DC 19.012.20034

Windows 10 

Issue initially occurred a couple months ago after opening a specific PDF file which caused (I assume) the appdata files to become corrupted. Uninstalling Adobe Reader and clearing out Appdata/Program Files (x86) folders and reinstalling resolved the issue. Have not been able to narrow down if it's a specific PDF that's causing issues again, but reinstalling and clearing appdata did not resolve the issue this time.

- Opening just Adobe Reader was not too slow, but when opening a recent PDFs it freezes for a couple seconds

- No issues on other computers with the same version and opening same PDFs

- No issues opening PDFs on the same computer with a different windows profile

- Accessing files on the network and on local C: drive made no difference

- Switched user to a new computer and the issue carried over (assuming because of the old PDF)

 

Unsure of what caused the slowness this time around, but the previous fix doesn't work anymore.

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Crash or freeze, General troubleshooting, Windows

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Adobe Acrobat Reader DC becomes unresponsive when launching and closing files

New Here ,
Oct 10, 2019

Copy link to clipboard

Copied

Adobe Acrobat Reader DC 19.012.20034

Windows 10 

Issue initially occurred a couple months ago after opening a specific PDF file which caused (I assume) the appdata files to become corrupted. Uninstalling Adobe Reader and clearing out Appdata/Program Files (x86) folders and reinstalling resolved the issue. Have not been able to narrow down if it's a specific PDF that's causing issues again, but reinstalling and clearing appdata did not resolve the issue this time.

- Opening just Adobe Reader was not too slow, but when opening a recent PDFs it freezes for a couple seconds

- No issues on other computers with the same version and opening same PDFs

- No issues opening PDFs on the same computer with a different windows profile

- Accessing files on the network and on local C: drive made no difference

- Switched user to a new computer and the issue carried over (assuming because of the old PDF)

 

Unsure of what caused the slowness this time around, but the previous fix doesn't work anymore.

Topics

Crash or freeze, General troubleshooting, Windows

Views

54

Likes

Translate

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Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Akki_24 LATEST
Adobe Employee ,
Oct 11, 2019

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Hey there!

 

Thank you for sharing the detailed description. We appreciate it!

As shared, same computer with different user profile no issue observed. but same user on different computer continue to the same issue.

This means, there's some issue with the pdf file you are working on. Try the following steps and see if that makes any difference-

1- I see you have Adobe Reader version 19.012.20034. However, the latest version of Reader DC is 19.012.20040. You should install the latest patch: https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/index.html 

No issues on other computers with the same version and opening same PDFs

May be on other computer you have latest version installed. 

Switched user to a new computer and the issue carried over (assuming because of the old PDF)

If its a file that's causing trouble, then you should probably check with a different one.

 

2- Navigate to Reader>Edit>Preferences>Security (Enhanced)>disable "Protected Mode at Startup" and "Enhanced Security">OK>Reboot Reader

Note: Changing the above security settings could pose security risks. We suggest you to turn it back On once you are done with testing.

 

 

Let us know the result.

 

Thanks,

Akanchha 

 

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