Adobe Acrobat Pro DC freezes for several seconds after opening a PDF - Windows 10

Community Beginner ,
Feb 22, 2019 Feb 22, 2019

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Hi Adobe Community,

Anyone have an issue with Adobe Acrobat Pro DC freezing for several seconds after opening a PDF on Windows 10. I tried uninstalling and installing as well and changing a few settings I saw suggested online like reducing the number of documents listed in the history. This problem just started today after having no issues for a long time. I didn't download, install, or update anything today.

Thanks!

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correct answers 1 Correct Answer

Adobe Employee , Jul 31, 2019 Jul 31, 2019
Hi all, Sorry for the experience and thank you for bringing this to our notice. We appreciate your patience on this.I would like to mention deleting Acrocef.exe is not an Adobe’s recommended solution or a workaround for this issue. Deleting the process might lead to malfunction of the various features of the product associated with the process. That being said, we are currently tracking this issue and will keep you posted.  You may help us further by providing logs from your machine to investiga...

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New Here ,
Feb 26, 2019 Feb 26, 2019

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I'm having the same issue! Any luck figuring this out?

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Adobe Employee ,
Feb 27, 2019 Feb 27, 2019

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Hi All,

Sorry to hear about the trouble.

Are you experiencing this issue after installing the latest patch 2019.010.20098? You may confirm whether you have got the Acrobat up to date or not. Open Acrobat>Help>About Acrobat.

DC Release Notes — Release Notes for Acrobat DC Products

Refer to the all troubleshooting steps suggested in help article here: Resolve Acrobat DC intermittent crashes on Windows  and let us know the result.

Check with a different PDF and see if that causes the same problem.

Regards,

Akanchha

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New Here ,
Feb 27, 2019 Feb 27, 2019

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I am experiencing the same issue where Adobe Acrobat Pro DC freezes up for a few seconds when I open a PDF.  I just verified that I have the most current patch installed (19.010.20098).  It is almost like the application is checking on something or trying to update or something. 

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New Here ,
Feb 28, 2019 Feb 28, 2019

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The same for me - it freezes for a few seconds when starting. After a while it begins to work normally and there is no problem when opening other documents. After restarting Acrobat the situation is repeated. Latest update installed.

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Community Beginner ,
Mar 14, 2019 Mar 14, 2019

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Thanks Adobe,

I've following all of those instructions. I had the latest version of Acrobat, I already had those settings, and my product was activated. Acrobat is not crashing but freezing. Although some times it freezes so long I will get the pop-up asking if I want to wait or close Acrobat. When I first open Acrobat the icon in the top right where your account sign in is gray before I'm signed in and the notifications bell is also gray and during that whole time Acrobat is frozen. Only after I'm signed in and the notifications bell lights up will Acrobat become responsive. It looks like the hang up is coming during trying to connect to Adobe server to retrieve information. Is there a way to go into "offline" mode to avoid this hang up? I am on a subscription for Acrobat. I hope this gets addressed soon because it's super annoying and a ridiculous bug for such a huge company and an expensive product. I will 100% be canceling my subscription if it's not fixed. I am at work in a large company on a fiber connection where each employee has a constant 100 up and 100 down including myself. I also have the same issue at home with top tier cable connection.

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Explorer ,
Apr 12, 2019 Apr 12, 2019

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Our IT set up our systems to always auto-update.

But Adobe, of late is always looping on me and it's getting to be such a pain doing anything.

The time I waste waiting on it is beginning to get on my nerves. If I had an alternate that worked better I'd shut this down in a heartbeat.

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New Here ,
Dec 10, 2019 Dec 10, 2019

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Hmmm...didn't improve mine a bit. 30 seconds of freeze – when opening Acrobat DC and when quitting it.

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Adobe Community Professional ,
Dec 10, 2019 Dec 10, 2019

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Hi,

 

If you are not using the Creative Cloud service to collaborate with other Adobe products, Try to compare Acrobat's behavior when you disable the Creative Cloud Desktop app or by removing it completely.

 

You should be able to see better performance right away.

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New Here ,
Mar 01, 2019 Mar 01, 2019

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I work for a business who has several users that have seen this problem start in the past week or so on their devices. We have ran through the list of steps to take inside of the "Resolve Acrobat DC intermittent crashes on Windows" article and then some. I have been unable to send a crash report though, because the program does not technically crash and bring up the Windows Error Reporting dialog box. Instead it freezes for a time then will function again for a short period before freezing again. The timing of this issue seems to be suspiciously close to when the last Adobe Acrobat update was applied to the system. Please advise on the next steps to take to troubleshoot this very disruptive problem.

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New Here ,
Mar 02, 2019 Mar 02, 2019

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I have this problem too. It appears to me that Acrobat is signing into my online account which causes the program to hang. When I first open a file the circular icon at the top right hand corner is white and then turns blue signalling that I have signed into my account. This is when the hang time occurs. If I open a file and start scrolling immediately the sign activity does not occur until I stop scrolling. Interested to know if this is what others are experiencing or is something different altogether.

