Acrobat Reader DC - Hangs and stay stuck at 25% CPU usage Win 2012 R2

New Here ,
Feb 16, 2021 Feb 16, 2021

Copy link to clipboard

Copied

Hi everyone,

 

We are currently experiencing some strange behavior with Adobe Reader DC (Version 21.001.20138).

The software is installed on a windows 2012 R2, All the windows update are up to date.

This server is one of many, our users connect to it via remoteapp to use our ERP software.

From the ERP software, the user will request a document or report, Acrobat would then show the report to the user.

 

When a user request a document or a report, the PDF would appear as normal but then the window just becomes unresponsive.

We tried with small document and some 20 + pages aswell.

It's not the usual "not responding" but literally cannot click on minimize or close. We have to go through Task Manager to end the task. Since this is installed on a server, the user cannot go into task manager because acrobat is ran from the server.

 

When the task is 'stuck', it also stays are 25% CPU usage until we go in task manager and end the task.

Make that a couple of users and the server is stuck at 99-100% cpu usage.

It seems that it cannot close by itself or timeout.

It stays there until we go into the server, open task manager and then end the task.

 

I couldnt find anything in event viewer relating to adobe.

We have tried to repair the installation, it didnt worked.

We have restarted our ERP system thinking it might be related but it didnt worked.

We have removed everything from the user appdata folder, didnt worked.

 

Has anyone else seen this issue before ?

I tried to search for this issue but cannot find a specific case that looks like ours. especially the non-responsiveness and the high cpu usage stuck at 25%.

 

Any help would be greatly appreciated.

 

Thank you.

 

 

TOPICS
Crash or freeze, General troubleshooting

Views

92

Likes

translate

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Employee ,
Feb 17, 2021 Feb 17, 2021

Copy link to clipboard

Copied

Hi Yoann5F87,

 

Sorry for the inconvenience.  Can you please share the following details so that we can investigate it further: 

  1. Process dumps when the program is unresponsive. Please refer https://helpx.adobe.com/in/acrobat/kb/collect-logs-crash-freeze.html  for steps on collecting the process dumps. 
  2. ProcMon logs capturing the workflow from launch till program becomes unresponsive. 

 

Regards,

Rohit

Likes

translate

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
New Here ,
Feb 17, 2021 Feb 17, 2021

Copy link to clipboard

Copied

Hi Rohit,

Thank you for replying.

 

I have created the dump files and are currently being uploaded to Adobe Cloud documents.

Im  unclear on the procmon logs, what would be the best steps to gather the logs ?

 

Thanks.

Likes

translate

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Employee ,
Feb 21, 2021 Feb 21, 2021

Copy link to clipboard

Copied

Hi Yoann5F87,

Please follow the steps mentioned at https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html

to capture process monitor logs.

Please share the logs with us for investigation.

 

Regards,

Rohit

Likes

translate

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines