Adobe Reader Dc hangs on startup

New Here ,
Nov 06, 2020

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After starting Reader hangs even not to open anything. Opening a document with Acrobat Reader DC is the default program, it can open flawlessly. Who knows why, it probably accesses the network, or tries to do something smart, which results in the user being unable to start up the program.

 

 

 

Account Detail:
User Rights: Admin
User Account Control: Limited
Process Integrity: Low
Profile Type: None
Acrobat Detail:
Sandboxing: On
Protected View: Off
Captive Reader: No
Multi-Reader on Desktop Support: Off
Available Physical Memory: 3031052 KB
Available Virtual Memory: 3723984 KB
BIOS Version: HUAWEI - 2
Default Browser: C:\Program Files\Internet Explorer\iexplore.exe
Version: 11.00.19041.1 (WinBuild.160101.0800)
Creation Date: 2019/12/07
Creation Time: 4:50:20 PM
Default Mail:
Display Detail:
Screen Width: 1920
Screen Height: 1080
Number of Monitors: 1
Number of Mouse Buttons: 16
Has Mouse Wheel: Yes
Has Pen Windows: No
Double Byte Character Set: No
Has Input Method Editor: Yes
Inside Screen Reader: No
Graphics Card:
Version: 0.0.0.0
Check: Not Supported
Installed Acrobat:
Installed Acrobat: C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AcroRd32.exe
Version: 20.13.20064.405839
Creation Date: 2020/10/23
Creation Time: 5:42:24 AM
Locale: English (United States)
Monitor:
Name: AMD Radeon(TM) Vega 8 Graphics
Resolution: 1920 x 1080 x 60
Bits per pixel: 32
OS Manufacturer: Microsoft Corporation
OS Name: Microsoft Windows 10
OS Version: 10.0.19041
Page File Space: 4194303 KB
Processor: AMD64 Family 23 Model 24 Stepping 1 AuthenticAMD ~2096 Mhz
Session Detail:
Boot Type: Normal
Is Shutting Down: No
Network: Available
Inside Citrix: No
Inside VMWare: No
Remote Session: No
Remote Control: No
Using JAWS: No
Using ZoomText: No
Using Windows-Eyes: No
Using NVDA: No
System Name: CHIENLAPTOP
Temporary Directory: C:\Users\NGUYEN~1\AppData\Local\Temp\acrord32_sbx\
Time Zone: SE Asia Standard Time
Total Physical Memory: 4194303 KB
Total Virtual Memory: 4194176 KB
User Name: www.hocthue.net
Windows Detail:
Tablet PC: No
Starter Edition: No
Media Center Edition: No
Slow Machine: No
Windows Directory: C:\Windows

TOPICS
Crash or freeze, General troubleshooting

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Adobe Employee ,
Nov 09, 2020

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Hi!

 

Thank you for reaching out and sorry for the trouble. 

 

As the application hangs on the launch, please try the troubleshooting steps as suggested here: https://helpx.adobe.com/x-productkb/global/troubleshoot-system-errors-freezes-windows.html 

If the issue still occurs, please try removing the application using the cleaner tool (https://labs.adobe.com/downloads/acrobatcleaner.html) and reboot the machine.

Then re-install the application from this link: https://get.adobe.com/reader/enterprise/ 

 

If the above steps do not help, please collect the process dumps using Acrobat and Reader Process monitor tool (https://labs.adobe.com/downloads/acrobatmonitor.html) and share those dumps with us.

 

 

Let us know how it goes.

 

Thanks,

Meenakshi

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Adobe Employee ,
Nov 09, 2020

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Hi,

 

Could you pls. provide us with process dumps / procmon logs created during the hang to investigate more on the issue?

 

Thanks,

Vinod

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New Here ,
Nov 13, 2020

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This is also happening on my end, never have happened again.

Running a Windows 7 Professional x64 and hardly ever use it.

 

I'm thinking something with latest version as Windows 7 doesn't get any updates that could conflict with it, without ESU.

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Adobe Employee ,
Nov 15, 2020

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Hi @Elad6C29,

 

Could you pls. provide the process dumps. You can follow the steps as mentioned in the document to get the logs.

https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html#CollectingprocessdumpswhenAcrobatR...

 

Thanks,

Vinod

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Elad6C29 LATEST
New Here ,
Nov 15, 2020

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Hi Vinod,

 

I have already founda solution for my issue layed down below..

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New Here ,
Nov 13, 2020

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Issue resolved by the following steps, as i expected it has something to do with the login in the application.

If you are not using the login option, you will probably not suffer from this issue.

 

Open any document (as the thread starter stated, opening a document works fine but opening the program itself individually hangs), you can open the default one in the following path:

 

C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\1494870C-9912-C184-4CC9-B401-A53F4D8DE290.pdf

 

Sign out form login.

Re-login.

Close the application

Try to re-open without any document, just individual application start.

 

Hopefully this remains stable over time.

 

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