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palfvin
Participant
March 17, 2020
Question

Latest version of Acrobat Reader DC crashes just doing About command

  • March 17, 2020
  • 3 replies
  • 5879 views

Just starting up the app and selecting "About Adobe Acrobat Reader DC" from the main menu consistently results in a crash. Hard to imagine cause .......

This topic has been closed for replies.

3 replies

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.

M
matthewr91245193
Participant
May 17, 2020

I have the same problem as @Frans_van_der_Geest__ACP_ no resolution nearly 9-months now!

In addition to general instability, every time that I click on "About Adobe Acrobat Pro DC" the app freezes and I can only do a Force Quit (same current Mac OS version).  I have spent HOURS on the phone with Adobe support and no improvement.  (I also spent at least an hour on the phone with Apple support and they squarely point to Adobe as responsible for their app.).  

I've come to the conclusion that Adobe is not interested in supporting their app in the MacOS environment.

ls_rbls
Community Expert
ls_rblsCommunity Expert
Community Expert
May 17, 2020

Are you guys able to share a crash log or mini dump of the event warnings that get logged when this happens?

 

I would like to give it a try and see what I can find on my end.

Amal.
Community Manager
Amal.Community Manager
Community Manager
March 30, 2020

Hi palfvin

 

We are sorry for the trouble and the delay in response.

 

I hope you would be able to fix it by now if the issue still persists, please try the following steps 

 

 

Let us know how it goes

 

Regards

Amal

    Frans v.d. Geest
    Community Expert
    Frans v.d. GeestCommunity Expert
    Community Expert
    March 30, 2020

    @Amal: Do you ever check your own links? The cleaner tool dmg for Mac is a dead link that downloads nothing!

    Amal.
    Community Manager
    Amal.Community Manager
    Community Manager
    April 6, 2020

    Hey Frans_van_der_Geest

     

    We are sorry for the trouble. We tried downloading and running the Acrobat Cleaner tool For Mac using the link https://labs.adobe.com/downloads/acrobatcleaner.html and its working fine. 

     

    Would you mind sharing the screen recording of the issue you are experiencing so we can get this investigated? Please upload the file to the document cloud (https://documentcloud.adobe.com/link/home/) generate the link and share it with us.

     

    Regards

    Amal

      ls_rbls
      Community Expert
      ls_rblsCommunity Expert
      Community Expert
      March 17, 2020

      In which operating system is this happening?

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