Acrobat Crashing / Google Drive Sync Issue

Forum|Forum|3 years ago
July 2, 2022
1 reply
3019 views

I am having two issues that may be related. I am on a Mac, current OS and Acrobat DC Pro up to date as well. I am having frequent app crashes. Also, some files will not sync through google drive for desktop. The simply try to sync but they never finish. If I open some files (and I do not edit or save them, only view) causes my mac to see the file as being modified, and a sync starts that wont finish. I suspect it has something to do with my fonts - I say this becuase I get errors about some fonts not being available (even thought they are in my font book). Its becoming a problem for using acrobat, but also for syncing my files. Has anyone seen this, any ideas on how to fix. Having been using these tools for a long time, this is new. And coincided with intalling some fonts in my font book. Thanks.

Bug

Nancy OShea

Community Expert

[Moderator moved from Using the Community (forums) to Acrobat Pro DC.]

Which operating system? macOS Catalina, Big Sur or Monterey?

Are you attempting to open a PDF directly from Google Drive? Or are you downloading & saving the PDF to your hard drive first?

Nancy O'Shea— Product User & Community Expert

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IT31692658xno0

Participant

I am having the same problem with one of our users. I am the IT support person for the company. I try to uninstall and reinstall both Adobe and google drive, and It still crashing. Additionally, it always tries to resync everything which takes a long time! One thing that the user has noticed is that when she is at home Vs. when she is out in another network. At the office Google and Adobe are fast and works as it suppose to, but at her house, Google push a resync of everything in the folodesr, and when she tries to open a document through Adobe it loads and crashes.

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Aly_Khalifa

Participant

Hi there

We are sorry to hear that the issue still persists, Would you mind collecting the Adobe CC logs https://adobe.ly/3IWiA8a, Procmon logs (Win Only) https://adobe.ly/4cBnqVS and Crash/freeze logs https://adobe.ly/3IQGamR and share them via any cloud storage. Just upload the log file to the cloud and generate the link and share that link with us for further investigation.

Also, make sure you have the recent version 24.01.20615 installed. Go to Help > Check for updates and reboot the computer once.

Let us know how it goes.

Regards
Amal

I am running mac sequoia 15.2 with google drive. every time i open a file on mac desktop it dfoes fine. if i open the same file on a file being synced with google drive it crashes every time. can you advise? And yes I have latest updates of adobe, gDrive and mac.

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