Hi,
Could you pls. provide us the logs in order to debug the issue? Pls. follow the below steps to get the logs:
For windows:
Open Task Manager. You can right-click an empty area of the taskbar, and then click Task Manager or use the keyboard shortcut CTRL + SHIFT + ESC.
Click the Processes tab, and then find the Acrobat/Reader DC process. For Acrobat Professional/Standard, the process name is Acrobat.exe, and for Reader it is Acrord32.exe.
Right-click the Acrobat/Reader DC process, and then click Create Dump File. If you are prompted for an administrator password, type your password and click Continue.
The Dumping Process dialog will display the location of the dump file once it is created. Note the location and click OK. The location of the dump file is \Users\{UserName}\AppData\Local\Temp.
If you are unable to see the AppData folder, see how to show hidden files and folder in Windows.
Compress the created .DMP file to .zip or .rar and share the file with us using Adobe Document Cloud or a SharePoint location.
For Mac:
Go to Finder > Applications > Utilities > Activity Monitor.
Click on the Acrobat/Reader DC process you need to sample. Click the gear icon, and then click Sample Process.
Wait until the sample is created. Save the document on your desktop.
Open Terminal by going to Finder > Applications > Utilities > Terminal. Type the command:
sudo spindump -file ~/Desktop/spindump.txt
The spindump.txt file is saved to the desktop. Collect the sample file in step 3 and the spindump.txt file and share it with us
Thanks,
Vinod
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