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peterzejda
Participant
March 22, 2020
Question

Choosing "About Adobe Acrobat Reader DC" crashes the app

  • March 22, 2020
  • 3 replies
  • 3720 views

I'm on a Mac running Catalina 10.15.3. When I open the Adobe Acrobat Reader DC application, and then select the menu item Acrobat Reader -> About Adobe Acrobat Reader DC, it hangs for about 20 seconds and then simply crashes. I tried uninstalling the app, ran the Adobe app cleaner, and then reinstalled the latest app, but that does not resolve the problem.

 

Has anyone else encountered this, and if so, what was done to fix it?

This topic has been closed for replies.

3 replies

Amal.
Amal.
Legend
May 20, 2020

Hi there

 

A new update for Adobe Acrobat/Reader DC is now available v20.009.20063. Please update the application to the new version. Go to Help > Check for Updates. You may also download the patch manually from the link (https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/index.html)and see if that helps.

 

Also, if you are using the dual monitor setup, please refer to the steps provided in the help article (https://helpx.adobe.com/acrobat/kb/dual-monitor-crash-windows.html)

 

Let us know how it goes

 

Regards

Amal

Frans v.d. Geest
Community Expert
Frans v.d. GeestCommunity Expert
Community Expert
May 20, 2020

v20.009.20063 is what I have here, BUT I had to check the plist files in XCode to find out because... choosing About Acrobat to check... hangs/crashes Acrobat still on my Mac!

 

So NOT solved!!

Amal.
Amal.
Legend
April 15, 2020

Hi there 

 

We are sorry for the delay in response. 

 

If the issue still persists, Please collect the crash logs as described in the help article (https://helpx.adobe.com/in/acrobat/kb/collect-logs-crash-freeze.html) and share the logs with us for testing. 

 

Please upload the logs to the document cloud (https://documentcloud.adobe.com/link/home/) generate the link and share it with us for testing. 

 

Regards

Amal

Frans v.d. Geest
Community Expert
Frans v.d. GeestCommunity Expert
Community Expert
April 15, 2020

I have exactly the same thing: Mac OS 10.15.4 (Catalina) and the latest version of DC.

It happens with me in Reader as well as in Pro: choosing About and the app hangs, have to force quit.

You are not alone. However the solution(s) mentioned here does NOT solve this! I have cleaned and re-installed: keeps happening. So it is not isolated to your or mine system and previous versions of DC did not have this problem.

 

Also another user mentioned the exact same problem:

https://community.adobe.com/t5/acrobat-reader/latest-version-of-acrobat-reader-dc-crashes-just-doing-about-command/m-p/11014683?page=1#M247817

 

I have reported it here:

https://community.adobe.com/t5/acrobat/choosing-about-acrobat-mac-hangs-acrobat-reder-and-dc/m-p/10988831?page=1#M245725

Ayush__Jain
Adobe Employee
Ayush__Jain
Adobe Employee
March 24, 2020

Hi,

Thanks for reaching out to us for your concerns.
When Acrobat DC crashes you, i would like you to kindly share the crash report that appears in the dialog (Acrobat DC quit unexpectedly) .

We will have those crash logs investigated on priority.
you can attach the crash report here or send it to me at ajain@adobe.com

Thanks
Ayush Jain

P
peterzejdaAuthor
Participant
April 3, 2020

Actually, it doesn't popup a dialog box with a crash report. Rather, it just shows the spinning beachball for while, and then eventually just disappears from the running application list / Activity Monitor.

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