Sunaina Rohilla

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    2 comments  ·  Acrobat Reader for Windows and Mac » Other  ·  Flag idea as inappropriate…  ·  Admin →
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    Sunaina Rohilla commented  · 

    Hi,

    Sorry for the inconvenience caused.

    We have released an update for Acrobat and Reader DC(version 21.001.20138) that addresses this issue.

    Please update the application to the latest version. In the application, go to Help > Check for updates.

    For more information about the latest version, please refer to this link: https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/continuous/dccontinuousfeb2021qfe....

    Let us know if that resolves the issue for you.

    Thanks,
    Adobe Acrobat DC Desktop Team

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    Sunaina Rohilla commented  · 

    Hi,

    Thanks for your bug report. We are aware of the issue that you just have mentioned. We also have a workaround for now and we have published it at https://helpx.adobe.com/acrobat/kb/unable-to-load-index-file-associated-with-pdf.html

    Or, follow the below steps:
    1. In Acrobat, go to Edit > Advanced Search.
    2. In the Advanced Search dialog box, click Show More Options.
    3. In the Look In drop-down list, choose Select Index.
    4. Choose the index file in the Index Selection dialog box, and then click OK.

    We will let you know once we have fixed the issue. For now, let us know if the workaround works for you.

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    1 comment  ·  Acrobat for Windows and Mac » Other  ·  Flag idea as inappropriate…  ·  Admin →
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    Sunaina Rohilla commented  · 

    Hi,

    We are not able to reproduce this issue at our end. To reproduce and find the root cause of this issue below details are required.

    1. Acrobat version
    2. OS details
    3. Exact workflow and any custom settings if you are using
    4. Issue can be specific to PDF file so it would be helpful if you can share sample PDF files.

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    Under review  ·  8 comments  ·  Acrobat for Windows and Mac » Other  ·  Flag idea as inappropriate…  ·  Admin →
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    Sunaina Rohilla commented  · 

    Hi Lee,
    We are unable to reproduce the hang at our end. To resolve the issue, we would need to see where exactly Acrobat Pro DC hangs on your machine. Can you please provide the Spindump output for the same?

    Steps to generate Spindump output:
    1. Open Acrobat DC.
    2. Open the file which causes the hang.
    3. Reduce the file size using option: Make compatible with "Acrobat 10.0 and later". This should cause the application to hang.
    4. Open "Activity Monitor" using Mac's Launchpad.
    5. Go to the "CPU" tab and locate "Acrobat Pro DC". Select it.
    6. Click System Diagnostics Option button (small gear symbol present at top-left corner of activity monitor) while Acrobat Pro DC is selected.
    7. Click on "Run Spindump". A new window pops up with some output (might take a minute to generate the output).
    8. Save the Spindump output to a text file using the save button present at top-right corner.

    Important: In case the Spindump output is empty, use "Sample Process" in step 7 instead of "Run Spindump".

    Important things to take care before taking Spindump:
    1. Ensure that no other file is open in Acrobat while reproducing the hang.
    2. After initiating the "Reduce file size" workflow, wait for 1 minute to ensure that the application has hanged.

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    Sunaina Rohilla commented  · 

    Thanks for providing the details.
    As there are multiple ways to reduce file size. So we need to know the exact workflow which you are performing or any custom settings if you are using.

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    Sunaina Rohilla commented  · 

    We tried in the same environment with attached pdf file but not able to reproduce this issue.
    Are you facing this issue with all pdf files or only with those files which are created by InDesign and also is it specific to this PDF or all pdfs created by InDesign.

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    Sunaina Rohilla commented  · 

    Hi,
    We tried at our end but not able to reproduce this issue with the provided file. Some more details are required. Please let us know if this is intermittent or not and if you are still facing the same issue then provide Acrobat DC version which you are using and OS details.

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