Computer Freezes When Printing to PDF

[RexBalboa]

A number of our users are experiencing issues when using "Print to PDF" from Microsoft Word. These users usually need to perform this process in batches. When performing this operation six or seven times, the computer becomes unresponsive and requires a reboot. What are the procedures for troubleshooting an issue like this? We are using Acrobat XI and Word 2010.

[AnandSri]

Hello RexBalboa,

We apologize for the inconvenience caused, as per the description above, the computer is freezing when you try to print a PDF from Word 2010, Is that correct?

Acrobat runs as a user application process which does not have the capability of freezing the complete system.

Please check for any pending updates of Acrobat from Help>Check for updates. You may also repair the installation files of Acrobat from Acrobat>Repair installation.

Please try to print any PDF file from Acrobat and check is the computer is freezing or not.

If the issue still persists, please share the following details:

1. Dot version of Acrobat 11 installed, check from Help>About Adobe Acrobat.
2. Is it a Mac or Windows machine?
3. Try printing the files using a different printer and check.

Hope this helps, and let us know how it goes.

Regards,

Anand Sri.

[RexBalboa]

Thank you. We have followed these steps and will get back to you in a couple of days regarding the issue.

[RexBalboa]

Unfortunately, this did not resolve the issue. Here are some more details from the tech in that office:

• When she uses the Print to PDF function within Word, the document will hang just before opening the window which allows her to choose where to save the document to.
• Word will then sit there with the spinning cursor, but nothing else happens.
• We have to force close Word, after which the document will show in the Adobe PDF print queue.
• We tried to cancel the document and its status will change from Spooling to Deleting, but it never actually leaves the queue.
• This happened three times in a row and each time, a new document appeared in the print queue while the original document, even though canceled, never disappeared from the queue.
• When Cecily used the Acrobat tab in Word, then chooses Create PDF, she is able to select a location to save the document to and it still works even though the Adobe PDF queue still has three documents showing (all of which prevent her from using the Print to PDF feature).
• Also, the only way to clear the Adobe print queue, after the documents get stuck in it, appears to be a reboot.

Any additional suggestions?

[Abambo]

Try opening the Word from Acrobat. This does the job the other way around. Acrobat opens the document with Word, does an lets do some processing and returns a PDF document. This, however, is not a work around for batch processing.

What is the memory situation when Windows starts to get unresponsive? Look into the memory situation after each Pdf job finished.

What Windows version do you have?

[CrunchyFrostedWheats]

Hey I have a user who is having the same issue.

When attempting a Print to Adobe PDF the process freezes after the third or fourth page then both Word and Acrobat crash.

I have not spotted any system resource issues during the conversion attempt.

I have completely removed and re-installed Adobe Pro along with any print drivers for Adobe.

I have also performed a re-install on Office and attempted with other documents.

They're running the latest windows build, and I have also tried the security prompt "fix", but that just makes the security window pop up when they attempt to convert. Which still fails.