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New Here ,
Mar 07, 2019 Mar 07, 2019

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I too have this same problem. When I open a PDF document, the program stalls for sometimes up to a minute before allowing me to scroll through the pages or move the window on my screen. I noticed someone else complaining of delays associated with the blue account icon in the upper right portion of the window. My thoughts are, these two are unrelated. I am not a programmer and do not claim to know the internal workings of the Adobe program.

First: The stalling or freezing when documents are opened. I found that if I disable signature verification, my PDFs no longer freeze.

Click on the blue icon in the upper right portion of the window.

Click on preferences. Scroll down to Signatures. Find the section for "Verification, Control how and when signatures are verified". Click on the "More" button. Remove the check mark from the first box "Verify signatures when the document is opened"

After doing this exercise, I tested numerous documents and haven't had one freeze.

Second: The hesitation associated with the blue account icon. I still get a slight hesitation, one or two seconds, when the account icon connects and turns blue. This is certainly something I can live with compared to the one-minute delay I spoke of above.

I'm really interested in hearing if this works for others.

Good luck all.

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New Here ,
Mar 07, 2019 Mar 07, 2019

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I can confirm - in my case, disabling signature verification solved the problem of freezing when starting the program/opening documents.

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New Here ,
Jul 10, 2019 Jul 10, 2019

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You're doing God's work, thank you!

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New Here ,
Oct 09, 2019 Oct 09, 2019

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Thank you!!!

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New Here ,
Feb 02, 2020 Feb 02, 2020

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I can't keep the #$%& program open long enough to make any changes.  The ONLY solution I have found was to install something else. This has gotten to be a really time consuming and invasive issue .... NOTHING is worth putting up with this grief.  

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New Here ,
Mar 14, 2019 Mar 14, 2019

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I can also confirm, after dealing with this for months, that this worked!  Thank you!

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New Here ,
Mar 21, 2019 Mar 21, 2019

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Thank you! Glad I didn't have to speak with any of the Non-sense people on the Adobe call center

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New Here ,
Apr 17, 2019 Apr 17, 2019

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I tried this suggestion:  Frustrated Adobe-User Mar 7, 2019 9:41 AM

Who knew?!? Thank you for this solution. I would never have figured that out. 90% improvement in performance. Bless ya.

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New Here ,
Sep 20, 2019 Sep 20, 2019

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I can also confirm this solved the problem.

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New Here ,
Nov 06, 2019 Nov 06, 2019

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Worked for me, too!

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Community Beginner ,
Mar 14, 2019 Mar 14, 2019

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Thanks to everyone for posting. I believe there have been several posts that have been helpful though I'm still having hanging issues and I believe from your posts it is tied to connecting to Adobe when first opening Acrobat. I am on a subscription and I couldn't find a way to go into "offline" mode to test this. If I close out tabs and leave Acrobat running I don't get hang ups after first opening Acrobat but that is not an ideal solution for me. If I close Acrobat and open it the program will always hang.

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Adobe Employee ,
Mar 15, 2019 Mar 15, 2019

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Hi All,

We apologize for the delay in follow up.

Thanks for trying the troubleshooting steps suggested and sharing the updates. To get this issue escalated further and to know the root cause of the problem, we request you to check with the few more further troubleshooting steps suggested below-

1- Run the cleaner tool and remove the application once- Download Adobe Reader and Acrobat Cleaner Tool - Adobe Labs

Reinstall it through- Download and install Acrobat DC subscription

2- If you have got any internet security software installed, turn that off for a while and relaunch Acrobat.

[Antivirus software can help protect your computer against viruses and other security threats. In most cases, you shouldn't disable your antivirus software. If you have to temporarily disable it to install or activate other software, you should re-enable it as soon as you're done.]

3- Create Hidden Admin account and following these steps, and open Acrobat in hidden account.

1-Hold the Windows Key while pressing “R” to bring up the Windows Run dialog box.

2-Type: net user administrator /active:yes

3-Press “Enter“.

Replace “yes” with “no” to disable the admin account on the welcome screen

We would be looking forward for an update on this.

Thanks,

Akanchha

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New Here ,
Mar 18, 2019 Mar 18, 2019

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Thank you.  We have this very issue.  The issue did not resolve itself by turning off signature verification.  Windows 10 Pro.  Using standard Windows defender software that comes with Windows 10.

We have done the steps of using the cleaning tool and re-installing.  We are not going to create hidden admin accounts to run in a different context.  This person already has full admin privileges on the computer (member of the "Administrators" group).

The user has discovered if they leave a PDF open by itself in Acrobat, they are able to open other documents without the delay/freeze in scrolling.  But every single first time they open a PDF without using this trick, Acrobat will stay locked up/frozen with no ability to scroll for 30 seconds to a minute.

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New Here ,
Mar 21, 2019 Mar 21, 2019

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We have this same problem.  Issue exists on Windows 10 and Windows 7 on multiple workstations with Adobe Reader DC 2019.010.20098. We have tried everything in this thread with limited results but no real fix.  This has been happening for last 30 days or more and was not an issue with prior versions.  We are hoping that Adobe will fix this soon.

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