Issues with Acrobat DC Pro (2015) on Terminal Server running WS2012 R2

[suzannes37197930]

Dear Community,

We run a local-domain based Terminal Server 2012 R2 as a HyperV VM guest, with thin clients connecting to it.

The same was happening when TS was running as a VMware guest on ESXi 6.5 host.

All users use Adobe Acrobat DC Pro (2015) in parallels with some other 3rd party solutions, i.e. Worldox GX4 is one of those.

Staff is opening PDF files and then editing, running OCR or just highlighting parts of documents they wish to come back to later.

However, we have noticed that quite often and in files of varying size and complexity (from single page, all text to hundreds of pages, content-rich documents) after a while open PDF file will just go blank?

All highlighting lost, all editing changes lost etc.

The only way to go back to the file is to close Acrobat and re-open the file, hoping some changes have been saved.

The only way we can prevent this  is by frequently saving the file which is being manipulated at the time.

However, it's very inconvenient for our staff to focus on having to save changes every couple of minutes, rather than work.

We initially thought this may be due to corrupt Terminal Server profile, but that can be excluded now.

We also supposed it may do with the low available RAM - server is assigned 32 GB, but it's never in use over 70%.

Any ideas?

Below is system information:

Account Detail:

   User Account Control: Default

   Process Integrity: Undefined

   Profile Type: None

Acrobat Detail:

   Sandboxing: Off

   Captive Reader: No

   Multi-Reader on Desktop Support: Off

Applications Installed:

   Office Version: Office 2013 32-bit

Available Physical Memory: 4194303 KB

Available Virtual Memory: 3931912 KB

BIOS Version: VRTUAL - 1

Default Browser: C:\Program Files\Internet Explorer\iexplore.exe

    Version: 11.00.9600.16384 (winblue_rtm.130821-1623)

    Creation Date: 2018/06/27

    Creation Time: 11:15:15 PM

Default Mail: Microsoft Outlook

    mapi32.dll

    Version: 1.0.2536.0 (winblue_rtm.130821-1623)

Display Detail:

   Screen Width: 1920

   Screen Height: 1080

   Number of Monitors: 1

   Number of Mouse Buttons: 5

   Has Mouse Wheel: Yes

   Has Pen Windows: No

   Double Byte Character Set: No

   Has Input Method Editor: Yes

   Inside Screen Reader: No

Graphics Card: Microsoft Basic Render Driver

    Version: 6.3.9600.19176

    Check: Not Supported

Installed Acrobat: C:\Program Files (x86)\Adobe\Acrobat 2015\Acrobat\Acrobat.exe

    Version: 15.6.30457.308313

    Creation Date: 2018/11/07

    Creation Time: 2:09:26 PM

Locale: English (United States)

Monitor:

    Name: Microsoft Hyper-V Video

    Resolution: 1920 x 1080 x 64

    Bits per pixel: 32

OS Manufacturer: Microsoft Corporation

OS Name: Microsoft Windows 8.1

OS Version: 6.3.9600 

Page File Space: 4194303 KB

Processor: Intel64 Family 6 Model 63 Stepping 2  GenuineIntel  ~2297  Mhz

Session Detail:

   Boot Type: Normal

   Is Shutting Down: No

   Network: Available

   Inside Citrix: No

   Inside VMWare: No

   Remote Session: No

   Remote Control: No

   Using JAWS: No

   Using ZoomText: No

   Using Windows-Eyes: No

   Using NVDA: No

System Name: ***TS1

Temporary Directory: C:\Users\********\AppData\Local\Temp\1\

Time Zone: Eastern Standard Time

Total Physical Memory: 4194303 KB

Total Virtual Memory: 4194176 KB

User Name: ************

Windows Detail:

   Tablet PC: No

   Starter Edition: No

   Media Center Edition: No

   Slow Machine: No

Windows Directory: C:\Windows

[Adorobat]

Hi suzannes,

As per the issue description mentioned above, PDF file will go blank when kept open for a while in acrobat, is that correct?

Have you tried to reproduce this issue with other files and formats?

Also, try adding the network location under priviledge location and check if that helps. Refer to the steps given in the following help document for the same: Enhanced security setting for PDFs, Adobe Acrobat

Also, try the suggestion given in the following forum thread discussing the similar issue:

Performance issue viewing PDF files over Terminal server using Reader or Acrobat

Issues with Blank pages in large PDF's Acrobat XI Pro

Let us know if you need any help.

Shivam

[defaulthyh9ktkxsc7t]

I believe this problem hasn't been resolved. My Adobe Acrobat Pro DC consumes all my resources to the point where all pdf documents are unreadable and no applications will start on my computer because of insufficient resources. The only way to regain the resources is to reboot the computer.

My fix for this problem has been to remove Adobe Acrobat Pro DC and use another software. Because our license is a corporate license, I can't get support.