Freezing when highlighting PDFs

[Guest]

We are having issues highlighting scanned documents, more specifically documents that Adobe does not recognize as text. When freehanding after several marks, the application freezes and becomes unresponsive causing us to close out of the document.

I have the fully updated version of Adobe Acrobat DC and I also have tried to repair the install. We have tested this on multiple machines with multiple documents and the results are the same. This occurs on scanned documents as well as documents that aren't scanned.

I am running this on a Windows 7 machine running ver. 15.016.20045

[Adorobat]

Hi jpio123,

Please perform the below mentioned steps:

1-Check if there is any updates available for Acrobat , Open Acrobat>Help>Check for Updates.

If there is an update available , download and install it,restart the Computer ,then try to Highlight the documents.

2-Try to reset Preferences ,for that please visit this lin k: How to reset Preference settings in Acrobat.

3-If resetting preferences doesn't fix the issue , please visit this link :Troubleshoot Windows system errors, freezes | Adobe software

Let us know about the results.

Thank You!

Shivam

[Guest]

I tried all your suggestions and continue to have the same issues.

Please let me know what else we can try.

[Adorobat]

Hi jpio123,

Have you updated Acrobat DC to the latest release which is 15.017.20050?

Try to check if there is any update available for Acrobat DC , Open Acrobat>Help>Check for Updates...

Let us know if you face any issue.

Thank You!

Shivam

[Guest]

It is currently up to date and the issue persists.

[Adorobat]

Hi ,

Try to delete temporary file from the Computer. Press Windows+R key on your keyboard>type temp>hit enter>select all the contents of the temp folder and delete them, now type %temp% in the run dialogue box again and hit enter>delete all the contents in this folder as well.

Then restart the Computer and try to highlight pdf and let us know if its working okay

[Guest]

Repair install and deleting temp files did not help. Continues to freeze after several lines of highlighting

[Adorobat]

If you don't mind could you share one of file with us so that we can check this at our end?

[Guest]

Message has been sent via email provided to me in PM

[Adorobat]

Hi,

Please contact Support here : Contact Customer Care  .Click Still need help?Contact us

[danielj77911336]

I went through and followed all of these steps and I still have the exact same issue where my entire system freezes when I try to highlight. This link for contacting customer care is NOT USEFUL because it keeps telling me that phone support is not available for this issue and instead leads me back to this forum which clearly hasn't helped. Adobe support is seriously letting me down.

[Adorobat]

Hi danielj77911336

Would you let me know the version of Acrobat DC installed on your computer?

Launch Acrobat>navigate to Help menu>About Adobe Acrobat DC

Which operating system do you have?

Have you tried highlighting other pdfs to check if this is not related to a specific pdf.

[danielj77911336]

A new update was just released and it seems to have fixed the issue. Thank you for the response. I will respond if the issue comes back.

[Adorobat]

You're Welcome

[danielj77911336]

Hi there,

The freezing had stopped for about a week and a half , however, I just opened a new PDF, attempted to highlight, and the program completely froze again- this time freezing my entire computer. I closed everything down and restarted everything, tried again, and the same thing happened. I just checked for updates and there are none. I am running Adobe Acrobat DC (15.006.30244). Why does this keep happening and how do I fix it? I don't want to have to switch to a different document reading software but I might have to if this keeps occurring.