Acrobat doesn't load profile, then crashes on opening files

[FieryPantone]

From careful observation, I conclude that if I don't see a coloured profile icon top right then Acrobat is not going to behave: hangs / crashes / won't open files.

Question: what is (or should be) going on behind the scenes to access my profile?

[Eric Dumas]

Can you confirm the exact version of the software and operating system you are using?

Can you include a screenshot to illustrate your issue.

Did it work ok before and you have updated or installed anything recently that could explain the new behavior

[FieryPantone]

Thanks for the quick reply, Eric – Windows 7.0 (with corporate patches/continued support), Acrobat Pro DC 2020.012.20048. Can't include a screenshot, as Acrobat is now behaving correctly! but I have noticed a few times that when there is no coloured pie-chart top right for the profile link, Acrobat is probably going to hang when I try to open a document.

[Eric Dumas]

I think it is an issue with Acrobat login in your account. I don't know if it is a broadband issue or an Acrobat issue.

I suggest you access your profile settings and change the picture or similar detail to update your profile and maybe it will help refreshing your connection. A bit of a shot in the dark, I'm afraid.