3 Replies Latest reply on Oct 4, 2018 11:06 AM by billd28817450

    Adobe Acrobat DC hangs when opening files on corporate network but not at home

    Kave75 Level 1

      I have one MacBook Pro 13" with Touch Bar and I use Adobe Acrobat DC 18.011.20058.

      1. I open Acrobat

      2. I open a file, for example the latest, ot I make a new file

      3. Beach ball comes up and Acrobat is locked for several minutes before waking again.

      4. If I disconnect the network cable it immediately wakes up

      5. If I disconnect networking it won't lock at all.

      6. When using it at home it works fine.

      7. We have tried removing everything about Adobe and Adobe Acrobat from the machine incl prefs files etc and reinstalled

      It seems our corporate network blocks something. What can it be?

        • 1. Re: Adobe Acrobat DC hangs when opening files on corporate network but not at home
          Adorobat Adobe Employee

          Hi Kave75,

           

          As per the issue description mentioned above, you are facing issue when opening files on corporate network using Acrobat, is that correct?

           

          Try adding the network location under privileged location using the steps given in the following link and check if that helps:

          Enhanced security setting for PDFs, Adobe Acrobat

           

          If that doesn't work, try disabling Protected View / Enhanced security by clicking Edit menu > Preferences > Security (Enhanced) > select Off under Protected View > uncheck the box next to enhanced security > click OK. Relaunch Acrobat and check.

           

           

          Note: Disabling protected view/ Enhanced security is for troubleshooting purpose only, and not recommended. Please turn the feature back on after troubleshooting is complete.

           

          Let us know if you need any help.

          Shivam

          • 2. Re: Adobe Acrobat DC hangs when opening files on corporate network but not at home
            billd28817450 Level 1

            We're having the same issue.  Two of our MacBook Pros are doing this.  At home, they work fine, at the office (or at home when they connect to the corporate network via the VPN) they have this issue where it freezes while opening a document.

             

            I've tried the above suggestions, but it has not helped.

            Any other ideas?

             

            Thanks,

             

            Bill

            • 3. Re: Adobe Acrobat DC hangs when opening files on corporate network but not at home
              billd28817450 Level 1

              Just a follow-up to this.

              I was able to get things working by adding a public DNS server (8.8.8.8) to their list of DNS servers on the macs having this problem.

              If their computer only points to our DNS server (on Windows DNS) then Adobe hangs.  If I add the public DNS server, the problem goes away (there are slight delays, probably waiting for DNS timeouts or something, and then it works).

               

              No idea why.  Is Adobe Acrobat making DNS calls that are somehow not Windows DNS server friendly?

               

              Thanks,

               

              Bill

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